Dexcom

Dexcom, Dexcom Clarity, Dexcom Follow, Dexcom One, Dexcom Share, and any related logos and design marks are either registered trademarks or trademarks of Dexcom, Inc. in the United States and/or other countries.

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If you don’t have the Dexcom App because you’re using a receiver, you should use your username for Dexcom Clarity

Where to find your username in your Dexcom App

If you are still can’t find your username, please contact Customer Service on 0800 031 5761 or ukie.sales@dexcom.com

I have forgotten my username and am unable to find it in the Dexcom App

For technical support, please contact us on 0800 031 5763. For product troubleshooting or replacement enquiries, please complete a Product Support Request.

I&#x27;m having an issue while using my product(s). Who do I contact?

Please note, that resetting your password will change it across all of your Dexcom accounts

I have forgotten my password

To change the email address associated with your Dexcom Store account, log in to your account. Click on &quot;Edit&quot; in the Profile box.

How do I change the email address I use to login to my account?

Because Dexcom is a medical device, we ask that all customers register to buy products from us, to help ensure that products end up in the right hands.

Why am I being asked to register an account to place an order?

You can download a copy of our user manual free of charge.

I have misplaced my user manual, can I order another one?

The Dexcom G6, G7 and Dexcom ONE+ apps are available for Apple and Android devices.

How do I check my device compatibility?

First, check to make sure the spelling of your email is correct. If it is, try resetting your password.

I&#x27;m trying to log in, but I&#x27;m being told my email or password is invalid. What do I do?

If you have placed orders in the past but they aren&#x27;t visible in your order history, please contact Customer Service on 0800 031 5761 or ukie.sales@dexcom.com. and they will get you sorted.

I created an account, but it doesn&#x27;t show my order history. What do I do?

Did you know you can log into your online account on our website to update your details, check your orders and track your deliveries? 

How do I manage my Dexcom Account?

Please contact Customer Service on 0800 031 5761 for help closing your account.

How do I deactivate my account?

To ensure the confidentiality and security of your personal information, once you&#x27;re connected with agent we will require you to answer a set of security questions.

What happens when I call Technical Support?

If you have placed orders in the past but you can’t see them in your online order history, please check that your contact details match those on record with the hospital where you are registered or with the Dexcom account that you set up on the website when ordering your sensors.

I have created an account, but it doesn&#x27;t show in my order history. What should I do?

If you do not receive your Reset Password assistance email within 5 minutes, it may be because your account is not fully set up.

I am trying to reset my password but haven’t received the email to reset it

If you will be ordering Dexcom products for more than one person, we ask that you set up a separate Dexcom Store account using a unique email address for each person.

Can I order for more than one person through my Store Account?

Just click on the &quot;Forgot password?&quot; link on the login page and follow the prompts to verify your email address and reset your password.

How do I reset my password?

Please contact Customer Service on 0800 031 5761 or GB.Sales@Dexcom.com, and they can assist you in resetting your password using your new email address.

I no longer have access to the email I used to create my account. How can I reset my password?

Yes, you can use the email address and password for your Dexcom CGM App to log into the online store and your My Dexcom Account.

I already have a Dexcom account set up.

If your Dexcom CGM is on prescription or provided directly by your healthcare professional, please contact your healthcare professional directly to enquire about obtaining a Dexcom receiver.

How do I get a Dexcom receiver?

If you currently receive your Dexcom One on the NHS from your pharmacy you will need to obtain a prescription for both your sensors and transmitter.

How do I order a Dexcom One transmitter?

First, check to make sure the spelling of your email is correct. 

I&#x27;m trying to log in, but I&#x27;m being told my email or password is invalid.

Downloads of user manuals for G6, G7 and Dexcom One+ are available free of charge.

I have lost my user manual, can I order another one?

Please log in with the username and password that you are using for your Dexcom app or Dexcom Clarity.

I am a parent or caregiver and cannot see my child’s or dependent’s orders

For more information about smart device compatibility, please view our compatibility guide.

I have a question about compatibility with smart devices.

Orders are shipped Monday to Friday during business hours. If an order is submitted past the shipping cut-off time or outside of business hours, the order will ship the following business day.

Why didn&#x27;t my order ship right away?

If you have diabetes or are buying on behalf of someone with diabetes you can claim relief from VAT.

How does VAT relief work?

Please log in with your Dexcom App or Dexcom Clarity account and check that the following details are correct

I can’t see my orders in my online account

For safety reasons, the Dexcom Store limits how much of each item can be ordered at a time*.

How much Dexcom product can I purchase at once?

Regulations require that all first-time users of a new generation of Dexcom product (such as the Dexcom G6) have Instructions for Use included in the first product shipment.

Why did I get Instruction manuals added to my order?

First, check to make sure the spelling of your email or your username is correct. Your username will either be your email address, your mobile number (including the country code +44) or a username you created when setting up your Dexcom app.

I&#x27;m trying to log in, but I&#x27;m getting the message that my email or username is invalid.

If you do not own a compatible smart device you will need to buy a receiver.

Do I need to buy a receiver?

You can try a different card, or contact the card issuer.

My payment is not going through. What should I do?

