Section 14: Need Help? You're Not Alone; Dexcom Technical Support; Dexcom Care Team - Dexcom G5 Getting Started Manual

Section 14: Need Help? You're Not Alone!

14.1 Dexcom Technical Support

This group provides replacement units, resolves technical issues, and takes product
complaints.
Call your Dexcom Technical Support Team, 24 hours a day, 7 days a week, if something
is wrong with your system. The Dexcom Technical Support Team helps you with
all CGM system-related issues, including CGM software issues. Dexcom Technical
Support does not offer medical advice.
By Email:
TechSupport@dexcom.com
If you prefer to email, to help us help you best, include the following information in
your email:
• Name of patient
• Patient's date of birth
• Description of technical problem
• When the problem happened (date and time)
• Patient's address
• Patient's phone number
• Item SKU number and description (for example, name of the device)
• Lot number and/or serial number(s) of affected devices (for example, sensor)
• Your preferred contact method and information so Dexcom can reach you if
needed. For example: by phone 555-555-5555 after 5
If you are using the app, you can use it to email technical support: Menu > Help >
Contact Dexcom > Technical Support > Email
By Phone:
Toll free:

14.2 Dexcom Care Team

Dexcom Care provides education and support throughout your CGM experience, such as:
• Initial CGM product training
• Ongoing Dexcom product education (for example, how to use a specific feature)
• How to maximize Dexcom CGM use
• Dexcom CGM reporting software and features
• How to review and understand Dexcom CGM reports
51 • Dexcom G5 Mobile CGM System Getting Started Guide
1.888.738.3646;
The Dexcom Care Team is a group of Certified Diabetes Educators
(CDE ) and Registered Nurses (RNs) offering you customer care
®
and individualized education services around Dexcom CGM.
pm
Toll: 1.858.200.0200
Pacific Time