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Contact Us

Dexcom is here to provide you with ongoing support and answer any questions you may have about your Dexcom CGM System. Locate the right support department below based on your immediate needs. 

Customer Sales Support

Support with Dexcom orders and general customer questions

1-888-738-3646

Monday - Friday  6 AM - 5 PM PST

Saturday 8 AM - 2 PM PST

customerservice@dexcom.com

 

 

Technical Support

Product troubleshooting or replacement inquiries 

1-844-607-8398

Available 24 hours a day; 7 days a week 

techsupport@dexcom.com

Dexcom CARE

Dexcom CGM training, software downloads, and one-on-one tutorials and training

1-844-607-8393

Monday - Friday 5:30 AM - 8 PM PST

Saturday 6 AM - 3 PM PST

patientcare@dexcom.com

Sensor Inquiries

If you are experiencing issues regarding sensor failure or a problem with your sensor adhesion, please use the forms below to send a direct request to our Technical Support team: 

 

 

Most Frequently Asked Questions

Q:

What features are included in the latest update to the Dexcom G5 Mobile App?

A:

If you rely on your Apple device to view your Dexcom Continuous Glucose Monitoring (CGM) System glucose readings, you will see new features when you update your Dexcom G5 Mobile App to version 1.5. These updates are a result of requests from our valued customers, like you. We hope they help.

 

Mute Override

This will allow you to receive certain Dexcom system alerts, even if your phone sound is off, set to vibrate, or in Do Not Disturb mode. This will allow you to silence calls or texts but still receive CGM alerts. Alerts that you will continue to receive, even if your smart device is silenced, include: Urgent Low Alarm; Low and High Glucose alert; Rise and Fall Rate alerts; and certain critical system alerts. Exception for high/low, rise/fall if you have chosen vibrate-only as your programmed sound.

high and low glucose iPhone App alerts

While most of these are infrequent, critical system alerts that will be audible even if the phone is on silent or vibrate include:

  • Transmitter Found/Pairing Request – This alert will occur if you are setting up a new transmitter and close the app before transmitter pairing has completed
  • Enter BG Meter Values at session startup – After the 2hr warmup period, you will hear an alert when two calibrations are needed to start the sensor session
  • Sensor Failed – If your sensor fails and stops working, you will hear this alert.
  • Replace Sensor Now – This alert occurs each week when your 7 day sensor session has ended. You will receive 6hr, 2hr, and 30min alerts before getting to this critical alert.  The prior alerts are never audible.
  • Enter New BG Meter Value – Occasionally a calibration error occurs after entering a blood glucose meter reading.  You will be asked to enter another BG meter reading so that the system can function properly.
  • Transmitter Error – This alert occurs if your transmitter has failed unexpectedly
  • Storage Full – Data can no longer post to the app because there is no storage space available on your smart device.  Prior to this, you will receive non-overriding warnings that you are running out of space.
  • Dexcom App Error – This is an extremely low occurrence alert when a system error has occurred that requires the app to be restarted or reinstalled.  The notification provides guidance on what to do.

Please note, the only critical system alert that cannot override volume settings is signal loss.

If you turn your phone to silent mode using the switch on the side of your iPhone, your Dexcom alerts will still activate based on the pre-programmed sounds you have chosen, following the sequence described below. This mute functionality description coincides with iPhone 6 and may or may not apply to future iPhone, iPod, or iPad silencing techniques. Please visit our website at www.dexcom.com/compatibility to stay up-to-date on which devices are compatible with the Dexcom app.

 

Vibrate-only Sound Option

This will allow you to choose vibrate-only as your sound for Low and High Glucose alerts, Rise and Fall Rate, and Signal Loss. Vibrate-only is not available for Urgent Low Glucose Alarm or critical system alerts.  These will always require a sound.

low high glucose vibrate only image

How do these features work?

Mute Override and the Vibrate-only sound option work together to make it easier for you to customize your Dexcom alerts.

