I use the Insulet Omnipod® 5 insulin pump with my Dexcom CGM, who do I contact for system support?
Which Dexcom product are you using?
Dexcom G6
These frequently asked questions (FAQs) are specific to the Insulet Omnipod® 5 / Dexcom G6 automated insulin delivery system. Information on this page is not applicable to other automated insulin delivery systems.
Dexcom and Insulet have agreed which system issues are best handled by each company, including which company is responsible for reporting those events to the appropriate regulatory authority. To help ensure the required reporting takes place in a timely fashion, customers need to contact Insulet for some issues and Dexcom for others.
To facilitate handling of system issues, Insulet will handle issues related to the Omnipod® 5 insulin delivery system, while Dexcom will focus on CGM issues. System issues requiring contact with Insulet Customer Technical Support are listed below. Below that are the system issues that require contact with Dexcom Product Support.
Note that use of the Dexcom G6 receiver is not supported for this system.
Please contact Insulet for the following:
G6 transmitter pairing failed to Omnipod® 5 Pod only (G6 transmitter able to pair to G6 app) | If your G6 transmitter cannot connect to the Omnipod® 5 Pod, but can connect to the G6 app, please contact Insulet for troubleshooting assistance at 800-591-3455. |
G6 transmitter pairing failed to both Omnipod® 5 Pod and G6 app | If your G6 transmitter is failing to pair to both the Omnipod® 5 Pod and the G6 app, please contact Dexcom Product Support at 844-607-8398. |
G6 transmitter loss of connection to Omnipod® 5 Pod only (G6 app functioning normally) | If you have lost connection (signal loss) between your G6 transmitter and the Omnipod® 5 Pod after initial pairing, but your G6 app is functioning normally, please contact Insulet for troubleshooting assistance at 800-591-3455. |
G6 transmitter loss of connection to both Omnipod® 5 Pod and G6 app | If your G6 transmitter is no longer communicating to both the Omnipod® 5 Pod and the G6 app, please contact Dexcom Product Support at 844-607-8398. |
Unable to upload Omnipod® 5 pump data to Dexcom Clarity | Pump settings and pump data cannot be viewed in Dexcom Clarity. That data is only available from Glooko. The Dexcom G6 app uploads your CGM data into Dexcom Clarity, where you and your healthcare professional can review it. |
Receiving an error message related to the Omnipod® 5 Pod or Omnipod® 5 App (in dedicated Controller or compatible smartphone) | If you receive an error message related to the Omnipod® 5 Pod or App, it may display a 14 or 15-digit numeric error code and/or instructions to call Insulet Customer Care at 800-591-3455. |
Physical issues with your Omnipod® 5 insulin delivery system | If you are experiencing a physical issue with your Omnipod® 5 insulin delivery system such as those involving adhesion, bleeding, bruising, skin irritation, discomfort or pain at insertion site, or needle mechanism failure, please contact Insulet for troubleshooting support at 800-591-3455. |
If you require technical support from Insulet, or if you have questions or concerns with an Omnipod® 5 Pod or product purchased from Insulet, please visit na.myomnipod.com/contact, or call 800-591-3455.
