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RenewRx Health – Support Page Content

RenewRx Main avatar
Written by RenewRx Main
Updated over 2 months ago

Welcome to RenewRx Health Support

We're here to help you have a smooth and supported experience while managing your pregnancy. If you have any questions, technical issues, or need help getting started with the RenewRx app, please reach out — our team is happy to assist you.

📌 Contact Information

📍Company Name: RenewRx Health
​📍Address: Denver, CO
​📧 Email: devops@renewrx.health
​📞 Phone: 303-999-6712

FAQs

General

What is RenewRx?

RenewRx is a platform that transforms maternal healthcare with an advanced clinical decision support system and a patient-facing app. It focuses on optimizing maternal health through lifestyle and nutritional support, integrating continuous glucose monitors (CGMs) and AI-powered meal scanning for real-time analysis. This enables care teams to make informed decisions to prevent complications like gestational diabetes (GDM). RenewRx emphasizes prevention through early intervention and sustained lifestyle modifications.

What should I expect when I join?

You will receive a text, email, and phone call from our Customer Success Navigator, who will guide you through the onboarding process and ensure you have all necessary information to participate.

Does RenewRx provide medical advice?

No, RenewRx does not provide medical advice. However, the device used in the program is often covered by insurance. If your insurance does not cover it, RenewRx will provide a coupon during the pilot phase to obtain the device free of charge from the pharmacy.

Is my personal data safe with RenewRx?

Yes, all personal health information (PHI) is securely stored and shared only with your care team.

How is my data being used by RenewRx?

RenewRx accesses your personal health information only as necessary to deliver services to you and your care team.

Can I use RenewRx on my desktop?

No, RenewRx is currently available only on iOS and Android devices.

Who can I contact if I have questions about my data?

You can ask your questions through in-app chat (Intercom) by clicking on support on home screen or email devops@renewrx.health.

What kind of smart tech devices does RenewRx support?

RenewRx currently supports Freestyle Libre Continuous Glucose Monitors (CGMs) and Dexcom Continuous Glucose Monitors (CGMs), with more devices being integrated soon to enhance compatibility and improve user experience.
​

What if I don’t have a smart tech device?

If you don’t have a smart tech device, you can still use our app by manually logging your health data. Our team can guide you on how to track your progress effectively, and we’re continuously working on expanding accessibility options.

Program

What is the RenewRx program for?

The RenewRx program is designed for large maternal-fetal medicine groups that manage high-risk pregnancies and seek innovative solutions to improve patient outcomes and operational efficiency.

Insurance

Will my insurance cover the cost of the program?

Insurance may cover certain aspects of the program, such as the CGM device. Coverage varies by provider. If insurance does not cover the device, RenewRx provides a coupon during the pilot phase, ensuring no out-of-pocket cost.

Do I need insurance to participate in the RenewRx program?

No, insurance is not required to participate. If you do not have insurance or if your insurance does not cover the device, RenewRx will provide a coupon during the pilot phase to obtain the device free of charge.

CGM Related

Can I get a free CGM?

Yes, during the pilot phase, you can receive a Continuous Glucose Monitor (CGM) for free. If your insurance does not cover the device, RenewRx will provide a coupon to get the CGM from the pharmacy at no cost.

What do I need to do to get a free CGM?

Contact through our in-app chat (Intercom) by clicking on support on home screen or email devops@renewrx.health.

Does CGM hurt?

Most people find using a CGM causes little to no pain. The sensor is inserted just beneath the skin with a small needle, which feels like a slight pinch or discomfort that fades quickly. Once in place, most users do not feel it at all.

What if there is no available CGM in my area?

If a CGM is not available in your area, please contact through our in-app chat (Intercom) by clicking on Support on home screen or email devops@renewrx.health. Our team will assist you in finding the nearest available pharmacy or provide alternative solutions to ensure you receive the device.

My CGM is not working.

Check the device to ensure it is properly attached and the sensor is securely inserted. Restart the device, as this often resolves minor issues. If the problem persists, consult the user manual or reach out through our in-app chat (Intercom) by clicking on Support on home screen or email devops@renewrx.health.

My CGM is falling off. What do I do?

If your CGM is falling off, try the following:

  1. Clean & Dry the Skin – Before applying a new sensor, make sure the area is clean, dry, and free of lotions or oils.

  2. Use an Adhesive Patch – Consider using overpatches, medical-grade tape, or skin adhesives to secure the sensor.

  3. Avoid High Friction Areas – Place the sensor in a location with less movement or rubbing.

  4. Check Manufacturer Guidelines – Follow placement and care recommendations from your device manufacturer.

  5. Contact Support – If issues persist, reach out through our in-app chat (Intercom) by clicking on Support on home screen or email devops@renewrx.health .

