What will I need when contacting Tech Support to report a sensor issue?
To report a sensor issue and request a replacement under the Dexcom Sensor Replacement Policy, you will need the unique identifying number of your product, otherwise known as the Serial Number (or “SN”). The information below will help you locate the SN of your product generation as the SN of different generations are located on different components of the system or in different sections of the mobile app or receiver.
If you don’t have this information, your replacement will be considered a goodwill replacement and count toward your replacement limit within a 12-month period.
TIP: Snap a picture of the Serial Number on your sensor box, transmitter box, or applicator to ensure you can find it later should you ever need support.
Where to find your Serial Number or “SN” for Dexcom G7 or Dexcom ONE+*:
Serial Number description:
The serial number is the 12 numerical digits (they must be numbers) that begin after the number twenty-one (21) on your product.
Where to find on the sensor packaging:
Printed on the side of your sensor box, the serial number is the fourth number up from the bottom.
Where to find on the sensor applicator:
Printed on the back of the applicator, the serial number is the second number from the bottom.
Where to find within the CGM app:
Found within the CGM app. Follow these steps to view the SN:
- Tap Connections
- Tap Sensor
- Scroll down to the Sensor information section to view the SN
Note: If the connection between your sensor and the CGM app has been interrupted, the SN may not be visible within the app.
Where to find within the CGM receiver:
Found within the CGM receiver. Follow these steps to view the SN:
- From your home screen, Select Menu
- From the Menu screen, select Information
- Select Sensor
- Select Session Info
- The SN will be near the bottom of the screen
Where to find your Serial Number or “SN” for Dexcom G6*:
Serial Number description:
The serial number is a six (6) digit code that may contain letters.
Where to find on the transmitter packaging:
Printed on the side of your transmitter box and is shown beside the letters “SN”.
Where to find on the transmitter:
Printed on the back of your transmitter and is shown beside the letters “SN”.
Where to find within the CGM app:
Found within the CGM app. Follow these steps to view the SN:
- Tap Settings
- Tap Transmitter
Where to find within the receiver:
Found within the CGM receiver. Follow these steps to view the SN:
- From your home screen, Select Menu
- From the Menu screen, select Information
- Select Transmitter
- Select Transmitter Info
- The SN will be at the top of the screen
Dexcom G6:
*Product availability varies by country
MAT-2747 REV001