Write to us
We answer in Hebrew and English, Sunday to Thursday, as quickly as we can.
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Before you write
Many problems are solved in a minute with the troubleshooting chapter of the guide (Hebrew): no internet, photos not arriving, glucose “not current”, a black screen or touch not working.
What to include
- What happened, and what you expected. When it started, and whether it keeps happening.
- What the screen says, word for word, or a phone photo of the screen. Before you take the photo, turn on guest mode (it hides glucose, the calendar and notes), unless the problem is with the glucose card.
- The frame's name and version: Settings → About.
- The frame's support report: Settings → System → Support → show the report. From a paired phone you can copy it or download it as a file and attach it. It contains no passwords or tokens, but it does include folder, sender and calendar names, so send it only to us.
Never send (not even to us)
- A Google account password or your Wi‑Fi password.
- Your Nightscout API_SECRET or token, or secret calendar links.
- The 6-digit code on the screen (for pairing a phone), or the settings PIN.
We will never ask for them. If someone asks you for them in SweetFrame's name, do not send them, and let us know.
Medical questions and emergencies
SweetFrame is a photo frame, and its glucose display is for information only. For questions about glucose readings and treatment, contact your medical team; in an emergency call emergency services (101 in Israel). A problem with the glucose display? First check the CGM device or the official app, then write to us.
More
- Privacy policy and requests about your information (what we do with a request: section 7)
- Accessibility statement and accessibility requests
- Requesting the source code of open-source components
- Family guides (Hebrew)