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)
Transmitter loss of connection to Tandem t:slim pump only
Unable to upload t:slim X2 pump data to Dexcom CLARITY
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
Physical issues with your sensor and/or transmitter.
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
Sensor session doesn't last the full 10 days
Sensor doesnt appear to be accurate
Issues calibrating your Dexcom G6 CGM System