These FAQs are specific to the Dexcom G6 / Omnipod® 5 System. Information on this page is not applicable to any other insulin pumps.
Dexcom and Insulet 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 Insulet for others.
To facilitate handling of system issues, Dexcom will handle CGM issues, while Insulet will focus on issues relating to the Omnipod® 5 insulin delivery system. System issues requiring contact with Insulet Customer Technical Support are listed below.
Please contact Insulet for the following:
Transmitter pairing failed to Omnipod® 5 ONLY
(Dexcom G6 app able to pair to transmitter)
- If your Dexcom transmitter is failing to connect to the Omnipod® 5 pod, but is able to connect to the Dexcom G6 app, please contact Insulet for troubleshooting at (800) 591-3455.
- If your Dexcom transmitter is failing to pair to both the Dexcom app and Omnipod® 5 pod, please contact Dexcom for support.
Transmitter loss of connection to Omnipod® 5 ONLY
(Dexcom G6 app functioning normally)
- If you have lost connection (signal loss) between your Dexcom G6 transmitter and Omnipod® 5 after initial pairing, but your Dexcom G6 app is functioning normally, please contact Insulet for troubleshooting at (800) 591-3455.
- If your Dexcom G6 transmitter is no longer communicating to both the Omnipod® 5 and the G6 app, please contact Dexcom for support.
Receiving an error message related to the Omnipod® 5 Pod or Omnipod® 5 App
(in dedicated Controller or compatible smartphone)
- If you receive an error message related to the Omnipod® 5 Pod or App, it may display a 14 or 15-digit numeric error code and/or instructions to call Insulet Customer Care at (800) 591-3455.
Physical issues with your Omnipod® 5 insulin delivery system
- If you are experiencing a physical issue with your Omnipod® 5 insulin delivery system such as those involving adhesion, bleeding, bruising, skin irritation, discomfort or pain at insertion site, or needle mechanism failure, please contact Insulet for support for troubleshooting your issue at (800) 591-3455.
If you require technical support from Insulet, or if you have questions or concerns with an Omnipod® 5 pod or product purchased from Insulet, please visit na.myomnipod.com/contact, or call 1-800-591-3455. For more information related to using the Omnipod® 5 Pod, please review the user guide here.
Please contact Dexcom for the following:
Connecting the Dexcom G6 transmitter with Omnipod® 5
- The Omnipod® 5 must connect to the Dexcom G6 transmitter; use of a Dexcom medical receiver isn't supported for this automated insulin delivery system. You will need a smart device that is compatible with the Dexcom G6 app to set-up the connection between the Dexcom G6 CGM System and the Omnipod® 5 insulin delivery system.
- For instructions on setting up a connection between your Dexcom G6 CGM System and the Omnipod® 5, please watch this helpful video.
Unable to progress past the warm-up part of your sensor session
Physical issues with your sensor and/or transmitter.
- Some examples of physical 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 battery expires, 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 the G6 app will show "Pair New Transmitter" instead. Dexcom recommends that you have your next transmitter on 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 Omnipod® 5 replacement
- While your Omnipod® 5 is 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
Sensor doesn't appear to be accurate
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 prompted 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 Dexcom G6 app, 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.