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 |