# Dexcom won't let me log in? **URL:** \ **Category:** Tips\ **Created:** [October 14, 2020, 8:13pm UTC](https://forum.fudiabetes.org/t/dexcom-wont-let-me-log-in/10349 "2020-10-14T20:13:42Z")\ **Posts on this page:** 15\ **Page:** 1
**Author:** ![bpollina](https://yyz2.discourse-cdn.com/flex030/user_avatar/forum.fudiabetes.org/bpollina/32/7413_2.png) [@bpollina](https://forum.fudiabetes.org/u/bpollina)\ **Post date:** [October 14, 2020, 8:13pm UTC](https://forum.fudiabetes.org/t/dexcom-wont-let-me-log-in/10349/1 "2020-10-14T20:13:42Z")
For some reason I can’t seem to log into my dexcom site itself and share doesn’t seem to be working either. I follow the steps to reset it and that does nothing. Today I called support for the 3rd time and got the same pat answer - change it again and wait 30 min. I told him to escalate it and he said he would, but that takes 24-48 hours. I’m really becoming frustrated. Anyone have any ideas? All I want to do is to be able to see my reports when I want to and have my wife see my numbers via share when she wants to and I can’t do either. ---
**Author:** ![ClaudnDaye](https://yyz2.discourse-cdn.com/flex030/user_avatar/forum.fudiabetes.org/claudndaye/32/5_2.png) [@ClaudnDaye](https://forum.fudiabetes.org/u/ClaudnDaye)\ **Post date:** [October 14, 2020, 11:50pm UTC](https://forum.fudiabetes.org/t/dexcom-wont-let-me-log-in/10349/2 "2020-10-14T23:50:03Z")
Do you use Heroku/Nightscout? If so, you may be experiencing the issue I had not too long ago. Scroll to the bottom for the fix. > [@Can’t log into Dexcom while using Heroku and Nightscout - Possible Solution Provided](https://forum.fudiabetes.org/t/anyone-ever-had-this-problem/10159): > > After the hassles I had today with getting a Transmitter/Sensor to work, I was finally able to reset the last transmitter and its working now. The problem I’m having now…and I’ve never had this issue before, is that I can’t log into Dexcom on browser or the app. Here’s what I see when I attempt to log in. “The maximum number of login attempts of 5 has been exceeded. Please try again in 10 minutes.” I have done 2 reset passwords and have been given the message “Password reset succes… ---
**Author:** ![bpollina](https://yyz2.discourse-cdn.com/flex030/user_avatar/forum.fudiabetes.org/bpollina/32/7413_2.png) [@bpollina](https://forum.fudiabetes.org/u/bpollina)\ **Post date:** [October 15, 2020, 2:23am UTC](https://forum.fudiabetes.org/t/dexcom-wont-let-me-log-in/10349/3 "2020-10-15T02:23:54Z")
Exact same situation. What’s weird is Heroku seems to get data just fine. It just won’t let log into my main account so I can see my clarity reports and for some reason the share to my wife’s phone. So your solution was to uninstall/reinstall the Dexcom app itself? Makes absolutely no sense but I guess it is worth a try. ---
**Author:** ![ClaudnDaye](https://yyz2.discourse-cdn.com/flex030/user_avatar/forum.fudiabetes.org/claudndaye/32/5_2.png) [@ClaudnDaye](https://forum.fudiabetes.org/u/ClaudnDaye)\ **Post date:** [October 15, 2020, 2:26am UTC](https://forum.fudiabetes.org/t/dexcom-wont-let-me-log-in/10349/4 "2020-10-15T02:26:25Z")
No. My solution as indicated in the last post was to just remove the two Heroku entries for bridge username and pwd then save it. Once you log in to dexcom/clarity You can add that info back into Heroku. _Procedure_ : **Delete the actual bridge variables in Heroku, save, reset Dexcom pwd, log into dexcom, change Dexcom password, add back the Heroku bridge variables with the correct info, save, done.** ---
**Author:** ![ClaudnDaye](https://yyz2.discourse-cdn.com/flex030/user_avatar/forum.fudiabetes.org/claudndaye/32/5_2.png) [@ClaudnDaye](https://forum.fudiabetes.org/u/ClaudnDaye)\ **Post date:** [October 15, 2020, 2:27am UTC](https://forum.fudiabetes.org/t/dexcom-wont-let-me-log-in/10349/5 "2020-10-15T02:27:12Z")
It’s not Heroku getting info. It’s Heroku making repeated calls to that bridge info to communicate with Nightscout and those calls happen in such fast succession that your account is locked out by Heroku as soon as you reset your password and before you can even attempt to log in. The reason Heroku if locking the Dexcom account is because the info being passed into the login attempt is wrong (you probably changed your Dexcom pwd (as I did) and forgot to change the pwd in the bridge\_pwd field so Heroku is passing tue wrong credentials into Dexcom and locking your acct. ---
**Author:** ![bpollina](https://yyz2.discourse-cdn.com/flex030/user_avatar/forum.fudiabetes.org/bpollina/32/7413_2.png) [@bpollina](https://forum.fudiabetes.org/u/bpollina)\ **Post date:** [October 15, 2020, 2:59am UTC](https://forum.fudiabetes.org/t/dexcom-wont-let-me-log-in/10349/6 "2020-10-15T02:59:29Z")
That worked! Thanks guys! You’re a lifesaver! ---
