Section 16: Need Help? You're Not Alone; Dexcom Technical Support; Dexcom Care Team - Dexcom G5 Getting Started Manual

Section 16: Need Help? You're Not Alone!

16.1 Dexcom Technical Support

Provides replacement units, resolves technical issues or takes product complaints.
Call your Dexcom Technical Support Team, 24 hours a day, 7 days a week, if something
is wrong with your Dexcom G5. 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
• Date of Birth
• The technical issue you have
• When the problem happened (date and time)
• Patient's address
• Patient's phone number
• Item SKU number and description (e.g., name of the device)
• Lot number and/or serial number(s) of affected devices (e.g., sensor)
If you are using the Dexcom G5 Mobile App, use the app to email technical support:
Menu > Help > Contact Dexcom > Technical Support > Email
By Phone:
Toll Free: 1.877.339.2664 or Toll: 1.858.200.0200

16.2 Dexcom Care Team

Dexcom Care provides education and support throughout your CGM experience, such as:
• Initial CGM Product Training
• Ongoing Dexcom product education (e.g., 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
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.
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