My CGM is not accurate.

If your CGM readings seem inaccurate, try the following steps:

  1. Wash Your Hands – If checking with a fingerstick for comparison, ensure your hands are clean to avoid contamination.

  2. Check Sensor Placement – Make sure the CGM is properly applied and hasn’t been dislodged.

  3. Wait for Calibration – Some CGMs may take a few hours to stabilize after insertion.

  4. Avoid Compression – Lying on the sensor can cause pressure lows, leading to inaccurate readings.

  5. Compare Trends, Not Single Readings – CGMs track trends rather than exact numbers. Compare patterns over time rather than focusing on single discrepancies.

  6. Replace the Sensor if Needed – If the issue persists, remove and replace the sensor following manufacturer guidelines.

  7. Contact Support – . You can contact your Care Management Coach for assistance. You can also reach out through our in-app chat (Intercom) by clicking on Support on home screen or email devops@renewrx.health.

I have a skin reaction to CGM adhesive.

If you experience a reaction, remove the sensor and clean the area with soap and water. Apply a soothing cream or ointment. For future applications, consider using a barrier film or tape to reduce adhesive contact. If the reaction persists, consult your healthcare provider or Care Management Coach.

How long do I have to wear the CGM?

The wear time for your CGM (Continuous Glucose Monitor) depends on the specific device:

  • Freestyle Libre sensors typically last up to 14 days before needing replacement.

  • Dexcom CGMs typically last up to 10 days before needing replacement.

  • Always follow the manufacturer’s guidelines for proper usage and sensor changes.

  • Your Care Management Coach can provide recommendations based on your health needs.

If you’re unsure when to replace your CGM, reach out through our in-app chat (Intercom) by clicking on Support on home screen or email devops@renewrx.health.

Is a prescription required to get a CGM?

Yes, a prescription is typically required to obtain a Continuous Glucose Monitor (CGM) like Freestyle Libre and Dexcom. However, coverage and requirements may vary based on your insurance provider and location.

If you have questions about obtaining a CGM, check with your healthcare provider, pharmacy, or reach out through our in-app chat (Intercom) by clicking on Support on home screen or email devops@renewrx.health.

What are the best practices for taking my blood sugar using a CGM?

To ensure accurate and reliable readings, follow these best practices when using your CGM:

1. Proper Sensor Placement

  • Apply the CGM on the back of your upper arm (Freestyle Libre or Dexcom) or as recommended by the manufacturer.

  • Make sure the skin is clean, dry, and free of lotion before applying the sensor.

2. Allow the Sensor to Warm Up

  • Some CGMs require a warm-up period (e.g., Freestyle Libre takes 1 hour and Dexcom sensor takes 2 hours).

  • Avoid making critical decisions based on readings until calibration is complete.

3. Avoid Sensor Pressure

  • Sleeping on the sensor or applying pressure can cause inaccurate readings (compression lows).

4. Check Trends, Not Just Single Readings

  • CGMs track glucose trends rather than instant blood sugar values.

  • Look at patterns over time rather than reacting to a single high or low reading.

5. Confirm with a Fingerstick When Necessary

  • If the CGM reading doesn’t match how you feel, do a fingerstick test to confirm accuracy.

  • Some situations where a fingerstick might be needed:

    • Sudden highs or lows

    • Symptoms of hypoglycemia but normal CGM readings

    • After eating high-carb meals

6. Keep the Sensor Secure

  • Use adhesive patches or tape if your sensor is prone to falling off.

  • Avoid excessive sweating, swimming, or friction that could loosen the sensor.

7. Follow Replacement Guidelines

  • Most Freestyle Libre CGMs last 14 days—replace them as directed.

  • Most Dexcom CGMs last 10 days—replace them as directed

  • Dispose of old sensors properly following manufacturer instructions.

If you experience consistent inaccuracies or technical issues, reach out through our in-app chat (Intercom) by clicking on Support on home screen or email devops@renewrx.health.

How do I set up alerts on a CGM?

For Freestyle Libre 2 and 3, you can set up alerts for high and low glucose levels through the Freestyle Libre app or compatible reader. Follow these steps:

1. Open the Freestyle Libre App or Reader

  • Launch the Freestyle Libre app on your smartphone (iOS or Android) or turn on your Freestyle Libre reader.

2. Go to Settings

  • Tap on the menu icon (☰) in the app.

