How Quickly (And Easily) Order a Dexcom CGM Replacement - Without Calling Dexcom

[@Bubblegumswitch]

Just wanted to say THANK YOU for this helpful advice. I’m relatively new to using a CGM. My first month, I “accidentally” hit the button in the app that disconnected the sensor on the 2nd day that I had put a sensor in 🤦🏾‍♀️. When I called customer service, I didn’t receive any help as far as getting a replacement since it wasn’t due to a sensor issue. Since I pay out of pocket for these, I was extremely devastated. I went 10 days without wearing a CGM since I couldn’t afford to purchase another one before the end of the month. This month after picking up my 3 box supply, I tried putting the sensor on my stomach (I had watched another one of your videos) but kept getting an error message that it couldn’t receive a signal during the warmup. Then it told me to replace the sensor. The 2nd sensor was placed on the back of my arm; when my spouse went to put on the additional waterproof patch, I was told that my arm was bleeding from the injection site and the app couldn’t seem to calibrate my BS reading even though I entered it twice after the warmup period was finished, and the app just kept telling me that my BS were extremely low (even though it wasn’t). I only had ONE box left (this was still towards the beginning of the month). Beyond frustrated, I came to YT to see if anyone else encountered G7 sensor issues and knew a way to get a replacement. Lo and behold, I came across your video first, and was so happy to see the suggestion to submit the info online instead of calling 😉👍🏾. Just received the replacements in the mail today 😬. If it weren’t for you, I could have just given up on trying to monitor my BS in order to improve my health (I’ve been recently diagnosed pre-diabetic so insurance will not cover it at this point, which I think is ridiculous 🙄). Thank you again for sharing this information!

[@DiabetesStrong]

Thank you. Sounds like an extremely frustrating situation! I’m so glad my video was helpful. Dexcom also offers 3 replacements a year if you bump off the sensor. So you can get replacements even if it’s not a sensor failure. Just something to be aware of 🙂

[@glendakitson5879]

Thank you so much. I just had a sensor ripped from the site while moving boxes.. I figured it was a lost cause until I saw your video. I contacted Dexcom and a replacement is on it’s way. I find your videos very informative and have definitely subscribed to your channel. Thanks again 😁

[@DiabetesStrong]

Great to hear!

[@Semorah4657]

My 1st sensor fell off after 4 hrs. Thank you for this!

[@DiabetesStrong]

Ugh, so annoying. Glad the video helped. It’s such an easy way to get a replacement

[@Jenzmail]

This just happened to me today.

[@sinfoniarc]

This is helpful, even if the software has changed since the video was made. Dexcom's wait time is ridiculous and the last time I called them, it took an hour to do something that was a simple process. I just started using Dexcom to test them out in an experiment, comparing them to Medtronic's CGM, which I've used for 10 years, give or take. I've had issues with every Dexcom that I've had so far except the very first one. They've all either malfunctioned o have been inaccurate (I'm currently on sensor #5 since I've started using them). Ugh!

[@dennisstolte1103]

Tremendous help once again. Thank you!

[@WorldsOkayestBusDriver]

Thank you

[@pamspicer97]

I didn't know about this! Thank you so much!!

[@stevenpofcher3213]

Thanks for your tips. Dexcom is great, but it can be a pain to use sometimes.

[@DiabetesStrong]

Thank you. And yes, absolutely

[@phillipg1588]

A pain alright. First time ever (just then), this has happened but when I inserted a new sensor I bled like my arm had been chopped off. Blood everywhere NOT GOOD. Had to quickly remove a brand new sensor before I even got a chance to use it. Bruised upper arm now. I'm going back to finger sticks for a while.

[@robertceliberti7175]

I'm back to using lubre. I use Libre 2. I get liws sometimes. Have it vibrate because I'm hearing impaired.

