Get In Touch With Acentus.

We build caring and connecting relationships every day, one person at a time.


Corporate Headquarters

4951-B E. Adamo Drive
Suite 220
Tampa, FL 33605-5913

Southwest Office

500 S. Tennessee Street
McKinney, TX 75069-5706

Mid-South Office

127 N. Broad Street, Suite A
Brevard, NC 28712-4463

The Acentus family of companies combined to better serve you.

Ally247 Preston Wound Care

Ally - 866.684.2507      Preston - 888.619.6863

Our FAQ’s

Answers to our most frequently asked questions.

My sensor fell off. What do I do?

How can I receive additional help getting started with my CGM?

View a variety of helpful, easy to learn startup videos at: www.freestylelibre.us/support You may also want to set up a CGM teaching session with your endocrinologist or other diabetes specialist.

My sensor only has a few days until it expires. Why haven’t I received my next order?

Insurance coverage for your CGM only allows orders to ship every 30 days. Claims sent to your insurance company on your behalf will be denied for shipments sent sooner than 30 days apart. Therefore, the earliest your next order can be shipped is 30 days from your last date of service.

Why do I need to authorize my supply reorder?

Insurance guidelines mandate beneficiaries must authorize their monthly supply reorders to confirm any changes in their doctor or Rx, all contact and shipping information is correct and to prevent overstocking of supplies. Acentus clients can set up an Answers reorder portal account to securely review and authorize reorders by visiting https://patient.acentus365.com/en/login and click CREATE AN ACCOUNT. With Answers, you’ll have 24/7 access and insight into all your supply order information.

When can I place my next monthly supply order?

Insurance guidelines allow your monthly reorder to be placed 10 days prior to your next shipment. Acentus clients with an email address and cell phone number on file will receive a message 10 days from the date of their next reorder inviting them to securely review and authorize their next reorder on our SELF reorder portal. Our Acentus customer service team will call clients who do not have an email address on file.

Does Acentus offer clients an on-line portal to view my supply orders?

Yes. Visit https://patient.acentus365.com/en/login and click CREATE AN ACCOUNT to set up your Answers patient reorder portal today. You’ll have 24/7 access and insight into all your supply order information.

Why do I need to see my doctor for my diabetes at least every 6 months?

Insurance guidelines require suppliers to prove beneficiaries continue to have a medical need to use the CGM in 6-month intervals. This continuation of need must be documented in your clinical visit notes that Acentus will request and must receive from your doctor every 6 months.

Why am I receiving an invoice from Acentus?

Receiving an invoice from Acentus indicates your insurance did not pay 100% of the monthly cost of the supplies you received. Your insurance will provide you with an Explanation of Benefits (EOB) that outlines your responsibility. Acentus also receives a copy of your EOB and the amount you are invoiced is generated according to what your insurance indicates is your responsibility.

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