Top FAQs

• Upcoming Obsolescence for the United States: Dexcom G4 Platinum/G5 Mobile CGM Systems*

  This coming June 2020, Dexcom will discontinue the sale of transmitters for the Dexcom G4 PLATINUM and Dexcom G5 Mobile Continuous Glucose Monitoring (CGM) Systems. We will not be able to guarantee the availability of Dexcom G4 PLATINUM or Dexcom G5 Mobile sensors beyond the end of this year.

  As of June 30th, 2020, we will no longer support the Dexcom Share 2 app and it will cease to function after this date. Subsequently, if you are sharing your Dexcom G4 PLATINUM glucose data with Followers, they will no longer receive this information.

  Further, Dexcom Studio will no longer be available for download, and we will discontinue support for the software on December 31st, 2020. In lieu of Dexcom Studio, all Dexcom CGM users have access to Dexcom CLARITY, which provides enhanced reporting and management tools. You can find more information here. 

  We want our customers to experience the latest in CGM technology and invite you to learn about the Dexcom G6, our latest generation CGM system featuring zero fingersticks**, no calibration, and the ability to share your glucose data with up to 10 Followers.*** You can find more information here.

  For current Dexcom G4 PLATINUM and Dexcom G5 Mobile users, your Reorder Sales Specialist or distributor will discuss your individual path to upgrade to the Dexcom G6 the next time you place an order for supplies. If your current insulin pump integrates with either the Decom G4 PLATINUM or Dexcom G5 Mobile Systems, please contact your pump manufacturer directly for upgrade information.

   

  *This announcement is only applicable to residents of the United States. If you’re an international patient, please reach out to your local Dexcom team/distributor for more information specific to your location.
  **If your glucose alerts and readings from the Dexcom G6 do not match symptoms or expectations, use a blood glucose meter to make diabetes treatment decisions.
  ***Separate Follow app and internet connection required.

   

   

   

  Frequently Asked Questions

  How much longer will Dexcom G4 PLATINUM and Dexcom G5 Mobile transmitters be available for purchase?
  Dexcom G4 PLATINUM and Dexcom G5 Mobile transmitters will be available for purchase through June 30, 2020. Dexcom or your distributor will discuss your individual path to upgrade to the Dexcom G6 the next time you place an order for supplies.

  How much longer will Dexcom G4 PLATINUM and Dexcom G5 Mobile sensors be available for purchase?
  Dexcom G4 Platinum and Dexcom G5 Mobile sensors will be available for purchase through the end of 2020. Dexcom cannot guarantee the availability of Dexcom G4 PLATINUM and Dexcom G5 Mobile sensors beyond December 31st, 2020. Dexcom or your distributor will discuss your individual path to upgrade to the Dexcom G6 the next time you place an order for supplies.

  What can I expect when Dexcom stops supporting the Dexcom Share 2 app on June 30th, 2020?
  On June 30th, 2020, the Dexcom Share 2 app will cease to function. If you are sharing your Dexcom G4 PLATINUM data with Followers, they will no longer receive your glucose information after this date. Dexcom or your distributor will discuss your individual path to upgrade to the Dexcom G6, which will enable you to share your data with up to 10 followers, the next time you place an order for supplies.

  If you are a Dexcom Follow app user currently receiving glucose data from a Dexcom G4 PLATINUM user, you will no longer receive this information after June 30th, 2020. After your Dexcom CGM user upgrades to the Dexcom G6 System, they can invite you to Follow them through the Dexcom G6 app.

  What can I expect when Dexcom stops supporting Dexcom Studio on December 31st, 2020?
  On December 31st, 2020, Dexcom will no longer offer troubleshooting or technical support for Dexcom Studio.

  In lieu of Dexcom Studio, all Dexcom CGM users have access to Dexcom CLARITY, which provides enhanced reporting and management tools. You can find more information here.

  How can I download Dexcom Studio?
  We no longer offer Dexcom Studio for download and will discontinue support for the software on December 31st, 2020. In lieu of Dexcom Studio, all Dexcom CGM users have access to Dexcom CLARITY, which provides enhanced reporting and management tools. You can find more information here.

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• How many people can view the information from the Dexcom G5 Mobile CGM System?

  Dexcom G5 Mobile CGM System users can invite up to five followers to remotely monitor their glucose information and receive alert notifications from almost anywhere using the Dexcom Follow App. The Dexcom Follow App is available as a free download through the Google Play store and the Apple® App Store and to the Apple Watch through the Apple Watch Store.

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• How do I invite new Followers?

