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.

Tandem handles issues with the connection between your Dexcom transmitter and t:slim X2 pump, questions about calibration, the “---” display, and sensor failures after the 2-hour warmup period.

If you receive a Failed Sensor alert after the two-hour warm up, you can now report it online at tandemdiabetes.com/G6form.

For all other CGM issues, including the 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, you should contact Dexcom using one of the options at dexcom.com/contact.

 

Product Who to Contact
CGM Applicator Tandem For
N/A
Dexcom For
  • Physical Damage (e.g., Broken Needle, Cannula or Needle Retraction Issues, etc.)
  • Deployment Issue
  • Painful Insertion
CGM Transmitter Tandem For
  • Pairing Failure (Alert 29)
  • Signal Loss (Between Transmitter and Pump)
Dexcom For
  • Physical Damage
  • Transmitter Latch Issues
  • Difficulty Inserting or Removing Transmitter
  • Low Transmitter Battery Alert
  • Transmitter Failed Error
  • Overheating or Shocking
CGM Sensor Tandem For
  • Inaccurate CGM Values
  • Pump Will Not Accept Calibration Values or Other Calibration Errors
  • Early Sensor Expiration
  • Sensor Failure After 2hr Warmup
  • Pump Displays "???"
  • Pump Displays “No Readings”
  • Pump Displays “Sensor Error”
  • Pump Displays “Wait up to 3hrs”
  • Pump Displays Hourglass for Over 1hr
Dexcom For
  • Physical Damage (e.g., Broken, Detached, Missing Sensor Wire, etc.)
  • Poor or missing adhesive
  • No Initial Calibration
  • Sensor Failure During 2hr Warmup
  • New Sensor Inserted, but Displays “No Restarts” (Alert 25)
  • Bruising, Bleeding, Skin Reactions or other Discomfort
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