Frequently Asked Questions


The questions below are frequently asked during customer service calls we have received.  The answers are a summary only.  The applicable product user guide should be consulted for a more complete explanation.  In addition, the answers do not take the place of guidance or instructions you may receive from your health care provider.  The information provided is not intended to be used for medical diagnosis or treatment or as a substitute for professional medical advice.  If you still require assistance after consulting the guidance below, you may also contact our customer service team at (877) 801-6901. If you are having a medical emergency, please call 911.
 
We have also created Quick-reference sheets that walk through how to use some of the most commonly used features of our pumps. They can be found, along with all the Tandem product user guides, on our Documents and Resources page.  

 

Tandem Pumps


CHANGING SETTINGS

How do I change my basal rate(s)/carb ratio(s)/correction factor(s)/target BG(s)?

Click here for a document that walks you through the process for editing your Personal Profiles, which control all of those settings.

My replacement pump shows “units” instead of “grams” on the bolus screen. How do I change it?

Follow the above instructions to edit your active Personal Profile. Under “Bolus Setting” change Carbs to ON.

How do I enter a BG without delivering a bolus?

  1. From the home screen, tap BOLUS
  2. Tap Add BG
  3. Using the onscreen keypad enter your BG
  4. Tap DONE
  5. If your BG is above your target, you will be asked if you would to add a Correction Bolus. Tap NO. If you have insulin on board, you will be cautioned your BG may drop low and advised to re-test BG as necessary.
  6. Tap the T button to return to the Home Screen.
  7. You will be warned that you may be in the middle of a process that impacts insulin delivery. Your pump will confirm that you want to exit and return home. Tap YES.
  8. Your BG has been recorded.
 

How do I change the time and date on my pump?

Edit Time
  1. From the Home Screen, tap OPTIONS.
  2. Tap My Pump.
  3. Tap Pump Settings.
  4. Tap Time and Date.
  5. Tap Edit Time.
  6. Tap Time.
  7. Using the onscreen keypad, enter the hour and minutes. Verify and tap DONE.
  8. Tap Time of Day to set AM or PM.
  9. Verify the correct time is set and tap SAVE.
  10. Any edits to Time or Date will not be saved until you tap SAVE.

Edit Date
  1. From the Time and Date screen tap Edit Date.
  2. Tap Month.
  3. Find and tap the current month displayed on the right. Use Up/Down Arrow to view months not displayed.
  4. Tap Day. Using the onscreen keypad enter the current day. Verify and tap DONE.
  5. Tap Year.
  6. Using the onscreen keypad enter the current year. Verify and tap DONE.
  7. Verify the correct date is set and tap SAVE.
  8. Tap Tandem Logo to return to the Home Screen.

What does the “+” mean in my insulin gauge?

After tubing fill is complete, when the pump returns to the Home Screen, an estimate of how much insulin is in the cartridge is displayed in the upper right portion of the screen.

A + before the number indicates that more than the number of units shown have been detected in the cartridge. After 10 units are delivered, a specific number of units remaining in the cartridge will be displayed on the Home Screen.

The amount of insulin remaining displayed on the Home Screen will decrease 5 units at a time (for example, you will see 140, 135, 130, 125). When less than 40 units remain (90 units in t:flex Pumps), it will begin decreasing 1 unit at a time (for example, you will see 40, 39, 38, 37) until there is 1 unit remaining.

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STORING OR SHIPPING YOUR PUMP

I need to ship my pump or store it for an extended period of time. How do I place my pump in storage mode?
  1. Plug a USB cable into the micro-USB port of your Tandem pump and connect it to a power source.
  2. If properly connected, you should hear an audible alert and a charge symbol (lightning bolt) will appear on the battery level indicator.
  3. Press and hold the Wake Button for approximately 30-40 seconds.
  4. When the pump beeps/vibrates three times, release the button.
  5. To confirm the pump is in Storage Mode, unplug the pump from the power source and press the Wake Button. The screen should not illuminate.
  6. If the screen illuminates, repeat steps 1-4.

