Customer Support Wait Times

In-warranty t:slim X2 insulin pump users in the United States can add Control-IQ technology free of charge. The process requires a new prescription and online training, all of which are coordinated through a simple-to-use online customer portal that users can log into with their existing t:connect web application account credentials.

If the email address you used to create the new account is not the one we have on file for you, an account will be created but it will not be associated with your insulin pump and not show any available software updates. You can log in to the customer portal using the email address to which we have sent recent product communications.

You can go to the t:connect customer portal and start the process without waiting for an email. If you do not see an update in the portal, please wait for an email to arrive and try again. We want to keep our Technical Support lines open for fellow pump users who may be experiencing an interruption in insulin delivery and need support.

Note: If you start the update process through the t:connect customer portal now, an email will still be sent out. You can disregard that email if you’ve already started the update process.

The t:connect customer portal is a secure website designed to request your prescription for pump software updates and complete required training. You can also manage your devices and make payments through the portal.

To request a prescription, you must visit the t:connect customer portal. Once you have confirmed your information in the portal, we will reach out to your healthcare provider directly to help you coordinate your prescription.

If you are logged into the Home Screen, click on the “My Devices” tab in the top navigation menu to see if a software update is available for you.

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

You can initiate your request for a software update in the easy-to-use t:connect customer portal. Below are the steps in the process, and general guidelines for how long step each can take. You can always log into the portal to review the latest status.

• Submit your request for a software update on the t:connect customer portal. Your submission will trigger an automated prescription request to your healthcare provider (less than 1 day)
• Your healthcare provider then signs and returns your new prescription at their discretion (2-14 days, depending on your healthcare provider's availability)
• Once we receive, review, and process the signed prescription, you will receive notice of 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 insulin pump (1 day)

Due to high interest, it may take us longer than usual to process prescriptions. Please refrain from calling Tandem Customer Support 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 still need to go through the process to initiate the software update through the t:connect customer portal. Once you have confirmed your information in the system, we will be able to begin processing your software update request, and can incorporate any valid prescription we may have on file from your healthcare provider. You will be notified by email that your training is ready once your prescription is processed.

Shortly following commercial launch, there was speculation that a large number of Tandem insulin pumps were unable to be updated, but this is not the case. If you have an in-warranty t:slim X2 insulin pump, your pump should be able to be updated. It is rare that an in-warranty t:slim X2 insulin pump has a problem that prevents it from being capable of software updates.

This error means the web browser you are using is blocking cookies. In order to resolve, you can do the following: 

• Safari: in the upper left corner, select “Safari”, then “Preferences.” Select the “Privacy” tab and uncheck “Prevent cross-site tracking” and “Block all cookies.”
• iPhone: select “Settings” then select “Safari” then turn off “Prevent Cross-Site Tracking” and “Block All Cookies”
• Chrome: while on the t:connect Portal, select the lock icon in the URL window, select “Cookies”, “Allow” all blocked cookies and then select “Done.”
• For all browsers: after completing above steps, you may need to also clear the browser’s cache.