Zoe nutrition study - libre app help

[DoneByWeds]

My box arrived this week and I hoped to get going this weekend, with set up yesterday and test day today. But.....my hopes were dashed by the tech!!!!!

I clicked the link in the zoe app and downloaded the libre app, then used the login details provided by zoe.

Seems to be going well until I get to the research screen. After that a box comes up that says
"Tap OK to sign your smartphone into your existing Libreview account. You can continue to read a sensor started with your previous smartphone. Note taping okay will sign you out of the previous smartphone"
I Tap okay and nothing happens.
I cleared the login details and tried again.
I have uninstalled and reinstalled the libre account.
I've restarted my smartphone.
Still nothing happens when I Tap okay.

I've also messaged for help via the zoe app yesterday. But no response yet.So I sadly froze the muffins last night.

Mumsnetters, any one else hit this problem or have ideas?

I've just hit this same problem. Did you find a solution?

I've been having the same problem for over a week now. When you try to chat with them, it does say that they are experiencing issues. I'm a bit concerned as I froze my muffins several weeks ago as I was going on holiday and didn't want to start my test. Very difficult to communicate with them. Not happy so far.

I don't know why they are making such a mess of this. This is clearly a known issue with accounts set up about a month ago and they have a work around. After wasting half a day on their chat app the next morning I had a sensible message. The problem is that they pre-create the account for the glucose monitor and that process is/was broken. The work around is that you register with Libre3 as a new user. They then set up a new email address to log the data and get you to update your preference to change to this new email address. Having said that I haven't yet attached the glucose monitor so can't confirm fix works as far as sending data so Zoe but looking hopeful.

I've applied my glucose sensor this afternoon, and Zoe have confirmed they are getting the data, so solution does work 😀

Hi all,

After a lot of faffing around for a week, they gave me different instructions to register with the LibreApp and to link to them as a medical practice. I don't know why they didn't just do that in the first place - instead they asked me to "reach out" to Libre.

I think they knew it was a problem and are using their customers to make a point.

The use of the term "reach out" when I was feeling quite grumpy about how they handled situation, further eroded what could have been a positive early experience.

However my test week went well and they have given me a free additional month of membership.

Hope it works out okay for you all too.

how are you getting on with it? I am doing the muffins today but have had to walk the dog (which is a brisk walk) and I can see that impacted my blood sugar. It's all v strange. And those breakfast muffins were absolutely rank!

Zoe seems to be going well now I've got the glucose monitor set up. Logging what you eat is a bit of a pain but in general the app does a really good job of giving you options. A few minor annoyances (eg: doesn't seem to have great choices for easily logging home baked bread, can't use number of nuts as a quantity for almonds, ...) but generally quite impressed. Interesting seeing how the glucose monitor reacts to different meals and today I'm starting first of the 'food challenges'.

One glitch when the interface for logging foods somehow changed to something less-functional (looked like an experimental interface with AI support that could eventually make it a lot easier to log new meals) but I was able to fix that by logging out of the Zoe app then logging back in. 😀

Interesting. I did challenge 1 and 2 on the day I was meant to be logging foods (in 101) because I need to go to work next week so wanted to get the first challenges done on the weekend.

My main annoyance is that you can't log exercise. I have a dog I need to walk and I can see that exercise has an impact so it would be good to see that from the start. Unfortunately I can't plan big sessions of nothing in the working week!

Got my result report on Friday and it was very interesting.

I learnt a fair bit over the time I had the sensor on. The Zoe app gives you ideas to test over the two weeks, this helps you learn some of the science in a practical way. I found that I wasn't able to do all the tests - either because of my commitments that day or just not having the food in. However this wasn't a bad thing because I was also able to see the response from food I regularly ate. (Weetabix was a suprise!)

Now I've got the results the app has unlocked more information about foods. I'm off on holiday, so Ive paused the next phase, but will carry on logging and learning.

Im reading with interest as I've started the test day today - just eaten the lunch muffins which were an improvement on the breakfast ones. The muffins have killed any appetite I have for food going forward, maybe that's how it works?!

I'm using this as hopefully a kickstart into healthier habits as I'm overweight post covid lockdowns and pregnancies and have a diabetic mum, so my risk is high.

So far my average glucose reading is around 6mmol/l which I know is high.

It soared to 10.8 with the breakfast muffins and 7.2 with the lunch ones.

I'm interested to see what the data shows and what recommendations they make.

I also put on weight through Covid and turned 50 recently so trying to kickstart a more healthy regime while in perimenopause!

Mine is having periods when it's v low at night but I also didn't feel great after the muffins (friday) and yesterday we had a massive lunch so I had a small dinner so I'm hoping tonight after 'normal' eating, it will look a bit better! I'm also interested to see what they recommend. It's the first time I've weighed my portions and I can see I've been vastly underestimating my potato intake on Myfitnesspal

Just getting going on Zoe and I did the thing they warn you about 50 times not to do - I gaily set up my blood sugar account within the Libre app, using my own email address and password, rather than the ones they specify. Have now got into my account and changed the password to the one that Zoe specified, but when I try to change the email address to their one, it says it's already in use. Please, someone tell me I'm not the first klutz to have done this, and all is not lost!

I just did this too. Did you manage to find a workaround? I followed the instructions that came in the sensor box. The different info is super confusing! Anyway I've put the muffins back in the freezer as suspect this won't get sorted for tomorrow morning as they are so slow to respond

Just signed up with Zoe — been given a start date of November and have an email confirming my order is complete and asking me to install the Zoe app.

I’ve done that — downloaded and installed from Google Play — and when I open it, I am told to first complete my order via the Zoe website (but the email confirms it is already complete) and to ‘log in’…

But I have NO login credentials — have checked the welcome email…. NOthing…?

Have tried entering my email address + the password I’d choose (to see if ‘registration’ happens by ‘logging in’) but, of course, I just get ‘Unable to log in with provided credentials’ error msg.

Have checked FAQs on Zoe website which tell me the fastest way to get help is via ‘Chat with us’ in the app… which I can’t get into…!

Is anyone able to tell me what it is I’m doing wrong, please…?

TiA

Hi. I'm supposed to start day 1 today of the Zoe app, but couldn't get my phone to scan the sensor. I've tried all the suggestions in Zoe's automated response. Has anyone had this problem and overcome it please? I'm not sure if I should give up on today as I've had no response from Zoe chat, and I can't fast all day. Any advice would be gratefully received. Thank you.

Have a bit of a development. Phone now seems to make contact with the sensor occasionally, but then says scan error, try again. But no luck. Any advice please?

Zoe is a good concept let down by software glitches and patchy customer service.
I followed instructions meticulously. Responder A acknowledged a "glitch' with the gut transit time flagging up as overdue after it had initially shown completed successfully, but then disappeared. Software glitches happen and she was polite and helpful. The prompt asked me to use the plus icon but this 'was not available on first day of testing' - so why show the prompt before the icon is available?
I waited as instructed for the prompt to activate the LibreLink. I followed the instructions carefully on the page I was taken too. It seems this was not the page Zoe intended and as a result the sensor results were not available to Zoe. Responder B wrote 'In relation to your sensor you have incorrectly logged in with your personal information and not the credentials provided by us'. In my brief experience Zoe software has too many glitches and customer service do not take adequately take responsibility for errors in the software but blame the user.