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TEMPORARY REMOVAL OF YOUR PUMP

I am going to swim/bathe/exercise for up to an hour. What should I do with my pump?

Your infusion set allows you to temporarily disconnect at the site. Your set comes with a cover and instructions to use aseptic (clean) technique when disconnecting. There are two ways to stop insulin delivery on your pump:

  1. You may choose to suspend delivery while disconnected from your pump. Your hourly basal rate represents the maximum amount of insulin that will be wasted if you disconnect for an hour. Remember, you are not getting any basal insulin while disconnected, so limiting the time you are disconnected and remembering to “Resume” your insulin delivery are very important.

    Click here for a document that walks you through the process for suspending and resuming insulin.

  2. An alternate option for suspending insulin delivery is to set a Temporary Basal Rate of 0%. This feature can be set for anywhere from 15 minutes to 72 hours. To set a 0% Temporary Basal Rate:
  1. From the Home Screen, tap OPTIONS.
  2. Tap Temp Rate.
  3. Using the onscreen keypad, 0. Tap DONE.
  4. Using the onscreen keypad, enter desired length of time. Tap DONE.
  5. Verify settings and tap START.

Your BG level and your activity at the time of your disconnection are a few of the factors that will determine if you need to replace the basal insulin you missed. This is unique to both the individual and the situation and will vary greatly among users. We recommend discussing with your healthcare team.

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YOUR PUMP'S TOUCHSCREEN

My pump’s screen appears scuffed and scratched. What should I do?
Your pump is shipped with a pre-applied screen protector. Please remove the screen protector to determine if the scratches are on the screen or the protector. Additional screen protectors can be ordered from Tandem Diabetes Care at (877) 801-6901.

My pump’s screen is cracked. What should I do?
Your pump’s screen is covered under the terms of our limited 4-year warranty under normal conditions of use. Please contact Customer Technical Support at (877) 801-6901 option 1.

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REPLACING YOUR USB DOOR 

How do I change the rubber door on my pump’s USB port?

Removing the old door -
Take the case off before removing the rubber door. Grip the door firmly where it attaches to the pump, and pull to remove.

Installing a new door -
Push the pointed tab into the hole until you feel a snap.

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IOB (Insulin on Board)

What is “IOB”? Can I get rid of it?
The insulin on board (IOB) reflects how much insulin is remaining in your body from previous boluses that will continue to lower your blood glucose. This is sometimes referred to as “active insulin.” The insulin duration setting is needed to calculate IOB. It does not include any basal insulin, only insulin delivered as a food or correction bolus (including a Quick Bolus). Its accuracy is dependent on entering the correct Insulin Duration setting in your Personal Profiles.

There is no way to disable this feature.

What is “Duration of Insulin”?
Duration of Insulin is the approximate time that the remaining Insulin on Board (IOB) will remain in your body and continue to lower your blood glucose. This value is specific to your IOB. It does not refer to the length of delivery for any extended boluses that you have recently administered.

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Tandem Device Updater


Can I stop an update once I’ve begun?

No, you cannot stop an update once you’ve started. After you complete the safety steps and start an update, you must complete the update process in its entirety.

What happens if I enter an invalid Update ID Number?

The update will be denied. You must enter the correct 7-digit Update ID Number in order to update your insulin pump. In order to maintain security during the update process, each Update ID Number is associated with a specific pump serial number and can only be used once. Check your email and confirm you’ve entered the correct Update ID Number. If you cannot locate the correct Update ID Number, call Customer Technical Support at (877) 801-6901.

Why am I having problems connecting to the Tandem servers?

In order to ensure the Device Updater meets your needs, we must periodically bring the servers down for service, updates, or repairs. During these maintenance windows, the Device Updater may be unavailable and you may not be able to update your pump.

