Ordering FAQs
Registration & Account Management
Why am I being asked to register an account to place an order?
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.
I'm trying to log in, but I'm being told my email or password is invalid. What do I do?
First, check to make sure the spelling of your email is correct. If it is, try resetting your password.
I created an account, but it doesn't show my order history. What do I do?
If you have placed orders in the past but they aren't visible in your order history, please contact Customer Service on 0800 031 5761 or [email protected] and they will get you sorted.
How do I deactivate my account?
Please contact Customer Service on 0800 031 5761 for help closing your account.
Ordering
How do I get a Dexcom receiver?
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.
Where to find your username in your Dexcom App
If you don’t have the Dexcom App because you’re using a receiver, you should use your username for Dexcom Clarity
I have forgotten my username and am unable to find it in the Dexcom App
If you are still can’t find your username, please contact Customer Service on 0800 031 5761 or [email protected]
I have forgotten my password
Please note, that resetting your password will change it across all of your Dexcom accounts
Payment
My payment is not going through. What should I do?
You can try a different card, or contact the card issuer.
Can I remove cards from my account?
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 "X" next to the card you wish to remove.
What payment methods does the Dexcom Store support?
We accept Visa, MasterCard and American Express credit cards and Visa Debit and Debit MasterCard.
Can I add more than one card to my account?
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.
Shipping
I placed an order, but I don't see tracking information.
Tracking information is typically made available by your courier within 24 hours of the delivery date.
Can I add more than one shipping address on my account?
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.
I won't be home to sign for my shipment. Can I have it delivered to an alternative location?
You can select to not require a signature upon delivery when entering in your shipping information.
Invoicing
How long does it take to receive my invoice?
Invoices are released within 24 hours of your order being shipped.
Where can I find my invoices?
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.
Why have I been charged VAT on my purchases?
In order to be exempt from VAT, you need to complete a VAT exemption form and return it to Dexcom.
Warranties & Returns
Can I return my order and get a refund?
Please refer to our Cancellations and Returns Policy. If your product is damaged and under warranty, please contact Technical Support on 0800 031 5763.
Does Dexcom offer a product warranty?
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.
Subscriptions
My subscription status was changed to "Suspended", what does that mean and what do I do now?
A "Suspended" subscription status means that we encountered a problem while trying to process your monthly payment.
How do I make changes to my subscription?
If you want to make changes to your existing Dexcom G6 subscription, please contact our customer support team on 0800 031 5761.