Yes, you can remove cards you no longer wish to use. Log in to your Account and go to the Payments section. Simply click the &quot;X&quot; next to the card you wish to remove.

Can I remove cards from my account?

We accept Visa, MasterCard and American Express credit cards and Visa Debit and Debit MasterCard.

What payment methods does the Dexcom Store support?

Currently the Dexcom Store is only available to self-funded customers. If you wish to place an order for funded supplies please contact our Customer Services team on 0800 031 5761.

I am funded for the Dexcom G6, why am I being asked to pay for my supplies?

Yes, you can add as many cards as you like. You can add a new card as you proceed through checkout, or through the Payments section of your Account.

Can I add more than one card to my account?

Speak to your Diabetes Healthcare Team about local funding criteria for Dexcom G6.

What are the guidelines for NHS funding for Dexcom?

Product is shipped from Dexcom&#x27;s Distribution Centre in Accrington, UK.

Where is product shipped from?

Tracking information is typically made available by your courier within 24 hours of the delivery date.

I placed an order, but I don&#x27;t see tracking information.

Yes, you can add as many shipping addresses as you like. You can add a new address as you proceed through checkout, or through the Address Book section of your Account.

Can I add more than one shipping address on my account?

We currently do not offer in-person pick up.

Can I pick up my order in person?

You can select to not require a signature upon delivery when entering in your shipping information.

I won&#x27;t be home to sign for my shipment. Can I have it delivered to an alternative location?

Orders can be changed only if they have not yet shipped. To change an order, please contact Customer Service on 0800 031 5761 or GB.Sales@Dexcom.com as soon as possible.

Can I change my order?

Start by checking the status of your shipment using the Tracking Number from your Shipping Confirmation email. If you have questions, please contact the courier first.

I haven&#x27;t received my order. What should I do?

Once your order has been processed by our warehouse, we are unable to amend the delivery address. If you wish to make any changes to your order please contact Customer Services immediately 0800 031 5761.

Can I amend the delivery address after I have placed my order?

No, all shipping destinations must be within the UK.

Can I ship to an address outside of the UK?

No, our offices do not hold product inventory.

Can I pick up my order at your offices in Camberley or Edinburgh?

You can edit addresses in your Address Book at any time. You can also edit an address as you proceed through checkout.

How do I change the address I want to ship to?

Which shipment methods can I choose from?

You can track your order by clicking on the tracking number in your shipping confirmation email. Your tracking number will also be available within your Order History once your product has shipped.

Where is my order? How do I track my order?

Orders placed before 2pm are shipped the same day Monday to Friday (excluding holidays), orders placed after 2pm will be dispatched the next working day.

I&#x27;ve placed my order. When will it ship?

Orders may be cancelled only if they have not yet been processed. To cancel an order, please contact Customer Service on 0800 031 5761 or GB.Sales@Dexcom.com as soon as possible.

Can I cancel my order?

Invoices are released within 24 hours of your order being shipped.

How long does it take to receive my invoice?

You will receive an email with a link to your invoice when your order has shipped. You can also access invoices for all past orders in your Dexcom Store account under Order History.

Where can I find my invoices?

In order to be exempt from VAT, you need to complete a VAT exemption form and return it to Dexcom.

Why have I been charged VAT on my purchases?

Please refer to our Cancellations and Returns Policy. If your product is damaged and under warranty, please contact Technical Support on 0800 031 5763.

Can I return my order and get a refund?

Dexcom provides a limited warranty for G6 transmitters and receivers. For full warranty details, please refer to the Warranty Section of the Using Your G6 Guide.

Does Dexcom offer a product warranty?

The 11-month subscription contract is only available to those who have purchased the Dexcom G6 Starter Kit within the last 50 days.

Why can’t I select an 11-month subscription contract for Dexcom G6?

A &quot;Suspended&quot; subscription status means that we encountered a problem while trying to process your monthly payment.

My subscription status was changed to &quot;Suspended&quot;, what does that mean and what do I do now?

If you want to make changes to your existing Dexcom G6 subscription, please contact our customer support team on 0800 031 5761.

How do I make changes to my subscription?

Free Overlay Patches - Dexcom ONE

FREE DELIVERY

G6 Bundle

G6 3 Month Bundle

G6 Starter Kit

G6 Receiver USB Cable

G6 Receiver Case

Overlay Patch - 10 pack

Free Adhesive Overlay Patches (10-Pack)

Dexcom ONE+ Subscription

Dexcom ONE+ Monthly Subscription

Dexcom ONE+ Quarterly Subscription

G7 Subscription

G7 Monthly Subscription

G7 Quarterly Subscription

Dexcom ONE+ Receiver

G6 Receiver

G7 Receiver

Dexcom ONE+ Sensor

Dexcom ONE+ Single Sensor

G7 Sensor

G7 Sensor - 10 Days

G7 Sensor - 30 Days

G6 Sensor

G6 Sensor - Single

G6 Sensor - 3 Pack

G6 Transmitter

G7 Bundle

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Save £86 vs. buying monthly sensors, enjoy flexible delivery and cancel at any time.

Save £86 with this subscription!

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Save £26 vs. buying single sensors, enjoy flexible delivery and cancel at any time. 

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