What do I do if my pump displays a Connection Error Alert?

You may see a Connection Error Alert when the Device Updater is unable to communicate with your pump. Depending on your computer, the time it takes to establish communication will vary. If the issue persists, call Customer Technical Support at (877) 801-6901.

What do I do if I lose my internet connection?

You must be connected to the internet in order to update your pump. The Device Updater will display a message if the connection is lost during an update. Reconnect to the internet, click Continue, and follow the on-screen instructions.

How much time do I have to complete the update?

There is an update timer that will ask you to restart the update if more than 60 minutes have passed since you started the process. Click Restart and follow the on-screen instructions.

What do I do if my pump comes unplugged during the update process?

Depending on when during the update process your pump was unplugged, you may be able to continue. Follow the on-screen instructions.

What do I do if my computer goes into “hibernate,” “sleep,” or “stand-by” during an update?

The update will most likely fail. Bring your computer out of this mode and follow the on-screen instructions.

What happens if I tap NO on the Pump Reboot screen?

If you decide you no longer want to update your pump and tap NO on the Pump Reboot screen, your pump will not allow the update. You will need to exit the Device Updater. Your pump software will not be updated, but you can update at another time by restarting the Device Updater.

What do I do if an update fails to install on my pump?

If you started an update and it failed, stop all pump use and call Customer Technical Support at (877) 801-6901.

Why don’t I have any available updates?

Some updates may not be available for all Tandem insulin pumps. You can check back at any time to see if updates are available.

Can I update more than one insulin pump?

You can update multiple pumps, but each pump has a unique Update ID Number and only one pump can be updated at a time. Complete an update on the first pump and make sure you get the Update Successful message. Unplug the first pump, close the Device Updater, and restart the process with the next pump. You will not need to reinstall the Device Updater or use a different computer for each pump update.

Can I revert my insulin pump to the previous software version?

You cannot revert your insulin pump software after you’ve completed an update. If an update is canceled or fails prior to completion, your insulin pump will revert to the previous software version. Can I update my insulin pump while on vacation or otherwise outside of the United States? No, for security purposes, the updated software is only available within the United States. If you try to update from outside of the United States you will get an error message and be unable to proceed.

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Infusion Sets


How do I change my infusion set?

See our Documents and Resources page for more detailed instruction on all of the infusion sets we offer.

Where should I put my infusion set on my body?

Your infusion set can be worn anywhere on your body where you would normally inject insulin. The most commonly used sites are the abdomen, upper buttocks, hips, upper arms, and upper legs. Absorption may vary from site to site, so please work with your healthcare provider to determine the best options for your individual situation. Always avoid placing the infusion set directly on scars, moles, stretch marks, or tattoos.

NOTE: It's very important to rotate your set placement among the various sites. Infusing insulin into the same area can change the way that tissue absorbs insulin over time. Establish a rotation schedule that best fits your needs.

How do I change my contact™ detach Infusion Set without changing my tubing/cartridge?

Connect the new 3 inch tubing with coupling housing and needle to your tubing luer-lock BEFORE inserting new Set to your body. Use “Fill Tubing” to fill/prime the 3 inch tubing. When filling tubing, be sure to tap “Fill” when asked if you have installed a new cartridge or are filling tubing on existing cartridge.

You should see drips of insulin come out of the needle after a fill of approximately 2 units. Stop when drips are seen. Remove needle guard, insert set, and resume insulin delivery.

Can I change my infusion set without changing my tubing?

Yes, but be sure that you do not exceed the maximum time of use for any of your other supplies (tubing or cartridge) as a result of changing your infusion set early.

When filling the cannula on your new site, use “Fill Cannula” only, not ”Fill Tubing” UNLESS you use a contact™ detach Infusion Set, in which case refer to the next question below.

Can I change my tubing without changing my infusion set?

Yes, but be sure to fill your new tubing BEFORE connecting it to your infusion set.

