Contact us
| Channel | Address | Use it for |
|---|---|---|
| Support | [email protected] | Account, sign-in, connections, scans, billing, export, deletion, accessibility, security reports |
| Feedback | [email protected] | Product suggestions and general comments |
We answer by email. There is no phone support line and no published telephone number.
Postal address:
AviyanLabs LLC 30 N Gould St, Ste N Sheridan, WY United States
Our response times
- We send a first response within two business days. Business days are Monday to Friday, excluding public holidays in the United States.
- Security reports are triaged within five business days, as described in Security & Data Handling.
- Accessibility reports are acknowledged within two business days, as described in the Accessibility Statement.
- We cannot triage clinical questions, assess symptoms, readings, or a treatment plan, or mark them urgent. See Safety escalation.
Send the device model, operating system version, app version, and the connection or provider involved. That detail is usually the difference between one exchange and four.
What support can help with
| Topic | What we do |
|---|---|
| Account and sign-in | Help with email and password, Google and Apple sign-in, biometric sign-in on a new device, two-factor authentication, and active sessions |
| CGM and pump connections | Help connect or reconnect LibreLinkUp, Dexcom, Dexcom Follow, and Glooko, and explain what each connection can and cannot import |
| Meal scans | Help when a photo, menu, or barcode scan fails, when a result looks wrong, or when an analysis job does not finish |
| Billing and refunds | Explain what is charged, help restore a purchase, and route a refund request to Apple or Google, who handle the transaction |
| Data export and deletion | Explain the export file, run a deletion request, and confirm when it is complete |
| Accessibility | Take accessibility bug reports and route them to the product team |
| Technical problems | Investigate crashes, slow sync, and unexpected errors |
What support cannot do
Support is a product and account service, not a clinical one. We cannot give medical advice or diagnose anything, and we do not interpret your readings or your meal estimates. Nor can we give dosing guidance, recommend an insulin dose, confirm that a suggested amount is correct, provide emergency help, or monitor your account or your data for safety events.
For anything clinical, contact your diabetes care team. For anything urgent, use Safety escalation.
Safety escalation
If you think your glucose is low, treat it first. Take fast-acting carbohydrate according to your care plan. Do not wait for a reply from us before you treat.
Call your local emergency number immediately if:
- You cannot treat yourself, or you are confused, drowsy, or losing consciousness.
- You have signs of severe hypoglycemia or diabetic ketoacidosis.
- You are with someone who has these signs.
Emergency numbers:
| Country | Number |
|---|---|
| United Arab Emirates | 998 or 999 |
| Germany | 112 |
| United States | 911 |
If you are elsewhere, use your local emergency number. GlucIQ does not detect emergencies, and the app must not be used as your only record or alert in an emergency. See the Medical Device Position.
Report a security issue
Write to [email protected] with the exact subject line:
Security report
Include a description, the affected component, and steps to reproduce. We triage security reports within five business days and we follow coordinated disclosure. We will not pursue, report, or take legal action against researchers who act in good faith, avoid privacy violations, avoid service disruption, and give us a reasonable window to fix the issue before publishing. The full process is in Security & Data Handling.
Accessibility feedback
Send accessibility feedback to [email protected] with the subject Accessibility feedback. We acknowledge within two business days, and we treat accessibility defects as product bugs. The current state of the site and the app is described in the Accessibility Statement.
Complaints
If a support matter is not resolved to your satisfaction, reply to the thread with the subject Complaint, or start a new message with that subject. A second person reviews the thread.
If you are a consumer in the European Union and we cannot resolve the matter together, the Imprint explains the dispute-resolution position and where to find national consumer bodies.