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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 - 4 PM PST

 

customerservice@dexcom.com

Global Technical Support

Product troubleshooting or replacement inquiries 

1-844-607-8398

Available 24 hours a day;

7 days a week 

Request a Call Back

 

Submit a Patient Support Request

Dexcom CARE

Dexcom CGM training, software downloads, and tutorials

1-877-339-2664

Monday - Friday 6 AM - 5 PM PST

Saturday 7 AM - 1:30 PM PST

(All hours subject to change)

Most Frequently Asked Questions

Q:

Is the G6 covered by Medicare?

A:

Dexcom G6® CGM System will be covered for Medicare beneficiaries, having met the category requirements for therapeutic CGM systems by the U.S. Centers for Medicare & Medicaid Services (CMS). Coverage for therapeutic CGM includes certain beneficiaries who have either Type 1 or Type 2 diabetes and intensively manage their insulin.

We encourage customers to get started with Dexcom G5 now as they’ll be automatically upgraded when G6 becomes available and they’re out of warranty on their Dexcom G5 transmitter.

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:

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:

I’m a Medicare patient. How do I know if I’m covered?

Medicare patients with type 1 and type 2 diabetes on intensive insulin therapy who meet the following criteria may be able to obtain reimbursement:

  • The patient 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.
  • In order to qualify for Medicare coverage, Medicare requires that you have a receiver that is compatible and that you use that receiver with your CGM supplies, even if you also use a compatible smart device. Medicare does not cover CGM supplies that are only used with a smartphone or other mobile device.

For a description of the Medicare Coverage criteria, please visit the Centers for Medicare and Medicaid services website.

 

When will the G6 System be available to Medicare customers?

Dexcom will start shipping Dexcom G6 to Medicare customers towards the end of this year.

 

I’m a current Dexcom Medicare customer, using the Dexcom G5 Mobile. How do I upgrade to the Dexcom G6?

You do not need to take any action at this time. Dexcom or your distributor will eventually upgrade your Dexcom G5 CGM System to Dexcom G6.

You will receive more details in your monthly check-in email or phone call.

 

How can I view my glucose data?

According to the CMS policy, Medicare patients are permitted to use a smart device in conjunction with the Dexcom G5 Receiver to view glucose data.

 

CMS Policy

Coverage of CGM system supplies and accessories are available for those therapeutic CGM systems where the beneficiary uses a receiver classified as DME to display glucose data. There is no Medicare benefit for supplies used with equipment that is not classified as DME. However, Medicare coverage is available for the CGM system supplies and accessories if a non-DME device (smartphone, tablet, etc.) is used in conjunction with the durable CGM receiver. Coverage of CGM system supplies and accessories are available for those therapeutic CGM systems where the beneficiary uses a receiver classified as DME to display glucose data. If a beneficiary intends to never use a receiver classified as DME as the display device, the supplies and accessories are not covered by Medicare.

A couple of examples of how a Medicare beneficiary may use a smart device in conjunction with their receiver are:

  • A patient uses both a receiver and a smart phone throughout the day
  • A patient uses a receiver some days of the week and their smart phone other days of the week

Beneficiaries should reach out to 1-800-MEDICARE with any questions about the Medicare requirements for Dexcom CGM.

 

I have a compatible smart device. How do I use my smart device to see my Dexcom G5 readings?

1. Go to the App Store or Google Play store from your smart device. Search for “Dexcom G5 Mobile”. Download and open the app.

2. Create account or log in using your Dexcom account. For example, a Dexcom CLARITY account.

3. Follow the instructions in the app. When asked, enter the serial number {SN) of the transmitter you're wearing. This can be found on the transmitter box, back of the transmitter or in your Receiver Settings.

4. Your app joins your current sensor session.

 

How do I set up Dexcom Share?

Dexcom Share is a feature of the Dexcom G5 app. To set up Dexcom Share, press the Share icon (triangle in upper right hand of screen) and follow the instructions. The app will walk you through sending invitations to up to 10 Followers. Your Followers will need to download the Dexcom Follow app.

 

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.