Can I change my tubing and infusion set without changing my cartridge?

Yes. Follow the instructions for your particular infusion set. When filling tubing, be sure to tap FILL when asked if you have installed a new cartridge or are filling tubing on an existing cartridge.

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Traveling with an insulin pump


Can I take my pump through the full-body scanner or put the pump through the luggage X-ray machine at the airport?

Tandem pumps are designed to withstand common electromagnetic interference from airport metal detectors, but should not be exposed to X-ray screening, including whole body imaging scanners and baggage X-ray machines. Notify the security agent that your pump should not be exposed to X-ray and request an alternate means of screening. (e.g. pat down or disconnect at site and ask for hand inspection of device.) When disconnecting, be sure to only disconnect at the infusion site, not at the Luer connection. Disconnecting at the Luer connection will result in air in your tubing and can compromise insulin delivery.

What about other security screening devices?

Metal Detector - YES
Ok for Tandem Pumps. Notify security agent in advance that you are wearing a pump, since the pump will be detected.

Baggage X-ray Machines - NO
Notify the security agent that your pump should not be exposed to X-rays and request an alternate means of screening. (e.g. pat down or disconnect at site and ask for hand inspection of device.)

Full Body Scanners - NO
Although the newer models of these scanners are not X-rays, we have not tested Tandem pumps with these devices. We recommend requesting an alternate means of screening. (e.g. pat down or disconnect at site and ask for hand inspection of device.)

Can I travel with the unopened Travel Loaner Pump in my checked baggage that goes through the luggage X-ray machine?

Tandem pumps are designed to withstand common electromagnetic interference, including airport security systems, but was not tested for exposure to X-rays, including whole body imaging scanners and airport luggage X-ray machines. We recommend keeping the Travel Loaner Pump with you during travel, so that you always have access to it if anything should happen to your existing pump, or in case your luggage should get misplaced.

What if someone opens my Travel Loaner Pump box to inspect it? Will I have to pay for the pump?

It is important to reseal the box in the exact condition it came in as soon after this occurs as possible to keep the pump protected. If this happens, please let us know when you return the pump. We will inspect the pump when it is returned to ensure it was not used. As long as there is no sign of usage and the software indicates it was never activated, you will not be charged for the pump.

 

t:connect Application


T:CONNECT® DIABETES MANAGEMENT APPLICATION

What if I forget my password?

You can reset your password directly from the t:connect Application. Just click the “Forgot Password” link on the login page and a link to reset your password will be sent to the email address in your profile.

How do I change or reset my password for my t:connect account?

To change your password:
  1. Log into your t:connect account.
  2. Click “Settings.”
  3. Click “My Account.”
  4. Under “About me” find “Password” and click “Change.”
  5. Enter your current password and your new password.
  6. Click “Save.”
  7. Your password has been changed.

How do I create a t:connect Application account?

  1. Run the t:connect Uploader software. The t:connect Uploader software should automatically start after you complete the installation. If it does not automatically start, double click the program’s icon on your desktop or applications folder. A small window will appear on your desktop.
  2. Connect your pump to your computer using the Tandem-supplied micro-USB cable. Note: You do not need to disconnect your infusion set or stop insulin delivery.
  3. The t:connect Uploader will detect your pump and display its serial number on the computer screen. Click the Start Upload button.
  4. The t:connect Uploader will prompt you to create a new account. Click the Get Started button.
  5. Select your account type. Note: If you already have an account, just sign in with your username (email address) and password to add your new pump to your existing t:connect account.
  6. Fill in the necessary details to create your account.
  7. Enter your Blood Glucose Limit values to personalize your reports.
  8. Check your email inbox for a welcome message from Tandem Diabetes Care, and click the link to confirm your email address.

How do I upload my pump to the t:connect Diabetes Management Application?

