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System

Frequently asked questions about the FreeStyle Libre 14 day System

What components are included in the FreeStyle Libre 14 day system?

The FreeStyle Libre 14 day Flash Glucose Monitoring System has two main parts: a handheld Reader and a disposable Sensor that you wear on the back of your upper arm. The sensor is factory calibrated. You use the Reader to wirelessly scan[1] the Sensor and get your glucose readings. The Reader also has a built-in blood glucose meter, which works with FreeStyle Precision Neo blood glucose test strips. The FreeStyle Libre 14 day reader kit and sensor kit are sold separately and are available at major retail pharmacies with a prescription from your physician.

1. The reader can capture data from the sensor when it is within 1.5 inches of the sensor.

What are the contents of the FreeStyle Libre 14 day reader kit?

The reader kit includes the following items: Reader, USB cable, Interactive tutorial on USB, Power adapter, User’s manual, Quick Start Guide, Quick Reference Guide

What’s are the contents of the FreeStyle Libre 14 day sensor kit?

The sensor kit includes the following items: One sensor pack, Sensor applicator, Alcohol wipe, Product insert

Why does the FreeStyle Libre 14 day system require a 1-hour warm up period? Are any readings available?

During the 1-hour warm-up period, the sensor is acclimating to your body and no readings are available. After the warmup, you can obtain accurate[1] glucose readings for up to 14 days.

1. FreeStyle Libre 14 day User’s Manual

What do I do during the first hour while the the FreeStyle Libre 14 day system is warming up?

The FreeStyle Libre 14 day reader has a built-in test strip port that utilizes FreeStyle Precision Neo Test Strips. During the one-hour warm-up period, you can use the test strip port for your regular glucose monitoring.

Can the FreeStyle Libre 14 day system be prescribed for children?

No. The FreeStyle Libre 14 day system is indicated for the management of diabetes in people ages 18 and over.

Can the FreeStyle Libre 14 day system be prescribed for pregnant women with diabetes?

No. The FreeStyle Libre 14 day system is not indicated for the management of diabetes in pregnant women.

Can the FreeStyle Libre 14 day system be used by dialysis patients?

The FreeStyle Libre 14 day system has not been evaluated for use by persons on dialysis.

What substances could interfere with the results generated by the FreeStyle Libre 14 day system?

Ascorbic Acid and Salicylic Acid may interfere with the sensor readings. Please refer to the FreeStyle Libre 14 day system User’s Manual for further details.

Can taking acetaminophen affect my FreeStyle Libre 14 day system’s glucose readings?

No. The FreeStyle Libre 14 day system is not affected by acetaminophen.

What are FreeStyle Libre 14 day system’s contraindications?

Remove the sensor prior to MRI, CT scan, X-ray or diathermy treatment.

Can the FreeStyle Libre 14 day system automatically calculate/provide insulin dosing/adjustment?

No, the FreeStyle Libre 14 day system does not automatically calculate insulin dosages. However, the data generated by the FreeStyle Libre 14 day system can assist with making treatment decisions. Please refer to the FreeStyle Libre 14 day system User’s manual or interactive tutorial for examples on making treatment decisions.

What is the FreeStyle Libre 14 day system?

The FreeStyle Libre 14 day system is the latest continuous glucose monitoring system from Abbott and is designed to provide accurate glucose readings for up to 14 days with a 1-hour warm-up period. 

Do users need a separate blood glucose meter when using FreeStyle Libre 14 day system?

No, for convenience, there is a built‐in FreeStyle Precision Neo blood glucose meter within the reader.

Does the FreeStyle Libre 14 day system connect with an insulin pump?

No. However, as with any new technology, Abbott is researching a wide variety of potential applications.

What kind of cleaning or disinfection procedure is required to use the FreeStyle Libre 14 day system?

The FreeStyle Libre 14 day sensor is intended for single-use, and does not require cleaning and disinfection. The FreeStyle Libre 14 day reader should be cleaned and disinfected once a week. You may clean your reader with Clorox Healthcare Bleach Germicidal Wipes, EPA reg. #67619-12

How do users discard the disposable components, for example sensor pack and applicator?

This product should be disposed of in accordance with all applicable local regulations related to the disposal of electronic equipment, batteries, sharps, and materials potentially exposed to body fluids.

What is the operating and storage altitude for the FreeStyle Libre 14 day system?