  • Select Alarms & Alerts or Notifications.

3. Enable Low and High Glucose Alerts

  • Turn on Low Glucose Alert and set a threshold (e.g., below 70 mg/dL).

  • Turn on High Glucose Alert and set a threshold (e.g., above 180 mg/dL).

4. Adjust Alert Sounds & Notifications

  • Choose your preferred alert sound and volume to ensure you hear it.

  • Enable vibration if needed.

5. Save and Test Alerts

  • After saving your settings, check if alerts work by temporarily adjusting thresholds and observing the notifications.

6. Ensure Phone Permissions Are Enabled

  • If using the mobile app, go to your phone’s settings and allow notifications for Freestyle Libre.

To set up alerts on your Dexcom CGM, follow these steps:

1. Open the Dexcom App or Receiver:

  • Launch the Dexcom mobile app or navigate to the settings on your Dexcom receiver.

  1. Open the Dexcom App or Receiver:

    • Launch the Dexcom mobile app or navigate to the settings on your Dexcom receiver.

  2. Access the Alerts Settings:

    • In the app, tap on the menu or settings icon.

    • Look for an option labeled “Alerts” or “Alarms.”.

  3. Customize Your Alert Thresholds:

    • Set your high and low blood glucose thresholds based on your personal targets.

    • You can usually adjust the alert delay and volume settings here as well..

  4. Enable Notifications:

    • Ensure that notifications are enabled in both the Dexcom app settings and your device’s notification settings.

  5. Save Your Settings:

    • Once you’ve configured your thresholds and alert preferences, save your settings.

If alerts are not working, ensure that:
Your CGM sensor is active and properly applied.
The app or reader is updated to the latest version.
Do Not Disturb mode is turned off on your phone.

For additional support, refer to the Freestyle Libre user manual or reach out through our in-app chat (Intercom) by clicking on Support on home screen or email devops@renewrx.health.

Coaching

What is a Care Management Coach?

A Care Management Coach provides personalized support to help you manage your health effectively while using the RenewRx app. They assist with:

  • Understanding your glucose data and making informed lifestyle adjustments.

  • Providing guidance on meal logging, CGM usage, and healthy habits.

  • Answering questions related to your progress and offering encouragement.

Blood Glucose Logging

How often should I input my values?

To optimize data collection and assist in managing your condition, RenewRx recommends uploading photos of your meals three times a day. This helps tailor the program to your needs and improves the accuracy of your health insights.

Food Logging

I am unable to upload my meal photos.

If you're having trouble uploading meal photos in the RenewRx app, try the following steps:

1. Check Your Internet Connection

  • Ensure you have a stable Wi-Fi or mobile data connection.

  • Try switching between Wi-Fi and cellular data to see if that resolves the issue.

2. Restart the App

  • Close the RenewRx app completely and reopen it.

  • If needed, restart your phone and try again.

3. Check App Permissions

  • On iOS: Go to Settings > RenewRx > Photos and ensure access is enabled.

  • On Android: Go to Settings > Apps > RenewRx > Permissions, then enable Storage and Camera access.

4. Reduce File Size

  • If the image file is too large, try taking a new photo or compressing it before uploading.

5. Update the App

  • Make sure you have the latest version of the RenewRx app from the App Store or Google Play.

6. Clear App Cache (Android Only)

  • Go to Settings > Apps > RenewRx > Storage > Clear Cache, then try again.

7. Contact Support

  • If the issue persists, reach out through our in-app chat (Intercom) by clicking on Support on home screen or email devops@renewrx.health

Technical Support

How do I report a bug?

If you encounter a bug in the RenewRx app, you can report it through the Intercom chat in the app. Follow these steps:

  1. Open the RenewRx app.

  2. Navigate to the Support section from the home page.

  3. Tap on Intercom chat to start a conversation.

  4. Provide a detailed description of the issue, including:

    • What you were trying to do when the bug occurred.

    • Any error messages you received.

    • Screenshots or screen recordings (if possible).

  5. The support team will review the issue and guide you on the next steps.

  6. You can also mail us at devops@renewrx.health

Keeping your app updated to the latest version may also help resolve common bugs.

Who do I contact about technical/app issues?

For any technical or app-related issues, you can reach out to RenewRx support through the Intercom chat in the app.

How to Contact Support:

  1. Open the RenewRx app.

  2. Go to the Support section from the home page.

  3. Tap on Intercom chat to start a conversation.

  4. Describe your issue, and the support team will assist you.

  5. You can also mail us at devops@renewrx.health

For urgent issues, make sure your app is updated to the latest version before reaching out.

