How to Request Dexcom for Sensor Replacement (G6 & G7 Guide)

How to Request Dexcom for Sensor Replacement

Introduction

A diabetic life requires proper glucose monitoring with the help of devices like the Dexcom G6 and G7. Complications do arise, however, when the sensor itself malfunctions. It might. For example, give you incorrect readings, keep disconnecting, or even just refuse to work at all. Replacing your Dexcom sensor is a straightforward process that’s easier than you might expect.

This step-by-step guide is designed to help you navigate the process of how to request Dexcom for sensor replacement. With this structured approach, you’ll be able to effectively address sensor issues and resume continuous glucose monitoring with confidence.

Motives for Considering Replacement of a Sensor

Dexcom sensors, as with all electronic medical devices, are prone to technical failure. Early detection of signs of a malfunctioning sensor can aid early intervention. Dexcom sensors, as with all electronic medical devices, are prone to technical failure. Early detection of signs of a malfunctioning sensor can aid early intervention. The most common signs are:

  • Inaccurate glucose readings: Your numbers don’t match your fingerstick tests.
  • Frequent disconnections: The sensor keeps losing connection with your phone or receiver.
  • Error alerts: Messages like “Sensor Failed” or “No Readings” pop up on your device.
  • Sensor Adhesive issues: The sensor peels off too soon or feels loose on your arm.

If you’re experiencing any of the above, it’s likely time for a Dexcom sensor replacement. Luckily, the customer service department at Dexcom has a streamlined process to address such concerns effectively.

A Step-by-Step Guide to Replacing a Dexcom Sensor

Let’s break the process into clear, manageable steps. Grab your notepad or your smartphone and let’s go through the exact process of how to request a Dexcom sensor replacement.

Step 1: Confirm the Problem and Gather Your Details

Before submitting a request, ensure the issue lies with the sensor and not another factor, like app errors or Bluetooth disconnection. Try the following quick checks:

  • If you’re using the G6, recalibrate with a blood glucose meter when needed.
  • Ensure your device is within Bluetooth range (20 feet for G6, 30 feet for G7).
  • Apply a medical overpatch to check if the issue is adhesive-related.

If the issue persists, collect the following key information to streamline your request:

  • Sensor serial number and lot number: Check the sensor box or applicator.
  • Date you applied the sensor: When did you start using it?
  • Details of the problem: Note error messages, how often it disconnects, or what’s going wrong.
  • Proof of purchase: If you bought through a distributor like Edgepark or US Med, have this handy.

CGM Monitor’s Expert tip: Store this information in your phone or notepad. It saves time when you fill out forms or speak with Dexcom customer service. Moreover, read the Dexcom replacement policies for further assistance.

Step 2: Use the Dexcom Support Form Online

The easiest way of requesting a sensor replacement is through Dexcom’s online support form. It is easy to access and will have your issue resolved in no time.

How to access and fill out the form:

  • Visit the Dexcom Official Website.
  • Navigate to the Support section and select Dexcom Sensor Replacement Request.
  • Choose the correct form for your device: Dexcom G6 or Dexcom G7.

Enter all required fields:

  • Full name, contact email, and shipping address.
  • Sensor serial number and lot number.
  • A clear description of the sensor malfunction.

Hit submit. You’ll get a confirmation email with a case number. Keep it for reference.
Including sentences like “Dexcom sensor troubleshooting” and “Dexcom replacement policy” in your issue description may help speed up processing.

Step 3: Reach Out to Dexcom Customer Service (If needed)

Not a fan of online forms? No worries, Dexcom’s customer service team is there to help. They’re real people who get how important reliable glucose monitoring is. Here’s how to connect:

  • Dexcom Live Chat: Go to dexcom.com, Support page, and click the chat button. It’s texting your buddy, but they’re a technician at repairing sensor problems.
  • Phone Support: Call 1-888-738-3646 (U.S.) or check the website for international numbers. Have your sensor details ready to speed things up.
  • Email: Send a message through the Contact Us page if you prefer writing it out.

Many users find Dexcom Live Chat helpful for resolving urgent issues. The agents are trained in Dexcom troubleshooting tips and can guide you step-by-step.

Step 4: Submit a Dexcom Failed Sensor Form

If your sensor is outright defective (think constant errors or no readings at all), you’ll likely need to complete the Dexcom Failed Sensor Form. This is often the same as the replacement form but focuses on technical failures.

Include:

  • A full description of the issue (e.g., “Dexcom G7 lost signal after 48 hours”).
  • Any troubleshooting attempts (Bluetooth reset, app restart, etc.).
  • Photos, if requested (e.g., of error messages or faulty sensors).

Dexcom might ask you to return the faulty sensor for analysis, so hold onto it until they give you the green light to toss it.

Step 5: Order Dexcom Overpatches (Optional)

If your sensor keeps falling off, adhesive issues might be the culprit. You can request Cgm overpatches to keep your sensor secure. These are like little Band-Aids for your CGM. Order them via: Cgm Monitors, a trustworthy retailer for overpatches with two options: cutout or without a cutout.

Step 6: Receive Your Replacement Sensor

Once Dexcom approves your request, they’ll ship a new sensor to your address, usually within 5–10 business days. If you’re working through a distributor, they might handle the shipping. Dexcom may include a prepaid label to return the faulty sensor, so follow their instructions.
When my replacement arrived, it felt like a little victory—back to worry-free glucose monitoring!

Extra Tips for a Hassle-Free Replacement Process

  • Check the warranty: Dexcom covers sensors for manufacturing defects within their lifespan (10 days for G6, 10.5 days for G7). Review their warranty policy on dexcom.com to confirm eligibility.
  • Contact your distributor: If you get your sensors through Cgm monitors or Deliver My Meds supplier, they might process replacements directly. Give them a call first for further information.
  • Keep track of your supply: Request replacements early to avoid running low on sensors.
  • Save your records: Store emails, case numbers, and chats with Dexcom in case you need to follow up.

Quick Troubleshooting Before You Request a Replacement

Sometimes, a sensor issue isn’t a total failure. Try these fixes first:

  • Recalibrate: Use a blood glucose meter to recalibrate if readings seem off.
  • Check Bluetooth: Make sure your phone or receiver is within range (20 feet for G6, 30 feet for G7).
  • Secure the sensor: Apply an overpatch or medical tape if it’s loose.
  • Restart the sensor: For G7, some apps let you restart a session—check Dexcom’s guidelines.

If these don’t work, go ahead and request that replacement.

Conclusion:

Dealing with the faulty Dexcom sensor can be frustrating; however, Dexcom’s replacement process is designed to make it a speedy affair and get you back to your usual self. No matter if you are filling out an online application, calling support for Dexcom, or calling their support line, you are not alone in this.

This guide will give you everything you require to effectively manage the process of ordering a replacement Dexcom sensor, thus minimising the interruption to your existing glucose monitoring routine and facilitating optimal diabetes care.

Comments (4)

  1. new sensor failed to start after many times trying

    1. We feel sorry to hear about any inconvenience you may have experienced. Please fill out a sensor replacement form here.

      You may also contact Dexcom customer support at 1-844-607-8398 (available 24 hours a day and 7 days a week except holidays) or opt for the Live Chat from 5 am to 5 pm PST (Monday to Sunday).

      Hope this helps!

  2. Your services are really bad, slow, and unacceptable.

    1. Hello Diane. We feel sorry to hear about any inconvenience you may have experienced.

      Could you please elaborate a bit so we could rectify it. Your cooperation in these regards would be appreciated.

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