  Each Sharer can have up to five Followers. To invite Followers take the following steps:

  1. 1. In the Share2 app, press the Followers tab to invite a new Follower.
  2. 2. Enter the Follower’s nickname and e-mail address. Re-Enter the Follower’s e-mail address to confirm the correct address (the Follower will get a Follow Invitation e-mail at this e-mail address). Make sure the Follower can access this e-mail account from their iPhone or iPod touch. Press the “Next” button.
  3. 3. Choose whether or not you want the Follower to see the trend graph by pressing the on/off switch next to Allow Trend Graph View.
  4. 4. Choose whether or not the Follower will get low, urgent low and high glucose notifications on their iPhone or iPod touch. Notifications are sent when the glucose level and time delay conditions are met.
  5. 5. Press the “Send Invitation” button to send a Follow Invitation e-mail to the Follower. Once your invitation is sent, the Sharer cannot adjust the Follower’s recommended settings.
  6. 6. To add more Followers, press the Followers tab on the bottom of the Dexcom Share2 app screen. Then press “Invite Followers” button. You may invite a total of five (5) Followers per Dexcom Share account. When finished adding Followers, press the “Done” button.
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• If I am replacing my iPhone, iPod touch or iPad, what will I need to do?

  You will need to install the Dexcom Share2 app on your iPhone, iPod touch or iPad and follow the setup wizard. Go to Share settings on the receiver and select “Forget Device.” Then open the Dexcom Share2 app, log in using your account you previously created and follow the instructions to pair to your new receiver. The Dexcom Share2 app on your new iPhone or iPod touch will recover your Follower information from the iPhone, iPod touch or iPad you are replacing.

   

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• If I am replacing my receiver, do I have to set up my Followers again?

  If you have already successfully invited and set up your Followers, you will not have to set up your Followers again if you replace your Receiver with Share^TM. You will need to pair your new Receiver with your iPhone, iPod touch or iPad. Select "Pair Receiver" in the Account tab of the Share2 app to begin the process.

   

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• How do I enable the sharing of my glucose data from the Dexcom Share2 app to the Apple Health app?

  Apple Health is an app included in Apple devices with iOS 8 and later installed. The Sharer can enable the Dexcom Share2 app to send glucose information to the Apple Health app. The Health app will display the Sharer’s glucose information with a three hour delay. It will not display real time glucose information. Take the following steps to enable the sharing of glucose data from the Share2 app to the Health app on your iPhone, iPod touch or iPad:

  1. 1. In the Share2 app, press on the "Account" tab.
  2. 2. Press the "Health" button.
  3. 3. Press the “Enable” button. You will be taken to the Health settings.
  4. 4. Slide the “Blood Glucose” on/off switch to ON to enable sharing.
     
  5. 5. Press the “Done” button to return to the Dexcom Share2 app.

   

  Please note: You will not receive glucose alerts on your Dexcom Share2 app. Always use your Dexcom G4 PLATINUM Receiver for receiving glucose alerts.

   

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• Why isn't my receiver's trend screen showing a Bluetooth icon?
  If the Bluetooth icon is not displaying on your trend screen, your Receiver with ShareTM is not communicating with the Dexcom Share2 app on the Sharer’s iPhone, iPod touch or iPad. Take the following troubleshooting steps to ensure the Receiver ShareTM and Share2 app are configured properly:    

  1. 1. Go to the receiver menu and select “Settings,” then select “Share.” Make sure the Share setting is set to "On"
  2. 2. Make sure the Receiver with ShareTM and the Sharer’s iPhone or iPod are within 15 ft of each other.
  3. 3. On the Sharer’s iPhone, iPod touch or iPad, open the Dexcom Share2 app and make sure it is paired with your receiver. Click here for receiver pairing instructions.
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• Can I share glucose information when the Dexcom Share2 App is Closed?

  You will be able to share your glucose information when the app is running in the foreground or in the background. If you close the app completely, you will not be able to share your glucose information..

   

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• Is the Dexcom Share2 app compatible with Android devices?

  No, the Share2 app is currently compatible with select versions of the iPhone ^®, iPod ^® touch and iPad ^®.

  Click here to see a list of compatible devices and software

   

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• Is Dexcom SHARE available internationally?

  No, Dexcom SHARE is currently available in the United States only.  Dexcom continues to work on mobile solutions for global applications.

   

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• Do I need an internet connection for Dexcom SHARE?
  You will need an internet connection for both the Dexcom Share app as well as the Dexcom Follow app to work correctly. You may connect to a WiFI network or move into an area that has cellular data service.
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• How can I tell if there is an established Bluetooth Connection?

  To ensure the Bluetooth is turned on from your phone, you should see the Bluetooth icon on you phone’s status bar.

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• Who has access to the trend graph and notification settings?

  Before an invitation is sent to the Follower:

  • The Sharer can set whether the follower will have access to the trend graph as well as the default notification settings.

   

  After an invitation is sent to the Follower:

  • The Sharer can change whether the follower has access to the trend graph.
  • The Follower can modify the notification settings.
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• What does the “X” icon in the Status tab mean?

  The “X” icon in the Status tab means that the system is not functioning properly. Tap on the Status tab for more information.

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