**Author:** ![ClaudnDaye](https://yyz2.discourse-cdn.com/flex030/user_avatar/forum.fudiabetes.org/claudndaye/32/5_2.png) [@ClaudnDaye](https://forum.fudiabetes.org/u/ClaudnDaye)\ **Post date:** [October 15, 2020, 3:01am UTC](https://forum.fudiabetes.org/t/dexcom-wont-let-me-log-in/10349/7 "2020-10-15T03:01:04Z")
Glad that worked for you! It took me a lot of sleuthing to figure that one out. Glad my solution was able to help someone else. ---
**Author:** ![scouthunt2](https://avatars.discourse-cdn.com/v4/letter/s/91b2a8/32.png) [@scouthunt2](https://forum.fudiabetes.org/u/scouthunt2)\ **Post date:** [May 23, 2021, 5:13pm UTC](https://forum.fudiabetes.org/t/dexcom-wont-let-me-log-in/10349/8 "2021-05-23T17:13:16Z")
Help!!! We have been having the same issue with my sons Dexcom. We use the Dexcom G6, Looping Riley Link, and the Omnipod, I was trying to print reports for his Endo so reset the password to Clarity, uploaded Tidepool, and then reviewed the Apple Health Stats. Since then he has been locked out and I cannot follow him. Same as the first gentlemen. I am HOURS into Dexcom call center and going to lose my mind. Can you suggest to me what I need to do since not the same applications. ---
**Author:** ![ClaudnDaye](https://yyz2.discourse-cdn.com/flex030/user_avatar/forum.fudiabetes.org/claudndaye/32/5_2.png) [@ClaudnDaye](https://forum.fudiabetes.org/u/ClaudnDaye)\ **Post date:** [May 23, 2021, 5:29pm UTC](https://forum.fudiabetes.org/t/dexcom-wont-let-me-log-in/10349/9 "2021-05-23T17:29:34Z")
Hi @scouthunt2. Welcome to FUD! Did you try the fix posted above (the bold font text above). > [@scouthunt2](#): > > We use the Dexcom G6, Looping Riley Link, and the Omnipod, If you are using these apps then the fix I posted may resolve your issue. ---
**Author:** ![scouthunt2](https://avatars.discourse-cdn.com/v4/letter/s/91b2a8/32.png) [@scouthunt2](https://forum.fudiabetes.org/u/scouthunt2)\ **Post date:** [May 23, 2021, 6:15pm UTC](https://forum.fudiabetes.org/t/dexcom-wont-let-me-log-in/10349/10 "2021-05-23T18:15:52Z")
Well I don’t have the Heroku. I deleted the Tidepool app, and Clarity. We use the Loop App and I am hesitant to do anything with that. On phone with Dexcom now for the fifth time… ---
**Author:** ![ClaudnDaye](https://yyz2.discourse-cdn.com/flex030/user_avatar/forum.fudiabetes.org/claudndaye/32/5_2.png) [@ClaudnDaye](https://forum.fudiabetes.org/u/ClaudnDaye)\ **Post date:** [May 23, 2021, 7:12pm UTC](https://forum.fudiabetes.org/t/dexcom-wont-let-me-log-in/10349/11 "2021-05-23T19:12:51Z")
How do you loop without Heroku? I’m assuming you are talking about the DIY Omniloop? If so, am important part of setting loop up is getting Heroku configured. See [here](https://loopkit.github.io/loopdocs/nightscout/troublehoot/#heroku-settings). Heroku is where you would go to load new branch content when you are updating your loop. ---
**Author:** ![scouthunt2](https://avatars.discourse-cdn.com/v4/letter/s/91b2a8/32.png) [@scouthunt2](https://forum.fudiabetes.org/u/scouthunt2)\ **Post date:** [May 23, 2021, 9:30pm UTC](https://forum.fudiabetes.org/t/dexcom-wont-let-me-log-in/10349/12 "2021-05-23T21:30:28Z")
Thank YOU. Thank heaven we worked it out with Dexcom. See we are not using Nightscout yet. I need to though. ---
**Author:** ![ClaudnDaye](https://yyz2.discourse-cdn.com/flex030/user_avatar/forum.fudiabetes.org/claudndaye/32/5_2.png) [@ClaudnDaye](https://forum.fudiabetes.org/u/ClaudnDaye)\ **Post date:** [May 23, 2021, 9:42pm UTC](https://forum.fudiabetes.org/t/dexcom-wont-let-me-log-in/10349/13 "2021-05-23T21:42:48Z")
What was your specific issue is you don’t mind sharing for the benefit of future visitors with similar issues. Was it just a simple password reset? ---
**Author:** ![bkh](https://avatars.discourse-cdn.com/v4/letter/b/da6949/32.png) [@bkh](https://forum.fudiabetes.org/u/bkh)\ **Post date:** [May 24, 2021, 12:46am UTC](https://forum.fudiabetes.org/t/dexcom-wont-let-me-log-in/10349/14 "2021-05-24T00:46:25Z")
> [@ClaudnDaye](#): > > How do you loop without Heroku? I’m assuming you are talking about the DIY Omniloop? Does Omniloop require Nightscout? I’m looping with a fossil Medtronic pump and there’s no Nightscout or Heroku involved. I had assumed that if the Medtronic failed I could just switch to pods in the settings of the LOOP app. If that’s not true I’d better start thinking more carefully about a plan B. ---
**Author:** ![ClaudnDaye](https://yyz2.discourse-cdn.com/flex030/user_avatar/forum.fudiabetes.org/claudndaye/32/5_2.png) [@ClaudnDaye](https://forum.fudiabetes.org/u/ClaudnDaye)\ **Post date:** [May 24, 2021, 12:52am UTC](https://forum.fudiabetes.org/t/dexcom-wont-let-me-log-in/10349/15 "2021-05-24T00:52:31Z")
Nightscout [isn’t](https://loopkit.github.io/loopdocs/nightscout/new_user/#setup-nightscout) required, I just didn’t know anyone loops without using it.