Panic as ‘life saving’ iPhone app for diabetics stops working on some devices

Diabetics across the UK have been unable to monitor their glucose levels after an update on a popular app caused it to stop working on some phones.

The FreeStyle Libre app works by monitoring blood sugar levels through a small sensor inserted into the body. It provides real-time updates to a mobile phone, and can send an alert if glucose levels are too low or too high.

Yesterday the app stopped working for some users with iPhones, and has been removed from the Apple app store.

Abbott, the company which manufactures the device, provided customers with instructions on how to delete the app and reinstall it – which appeared to get it working again.

A spokesman said it expected the app would be made available soon, but the company faced a backlash from diabetics who rely on the technology.

Diabetics across the UK have been unable to monitor their glucose levels after an update on a popular app caused it to stop working on some phones [File image]

A file image showing a woman wearing an Omnipod insulin pump and Freestyle Libre sensor on the arm

David Burchell, who has type 1 diabetes, told the BBC it was ‘very scary’. He said: ‘This equipment is supposed to save your life. I woke up yesterday morning, went to check my sensor thing… and basically it broke, just showing a white screen and I had a panic.

‘I’ve spoken to [Abbott] many times as this sort of thing has happened before. They told me to delete the app, turn the phone off and on and reinstall… but when trying to re-download it, they’d taken it off the app store so I couldn’t download it. I was left without an active test, other than the fingerprint testing. Pricking your finger 100 times a week is a nightmare.’

Another man wrote online: ‘You realise that not fixing a critical issue like the Freestyle Libre 2 app can endanger lives? Not been able to check my sugar for the past 24 hours. Careless and a very lackadaisical attitude.’

A third user wrote: ‘Major issue with the Freestyle Libre 2 app withdrawn from the app store and not working. They know there’s a problem and they have our info but are saying nothing publicly despite this being a life-threatening issue.’

The NHS says 200,000 people use these types of sensors, provided by the health service for those with type 1 or type 2 diabetes. 

Abbott said: ‘Some customers in the UK are unable to successfully upgrade to the latest version of the FreeStyle LibreLink iOS app. We’ve temporarily removed it from the iOS app store while we work on solutions.’