t:connect mobile app error: unable to reach t:connect cloud

This error appears when your mobile device is unable to connect with our cloud server. To fix this issue, try the following steps:

Before following the below troubleshooting tips, please ensure that you are on version 1.5 or later of the t:connect mobile app. You must be on version 1.5 or later in order to connect with the cloud server.  

To check your current version: 

  1.  From the t:connect mobile app go to Settings > About 
  2. Application version should be 1.5 or higher 

To manually update your iOS app: 

  1. Open the App Store® 
  2. Tap your profile icon at the top of the screen 
  3. Scroll to see pending updates and release notes. Tap Update next to the t:connect mobile app to update to the latest version. 

To manually update your Android app: 

  1. Open the Google Play app 
  2. At the top right, tap the profile icon 
  3. Tap Manage apps & devices 
  4. Find the t:connect mobile app and tap update 

Already updated your app? Please try the following troubleshooting tips: 

  • Ensure you have a stable internet connection
    • If you are not connected to WiFi, please ensure that you have enabled Data for the t:connect app:
      • For iOS devices, you can check this by going into Settings > scroll to t:connect > Cellular Data (toggle ON)
      • For Android devices, you can check this by going into Settings > Data usage > Scroll to t:connect > Restrict app background data (toggle OFF)
  • Try connecting to a different wireless network
  • Force quit/close out of the mobile app, then relaunch the mobile app
    • To Force Quit on iOS devices: Double tap the Home button or swipe up from the bottom and hold. Find the t:connect mobile app and swipe up to close.
    • To Force Close on Android devices: Open Settings > Application Manager > Scroll to t:connect > tap Force Stop
      • **Please note that steps may vary slightly based on iOS/Android version
  • Sign out of the app and sign back in
    • Please note that you will need to pair your pump again to the mobile application
  • Restart your mobile device

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Note: If you experience any problems with the pairing process, please try repeating the process from the beginning, as that seems to resolve most issues.

App Store is a registered trademark of Apple Inc.

Google Play and the Google Play logo are trademarks of Google LLC.

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Customer Support

Need help with your Dexcom CGM?

For Dexcom continuous glucose monitoring (CGM) specific issues including calibration prompt will not clear, 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, please contact Dexcom using one of the options at dexcom.com/contact or report the issue online at https://dexcom.custhelp.com/app/webform.

Please see table for a full list of who to contact for Dexcom CGM issues.

Tandem handles issues such as loss of connection (on pump only) and the invalid transmitter (Alert 29) on pump only.

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