My device isn’t working, HELP!

Feel free to browse through our frequently asked questions below. However, if you’re in the US, you can also call our support line and talk to a real person… 503.862.6498. You can also email the same team at support@mygenteel.com.

Just like a bike, the Genteel lancing device is complex. But we also know that just like riding a bike, when you first understand it, something clicks and you’ll never forget how! Don’t forget to check out our quick start video to see how it’s done first hand.

This thing hurts! What do I do?

If it hurts, something is wrong… stop doing what you’re doing and read on. The contact tips determine how deep the lancet will puncture your skin. Always start with the factory-installed blue contact tip to ensure the lancet goes just to the top of the capillaries. If you don’t experience a blood draw (90% of our customers won’t with the blue contact tip), change to the yellow and repeat the process. You should be able to continue moving down the size of the contact tip in this manner until you are able to draw the right amount of blood without discomfort. We’ve found that the vast majority of users will experience success with a yellow or green contact tip.

How do I get the contact tip to stay on?

Each side of the contact tip is different. One side is smooth and is intended to be placed against your skin. The opposite side is intended to fit against the clear nozzle and has a lip that will fit snuggly to the nozzle tip. To install a new contact tip, first remove the existing one. Then place a section of the nozzle in the lip of the contact tip. A twisting motion will allow the contact tip to attach itself to the nozzle (just like a cap on a bottle) until it is evenly placed snuggly around the nozzle.

Why is the blood splattering inside the nozzle?

Genteel uses vacuum technology to draw blood from the top of the capillaries to the skin’s surface. Take a look at the activation button on the side of the device. That little hole is intended to be the site where the vacuum pressure is released. If you activate the device and then pull it away from your skin without releasing the vacuum, air will rush into the device under the contact tip and splatter any blood that has formed.

Instead, activate the device and wait for a few seconds until you see a droplet of blood forming. Once you’re satisfied that enough has been drawn, remove your finger from the activation button to release the vacuum. Then you can remove the device from your skin and the droplet of blood will be ready for testing.

I’m not getting enough blood. How do I increase the amount?

An increase in blood flow can be achieved by the following:

1. If you know you’re puncturing the skin when you activate the device, allow the vacuum to draw out more blood by keeping it engaged for a longer time period. To do this, activate the device and keep your finger on the button a bit longer (10-15 seconds).

2. Move to a thinner contact tip. This will allow the lancet to penetrate deeper into the capillaries (the thinner the width of the contact tip, the deeper the lancet will puncture). Do this progressively to avoid pain.

3. Rubbing, patting or adding a warm compress to the test site will bring more blood up to the surface of the skin before testing.

4. Try different body sites or different locations on the same site. Capillary depth can vary, so sometimes a small change in site or position can make a big difference.

Where can I get replacement supplies?

Visit our online store: https://www.mygenteel.com/buynow