Please contact Dexcom for the following:
Connecting the Dexcom G6 transmitter with Omnipod® 5 Pod | The Omnipod® 5 Pod connects directly to the Dexcom G6 transmitter; use of a Dexcom medical receiver isn't supported for this automated insulin delivery system. You will need a smart device that is compatible with the Dexcom G6 app to set-up the connection between the Dexcom G6 CGM System and the Omnipod® 5 insulin delivery system. For instructions on setting up the connection between your Dexcom G6 CGM System and the Omnipod® 5 System, please watch this helpful video. |
Unable to progress past the warm-up part of your sensor session | If your sensor fails during the 2 hour warm-up period, please refer to this FAQ. If you continue to experience issues progressing beyond the initial warm-up session, please submit a Product Support Request for a replacement sensor. |
Physical issues with your G6 | Some examples of physical issues include sensor deployment difficulties, patch adhesion issues, difficulties inserting the sensor or transmitter, and discomfort during use. Click here to learn how to apply a new Dexcom sensor and transmitter. Click here for patch adhesion tips. If you are experiencing a physical issue with your Dexcom G6 CGM System, please fill out a Product Support Request. |
Receiving an error message related to your transmitter lifespan | The transmitter battery lasts for 3 months after initial activation. Starting 3 weeks before the battery expires, the warnings count down the transmitter battery life until it only has 10 days (one sensor session) left. If the transmitter battery has less than 10 days remaining, you won't be able to start a new session and the G6 app will show "Pair New Transmitter" instead. Dexcom recommends that you have your next transmitter on-hand within 3 months of starting your previous transmitter. If you continue to experience issues with your transmitter battery, please submit a Product Support Request, or contact Dexcom Product Support at 1-844-607-8398. |
Sensor replacement is independent of Omnipod® 5 replacement | While your Omnipod® 5 Pod is replaced every 3 days, Dexcom G6 sensors last for 10 days. You do not have to replace your sensor until your sensor session has ended. Click here for instructions on how to replace your G6 sensor. |
Sensor session doesn't last the full 10 days | You may request a replacement sensor by filling out a Product Support Request or contacting Dexcom Product Support at 1-844-607-8398. |
Sensor doesn't appear to be accurate | This FAQ may also be helpful: Is my Dexcom sensor accurate? If your sensor readings do not match symptoms or expectations, use a blood glucose meter and finger sticks to determine your glucose levels. Users whose sensor readings are outside the ranges specified in Is my Dexcom sensor accurate? can request assistance by filling out a Product Support Request or contacting Dexcom Product Support at 844-607-8398. |
Issues calibrating your Dexcom G6 CGM System | If you entered the sensor code during set up, there's no need to calibrate. Calibration is at the discretion of the user, but the system doesn't require it. If you don't enter a sensor code, you will be prompted to manually calibrate your system using values obtained from a blood glucose meter and finger sticks. If the calibration value from a blood glucose meter isn’t accepted by the Dexcom G6 app, please contact Dexcom Product Support at 844-607-8398. If you continue to have problems with calibrating your Dexcom G6, please submit a Product Support Request or contact Dexcom Product Support at 844-607-8398 for additional support. |
Dexcom G7
These frequently asked questions (FAQs) are specific to the Insulet Omnipod® 5 / Dexcom G7 automated insulin delivery system. Information on this page is not applicable to other automated insulin delivery systems.
Dexcom and Insulet have agreed which system issues are best handled by each company, including which company is responsible for reporting those events to the appropriate regulatory authority. To help ensure the required reporting takes place in a timely fashion, customers need to contact Insulet for some issues and Dexcom for others.
To facilitate handling of system issues, Insulet will handle issues related to the Omnipod® 5 insulin delivery system, while Dexcom will focus on CGM issues. System issues requiring contact with Insulet Customer Technical Support are listed below. Below that are the system issues that require contact with Dexcom Product Support.
Note that use of the Dexcom G7 receiver is not supported for this system.
Please contact Insulet for the following:
G7 sensor pairing failed to Omnipod® 5 Pod only (G7 sensor able to pair to G7 app) | If your G7 sensor cannot connect to the Omnipod® 5 Pod, but can connect to the G7 app, please contact Insulet for troubleshooting assistance at 800-591-3455. |
G7 sensor pairing failed to both Omnipod® 5 Pod and G7 app | If your G7 sensor is failing to pair to both the Omnipod® 5 Pod and the G7 app, please contact Dexcom Product Support at 844-607-8398. |
G7 sensor loss of connection to Omnipod® 5 Pod only (G7 app functioning normally) | If you have lost connection (signal loss) between your G7 and the Omnipod® 5 Pod after initial pairing, but your G7 app is functioning normally, please contact Insulet for troubleshooting assistance at 800-591-3455. |
G7 sensor loss of connection to both Omnipod® 5 Pod and G7 app | If your G7 is no longer communicating to both the Omnipod® 5 Pod and the G7 app, please contact Dexcom Product Support at 844-607-8398. |
Unable to upload Omnipod® 5 pump data to Dexcom Clarity | Pump settings and pump data cannot be viewed in Dexcom Clarity. That data is only available from Glooko. The Dexcom G7 app uploads your CGM data into Dexcom Clarity, where you and your healthcare professional can review it. |
Receiving an error message related to the Omnipod® 5 Pod or Omnipod® 5 App (in dedicated Controller or compatible smartphone) | If you receive an error message related to the Omnipod® 5 Pod or App, it may display a 14 or 15-digit numeric error code and/or instructions to call Insulet Customer Care at 800-591-3455. |
Physical issues with your Omnipod® 5 insulin delivery system | If you are experiencing a physical issue with Omnipod® 5 insulin delivery system such as those involving adhesion, bleeding, bruising, skin irritation, discomfort or pain at insertion site, or needle mechanism failure, please contact Insulet for troubleshooting support at 800-591-3455. |
If you require technical support from Insulet, or if you have questions or concerns with an Omnipod® 5 Pod or product purchased from Insulet, please visit na.myomnipod.com/contact, or call 800-591-3455.
