FAQs


Locked Pump
Battery
Battery Cap
Warranty
Infusion Set
Air Bubbles
Shipping

 

Locked Pump

Q: My pump is locked, how do I unlock it?

A: To unlock your pump, complete the following steps.

  1. Press any button to wake the pump up, the screen will read “locked”

  2. Press and hold the up and the down arrows at the same time until you hear a beep. The screen display returns to home screen.

Q: Can I still receive alarms and warnings when my pump is locked?

A: Yes, the pump will alarm as normal.

Q: Am I receiving my basal insulin when my pump is locked?

A: Yes, the pump still delivers your basal insulin when the pump is locked.

 

 

Battery

Q : What type of battery can my pump use (OneTouch® Ping® Animas®2020, Animas®1250 and Animas® 1200 insulin pumps, )?

A: Your pump is designed to achieve optimum performance and battery longevity with an Energizer Lithium L91 AA battery (1.5v)

Q: Can I use an Alkaline AA battery in my pump?

A: Yes, it is possible to safely power your pump with a conventional alkaline battery 1.5V, but the battery life is significantly reduced. Be sure you select the correct Battery Type on the VERIFY screen when you change the battery to ensure accuracy of battery life indicator.

Q: Can I use a rechargeable, carbon zinc or high energy 3.6V AA lithium battery in my pump?

A: No, these batteries must not be used in your pump. Use of these batteries could damage your pump and will void your warranty.

Q: I just changed my battery. Why is my pump saying 0 units on the home/wake up screen but there is insulin in the cartridge?

A: A battery change requires a complete rewind, load and prime. DO NOT start these steps until you have disconnected the infusion set from your body.

 

 

Battery Cap

Q: How often should I change my Battery Cap?

A: Your battery cap should be changed every six months. If you are a frequent swimmer or work in a dusty environment it is recommended to change your cap every three months.

Q: What is the warranty of a battery cap?

A: Your Animas® insulin pump maintenance part (battery cap, cartridge cap) is warranted against defects in materials and workmanship for a period of six (6) months from the date of original retail purchase.

Click here to view the entire Animas insulin Pump maintenance parts warranty.

Q: Why should I have a back up battery cap?

A: The pump will not work without the proper battery cap attached.

 

 

Warranty

Q. How long is my pump warranty?

A: Your pump has a limited 4 year warranty from the date of original retail purchase.

Q: How do I know what is covered under my warranty?

A: To view the details of your warranty terms, see the warranty printed in the owner’s booklet or you can view a copy by clicking here.

Q: How long is the warranty for accessories?

A: Animas insulin pump accessories are warranted against defect in materials and workmanship for a period of three (3) months from the date of the original retail purchase. Click here to view the Animas insulin pump accessories warranty.

 

 

Infusion Set

Q: My Health Care Professional wants me to try a different infusion set, how can I get a sample?

A: You can request a sample of an infusion set from our reorders department. They can be reached at 1-877-YES-PUMP (877-937-7867, option 3) between 8:00am and 8:00pm EST.

Q: I received a sample infusion set but I am unsure how to use it, where can I get instructions?

A: Consult the Instructions for Use that were included with your sample. If you still have questions, you may wish to contact your Heath Care Professional for instructions. You can also view instructions at www.infusion-set.com.

 

 

Air Bubbles

Q. I noticed my cartridge and tubing have air bubbles in them. What could be the cause?

A: Air bubbles can form if refrigerated insulin is used, if the Luer lock connection is not tight, or if using an incorrect cartridge filling technique. Please refer to your Instructions for Use.

 

 

Shipping

Q I need to return my pump as part of a warranty exchange, how do I do that?

A:

  1. Remove the battery and any accessory that is attached to the pump.

  2. Make sure the cartridge cap and battery cap are secured to the pump.

  3. Place the pump you are returning into the protective plastic case in which your replacement pump arrived and then place this pump into the cutout of the box.

  4. Place the return shipping label over the current shipping label on the box and securely tape the box closed.

  5. Check the shipping label for the name of the return shipping company. Please check the appropriate company’s website to locate the nearest drop box.

 

Remember to write down the return tracking number located on the shipping label, so you can track the package’s progress on the shipping company’s website.

 

Please note that it can take several days to confirm the receipt of your package after it has been delivered to Animas. Someone may contact you requesting the return of the item during this time. If someone contacts you, and you have already returned your item, please disregard the message.

For full return instructions, click here.

 

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