If your ringer is ON, your volume is greater than zero, and do not disturb is OFF:

  • The first glucose alert will sound at the volume set on your phone, with the sound you chose for that alert.  If the notification is not cleared;
  • Every five minutes, you will receive another notification, in increasing volume.  The third notification will be at 100% volume.  The notifications will stop once you acknowledge the notification on your screen or if your glucose status changes

If your ringer is OFF, your volume is set to zero, or do not disturb is ON:

  • The first glucose alert will vibrate. If notification is not cleared;
  • Your smart phone will sound every five minutes, increasing in volume, until you acknowledge the notification on your screen or if your glucose status changes

If you chose Vibrate-only as the sound for a glucose alert, that alert will never make a sound, regardless of your phone settings (the only exception is for urgent low or critical system alerts- you cannot choose vibrate for these notifications).

  • The first glucose alert will vibrate.  If notification is not cleared;
  • Your smart phone will vibrate every five minutes until you acknowledge the notification on your screen or if your glucose readings return to a safe zone.

 

Apple Watch Updates

If you use an Apple Watch to obtain your Dexcom G5 Mobile readings, you will see enhanced features that should provide a better user experience. You must install watchOS 3 to use your Apple Watch with your Dexcom G5 Mobile app. 

For additional Apple Watch 1.6 features, please read our FAQ here.

 

BRIEF SAFETY STATEMENT

The Dexcom G5 Mobile Continuous Glucose Monitoring (CGM) System ("G5") is a glucose monitoring system indicated for the management of diabetes in persons age 2 years and older. The G5 is designed to replace fingerstick blood glucose testing for diabetes treatment decisions. The G5 also aids in the detection of episodes of hyperglycemia and hypoglycemia. The G5 is intended for single patient use and requires a prescription. CONTRAINDICATIONS Do not rely on the G5 CGM data if you have recently taken acetaminophen. Remove the G5 (sensor, transmitter, and receiver) before Magnetic Resonance Imaging (MRI), Computed Tomography (CT) scan, or high-frequency electrical heat (diathermy) treatment. The G5 is MR Unsafe. Do not bring any portion of the G5 into the MRI environment. WARNING CGM-based diabetes treatment decisions are only approved with the G5, not previous generations of Dexcom CGM systems. Calibrate at least once every 12 hours using a fingerstick. If your G5 does not display a sensor glucose reading and an arrow, or if you are getting inaccurate or inconsistent readings, take a fingerstick. If your glucose readings and alerts do not match your symptoms or expectations, take a fingerstick to confirm. Failure to do so may lead to hyperglycemia or hypoglycemia. The G5 is not approved for use in pregnant women, persons on dialysis or critically ill persons. If a sensor breaks and no portion of it is visible above the skin, do not attempt to remove it. Seek professional medical help if you have infection or inflammation on or near the sensor insertion point. Report broken sensors to Dexcom Technical Support. Sensor placement is not approved for sites other than under the skin of the belly (ages 2 years and older) or upper buttocks (ages 2-17 years). To “share” data, you need an internet connection and a separate compatible smart device running the Dexcom Follow App. Contact Dexcom Toll Free at 877-339-2664 or www.dexcom.com for detailed indications for use and safety information.

Q:

Who do I contact with questions about Dexcom CLARITY?

A:

If you have questions about CLARITY, please contact the Dexcom Care Team at PatientCare@dexcom.com or call 1 (888) 738-3646, ext 4900.

Q:

How do I insert my sensor?

A:

 

Q:

How Can I Reinforce my Sensor Adhesion?

A:

Having problem with the sensor pod not sticking? Before inserting the sensor make sure your skin around the insertion site is free of creams, lotions, or perfume. After cleaning the area with alcohol wipes, let it dry completely. Still having problems? Put medical tape (such as Blenderm, Tegaderm, IV 300 or 3M tape) over the sensor pod’s adhesive patch, making sure you don’t tape over the transmitter. 

Q: Is Dexcom covered by Medicare?
A:

August 28, 2017

Important information regarding the recent Medicare announcement

We are pleased to announce we've begun shipping the Dexcom G5® Continuous Glucose Monitoring (CGM) System to Medicare patients with traditional fee-for-service coverage. Please note that at this time, we are not able to process Medicare Advantage plans. We are continuously working to make this happen and will provide updates as more information becomes available. We certainly appreciate your ongoing patience as we continue working through our queue of Medicare orders in the order they were received.

