Frequently Asked Questions (FAQs)

It’s easy to sign-up. If you wish to do so on-line, please click the "Order Now" button on the home page and you will begin a quick step-by-step process. Or, if you'd like assistance signing up, contact Customer Care at 888-666-4530.

The Philips Virtual Care Management program is designed to provide a price competitive alternative to health insurance coverage that allows individuals to avoid the hassle of submitting claims. For a low monthly program fee, you receive the Philips Connected Blood Glucose Meter (BGM) and all necessary supplies at a price comparable to many copays.

Philips monitors your test strip usage on a continual basis and will automatically send you resupplies before you run out. However, should your supplies be lost or damaged, you can request a re-order through Customer Care at 888-666-4530.

If your credit card is due to expire in the next 30 days, you’ll receive an automated email notification with a useful link and directions explaining how to update your Philips profile. Should your credit card be lost or stolen, or if you wish to use an alternate card, please access your account at shopbiotel.com to update your personal profile.

Every time the monthly program fee is charged to your credit card, you’ll receive an automated email notification stating the amount charged, billing date, and service provided. Additionally, a historical listing of all charges can be accessed when you log into your account at shopbiotel.com

If you submit your enrollment form and have second thoughts or wish to disenroll after you receive your meter, please contact Customer Care at 888-666-4530 as soon as possible and a representative will assist you with the process. Please note that if you choose to disenroll prior to the end of your agreed upon contract period, an early termination fee may apply.

If for any reason you need to return your meter, please contact Customer Care at 888-666-4530 to receive a Return Kit with prepaid postage and instructions. Once you receive the kit, place return items in the package, use the provided shipping label, and following the instructions for returning the package. Please do not return any items without first contacting us.

The Philips BGM's embedded cellular technology enables your data to be submitted to www.philips.com/virtualcareportal anywhere cellular coverage is available. The strength of the cellular signal is indicated on the screen of your BGM. In instances where readings are taken, and no cellular coverage is available, the BGM will store the readings and automatically attempt to transmit the data the next time you take a reading. This process will repeat until the BGM is within the range of the cellular network and the readings are successfully transmitted.

The BGM and the cellular service that makes transmission of the readings possible are all provided to you as part of your low, monthly program fee. There will be no additional data charges or cellular contracts to sign.

Your BGM can always be used, regardless of whether you have an account. The online portal is an accessory to your BGM. It is not a requirement.

Messages to the BGM are provided for your benefit only and do not require a response.

Even if you lose or damage your BGM, all data previously sent to www.philips.com/virtualcareportal will remain available and secure.

The BGM will allow you to check your readings regardless of cellular connection. As long as the battery is charged, you can use it. In most instances, cellular coverage will be sufficient to send the data to the portal. However, if the BGM is unable to send the data, it will be stored in internal memory and the BGM will attempt to send it to the portal again the next time a reading is taken with the BGM. This will occur every time a reading is taken with the BGM until the stored data is successfully transmitted. The BGM can store up to 300 readings.

Your BGM will recognize the time zone where you are located. If problems arise, please contact the technical support center at 877-777-4710.

As long as your BGM is charged, you can continue to take readings anywhere in the world. However, readings will not be transmitted to the portal if you are outside the United States. The BGM will store up to 300 readings and attempt to resubmit them when you take your next reading and will continue this process until you are in range of a cellular network in the United States.

You are not required to tag your blood glucose readings. Blood glucose readings submitted without tags will still be sent to the portal and labeled as “No Selection.”

You can view your message history on www.philips.com/virtualcareportal by scrolling down to the “Latest Message” section located on your “Dashboard” page.

When data is successfully submitted, the BGM will display a message indicating that data was sent. When the BGM is set to “Airplane Mode”, or if a cellular connection is unavailable, the BGM will display a message indicating that it is unable to connect and that another attempt will be made when a subsequent reading is taken.

If you encounter any difficulties with your BGM, please contact our technical support center at 877-777-4710.

When you sign up for Philips Virtual Care Management, you will be sent an email explaining how to access your www.philips.com/virtualcareportal account. Your personal account will be used to securely store your health data, and allow you to review your data as needed. If you have any difficulties accessing your account, please contact our technical support center at 877-777-4710.

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The portal accessed at www.philips.com/virtualcareportal can be viewed on a smartphone. Users can access the site using the following mobile browsers that have been verified and validated to function properly: Apple iOS 7; Google Android 2.8. 

Error messages might occur if an incorrect username or password is entered. They may also occur if you try to save information to your profile in an incorrect format. Please call our technical support center at 877-777-4710 if errors persist.

As a security precaution, www.philips.com/virtualcareportal will log you out after 10 idle minutes. If this occurs, you will be required to login again.

The portal is web-based. If you are using a web-browser to access www.philips.com/virtualcareportal, no special software is required. 

Philips uses guidelines established by the American Association of Diabetes Educator as the default values for our system's recommended glucose ranges. However, you and your healthcare provider should work together to determine your personal goals. Once this consultation occurs, you can adjust your target ranges within the clinical profile of your www.philips.com/virtualcareportal account. And if your healthcare provider has accepted your invitation to access your data, they have the option to adjust your target ranges as well through the healthcare professional portal view; these personalized target ranges will appear on your BGM when you take readings.

Your BGM comes with a step-by-step guide explaining how to set up your account. If you need additional help, please call the technical support center at 877-777-4710.

To safeguard your privacy, it is important to keep your login information secure. If you are using your personal computer to access www.philips.com/virtualcareportal and you feel your information is safe on that computer, you have the option to save your login information using your web browser’s built-in login saving features.

You can refresh your browser to display the most recent readings.

You can edit all of the biographical information listed in your User Profile and add notes for each of your blood glucose readings. However, you cannot edit your blood glucose readings or reading tags.

By accessing your account on www.philips.com/virtualcareportal, you can give one or more family members or friends visibility of your data. Each person you invite will receive unique log-in credentials that can be used to view your data on the portal. Should you wish to provide your physician with access to your data as well, please contact our technical support center at 877-777-4710 and a representative will assist you with the process.

Readings taken on meters other than the Philips BGM can not be automatically uploaded to your www.philips.com/virtualcareportal account. However, it is possible to create manual entries for blood glucose data on the BGM screen and by accessing your www.philips.com/virtualcareportal account. These manual logging capabilities can also be used to document other relevant health data such as blood pressure, carbohydrate intake, and prescription drugs.

We do not sell or share your data with any advertisers or marketers. Customer data is managed with the highest degree of respect and security. Please review our privacy policy to learn more about the steps we take to ensure your personal data is safe and secure.

Our strict privacy policy, including HIPAA compliance procedures, is available for review at Philips global privacy page | Philips.