I cannot open the app.

If you're unable to open the RenewRx app, try these troubleshooting steps:

1. Restart Your Device

  • Close all apps, turn off your phone, wait 20 seconds, then restart it.

2. Check for App Updates

  • Check if an update is available for RenewRx.

3. Force Close the App (If It Partially Opens)

  • iOS: Swipe up from the bottom of the screen (or double-tap the home button) and swipe up on the RenewRx app.

  • Android: Go to Settings > Apps > RenewRx > Force Stop, then try reopening it.

4. Check Your Internet Connection

  • Ensure you have a stable Wi-Fi or mobile data connection.

  • Try switching between Wi-Fi and cellular data.

5. Clear App Cache (Android Only)

  • Go to Settings > Apps > RenewRx > Storage > Clear Cache and then try reopening the app.

6. Reinstall the App

  • Uninstall the RenewRx app, restart your phone, then reinstall.

7. Contact Support

I am having trouble downloading the app.

If you're having trouble downloading the app, follow these troubleshooting steps based on your device:

For iPhone (iOS) Users:

  1. Check Your Internet Connection – Ensure you have a stable Wi-Fi or mobile data connection.

  2. Restart Your Device – Restarting your iPhone can often resolve temporary download issues.

  3. Check iOS Version – Go to Settings > General > Software Update and update your iPhone if necessary.

  4. Clear App Store Cache – Tap the App Store icon 10 times quickly to refresh the store and then try again.

  5. Free Up Storage Space – If your device is low on storage, delete unused apps or files.

  6. Check App Restrictions – Go to Settings > Screen Time > Content & Privacy Restrictions and ensure app downloads are not restricted.

For Android Users:

  1. Check Your Internet Connection – Ensure you’re connected to a stable Wi-Fi or mobile network.

  2. Restart Your Device – A simple restart can resolve many app download issues.

  3. Clear Cache & Data –

    • Go to Settings > Apps > Google Play Store

    • Tap Storage & Cache

    • Select Clear Cache and then Clear Data, then try downloading again.

  4. Check for Android Updates – Go to Settings > System > Software Update and install any available updates.

  5. Free Up Storage Space – Delete unnecessary apps or files to ensure enough space for installation.

  6. Check App Restrictions – Go to Settings > Google Play Store > Parental Controls and ensure the app isn’t restricted.

Additional Steps If the Problem Persists:

Try a Different Network – Switch between Wi-Fi and mobile data to see if the issue is network-related.
​ Uninstall & Reinstall (if partially downloaded) – If the app is stuck, delete and reinstall it.
​ Contact RenewRx Support – Reach out through email devops@renewrx.health for assistance.

Can I delete/edit a blood sugar reading in the app?

Yes, we can

I am having issues logging in. What do I do?

1. Check Your Credentials – Ensure you're using the correct email. If unsure, search for RenewRx emails in your inbox. Tap "Forgot Password" to reset your password.

2. Check Internet Connection – Switch between Wi-Fi and mobile data or restart your router.

3. App & Device Fixes – Restart your device, update the app, clear cache.

4. Disable VPN or Ad Blockers – These can interfere with the login process.

5. Check for Outages – If the issue persists, there may be a temporary server issue. Try again later.

6. Contact Support –Mail us at devops@renewrx.health with details like your registered email and error messages.

How do I know if I am using the correct version?

1. Open the TestFlight app on your iPhone or iPad.

2. Locate the app you are testing.

3. Check the version number displayed next to the app.

4. If an update is available, tap Update to install the latest version.

How do I close apps and restart my phone?

https://www.loom.com/share/999d51db98d243f0bb682948759d76d3?sid=97791477-14ea-4b7e-9795-224c52351b53

Account

I forgot the email I used to log in.

If you forgot the email used to log into the RenewRx app, try these steps:

  1. Search Your Inbox – Look for emails from to identify the registered email.

  2. Try Common Emails – Attempt logging in with your frequently used email addresses.

  3. Contact RenewRx Support –Mail us at devops@renewrx.health with your full name and phone number for assistance.

I forgot my password.

If you forgot your RenewRx app password, follow these steps to reset it:

  1. Open the RenewRx app and tap "Forgot Password?" on the login screen.

  2. Enter your registered email and follow the instructions sent to your inbox.

  3. Check your spam/junk folder if you don’t see the reset email.

  4. Click the reset link in the email and create a new password.

  5. Try logging in with your new password.

If you don’t receive the reset email or need further help, mail us at devops@renewrx.health.

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