It used to be a 30-second process to fill out the form…now it is a 25-minute process where you’re asked every question under the sun.
< tech support live chat transcript >
By continuing with our online support request, you consent to Dexcom recording and monitoring this chat, call and callback request, including sensitive information you may provide, and you agree to Dexcom’s Terms of Use.
12:43 pm
It looks like your profile doesn’t have a phone number on record. If you’d like to enable the callback option, please enter a callback number.
12:43 pm
Phone Number
United States +1
12:43 pm
Please choose one of the following options to connect with our support team. The wait times below are estimated.
Alternatively, you can call the Dexcom Hotline at 1 (888) 738-3646.
12:44 pm
12:44 pm
Live Chat - Wait time 1 minute
Hang tight while I connect you with a live agent
12:44 pm
A team member will connect with you in about 1 minute.
12:44 pm
Agent is online
Hi, this is Pau from Dexcom technical Support. How can I help you today?
12:44 pm
12:45 pm
Hello Pau. My son’s Dexcom G6 Sensor stopped working today (day 8) for about 3 hours between 3 different disconnects. I’m trying to get it replaced as we had to take it off and get a new one installed. I’m trying to fill out the online through the “report an issue”, but I don’t know the Serial Number and there isn’t one listed on the box or the sensor itself.
I have the Lot number because it comes on the container, but no SN on the Sensor container, or the box that all 3 sensors come in.
I apologize for the trouble. I am more than happy to help you with this. Just to set your expectations, I will be asking a series of questions for my documentation.
12:47 pm
Sure
For additional verification, may I know the patient’s full name and Date of Birth?
12:48 pm
, - given
Thank you. May I also have the phone number and email so I can open his account?
12:49 pm
<my phone #> (my cell). - given
Thank you. May I also know your full name, please?
12:49 pm
12:50 pm
(his dad) - given
Thank you. Is he using a Dexcom Stelo, G6, 10-day G7 ?
12:51 pm
G6
May I know the display device(s) he is using Receiver, Mobile app, or Tandem pump?
12:51 pm
Mobile app
Does the sensor connected to an insulin pump at the time of the event? If yes, may I know the make and model?
12:51 pm
Yes
12:51 pm
Omnipod Dash
Got it If you don’t mind, may I have his weight in pounds?
12:52 pm
around 55 lb
Thank you. Let me have the serial number of his transmitter
12:52 pm
You can check that on the Dexcom app
12:52 pm
Open the G6 app, tap settings, tap transmitter and look for SN
12:52 pm
I need to get that. Sec plz
Sure. Thank you.
12:53 pm
Thank you. Just to clarify, the message that you got before you remove the sensor, is it sensor error wait for 3 hours or sensor fail?
12:55 pm
No message. Just signal lost 3 times about an hour each time while he was at school. So I had to bring him home and change it out.
Oh, is it asking you to wait 3 hours or 3o minutes?
12:55 pm
12:56 pm
No, it’s just giving no data
Got it. Please provide me with the following:
-Sensor Lot# (which can be found on the paper portion of
the individual packaging of the sensors or at the blister pack.
-Date the sensor was inserted:
-Where was the sensor inserted? (Abdomen, Arm, etc.)
12:56 pm
12:57 pm
Sensor Lot # given. Inserted 2/9/2026 @ 1115PM. Arm
Thank you. I was able to check the serial number that you gave me, it was used by a different patient and it was activated a long time ago 2024-08-13
12:57 pm
12:58 pm
???
12:58 pm
The Transmitter ID is for the Transmitter he is wearing RIGHT NOW.
12:58 pm
No idea what you’re talking about.
Yes, correct
12:58 pm
Can you double check the numbers and letters, please
12:58 pm
You gave me
12:59 pm
Going back to my son. Sec, please
Thank you.
12:59 pm
1:02 pm
<I provided incorrect # – sent correct one…I saw an “8” where there was a “B”.>
1:02 pm
He sent it correctly, I saw it incorrectly
Thank you. I see. no worries. Hold on, please
1:02 pm
Yes, this is the correct one. Our system shows that he’s getting sensor error.
1:03 pm
Were the steps for insertion, cleaning, and starting the session followed according to the IFU (Instruction for use)? Yes or No
1:03 pm
Yes
Thank you. We will send you a sensor replacement. By the way, I’m not sure if you have been informed about this before, but the sensor error usually happens when the sensor is not able to read the glucose levels properly. It goes to a temporary state while it tries to correct the issue. It may be because the sensor wire shifted in the insertion site due to the sensor being bumped or compressed or if the sensor is not able to track a rapidly rising or falling glucose levels.
1:04 pm
Make sure to always use his abdomen for the safety and effectiveness of the device.
1:04 pm
I understand how important this is for your child. Let me take care of the replacement for you right away.
1:04 pm
Can you please tell me your current shipping address?
1:04 pm
1:05 pm
Yes, we’ve been doing this a decade so we’re familiar. Most work fine, this one didn’t.
1:05 pm
Thank you. How many unopened sensors do you have remaining?
1:05 pm
1:05 pm
That box is empty. No more from that box. Just opened a new box for the new sensor he has on now.
So 3 sensors, right?
1:06 pm
A new box comes with 3, correct? lol
1:06 pm
Yes, 3
Thank you. Once again, I apologize for any inconvenience this may have caused you. We will send you a sensor replacement. Your shipment should arrive within 5-7 business days. You will also receive email notifications for the replacement order and tracking information. Is there anything else I can help you with today?
1:06 pm
1:07 pm
Sucks that a simple form we used to be able to fill out (30 seconds) has turned into a 15 minute inquisition. But ty for your time and attention and I’ll be looking forward to getting that replacement given the crazy costs of our healthcare these days.
)