The operating and storage altitude is -381 meters (-1,250 ft.) to 3,048 meters (10,000 ft.)

Has the FreeStyle Libre 14 day system been tested in (a) water and (b) sea water?

a) Yes. Sensors can be worn while bathing, showering or swimming. Don’t take sensors deeper than 3 feet or for longer than 30 minutes. b) No. The FreeStyle Libre 14 day system has not been tested in sea water.

What is the operating temperature for the FreeStyle Libre 14 day system?

The Operating temperature is between 50 °F to 113 °F

What is the optimal temperature range to store my FreeStyle Libre 14 day system product?

The Sensor Applicator and Sensor Pack storage temperature is 39 °F to 77 °F.

Is the FreeStyle Libre 14 day sensor accurate?

The FreeStyle Libre 14 day system is clinically proven to be accurate [1], stable and consistent over 10 days with no fingerstick calibrations.

1.FreeStyle Libre 14 day User’s Manual.

How accurate is the FreeStyle Libre 14 day system at high and low values?

The FreeStyle Libre 14 day system is accurate in the range between 40 to 500 mg/dL and only shows glucose values in this range. If “LO” appears on the reader, your reading is below 40 mg/dL; check your blood glucose again with a test strip. If “HI” appears in your reader, your reading is above 500 mg/dL; check your blood glucose again with a test strip. If a second “LO” or “HI” result appears, contact your health care professional immediately.

Will the accuracy of the FreeStyle Libre 14 day system be impacted by an illness such as a cold or the flu?

For specific information about interactions between illness and your glucose levels, please contact your health care professional.

Is the accuracy of the FreeStyle Libre 14 day sensor consistent over the 14 day wear period?

Yes. The FreeStyle Libre 14 day system is clinically proven to be accurate[1], stable and consistent over 14 days with no fingerstick calibrations.

1. FreeStyle Libre 14 day User’s Manual

Does the accuracy of the FreeStyle Libre 14 day sensor stay consistent over its shelf life?

Yes, the accuracy of the sensor remains consistent during its shelf life. Please refer to the sensor carton for the expiry date.

How is the FreeStyle Libre 14 day system calibrated?

The FreeStyle Libre 14 day system is calibrated at the factory. Specific details about our calibration process are proprietary.

Why doesn’t the FreeStyle Libre 14 day system need calibrating?

All glucose monitoring devices require calibration to maintain accuracy using one of two methods: patient calibration or factory calibration. Unlike other sensor-based glucose monitoring systems currently available, the FreeStyle Libre 14 day system is factory calibrated and does not require the patient to do fingerstick calibrations during the 14-day wear period.

What are the differences between interstitial fluid (ISF) and blood glucose (BG) readings?

Interstitial fluid glucose measurements are taken from the fluid within tissue while blood glucose measurements are taken directly from the blood. Sensor glucose values, which are based on interstitial fluid glucose levels, can be different from blood glucose levels (fingersticks), particularly during times when your blood glucose is changing quickly. For example after eating, taking insulin, or exercising. When glucose levels are falling quickly, glucose readings from the Sensor may be higher than blood glucose levels. On the other hand, when glucose levels are rising quickly, glucose readings from the Sensor may be lower than blood glucose levels.

Will the difference in results between the FreeStyle Libre 14 day system and my blood glucose meter (BGM) impact my dosing decisions?

Sensor glucose values, which are based on interstitial fluid glucose levels, can be different from blood glucose levels (fingersticks), particularly during times when your blood glucose is changing quickly. For example after eating, taking insulin, or exercising. When glucose levels are falling quickly, glucose readings from the Sensor may be higher than blood glucose levels. On the other hand, when glucose levels are rising quickly, glucose readings from the Sensor may be lower than blood glucose levels. If glucose is rising quickly or falling quickly, you will see the check glucose symbol. Whenever you see the check glucose symbol, do a blood glucose test and treat based on that result.

How does the FreeStyle Libre 14 day prescription retrieval service work? Am I obligated to purchase a FreeStyle Libre 14 day system?

With our complimentary prescription retrieval service, we obtain your prescription from your physician, send the prescription to your preferred participating pharmacy and let you know when to contact your pharmacy to pick-up your FreeStyle Libre 14 day system. You are not obligated to purchase any products.

