You can initiate your request for a software update in the easy-to-use t:connect portal. Below are the steps in the process, and general guidelines for how long each can take. You can always log into the t:connect portal to review your current status.
- Log into your account at portal.tandemdiabetes.com. If you have an existing t:connect account, you can use those same credentials to sign in.
- Navigate to the My Pump menu on the left panel.
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Complete required software update activities:
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Depending on your pump’s current software version and the update that is available, you will see a list of steps that need to be completed.
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Confirm CGM Compatibility: You will be asked to confirm that you are using a CGM that is compatible with the latest software update.
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Review your personal information and Request a New Prescription (not always required): If your pump does not already have Basal-IQ or Control-IQ technology uploaded, a prescription may be required. Tandem will request a prescription from your healthcare provider. Your healthcare provider will then sign and return the prescription which can take 2-14 days (depending on HCP availability). Once Tandem receives the signed prescription back, you will be notified via email and your online training will become available (1-7 days).
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Complete Required Training (not always required): Depending on your pump’s starting software version and the update you selected, you may be required to complete online training modules. You should be able to complete this step within a few minutes to a few hours, depending on how many training modules you were assigned.
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- Once all required software update activities are complete, an Update ID will be provided. Click the View Software Update Instructions link to follow the steps for updating your pump using the Tandem Device Updater, or open the Tandem Device Updater directly and follow the on-screen prompts.
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