[@maureenjones3560]

Ty this helped a lot

[@alice_rabbit8345]

Good to know! I’ve only been on it for 2 months, no problems

[@DiabetesStrong]

That's great! Glad to hear it

[@sjf3205]

Crystal (sorry I don't know the spelling of your name). Great advice and commentary. Can you acknowledge that Dexcom in USA will replace a sensor in the USA if placed on arm. Will they ever deny it (replacement) and for what reasons. I've been extremely fortunate, or lucky and/or skilled. I've only lost 3 sensors in 4 years. One failed, one got super blood, both on the abdomen. Replaced by calling. I knocked one of my arm this year. But never called to replace it. I occasionally restart one. And my insurance covers it super well. And so I have a few extra. Thanks for your excellent videos. It's been a year since a I called them. But calling them was always simple and easy.

[@DiabetesStrong]

I don't know the answer to that, but according to one of the other comments on this video people have indicated that it was on the arm and still received a replacement

[@rebeccabrown5014]

I was told that Dexcom only acknowledges placement on the abdomen for adults and can deny replacement if worn elsewhere.

[@waynehendrix3952]

IT is true that Dexcom has a brutally BAD RECORD of their products failing. I have gotten SO OVER IT that I have considered switching monitors.

[@michaelhelmick8225]

Dexcom is good about replacing failed sensors. But my experience has been the failure rate is about 33%.

[@dennisyoung4631]

A fair number don’t pair! (Happened this AM! Again. Last three attempts had one not pair!) Any more, I wait until they pair to apply the overpatch and then remove the old one.

[@blugoose86]

Again, thank you for the link to this video. How long did it take to receive your replacement?

[@DiabetesStrong]

Usually within a week

[@vanessaross5267]

I've had it for less than a month. My second sensor failed on the 4th day after I went swimming, completely fell off. It's supposed to be waterproof. But, I've read many reviews where the adhesive just doesn't hold up for the full 10 days. I think I'll have to buy those stickers to go over the sensor.

[@ginadunlap2534]

Thank you Need to get my receiver replaced. I haven’t had it for very long and it malfunctioned. I do have a question for you, have you ever had the same number on two sensors before?

[@DiabetesStrong]

Do you mean the 4-digit code that you enter when you start the sensor? If yes, then yes, there are batches with the same numbers

[@ginadunlap2534]

@@DiabetesStrong yes that is what I meant. Ok I wasn’t going crazy.

[@DiabetesStrong]

@@ginadunlap2534 🙂 nope, you're right

[@JohnDoe-rk6ny]

How many sensors are in a box ; is there one or multiple and can or do you use the applicator for multiple sensors

[@DiabetesStrong]

Dexcom G6 usually has 3 sensors in a box, so enough for a month. Dexcom G7 only has 1 sensor per box, so enough for 10 days

[@jamesbinkley4325]

Does tis work on Libre 3 I had a Secesor fell off early would like to getit replaced I really like your videoe they are very informative🥰

[@DiabetesStrong]

Thank you. You should be able to contact them and get a replacement, however I think you'd have to call them, I haven't seen any online forms for replacements

[@robinvarnadoe8429]

I've used this way on 3 occasions to have sensors replaced that have fallen off. It's much better than being on hold forever.

[@DiabetesStrong]

I completely agree

[@willkndy]

Just out of curiosity how often have you had a problem with dexcom G7 and had to request a replacement sensor? I've been using dexcom G7 for about 9 months now and I've had to request a replacement sensor 3 times now. Twice for sensor failure on insertion and another time because the sensor adhesive failed.

[@DiabetesStrong]

I think on average it’s about 4 a year. Give or take

[@sheriwal1514]

Wow thanks

[@DiabetesStrong]

Welcome 😊

[@moman0166]

It took me 5 min to call and get a replacement. I think I will use the phone. It’s the same with Free Style Libre 2.

[@robertceliberti7175]

I found dexcom very frustrating. The sensor falls off too frequently.

[@marcusandreopoulos8752]

How long after submitting the issue did you receive the sensor? My last 2 failed and I don't have a sensor to wear until my supplies send next week.