How long will it take to secure a prescription for the FreeStyle Libre 14 day system if I sign up for the prescription service? How will I know when I can pick up my FreeStyle Libre 14 day system from my local pharmacy?

You will receive a status update on your FreeStyle Libre 14 day system prescription via email within one week of the initial request. The actual time it takes to secure a prescription depends on how quickly your physician approves and returns the prescription form to the pharmacy. Once your prescription has been forwarded to your preferred participating pharmacy, you will be advised via email to contact your local pharmacy to make pick-up arrangements for your new FreeStyle Libre 14 day system. If for some reason your physician doesn’t respond to our requests for your prescription, you will receive an email status update informing you so that you may follow up with your doctor.

I requested the prescription retrieval on‐line or by phone, how can I find out about the status?

Please call customer service at 18556328658 and we'll be able to assist you

What if my prescriber does not wish to participate in the program?

If for some reason your physician doesn’t respond to our requests for your prescription or indicates they do not wish to participate in the program; you will be notified via email of the status so that you can follow up with your doctor.

Can a user still scan and get the last 8 hours of data after the sensor has ended after 14 days?

The user is provided with one last opportunity to scan the sensor after the 14 days have ended.

If the sensor is storing glucose readings every 15 minutes, does that mean the user will get the same glucose reading if the sensor is scanned again within the same 15-minute interval?

No, the user can get an updated glucose reading every minute when they scan the reader over the sensor.

What will happen if a user scans frequently, for example, every 30 seconds?

Users can scan as often as they want, but the reading will not update more frequently than every 60 seconds.

How frequently does the sensor capture and store glucose readings?

The FreeStyle Libre 14 day sensor automatically captures the glucose concentration in the interstitial fluid every minute. It also automatically records the glucose concentration every 15 minutes, storing that data in a rolling 8 hour log.

Does this sensor require any special handling at the airport?

Some airport full-body scanners include x-ray or millimeter radio-wave, which you cannot expose your System to. The effect of these scanners has not been evaluated and the exposure may damage the System or cause inaccurate results. To avoid removing your System, you may request another type of screening. If you do choose to go through a full-body scanner, you must remove your Sensor. The System can be exposed to common electrostatic (ESD) and electromagnetic interference (EMI), including airport metal detectors. You can keep your Reader on while going through these. You can safely use your System at all times while on an aircraft.

Can I start a 2nd sensor when I have less than 24 hours left on my old sensor?

No, the FreeStyle Libre 14 day reader may only connect to a single sensor. At the completion of the sensor-wear, a new sensor can be started.

Can I use the FreeStyle Libre software to setup or change settings on my reader?

Yes, you can use the software to setup or change the time & date, sounds & vibrations, language, and target glucose range.

Do I need a new prescription for the FreeStyle 14 day system if I already have a prescription for the "FreeStyle Libre system"?

Yes, the FreeStyle Libre 14 day reader and sensors require a new prescription.

Can the FreeStyle Libre 14 day system be used interchangeably with the FreeStyle Libre (10 day) system?

No. The FreeStyle Libre 14 day system reader and sensors cannot be used interchangeably with the FreeStyle Libre system. 

Where can I buy the FreeStyle Libre 14 day system?

The FreeStyle Libre 14 day system is available with a prescription at participating pharmacies.*†

 

* For Medicare patients, please visit Medicare Guide for more information

† Participating pharmacies are subject to change without notice

Does the FreeStyle Libre 14 day system require a prescription?

Yes, a FreeStyle Libre 14 day reader and sensors require a valid prescription. We can help you get a prescription from your physician through our complimentary prescription retrieval service. We’ll email you once the prescription has successfully been faxed to a participating major retail pharmacy. You can then make arrangements with your pharmacy to pick up your FreeStyle Libre 14 day system at your convenience.

Can I use my Flexible Spending Account to purchase the FreeStyle Libre system?

The FreeStyle Libre system requires a prescription and it may be possible to purchase the Freestyle Libre system using your FSA card. However, please contact your health insurance company to verify that you are able to use your FSA card.

Reader

Frequently asked questions about the FreeStyle Libre 14 day Reader

What languages are available on the FreeStyle Libre 14 day reader?

In the US the FreeStyle Libre 14 day reader can be set to English or Spanish. Language can be changed by going to the Settings menu on the reader.

