The new Time in Range feature was added to the t:connect mobile app in version 1.4, released March 24, 20201. If you have an earlier version of the mobile app you will need to update the app through the App Store or Google Play. Only in-warranty t:slim X2 insulin pumps with software versions 6.3 or 7.3 and above are compatible with the new t:connect mobile app. If you have an older software version you will need to update your pump through the customer portal.
For Dexcom continuous glucose monitoring (CGM) specific issues including calibration prompt will not clear, sensor failure during the 2-hour warmup, “no restarts” alert or physical problems with your sensor or transmitter, such as bleeding, bruising, skin reaction, adhesive issues, applicator issues, or broken wires, please contact Dexcom using one of the options at dexcom.com/contact or report the issue online at https://dexcom.custhelp.com/app/webform.
Please see table for a full list of who to contact for Dexcom CGM issues.
Tandem handles issues such as loss of connection (on pump only) and the invalid transmitter (Alert 29) on pump only.