t:connect® Customer Portal Frequently Asked Questions

Account Creation


What is the difference between the t:connect Diabetes Management Application I’ve been using to view my pump data and this new t:connect Customer Portal?

The t:connect Customer Portal (portal.tandemdiabetes.com) is a new secure web application designed for you to request your prescription for the Basal-IQ update and complete required training. You will continue to use the original t:connect Diabetes Management Application (tconnect.tandemdiabetes.com) to upload and view your pump data.

Is there an age requirement to sign up on the t:connect portal?

You must be 13 or older to create a new t:connect account through the Customer Portal. If you are younger than 13 years old, your guardian must first create a guardian account through the t:connect Diabetes Management Application before you can log into the Customer Portal.  To do this, your guardian can go to the t:connect Application, click Get Started, plug in your pump to upload the pump’s data into the system and complete the process of creating the guardian account. After the account has been created, your guardian may login into the t:connect Customer Portal using the same email and password he or she used to create a t:connect Diabetes Management Application account.

I changed my email address in the t:connect Application but that email address doesn’t work in the t:connect Customer Portal now. Why?

At this time, a change to your email address in the t:connect Diabetes Management Application will not automatically change your Customer Portal email address. We are working on automating this, but for now, you will need to continue using the different emails to log in to the respective systems.  

The Customer Portal is asking me for my t:connect Application account information, but I do not have a t:connect Application account. What do I do?

No problem. You will be able to create a new t:connect account through the Customer Portal as part of the software update request process. Please be aware that if you create your t:connect account through the Customer Portal and then try logging into the t:connect Application for the first time to upload your pump data, you may get a message that your account is not associated with a pump. If this happens, please call Customer Technical Support at (877) 801-6901 for assistance.

I already have a t:connect account, but I created a new account in the Customer Portal using a different email address from my t:connect login information. Is this a problem?

If the email address you used is not one we have on file for you: An account will be created but it will not be associated with your pump, and therefore will not show any updates available for you. Please call Customer Technical Support for assistance.

If the email address you used is already connected to your name in our system: You shouldn’t have any trouble. You will just need to remember to log in to each platform with the email you’ve associated with that account, even though they will share a single password.  If you would like to make your email address the same for both accounts, please call Customer Technical Support for assistance.

 

Prescription Process


Can I request a prescription from my healthcare provider and have him or her contact Tandem? 

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

I completed the first step in the Customer Portal, but when I called my provider’s office, they said they haven’t received a prescription request. Why?

The prescription process is not fully automated and requires some work on our end once you’ve requested the update. We will work to get this process completed as quickly as possible, but it may take a few days for your provider to receive the prescription request. We will notify you via email once we have received your signed prescription so that you can begin your training.

Does the Basal-IQ feature require a prescription for people already on a Tandem pump?

Yes. Because Basal-IQ Technology automates an aspect of insulin therapy and uses a new CGM System this update will require a prescription and online training. All new users of the Basal-IQ feature are required to complete training before receiving their unique Update ID Code needed to update the pump software. This new training will be coordinated through a simple-to-use online portal.

I already have a prescription for the t:slim X2 Pump and a Dexcom G6 CGM. Do I still need to get a prescription for the Basal-IQ feature?

If you received your t:slim X2 Pump after July 1, 2018, we may already have a prescription on file, however, you will need to login to Tandem’s new t:connect Customer Portal (portal.tandemdiabetes.com) to confirm your interest and complete the online training for Basal-IQ Technology. 

If you received your t:slim X2 Pump prior to July 1, 2018, you will need to request an updated prescription through the t:connect Customer Portal.  Once we receive a signed prescription from your healthcare provider you must complete online training before you can receive the unique Update ID Code needed to update your pump software.

 

Messages and Alerts


I confirmed my information in the Customer Portal, but I don’t see any training tasks. What should I do?

The training task is dependent on receipt of a signed prescription from your healthcare provider. We will notify you via email once we have received the prescription so that you can begin your training. You can also check the status of your request at any time by visiting the t:connect Customer Portal.

I logged in to the Customer Portal, but I see a message that says, “No Software Update Available.” Why?

In order to be eligible for a software update, you must have a t:slim X2 Insulin Pump and have completed your initial pump start training. If you believe you should be eligible because you meet the above criteria, please call Customer Technical Support (877) 801-6901 for assistance.

I received a message that says my t:connect account is not connected to a Tandem patient record. How can I resolve this? 

Please contact our 24-hour Customer Technical Support team at (877) 801-6901, and we will help resolve your issue.