CGM System

Dexcom Sensors
Issues include physical damage (e.g., broken, detached, missing sensor wire), no initial calibration, sensor failure during warmup, new sensor inserted but “No Restarts” (Alert 25) displayed, inaccurate CGM values, the calibration prompt will not clear, early sensor expiration, sensor failure after warmup, the pump displays “---“, the pump displays “Wait up to 3hrs”, the Dexcom Mobile App displays “Sensor Error”, or calibration errors. Please report the issue online or contact one of the support departments at Dexcom.

FreeStyle Libre 2 Plus Sensor
Issues including any intentional or unintentional removal of the sensor prior to expiration of the 15-day wear period (e.g., sensor falls off, knocked off due to contact with an object, removed due to error message, etc.) and for any sensor error message (e.g., “Scan Error Check Sensor”, “Sensor Error”, “Incompatible Sensor”, “Replace Sensor”), inaccurate CGM values, readings do not match physical symptoms, or sensor failure during initial warm up period,  contact Abbott at (888) 963-8038. For pump and sensor connection issues, contact the Tandem Diabetes Care Techincal Support Team at (877) 801-6901.

Dexcom Sensors
Issues include physical damage (e.g., broken needle, cannula, or needle retraction issues), deployment issue, or painful insertion. Please report the issue online or contact one of the support departments at Dexcom.

FreeStyle Libre 2 Plus Sensor
Issues including physical damage to the sensor or applicator, sensor fall off during application, painful insertion (e.g., blood, soreness, or redness at the application site) contact Abbott at (888) 963-8038

Dexcom Sensors
Issues include pairing failure on the Dexcom Mobile App, unintended once per day calibration mode, physical damage, latch issues, difficulty inserting or removing transmitter, low transmitter battery alert, transmitter failed, overheating, or shocking. Please report the issue online or contact one of the support department at Dexcom.

FreeStyle Libre 2 Plus Sensor
Not applicable.

Dexcom Sensors
Issues include a loss of connection only on the pump or only the pump displays an invalid Transmitter ID (Alert 29). Please contact the Tandem Diabetes Care Techincal Support Team at (877) 801-6901. If the Dexcom Mobile App is also not receiving data, then Dexcom will handle these issues instead. Please report the issue online or contact one of the support departments at Dexcom.

FreeStyle Libre 2 Plus Sensor
Issues include errors that occur on the t:connect mobile app when attempting to activate the FreeStyle Libre 2 Plus sensor contact Abbott at (888) 963-8038.