How frequently does the FreeStyel Libre 14 day reader need to be recharged?

With normal use, the reader can be used for approximately 7 days before it needs to be recharged.

Are the glucose readings erased from the FreeStyle Libre 14 day reader if the reader runs out of power?

No, stored glucose readings on the reader are not lost if the reader runs out of power.

How long does it take to completely charge the FreeStyle Libre 14 reader?

The reader should fully charge in approximately 3 hours if the battery is completely discharged.

Can the FreeStyle Libre 14 day reader communicate with more than one sensor at any given time?

No, the reader can only communicate with one sensor at a time. “Sensor already in use” will be displayed.

What will happen if users do not scan the sensor with the reader within an 8 hour period?

The sensor stores up to 8 hours of glucose data. After 8 hours, the oldest data is overwritten by the most recent data. The reader will display a gap where the oldest data would have been.

Does the FreeStyle Libre 14 day reader automatically adjust for daylight savings?

No, the reader does not automatically adjust for daylight savings.

Can users Add/Edit notes to any glucose reading or to the last scan only?

Users can only add/edit notes associated with the last scan or last blood glucose strip test within 15 minutes.

If the user is adding notes to a blood glucose result, will an icon appear on the result screen?

If a user adds a food note or rapid acting insulin dose, icons will appear on the Sensor Glucose Reading, Logbook and Daily Graph screens.

What does HI/LO mean when it appears after users scan the reader over the FreeStyle Libre 14 day sensor?

If LO appears on the reader when users scan the reader over the sensor it means the reading is lower than 40mg/dL. If HI appears on the reader when users scan over the sensor it means the reading is higher than 500 mg/dL.

What types of sounds/signals are on the FreeStyle Libre 14 day reader?

The reader has Confirmation, Notification & Repeated Reminder sounds, & Confirmation, Notification, Reminder & Repeated Reminder vibrations.

Does the FreeStyle Libre 14 day reader automatically turn off?

For most screens, the reader dims after 45 seconds and turns off after 60 seconds. From a blood glucose test strip result, removing the test strip will turn off the display.

Is there any chance of overlapping glucose readings if users scan the reader over the sensor multiple times during an 8-hour period?

The reader identifies what data is new with each scan and does not double-count any data.

If the user is testing for control solution, will the user be able to add notes?

The user cannot add notes when doing a control solution test.

What is a Trend Arrow? How does it work? What does it tell users?

A Glucose Trend Arrow indicates which way your glucose is going, and is displayed on the FreeStyle Libre 14 day Reader screen after you use the Reader to scan your Sensor. When there is no Glucose Trend Arrow, the System can’t tell if your glucose is rising quickly or falling quickly and will display a check glucose symbol. Whenever you see the check glucose symbol, you should do a blood glucose test and treat based on that result.

Is there a risk of electrical shock while charging the FreeStyle Libre 14 day reader?

The FreeStyle Libre 14 day system is compliant with IEC 60601 standards.

Can a user still scan and get the last 8 hours of data after the sensor has ended after 14 days?

The user is provided with one last opportunity to scan the sensor after the 14 days have ended.

Can users get a glucose reading through their clothing?

Yes, the reader can capture data from the sensor when it is within 1.5 inches (4 cm) of the sensor.

How many glucose readings can be taken while the sensor is being worn?

Users can take as many glucose readings as they want while the sensor is being worn.

Sensor

Frequently asked questions about the FreeStyle Libre 14 day Sensor

How big is the FreeStyle Libre 14 day sensor?

The sensor is 5 mm in height and 35 mm in diameter, which is roughly the size of two quarters stacked together.

Were there any skin reactions reported by patients wearing FreeStyle Libre 14 day sensors?

Mild irritations such as edema, rash, bleeding, itching & infection were reported around the sensor wear area by a moderate frequency of subjects (10.4%) in a clinical study1

1. FreeStyle Libre 14 day User’s Manual

Can users bathe, shower, swim or exercise while wearing a FreeStyle Libre 14 day sensor?

Yes, the sensor is water resistant and will continue working as long as it is not submerged more than 3 feet or kept underwater longer than 30 minutes at a time.

Can an over-bandage be used with the sensor?

The FreeStyle Libre 14 day system is not indicated for use with an over-bandage in the US.

How long can the FreeStyle Libre 14 day sensor be worn?

