I use a Tandem Diabetes Care t:slim X2 pump, who do I contact for support?

PLEASE READ: New issue handling goes into effect 12/1/21

Dexcom and Tandem have agreed which system issues are best handled by each company, including which company is responsible for reporting those events to the appropriate regulatory authority. To help ensure the required reporting takes place in a timely fashion, customers need to contact Dexcom for some issues and Tandem for others.

To faciliatate handling of system issues, starting 12/1/21, Dexcom will handle nearly all CGM issues, while Tandem will focus on pump issues. System issues requiring contact with Tandem Customer Technical Support are listed below.

Please contact Tandem for the following:


Transmitter pairing failed to Tandem t:slim X2 pump ONLY (Dexcom G6 app able to pair to transmitter)	For complete pairing instructions please click here.
Transmitter loss of connection to Tandem t:slim pump only	If you are having issues with your transmitter connecting to the t:slim X2 pump, please consult this article. Note: If you are using the Tandem t:slim X2 pump, you can also connect your transmitter to a smart device but will not be able to connect your transmitter to a Dexcom receiver at the same time.
Unable to upload t:slim X2 pump data to Dexcom CLARITY	Pump settings and data cannot be viewed in Dexcom CLARITY. Only the t:connect mobile app from Tandem can be used to see your pump data on your mobile device. For more information on installing and using the t:connect mobile app, please consult these online resources. The Dexcom G6 app can be used to upload your sensor data to Dexcom CLARITY, where you and your healthcare professional can review your CGM data.

If you require technical support from Tandem, or if you have questions or concerns with a pump or product purchased from Tandem Diabetes Care, please visit support.tandemdiabetes.com, email [email protected], or call 877-801-6901.

Please contact Dexcom for the following:


Unable to progress past the warm-up part of your sensor session	If your sensor fails during the 2 hour warm-up period, please refer to this FAQ. If you continue to experience issues progressing beyond the initial warm-up session, please submit a Product Support Request for a replacement sensor.
Physical issues with your sensor and/or transmitter.	Some examples of pysical issues include sensor deployment difficulties, patch adhesion issues, difficulties inserting the sensor or transmitter, and discomfort during use. Click here to learn how to apply a new Dexcom sensor and transmitter. Click here for patch adhesion tips. If you are experiencing a physical issue with your Dexcom G6 CGM System, please fill out a Product Support Request.
Receiving an error message related to your transmitter lifespan	The transmitter battery lasts for 3 months after initial activation. Starting 3 weeks before the end of it's battery life, the warnings count down the transmitter battery life until it only has 10 days - one sensor session - left. If the transmitter battery has less than 10 days remaining, you won't be able to start a new session and will see "Pair New transmitter" instead. Dexcom recommends that you have your next transmitter in hand within 3 months of starting your previous transmitter. You may also find this FAQ helpful. If you continue to experience issues with your transmitter battery, please submit a Product Support Request, or contact Dexcom Global Tech Support at 1-844-607-8398.
Sensor replacement is independent of infusion set replacement	While infusion sets are replaced every 2 to 3 days, Dexcom G6 sensors last for 10 days. You do not have to replace your sensor until your sensor session has ended. Click here for instructions on how to replace your sensor.
Sensor session doesn't last the full 10 days	If your sensor session ended prematurely, please refer to this helpful FAQ. You may request a replacement sensor by filling out a Product Support Request or contact Dexcom Global Tech Support as 1-844-607-8398.
Sensor doesnt appear to be accurate	For information on sensor accuracy, please watch this video. This FAQ may also be helpful: Is my Dexcom sensor accurate? If your sensor readings do not match symptoms or expectations, use a blood glucose meter and fingersticks to determine your glucose levels.
Issues calibrating your Dexcom G6 CGM System	If you entered the sensor code during set up, there's no need to calibrate. Calibration is at the discretion of the user, but the system doesn't require it. If you don't enter a sensor code, you will be promted to manually calibrate your system using values obtained from a blood glucose meter and fingersticks. If the calibration value from a blood glucose meter isn't accepted by the pump, please contact Dexcom Global Tech Support at 1-844-607-8398. For information on calibrating your Dexcom G6 please watch this helpful video. If you continue to have problems with calibrating your Dexcom G6 please submit a Product Support Request or contact Dexcom Global Tech Support at 1-844-607-8398.

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