Who should I contact for issues with my Dexcom CGM?

Dexcom and Tandem have agreed which system issues are best handled by each company, including which company is responsible for reporting those events to the appropriate regulatory authority. To help ensure that the required reporting takes place in a timely fashion, customers may need to contact Dexcom for some issues and Tandem for others.

 

Product Contact

Dexcom CGM Applicator

Common Issues: Physical Damage (e.g., Broken Needle, Cannula or Needle Retraction Issues, etc.), Deployment Issue, or Painful Insertion

Dexcom

Dexcom CGM Transmitter

Common Issues: Pairing Failure on Dexcom Mobile App, Unintended once per day calibration mode, Physical Damage, Transmitter Latch Issues, Difficulty Inserting or Removing Transmitter, Low Transmitter Battery Alert, Transmitter Failed Error, Overheating, or Shocking

Dexcom

Dexcom CGM Sensor

Common Issues: Physical Damage (e.g., Broken, Detached, Missing Sensor Wire, etc.), No Initial Calibration, Sensor Failure During 2hr Warmup, or New Sensor Inserted but Displays “No Restarts” (Alert 25), Inaccurate CGM Values, Calibration Prompt Will Not Clear, Early Sensor Expiration, Sensor Failure After 2hr Warmup, Pump Displays "---" or “Wait up to 3hrs”, Dexcom Mobile App Displays “Sensor Error”, Calibration Errors

Dexcom

Tandem t:slim X2 Insulin Pump with Dexcom CGM

Invalid Transmitter ID (Alert 29) on pump only, Loss of connection on pump only

If the Dexcom app is also not receiving data, Dexcom will handle the issues above.

Tandem

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