Setup failed or no readings appeared

A failed setup needs a check at the point that failed, not another copy of the whole guide.

1. Account or payment step failed

If charged but unable to access an account/site, do not subscribe again. Contact support with the purchase date and non-sensitive receipt reference. For a missing reset email or failed login, use account recovery.

2. Site creation stayed pending or failed

Record the displayed state/error and submission time. Check whether a site already appears in your account before submitting another create request. Support should inspect the existing deployment and subscription rather than asking you to repeat checkout.

3. Site opens but has no readings

Confirm current readings in the source app/cloud, then follow the matching connection guide. Note the source time, last Nightscout time and error from the uploader or Pro Connect Logs. A successful credential save is not an end-to-end check.

4. Source is current but the same fix failed

Tell support which step you already tried and its result. Reuse your existing conversation and screenshots. Support should investigate the source/connector/version or hand the case to a person with the needed access, rather than repeat the same instructions without new evidence.

Missing treatment or profile data

Check the route’s data-type limits. A glucose-only route cannot produce pump records. Do not change therapy or enable a second glucose uploader as a repair.

If you want a refund review, state that in the same conversation; support decides each request individually. Troubleshooting and a refund request can be tracked together without treating either as already resolved.