If your Sibionics GS3 Continuous Glucose Monitor (CGM) isn't working as expected, the first step is to work out whether the issue is with:
your sensor or its connection to the Sibionics app, or
the connection between Sibionics and Vively.
You can usually work this out quickly by following the steps below.
Step 1: Have you just applied your sensor?
A new Sibionics GS3 sensor requires approximately 60 minutes to warm up after application.
During this warm-up period, glucose readings won't appear. This is normal.
If it has been less than 60 minutes since you applied your sensor, wait until the warm-up period has finished before troubleshooting further.
Step 2: Check the Sibionics app
Open the Sibionics app and check whether current glucose readings are appearing.
If readings ARE appearing in Sibionics
Your sensor is working.
If those readings aren't appearing in Vively, continue to Step 3 below.
If readings ARE NOT appearing in Sibionics
The issue may be with the sensor or its connection to the Sibionics app.
Check that:
Bluetooth is enabled on your phone.
The Sibionics app has permission to use Bluetooth.
Your phone is within range of the sensor.
The sensor has completed its 60-minute warm-up period.
The sensor is still securely attached and hasn't lifted or been dislodged.
You can also close and reopen the Sibionics app and check again.
If you've completed these steps and still aren't receiving readings in Sibionics, please contact our Support Team.
Don't remove your sensor or apply another one unless our Support Team advises you to do so.
Step 3: Check the Vively app
If current readings are appearing correctly in the Sibionics app but not in Vively:
Open the Vively app.
Go to the Home page.
Pull down to refresh your data.
Your glucose readings should automatically flow through to Vively.
If your readings still haven't appeared in Vively after 15 minutes, please contact our Support Team and we'll investigate the syncing issue for you.
Common CGM problems
My sensor stopped working before 14 days
A Sibionics GS3 sensor is designed to last for up to 14 days.
If it was previously working but stops sending readings before the end of the wear period, first check the Sibionics app.
If readings have stopped in Sibionics as well as Vively, there may be an issue with the sensor.
If readings are still appearing in Sibionics but not Vively, there may be a syncing issue between the two apps.
If the problem continues, please contact our Support Team.
Keep your sensor and its original packaging while we investigate, as we may need information such as the lot or batch number.
My sensor fell off or became loose
If your sensor has lifted, become loose or detached before the end of its wear period, please contact our Support Team.
We'll review what happened and let you know the available options, including whether a replacement is appropriate.
Once a sensor has been removed, it cannot be reapplied.
My readings don't look right
CGMs measure glucose in the interstitial fluid beneath your skin, rather than directly from your bloodstream.
Because of this, CGM readings can lag behind changes in blood glucose, particularly after eating, exercising or when glucose levels are changing quickly.
Other factors can also affect individual readings, including pressure on the sensor while sleeping, hydration and a newly applied sensor settling in.
Rather than focusing on a single reading, look at the overall pattern and trend over time.
If your readings continue to look significantly different from what you expect, or you think your sensor may be faulty, please contact our Support Team.
If a glucose reading doesn't match how you feel, don't rely on the CGM reading to make medical or medication decisions. If you're unwell or concerned about your glucose levels, seek advice from your doctor or healthcare professional.
My skin is red or irritated around the sensor
Some people may experience skin irritation from the sensor or adhesive.
If you develop significant irritation, pain or a worsening skin reaction, remove the sensor and seek advice from your GP or healthcare professional if required.
Please also let our Support Team know so we can assist you.
What won't fix a Sibionics GS3 problem?
A few troubleshooting instructions you may have seen for other CGMs don't apply to the Sibionics GS3.
You don't need to scan your sensor
The Sibionics GS3 communicates with your phone using Bluetooth. Tapping or scanning your phone against the sensor won't restore the connection.
Don't remove and reapply the sensor
Once a sensor has been removed, it can't be reapplied.
Don't apply another sensor immediately
If your sensor appears to have failed, contact us first. We may be able to troubleshoot the problem and may need information from your existing sensor or packaging.
What should I send Vively Support?
If the troubleshooting above hasn't resolved the issue, please email contact@vively.com.au.
To help us investigate as quickly as possible, please include:
The email address associated with your Vively account
The date you applied the sensor
How long the sensor was working before the issue started
Your phone model
A brief description of what happened
A screenshot of the Sibionics app
A screenshot of the Vively app, if relevant
Any error message or error code you're seeing
Whether the sensor has lifted, been knocked or come off
The sensor lot or batch number, if available
Please keep your sensor and its original packaging while we investigate.
The more information you provide initially, the faster we'll usually be able to identify the issue.
Sensor replacements
If you purchased your Sibionics GS3 sensor through Vively and it appears to have a genuine sensor fault, our Support Team will assess what happened and determine whether a replacement is appropriate.
Issues caused by accidental damage, the sensor being knocked or removed, incorrect application or circumstances unrelated to a sensor fault may not be eligible for a free replacement.
If you're not sure what caused the problem, please contact us anyway. We'll review the circumstances and let you know the available options.
Frequently asked questions
How long does a Sibionics GS3 sensor last?
Each sensor is designed to provide glucose readings continuously for up to 14 days.
What happens when my sensor reaches the end of its 14 days?
The sensor stops collecting new glucose readings. Your historical glucose data remains available, so you can continue reviewing your previous patterns and insights.
Do I need both the Sibionics app and the Vively app?
Yes.
The Sibionics app communicates with your sensor, while Vively brings your glucose data together with your other health information to provide a more complete picture of your health.
Can I shower and exercise while wearing my sensor?
Yes. The sensor is designed for normal everyday activities, including showering and exercise.
Take care not to catch or knock the sensor, particularly when changing clothes, drying yourself with a towel or during activities where the sensor may be rubbed or bumped.
Why is my glucose data valuable?
A CGM allows you to see how your glucose responds throughout the day to factors such as food, exercise, sleep and lifestyle.
Rather than relying on a single measurement, you can see your glucose patterns over time and understand how different behaviours affect you.
When combined with your blood test results and other health information in Vively, this can provide a much richer picture of your metabolic health and help identify practical opportunities for improvement.