What is the process for getting a software update for my pump and how long does it typically take? Can I track my progress?

UPDATE: Due to high interest, it may take us longer than usual to process prescriptions. Please refrain from calling Tandem to ask about the status of your prescription, in order to keep the phone lines open for customers who may be experiencing an interruption in insulin delivery.

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 latest status.

  • Submit your request for Control-IQ technology at portal.tandemdiabetes.com. Your submission will trigger an automated prescription request to your healthcare provider: < 1 day
  • Your healthcare provider then signs and returns your prescription at their discretion: 2 – 14 days (depends on HCP availability)
  • Once we receive, review and process the signed prescription, you will receive notice of your training via email: 1-7 days
  • Following completion of your training, we will send you another email with your software update ID code and instructions on how to install Control-IQ technology on your pump: 1 day

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