We have contracted with Ascensia to provide the Contour® Next One blood glucose meter in the bundle of products covered by Medicare. Today, we are not licensed to service all 50 states, so we will also be using Medicare distributors to support us.

What does this ruling mean? Who is covered?
The ruling means Medicare patients with type 1 and type 2 diabetes on intensive insulin therapy who meet the following criteria may now be able to obtain reimbursement:

  • The beneficiary requires a therapeutic CGM. The beneficiary has diabetes mellitus; and,
  • The beneficiary has been using a home blood glucose monitor (BGM) and performing frequent (four or more times a day) BGM testing; and,
  • The beneficiary is insulin-treated with 3 or more daily injections (MDI) of insulin or a continuous subcutaneous insulin infusion (CSII) pump; and,
  • The beneficiary's insulin treatment regimen requires frequent adjustments by the beneficiary on the basis of therapeutic CGM testing results.
  • Within six (6) months prior to ordering the CGM, the beneficiary had an in-person visit with the treating practitioner to evaluate their diabetes control and determine that the above criteria are met; and,
  • Every six (6) months following the initial prescription of the CGM, the beneficiary has an in-person visit with the treating practitioner to assess adherence to their CGM regimen and diabetes treatment plan.

Note: With the initial Medicare coverage ruling, there is a requirement that patients only use the Dexcom G5 Receiver to view their glucose data and not a smart phone or other device. We realize that many patients want to use their smart phone to view their glucose data and we are continuing to work with CMS regarding this decision. For now, exclusive use of the G5 receiver is the requirement for Medicare reimbursement. Dexcom has no ability to override this decision, therefore, we must advise our customers not to use the app with the Medicare product. If a patient feels it is critical to have the ability to use the app, a non-Medicare reimbursed Dexcom system is available for purchase with a prescription.

The Medicare coverage decision for Dexcom G5 is a victory for patient access, and we hope, a first step in getting access to the entire Dexcom G5 set of capabilities. Beneficiaries should reach out to 1-800-MEDICARE with any questions about the Medicare requirements for Dexcom CGM.

 

Are other CGM products covered as well?
The ruling specifically states that only CGM products labeled as a replacement of fingerstick blood glucose testing for diabetes treatment decisions by the FDA and referred to in the ruling as “therapeutic CGM” will be covered. Thus, Dexcom G5 CGM System is the only therapeutic CGM on the market set to be covered by Medicare at this time.

 

How do I get my Dexcom G5 CGM System?
New patients should contact Dexcom by visiting www.dexcom.com/medicare-coverage and submitting a Dexcom G5 CGM interest form. Priority will be given to existing Dexcom CGM patients followed by new patients in the order they were originally received. As our sales representatives work through the queue, patients can expect to hear from Dexcom or an authorized Dexcom distributor about getting started. This will be a slow process and we appreciate everyone's ongoing patience during this process. 

 

Who will send me my Dexcom G5 CGM System?
Dexcom is now shipping G5 CGM supplies directly to eligible Medicare fee-for-service coverage. We have contracted with Ascensia to provide the Contour® Next One blood glucose meter in the bundle of products covered by Medicare. Today, we are not licensed to service all 50 states, so we will also be using Medicare distributors to support us.  

 

How much can I expect to pay for my Dexcom G5 CGM System?
Patients who are covered by Medicare can expect to cover 20% of the costs, although this additional amount may be covered by secondary insurance. Medicare will cover the remaining 80%.

 

I am using a Dexcom G4 PLATINUM CGM. How will this affect me?
The ruling specifically states that only CGM products approved by the FDA as a replacement of fingerstick blood glucose testing for diabetes treatment decisions would be covered, so the Dexcom G4 PLATINUM will not apply. Currently, only the Dexcom G5 CGM System meets this criteria and would be eligible for Medicare coverage. Patients using Dexcom G4 PLATINUM may want to talk to their physicians or Dexcom to see if they would be eligible for Dexcom G5 CGM System.

 

I still have questions. Who can I contact?
Please call Dexcom Customer Service at 888-738-3646 for additional information.