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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 tutorials

1-877-339-2664

Monday - Friday 5:30 AM - 8 PM PST

Saturday 6 AM - 3 PM PST

(All hours subject to change)

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:

Is the G6 covered by Medicare?

A:

The Dexcom G6 is currently not available for Medicare patients.  Until then, Medicare users can continue to use the Dexcom G5.

Q:

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

A:

If you rely on your Apple or Android 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 1.7.5. These updates are a result of requests from our valued customers, like you. We hope they help.

We know that your life runs on more than one schedule – and now your Dexcom G5 Mobile can, too! The new Dexcom G5 Mobile App feature, Alert Schedule lets you schedule and customize a second group of alerts that only apply during the hours you specify. For example, set the schedule to match your work hours, active Monday-Friday 8am-5pm.

The first time you turn on Alert Schedule in the app’s Alert Menu, you will be guided through setting up your schedule and choosing days and times for which the schedule applies.

alert schedule set up

 

We’ve also added a setting to Alerts called Always Sound, which replaces Mute Override and is on by default.

alert schedule set up

 

Use Always Sound to ensure Alerts sound when your device is silenced or on Do Not Disturb. For example, you want to silence your phone during school, but still hear your Low Alert. To do this, turn on Do Not Disturb in your phone settings, turn on Always Sound in the Dexcom App, and choose a sound other than Vibrate Only for your Low Alert.

 

For safety, turning off Always Sound won’t silence:

  • Urgent Low Alarm
  • Transmitter Failure Alert
  • Sensor Failure Alert

Important:

  • On Android, all Alarm/Alerts are silenced when using the most restrictive Do Not Disturb setting.
  • On Apple, your Signal Loss can’t sound in Silent or Do Not Disturb.

 

You can find more information on both Alert Schedule and Always Sound in your Dexcom G5 Mobile User Guide.

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(877)339-2664. 

Q:

How do I insert my sensor?

A:

Inserting your sensor/ Inserción del sensor (Spanish)

 

 

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. 

 

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.