  1. Go to http://tconnect.tandemdiabetes.com. Click Get Started to download the t:connect Uploader.
  2. Click on the green button to download the t:connect Uploader, and follow the online steps to install it on your computer.

Why can’t I see my device on the t:connect Uploader even though it’s plugged in?

Consult the “Troubleshooting” chapter of this User Guide or call Customer Technical Support at (877) 801-6901.

Can I stop an upload once I’ve begun?

Yes, you can stop an upload once you’ve started by clicking Cancel Upload. Why am I having problems connecting to the Tandem servers?

Why am I having problems connecting to the Tandem servers?

In order to ensure the t:connect Application meets your needs, we must periodically bring the servers down for service, updates, or repairs. During these maintenance windows, the t:connect Application may be unavailable and you may not be able to upload data or view reports.

What do I do if I lose my internet connection?

You must be connected to the internet in order to access the t:connect Application. The t:connect Uploader will display a message if this happens during an upload. Reconnect to the internet and restart the upload.

How long will an upload take?

Upload times depend on the length of time since the device was last uploaded. The t:connect Application only uploads data since the last upload, so uploading more frequently will decrease upload times.

What do I do if an upload failed or I cannot continue?

Call Customer Technical Support at (877) 801-6901.

Call Customer Technical Support at (877) 801-6901. Can I access the t:connect Application while on vacation or otherwise outside of the United States?

No, for security purposes, the t:connect Application is only available within the United States. If you try to log in from outside of the United States you will get an error message and be unable to proceed.

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t:connect Application for Healthcare Providers


Why can’t I see the device on the HCP Portal even though it’s plugged in?

Consult the section Upload Issues in this User Guide or call Customer Technical Support at (877) 801- 6901.

How do I create an account for my patient?

If your patient has not yet created a t:connect Account, you can create it with them during their next appointment. From the Currently Connected section when the pump is plugged in, you will be prompted to create an account.

How do I restart the t:connect HCP Software?

Right click the t:connect HCP icon in the system tray. You will see a small menu. Click Restart from this menu.

Can I stop an upload once I’ve begun?

Yes, you can stop an upload once you’ve started by clicking Cancel Upload.

What happens if I enter an invalid Account ID Number?

You will not be able to create an account. You must enter a valid Account ID number in order to create a t:connect HCP Account. In order to maintain security of our customers’ data, each Account ID Number is associated with a specific Healthcare Team. Check your email and confirm you’ve entered the correct Account ID Number. If you cannot locate the correct Account ID Number, call Customer Technical Support at (877) 801-6901.

How can I use a BG meter that is supported by the t:connect Application with other data management software installed on my computer?

Every time the t:connect HCP Software is communicating with a BG meter, you will be notified with a pop-up message in the lower right hand corner of your computer. If you do not want the t:connect HCP Software to communicate with a BG meter so that you can use the device with other data management software, click the Stop Connection button.

Why am I having problems connecting to the Tandem servers?

In order to ensure the t:connect Application meets your needs, we must periodically bring the servers down for service, updates, or repairs. During these maintenance windows, the t:connect Application may be unavailable and you may not be able to upload data or view reports.

What do I do if I lose my internet connection?

You must be connected to the internet in order to access the t:connect HCP Portal. The HCP Portal will display a message if this happens during an upload. Reconnect to the internet and follow the on-screen instructions

How long will an upload take?

Upload times depend on the length of time since the device was last uploaded. The t:connect Application only uploads data since the last upload, so uploading more frequently will decrease upload times.

What do I do if an upload failed or I cannot continue?

Call Customer Technical Support at (877) 801-6901.

Can I upload more than one device at a time?

You can upload the data from one pump and one BG meter at the same time, but only when they are associated with the same patient. Otherwise, only one device can be uploaded at a time.

Can I access the t:connect Application from outside of the United States?

No, for security purposes, the t:connect Application is only available within the United States. If you try to log in from outside of the United States you will get an error message and be unable to proceed.

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