For more information related to using the Omnipod® 5 System, please review the user guide, available here.
Please contact Dexcom for the following:
Connecting the Dexcom G7 sensor with Omnipod® 5 Pod | The Omnipod® 5 Pod connects directly to the Dexcom G7 sensor; use of a Dexcom medical receiver isn't supported for this automated insulin delivery system. You will need a smart device that is compatible with the Dexcom G7 app to set-up the connection between the Dexcom G7 CGM System and the Omnipod® 5 insulin delivery system. For instructions on setting up the connection between your Dexcom G7 CGM System and the Omnipod® 5 System, please refer to Omnipod® 5 documentation, available here. |
Unable to progress past the warm-up part of your sensor session | If you continue to experience issues progressing beyond the warm-up period, please submit a Product Support Request for a replacement sensor. |
Physical issues with your G7 | Some examples of physical issues include sensor deployment difficulties, patch adhesion issues, and discomfort during use. Click here to learn how to apply a new G7. Click here for patch adhesion tips. If you are experiencing a physical issue with your Dexcom G7 CGM System, please fill out a Product Support Request. |
Sensor replacement is independent of Omnipod® 5 Pod replacement | While your Omnipod® 5 Pod is replaced every 3 days, Dexcom G7 sensors last for 10 days, plus a 12-hour grace period at the end. You do not have to replace your sensor until your sensor session has ended. Note that, when changing to a new G7, if the QR code on the G7 applicator isn’t scanned, the system controller (PDM or compatible smartphone) will require manual entry of both the G7’s pairing code as well as its serial number each time the sensor is changed. The system controller will save this information and pass it on to successive Pods. Click here for instructions on how to replace your G7 sensor. |
Sensor session doesn't last the full 10 days plus 12-hour grace period at the end | You may request a replacement sensor by filling out a Product Support Request or contacting Dexcom Product Support at 844-607-8398. |
Sensor doesn't appear to be accurate | This article may also be helpful: BG meter vs. G7 CGM reading If your sensor readings do not match symptoms or expectations, use a blood glucose meter and finger sticks to determine your glucose levels. Users whose sensor readings are outside the ranges specified in BG meter vs. G7 CGM reading can request assistance by filling out a Product Support Request or contacting Dexcom Product Support at 844-607-8398. |
G7 calibration | The 4-digit pairing code found on the G7 applicator is used to connect your G7 sensor to your smart device through Bluetooth. The Dexcom G7 sensor is factory-calibrated, but the G7 app supports calibration in case your CGM readings don’t match your symptoms. If the calibration value isn’t accepted by the Dexcom G7 app, please see this FAQ or contact Dexcom Product Support at 844-607-8398. This article contains information on reading differences between blood glucose meters and CGM, as well as information on G7 calibration. If you continue to have problems with calibrating your Dexcom G7, please submit a Product Support Request or contact Dexcom Product Support at 844-607-8398 for additional support. |
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If I call Dexcom for support, what should I prepare to ensure that I receive the best customer service?
Please have your Dexcom transmitter serial number, sensor LOT number, and mobile account username