Getting Help
Getting Help
The mobile app includes direct links to the user manual, troubleshooting, and support under Help. Most questions are answered there, so please check those first.
If you still need help, contact us directly through the Help button in the app. We’re the only ones who can accurately support SugarPixel and Sidekick. Other companies, Facebook groups, and online forums often give incorrect advice that can make issues worse.
To keep SugarPixel affordable, we don’t offer phone support. Instead, we focus on fast, accurate written support through the app.
You must already have SugarPixel setup and running before proceeding.
Unpack the Box
Some parts may be wrapped separately in bubble wrap. Before continuing, confirm you have:
Sidekick
USB wall charger
USB power cable
If anything is missing, stop and email [email protected].
Understand Sidekick Connections and Lights
LED Indicators
Red: External device is using too much power. Perform the Testing Alerts step.
Blue: Sidekick is receiving an alert from SugarPixel
Green: Sidekick is powered on and ready to activate alerts
Power
USB C port to connect the supplied power cable and wall plug for Sidekick
SugarPixel Connection
Built-in cable used to attach Sidekick to SugarPixel
Vibration Puck
Port for attaching SugarPixel’s vibration puck to Sidekick
Bed Shaker
Port for attaching standard bed shaker connectors to Sidekick
USB Device
Port for attaching external USB Devices to Sidekick
Plug in Sidekick
Important: Incorrect setup can prevent alarms, damage the device, create a fire risk, and void the warranty.
Remove the red warning sticker from the back of Sidekick (if present).
Sidekick is designed to sit directly under SugarPixel. Remove the adhesive covering from the attachment dots on the top of Sidekick, align your SugarPixel to the top of Sidekick, and press down to affix them together.
Plug in the built-in headphone style Sidekick cable to the vibration port of SugarPixel
Plug in the supplied power cable and wall charger.
Power requirements:
If your country supports the included US / EU / UK / AU plug:
→ Use only the supplied wall charger and cable.
If your country does not:
→ Use a plug adapter with the supplied charger.
→ Do not use a third-party USB wall charger.
Because Sidekick alerts rely on external devices which we are not capable of testing and ensuring full compatibility, you must continue to utilize your primary CGM alerts and we strongly recommend using the built-in visual and ascending alerts for the SugarPixel to ensure you have a secondary SugarPixel alert in addition to the external devices.