The sensor is designed to provide accurate[1] glucose readings for up to 14 days.

1.FreeStyle Libre 14 day User’s Manual

What if the FreeStyle Libre 14 day sensor falls off before 14 days of use?

Replace the FreeStyle Libre 14 day sensor and start a new sensor. If the sensor falls off early, please call us at 1-855-632-8658.

What happens to the FreeStyle Libre 14 day sensor after the 14 day wear period?

After 14 days of wear, the FreeStyle Libre 14 day reader notifies you that the sensor has ended and should be replaced with a new sensor.

What happens to the sensor if it is worn outside of the recommended temperature range?

If the sensor stops working due to extreme temperature the reader will display an error message. The sensor will resume recording glucose readings again once it is within the temperature range again.

How is the sensor applied to the body?

The sensor is applied to the back of the upper arm with a simple, disposable device called an applicator. When the sensor is applied, a small (5mm) filament is inserted just under the skin, and held in place with a small adhesive pad.

Will the user feel the sensor while wearing it?

In a study conducted by Abbott Diabetes Care, 93.4 %1 of patients surveyed (n=30) did not feel discomfort under the skin while wearing the sensor.

1. Data on File. Abbott Diabetes Care.

Should the sensor be removed if there is bleeding?

If there is bleeding that does not stop, remove the Sensor and contact your health care professional.

Are there products I can use to help the sensor to stick?

Yes, there are a number of product options to help. Refer to the FreeStyle Libre 14 day Sensor Adhesion Guide.

How do you remove the sensor?

Pull up the edge of the adhesive that keeps your sensor attached to your skin. Slowly peel away from your skin in one motion. Note: Any remaining adhesive residue on the skin can be removed with warm soapy water or isopropyl alcohol.

How frequently does the sensor capture and store glucose readings?

The FreeStyle Libre 14 day sensor automatically captures the glucose concentration in the interstitial fluid every minute. It also automatically records the glucose concentration every 15 minutes, storing that data in a rolling 8 hour log.

How do users know the sensor is working correctly?

The sensor is working correctly if you can get a glucose reading after a 1 second scan. If you do not get a reading, please refer to your User’s Manual for further information on glucose error messages.  

Does this sensor require any special handling at the airport?

Some airport full-body scanners include x-ray or millimeter radio-wave, which you cannot expose your System to. The effect of these scanners has not been evaluated and the exposure may damage the System or cause inaccurate results. To avoid removing your System, you may request another type of screening. If you do choose to go through a full-body scanner, you must remove your Sensor. The System can be exposed to common electrostatic (ESD) and electromagnetic interference (EMI), including airport metal detectors. You can keep your Reader on while going through these. You can safely use your System at all times while on an aircraft.

During what situations/scenarios would one get "Check sensor" messages?

A Check Sensor Message may occur when the Sensor tip may not be under your skin. Try to start your Sensor again. If Reader displays “Check Sensor” again, your Sensor was not applied properly. Apply and start a new Sensor.

Can I start a 2nd sensor when I have less than 24 hours left on my old sensor?

No, the FreeStyle Libre 14 day reader may only connect to a single sensor. At the completion of the sensor-wear, a new sensor can be started.

Is the FreeStyle Libre 14 day sensor accurate?

The FreeStyle Libre 14 day system is clinically proven to be accurate [1], stable and consistent over 14 days with no fingerstick calibrations.

1. FreeStyle Libre 14 day User’s Manual.

Is the accuracy of the sensor consistent over the 14 day wear period?

Yes. The FreeStyle Libre14 day system is clinically proven to be accurate [1], stable and consistent over 14 days with no fingerstick calibrations.

1. FreeStyle Libre 14 day User’s Manual

Does the accuracy of the sensor stay consistent over its shelf life?

Yes, the accuracy of the sensor remains consistent during its shelf life. Please refer to the sensor carton for the expiry date.

Can I use the FreeStyle Libre software to setup or change settings on my Reader?

Yes, you can use the software to setup or change the time & date, sounds & vibrations, language, and target glucose range.

Data

Frequently asked questions about the LibreView Data and Software

What types of reports are available on the reader, if any?

Many reports are available, including Average Glucose, Daily Patterns, Time In Target, Low Glucose Events, Log Book, Daily Graph and Sensor Usage. For more detail please refer to your User’s Manual.