[@DiabetesStrong]

They shipped it out within a few days of me reporting it. But it also took a few days with FedEx to get to my house

[@electrology]

Beautiful Christel. In the thumbnail you look super pretty 😍

[@DiabetesStrong]

Thank you

[@psdaengr911]

The online replacement form only works for US users. If you can provide the production lot number, it helps Dexcom identify products that may need to be recalled.

[@DiabetesStrong]

Yes, and I would add as much information as possible. I just find that I rarely have the lot number as that requires you to save the packaging.

[@adeelsurahio5204]

My G7 sensor stopped working after two days when i taking the shower. At first, it said to wait 3 hours & don’t remove the sensor & laster said to remove it & replace it with the new sensor. I thought it was water resistant. Do you experience the similar issue especially after the shower & how to resolve it?

[@DiabetesStrong]

It should be waterproof/resistant. I haven't had any fail right after a shower

[@ycannard1]

I have not seen anything about lost G7 devices...I had mine in a bag I always carry since no pockets on clothing usually and the bag had a hole in bottom it must of fell out...Im seeing all this information on the firm but I dont have the device to give any of the information...so I dont know what to do except call which said they have a long wait time...please add something about loosing the G7 device...

[@DiabetesStrong]

In that situation, I think your best bet is to call them as soon as you can. I don’t know if they’ll give you a replacement for a receiver. You might have to call your (home) insurance or see if your medical insurance will cover a new one

[@geraldgillespie3895]

…and then they call you and you have to do the whole phone call thing that you tried to avoid. That’s been my experience. I love the G7 after my experiences with the Abbot freestyle libre 2.

[@LadyPoet263]

How can I switch the old receiver and use the new one?

[@DiabetesStrong]

You'll have to add the transmitter number from the receiver you're already using to your new receiver. So remember to look that up in the receiver settings before you throw out the old receiver. I don't know if you also need the sensor code, but if you switch over after changing a sensor, you don't have to worry about it. If your old receiver won't turn on or has been thrown out you can see the transmitter number on the backside of the transmitter

[@LadyPoet263]

@@DiabetesStrong Thank you so much. Have a great weekend

[@talapeanutbutter4250]

It’s May 2024, and my doctor gave me one and I’m trying one right now. I put it on Saturday, i sat through the videos, gave it the code and after many hours and many attempts, turning my phone off, turning Bluetooth off for over 15 minutes, off loaded the app and deleted the app. Finally after hours of trying, it popped up asking if I wanted to pair. Finally it did! However, it only lasted several house then my phone says sensor not active. So I went through the steps above. Under Bluetooth, I see it but when I click it, it spins for maybe 15 seconds then said it couldn’t connect to my phone. I’ve tried it with WiFi and cellular.

[@jasonbossert8821]

All my sensors have failed

[@DiabetesStrong]

😒

[@jamescarpenter2]

Has anyone when opening the sensor applicator it’s springs the sensor out , before you press the button?

[@meharshahzad7185]

Ya kha SA Mila ga

[@richardforster4429]

The Dexcom online contact wouldn't work for me. I'm in Canada. But its probably that I'm a nincompute. But over the phone their service is really good. I've had trouble keeping the patches stuck. Even with over patches, skin-grip and lots of hospital tape. And a little trouble with my receiver losing contact with the sensor while in my pocket? I've been using a CGM for almost a year and they've sent me a total of 4 replacements. A long as you've got a spare sensor left They'll fix you up in just a few days

[@richardforster4429]

My present sensor runs out in an hour. Knock on wood. Or rather stick on skin

[@DiabetesStrong]

Ah, it might not work in Canada 😬 Hope this one sticks. I'm sure the Dexcom rep has given you all the recommendations, but shaving and cleaning the skin with alcohol before applying the sensor might help

[@richardforster4429]

@@DiabetesStrong Shaving? When I thought I was basically running a waxing operation on my stomach. Ha! I do follow the instructions and scrub the area a little with alcohol each time. I should consider ending my newest sensor early so its replacement coincides with a morning shower. Anyhow thanks for all your advice and info supplied on here

[@DiabetesStrong]

@@richardforster4429 ha! And you're welcome 🙂🙂

[@bradleylebeda3143]

Why does it not let me type my city or zip code?

