What will I need when contacting Tech Support to report a Dexcom G6 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 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 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 Transmitter
- Select Transmitter Info
- The SN will be at the top of the screen
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