What type of reporting software is compatible with the FreeStyle Libre 14 day system?

The FreeStyle Libre 14 day system is compatible with FreeStyle Libre Desktop software and the LibreView Software. Both are available on-line to download from our consumer website (freestylelibre.us) and our health care professional website (myfreestyle.com/provider), and are free of charge.

Is the FreeStyle Libre software required for me to use the FreeStyle Libre 14 day system?

No, you are not required to use the FreeStyle Libre software, but it can help you more easily spot trends and patterns in your data.

How much does the FreeStyle Libre software cost?

FreeStyle Libre 14 day system is compatible with FreeStyle Libre software & LibreView Software; both are free of charge.

What are the system requirements for the software?

For FreeStyle Libre Desktop software: Microsoft Windows 7,8,10 or OS X El Capitan. At minimum, a computer with a USB 2.0 compatible hub with a dual-core 1.6GHz processor and 2 GB RAM is required.

For LibreView: Windows Vista or higher computers: Microsoft Internet Explorer 10 or higher, Google Chrome release 37.0 or higher, Mozilla Firefox release 32.0 or higher.

What type of reports does the software generate?

The software has many reports including Snapshot, Glucose Pattern Insights, Daily Log, Glucose Summary, and Daily Patterns.

Am I able to share my data from the FreeStyle Libre 14 day system with my Health Care Professional?

You are encouraged to always share your data with your health care professional so that they can better work with you to manage your daily routine.

The FreeStyle Libre software is free to download and use by you and your health care professional. For users of LibreView, you can email a PDF of your reports to your healthcare team by clicking the Email button when viewing your reports. You can also share with your healthcare professional by linking your LibreView account to their healthcare practice.

Can I use the FreeStyle Libre software to setup or change settings on my Reader?

Yes, you can use the software to setup or change the time & date, sounds & vibrations, language, and target glucose range.

 

 

 

 

 

ADC-06041 Ver 4.0 11/18

 

 

 

 

 

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Indications and Important Safety Information

FreeStyle Libre and FreeStyle Libre 14 day Flash Glucose Monitoring systems are continuous glucose monitoring (CGM) devices indicated for replacing blood glucose testing and detecting trends and tracking patterns aiding in the detection of episodes of hyperglycemia and hypoglycemia, facilitating both acute and long-term therapy adjustments in persons (age 18 and older) with diabetes. The systems are intended for single patient use and require a prescription.

CONTRAINDICATIONS: Remove the sensor before MRI, CT scan, X-ray, or diathermy treatment.

WARNINGS/LIMITATIONS: Do not ignore symptoms that may be due to low or high blood glucose, hypoglycemic unawareness, or dehydration. Check sensor glucose readings with a blood glucose meter when Check Blood Glucose symbol appears, when symptoms do not match system readings, or when readings are suspected to be inaccurate. The system does not have alarms unless the sensor is scanned, and the system contains small parts that may be dangerous if swallowed. The system is not approved for pregnant women, persons on dialysis, or critically-ill population. Sensor placement is not approved for sites other than the back of the arm and standard precautions for transmission of blood borne pathogens should be taken. The built-in blood glucose meter is not for use on dehydrated, hypotensive, in shock, hyperglycemic-hyperosmolar state, with or without ketosis, neonates, critically-ill patients, or for diagnosis or screening of diabetes. When using FreeStyle LibreLink app, access to a blood glucose monitoring system is required as the app does not provide one. Review all product information before use or contact Abbott Toll Free (855-632-8658) or visit www.freestylelibre.us for detailed indications for use and safety information.

FreeStyle, Libre, and related brand marks are trademarks of Abbott Diabetes Care Inc. in various jurisdictions. Other trademarks are the property of their respective owners.

No use of any Abbott trademark, trade name, or trade dress in this site may be made without the prior written authorization of Abbott Laboratories, except to identify the product or services of the company. The product images are for illustrative purposes only.

This website and the information contained herein is intended for use by residents of the United States.

ADC-05569 Ver 5.0 10/18

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Click here to reprint your 14 Day Free Reader Voucher or to request an email reissue of the 14 Day Free Reader Voucher, please call the Consumer Relations at 1-833-835-4273 Monday to Friday, 8AM to 8PM EST.

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Please contact customer service at 1-833-835-4273 so we can assist you in continuing the process.