[@DiabetesStrong]

I don’t know. If it lets you type in everything else there might be a bug with the app

[@Utubetani]

Does not Work order From Canada

[@DiabetesStrong]

Thank you for adding that. Yes, it seems to be a US solution only

[@MichaelCraik-u1h]

Does not work in Canada. You need to call Dexcom directly, unfortunately. I've only had 4 sensors fail over the last 3 years, and 1 transmitter died early, about 2 months. Honestly, No real complaints. Some people prefer other CGM's. Mine are always waiting at the pharmacy 2 weeks before I am due. Covered completely with Insurance and Government Programs.

[@Romantico1962]

The app if you lucky if works on your phone most phone are not compatible so that doesn't work for everyone.

[@LydiaMannCapeCod]

The web form is broken- it will not accept my mailing address and has been reported repeatedly.

[@DiabetesStrong]

Thank you for letting us know

[@yourscrapattack]

You have to type your address in the search box right above the address box.

[@mistycampos4195]

Most of your comments on here are spam

[@DiabetesStrong]

I think I removed all of them just now. Weirdly large amount of German spam...

[@530mnorman]

Have you or anyone selected "arm" instead of "abdomen" while in the U.S.? If I'm not mistaken, abdomen is the only approved location for the U.S. market even though both are approved in Europe. I always wear mine on my arm because it's just better there. If it ever fails, and I need to request a replacement, anyone know if it's better to fib and select abdomen? Or will they replace it regardless?

[@mistycampos4195]

I wear it on my arm also and they still replace without any problems

[@Hyperjeffv2]

Lie just in case lol

[@psdaengr911]

@@Hyperjeffv2 Personally, I think it is stupid to ever lie, but especially stupid to encourage lying to a person or company that provides a service or good that your life depends upon. It's not a joking matter. People who accept, tolerate,or encourage lying, encourage being lied to. People who lie about one thing will lie about others, and by their actions they confuse, distract and encourage others to emulate their behavior. Customers who lie are not respected and if they become predominant, a company's employees will be less motivated to tell the whole truth when describing their products and services.

[@Abby05239]

abdomen and lower back/upper buttocks are the only FDA approved locations but arms, thighs, and sides are completely okay to use as well. Endocrinologists dont seem to care where its placed and as far as ive seen and heard, 90% of people using Dexcom, insert it on all of those places. my endo actually suggested i use it on my arms and sides to help prevent scar tissue. my blood sugar never seems any different when i use my arm or leg or side compared to my lower back or my abdomen. Christel wrote in a little article about it saying “The placement approval is mainly due to Dexcom only submitting clinical data for abdomen wear to the FDA and EMA rather than them finding other placements to be worse.”

[@530mnorman]

@@Abby05239 I'm curious what Dexcom does with the information that we put on the form to request a replacement when the sensor fails. If I'm a U.S. resident and I choose "arm," will Dexcom automatically reject my request because that's not an approved location? I'm hoping they won't, because we all know that the arm works perfectly fine. I would prefer to give Dexcom accurate information so they can assess failure rates, etc, but if they're going to use it against me, I might rethink that. I'm betting lots of people have tried this before and I'd like to know their experience.

[@davidmarberry5565]

WHAT ABOUT ON THE G7? NO SETTINGS ON APP ?? PLEASE N THANK YOU !!

[@DiabetesStrong]

To do this in the G7 app you click on “profile” and then “contact”

[@victoriatabink1099]

Does not work in Germany. "Do contact your local Dexcom support " pops up when I click contact :-/

[@DiabetesStrong]

Ah, that's too bad. Thank you for letting me know