The CGM Blog
CGM Technology that Comes with Expert Advice
Get live, one-on-one continuous glucose monitor support from Dexcom experts with the Dexcom Care customer support team.
Whether it’s setting up your new smart device or installing a home security system, using a brand-new technology can be both exciting and intimidating. While the aim of technology is to make everyone’s lives better, it doesn’t really help if using the technology is complicated and frustrating.
This is where customer support can be your best friend. Whenever you begin using a specialized device, like the Dexcom Continuous Glucose Monitoring (CGM) Systems, personalized support can help you start off on the right foot. Whether you’re setting it up for the first time or you need help with a Dexcom product you’ve been using for a while, Dexcom Care is expertly equipped to give you the answers you need. That said, if you are having an immediate issue with your Dexcom CGM System, please contact our Technical Support team who are available 24/7 to help with product troubleshooting and replacements at 1-844-832-1810 (Option 3).
The Dexcom Care team is a customer care and support resource made up of a group of Certified Diabetes Educators who offer Dexcom users support and guidance throughout their diabetes journey. Dexcom Care team members are based in Canada, living and working in the same communities as Dexcom G7 and Dexcom G6 users. Each member of the Dexcom Care team is an expert on Dexcom products, but they also have a variety of professional healthcare backgrounds, including nursing, nutrition, and diabetes education, to make sure that they can provide the best possible advice to new Dexcom CGM users.
Our mission at Dexcom is to change the way people live with diabetes. Dexcom Care makes getting started with Dexcom CGM as easy as possible. The goal is to help you feel confident using Dexcom G6 as a part of your diabetes management plan, so you can take care of your health with a greater sense of freedom.
Highly Personalized Support for Everyone
Diabetes management is a demanding, 24-hour job that can feel overwhelming and exhausting. The Dexcom Care team focuses on connecting directly with every Dexcom user to ensure that they get personalized guidance that supports their unique experience with diabetes.
The team also knows that using new medical technology can be confusing. They are committed to making sure that everyone feels comfortable with Dexcom CGM Systems. Medical and technical topics are explained in plain, everyday language, to help users get the information they need to use their Dexcom CGM to the fullest.
Connection and communication are at the forefront of every interaction. All team members are bilingual (English and French) and are able to set up calls with translators in over 100 languages. The Dexcom Care team prioritizes meeting customers where they are at, tailoring every call to meet individual needs.
How Dexcom Care Can Help
Dexcom CARE provides comprehensive support regarding Dexcom products and managing diabetes with Dexcom CGM. Access to the Dexcom CARE team of experts is completely free. There are three ways to connect with the Dexcom CARE team:
- Book an appointment with a team member.
- Join a group information session.
- Call the support line to speak to a team member right away.
How to Contact Dexcom CARE Canada
The Dexcom CARE team is available Monday to Friday, from 9 am to 5:30 pm EST at 1-844-832-1810 (Option 4).*
Get Help Setting Up Dexcom CGM Systems
Individual training sessions are available over the phone or via Zoom video call. During the session, a Dexcom Care expert will walk you through your first sensor insertion and help you set up your Dexcom G7 or Dexcom G6 app or receiver. You will also learn how to set up alerts and make sure you understand the predictive Urgent Low Soon alert—which can notify you up to 20 minutes before a serious low under 3.1 mmol/L. Each onboarding call can be up to an hour long, giving you the time you need to chat with your Dexcom Care team member and get your questions answered.
After the initial training session, you can schedule a follow-up call to check in on your progress and talk about the apps you can use in your diabetes management, such as the Dexcom Clarity app and the Dexcom Follow app.
This additional session will help you understand how to read your historical glucose data using Dexcom Clarity, guiding you through what data and reports are available and providing a bit more information about what’s going on in your body in relation to what you’re seeing in the app.
Dexcom Care can also help parents, caregivers, or family members of someone living with diabetes to set up the Dexcom Follow app so that they can keep up with glucose data from their child or loved one’s Dexcom CGM app.
You can also request a follow-up session to go through swapping out and pairing your transmitter and how to put on a new sensor when the time comes.
Dexcom is Here for You Every Step of the Way
Along your journey with Dexcom CGM, the Dexcom Care team is available to answer questions that might come up as you use the device. The team can also offer guidance about how to talk to your doctor about any medical challenges you may be facing.
There are a number of areas where the Dexcom Care team can provide support. Some of them include:
- Helping you change your transmitter every three months.
- Walking you through the process of pairing your transmitter with a new smart device† (including moving from iPhone to Android, or vice versa).
- Ensuring sharing settings in the Dexcom Follow app are correctly set up.
- Explaining the ins and outs of travelling with Dexcom G6.
The Dexcom Care team is a part of your circle of support that can include your friends and family as well as your doctor. Your circle can help you thrive while managing diabetes. The Dexcom Care team can show you how to set up alerts based on recommendations from your doctor and make sure your CGM system is functioning optimally. The team can also help your loved ones get familiar with the Dexcom Follow app so that they can support you through your diabetes journey.
For fast answers to your CGM questions, check out our library of FAQs and product information in our Help Centre. You can also watch our Dexcom Answers video series for quick tips on getting the most out of Dexcom CGM.
Top Tips on Dexcom Answers
- Learn more about why your blood glucose meter (BGM) reading might be different than your Dexcom G7 readings or Dexcom G6 readings.
- See how to use the different reports in the Dexcom Clarity app, including the Overview Report, Patterns Report, and Trend Report.
- Find step-by-step instructions for pairing a new transmitter to your Dexcom G6 app or receiver.
- Get guidance on smart device settings that help you get the most out of your Dexcom G6 app and learn which settings are recommended for the Dexcom G7 app.
- Review when and how to calibrate your Dexcom G6 or how to calibrate your Dexcom G7.
- Are you New to Dexcom CGM? Find out more about glucose monitoring.
Get in Touch with a Dexcom Care Team Member Today
Visit our Contact Us page to see all the ways you can get in touch with the team or call 1-844-832-1810 (Option 4), Monday to Friday, 9 am to 5:30 pm EST* to speak to a member of our Dexcom Care team directly.
*Subject to change. Excludes holidays.
†For a list of compatible smart devices, please visit dexcom.com/compatibility.
†For a list of compatible smart devices, please visit dexcom.com/compatibility.