These frequently asked questions (FAQs) are specific to the Tandem t:slim X2 or Tandem Mobi / Dexcom G6 automated insulin delivery system. Information on this page is not applicable to other insulin pumps.
Dexcom and Tandem 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 Dexcom for some issues and Tandem for others.
To facilitate handling of system issues, Dexcom will handle CGM issues, while Tandem will focus on issues relating to the t:slim X2 insulin pump or the Mobi insulin pump, insulin cartridges, and associated infusion sets. System issues requiring contact with Tandem Technical Support are listed below.
Note that, though use of the Dexcom G6 app for this automated insulin delivery system isn’t required, it is recommended by both Dexcom and Tandem. In addition to G6 app users having access to Dexcom Clarity and Share/Follow, the G6 app can be a helpful tool to diagnose problems connecting to the G6 transmitter. Items listed below assume the user has access to a smartphone that is compatible with the G6 app. Information on compatible smartphones is available here. Use of the Dexcom G6 receiver is not supported for this system.
Please contact Tandem for the following:
G6 transmitter pairing failed to t:slim X2 pump or Mobi pump only
(G6 app able to pair to transmitter)
For complete t:slim X2 pairing instructions please click here.
For complete Mobi pairing instructions, please click this link.
If your G6 transmitter is failing to connect to the t:slim X2 or Mobi, but is able to connect to the G6 app, please contact Tandem Technical Support for troubleshooting assistance at 877-801-6901
G6 transmitter pairing failed to both Tandem Pump (t:slim X2 or Mobi) and G6 app
If you are having issues with your transmitter maintaining connection to the t:slim X2 pump, please consult this article.
If you are having issues with your transmitter maintaining connection to the Mobi pump, please consult this article.
Note: If you are using the Tandem t:slim X2 pump or Tandem Mobi pump, you can also connect your transmitter to a smart device but will not be able to connect it to a Dexcom receiver.
If you have lost connection (signal loss) between your G6 transmitter and the t:slim X2 or Mobi after initial pairing, but your G6 app is functioning normally, please contact Tandem Technical Support for troubleshooting assistance at 877-801-6901.
G6 transmitter loss of connection to t:slim X2 pump or Mobi pump only
(G6 app functioning normally)
If you are having issues with your transmitter maintaining connection to the t:slim X2 pump, please consult this article.
If you are having issues with your transmitter maintaining connection to the Mobi pump, please consult this article.
Note: If you are using the Tandem t:slim X2 pump or Tandem Mobi pump, you can also connect your transmitter to a smart device but will not be able to connect it to a Dexcom receiver.
If you have lost connection (signal loss) between your G6 transmitter and the t:slim X2 or Mobi after initial pairing, but your G6 app is functioning normally, please contact Tandem Technical Support for troubleshooting assistance at 877-801-6901.
G6 transmitter loss of connection to both Tandem Pump (tslim X2 or Mobi) and G6 app
If your G6 transmitter is no longer communicating to both your Tandem pump (t:slim X2 or Mobi) and the G6 app, please contact Dexcom Product Support at 844-607-8398.
Unable to upload t:slim X2 or Mobi pump data to Dexcom Clarity
Pump settings and pump data cannot be viewed in Dexcom Clarity. Only the t:connect mobile app from Tandem can be used to see your pump data on your mobile device.
For more information on installing and using the t:connect mobile app, please consult these online resources.
The Dexcom G6 app can be used to upload your CGM data into Dexcom Clarity, where you and your healthcare professional can review it.
Physical issues with your insulin infusion set
If you are experiencing a physical issue with your infusion set such as those involving adhesion, bleeding, bruising, skin irritation, discomfort or pain at insertion site, please contact Tandem Technical Support for assistance troubleshooting your issue at 877-801-6901.
If you require technical support from Tandem, or if you have questions or concerns with a t:slim X2, Mobi, insulin cartridge, or infusion set purchased from Tandem, please visit support.tandemdiabetes.com, email [email protected], or call 877-801-6901.
For more information related to using the t:slim X2, please review the user guide here. For more information related to using Mobi, please review the user guide User Guide linked.
Please contact Dexcom for the following:
Dexcom Receiver support
The t:slim X2 and Mobi connects directly to the Dexcom G6 transmitter; use of a Dexcom medical receiver isn't supported for these automated insulin delivery systems.
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 warm-up period, please submit a Product Support Request for a replacement sensor.
Physical issues with your sensor and/or transmitter
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.
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 844-607-8398.
Sensor replacement is independent of infusion set replacement
While infusion sets are replaced every 2 to 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 sensor.
Sensor session doesn't last the full 10 days
If your sensor session ended prematurely, please refer to this helpful FAQ.
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
For information on sensor accuracy, please watch this video.
If your sensor readings do not match symptoms or expectations, use a blood glucose meter and finger sticks to determine your glucose levels.
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. This is true for both the Tandem Pump (t:slim X2 or Mobi) and the G6 app.
If the calibration value from a blood glucose meter isn't accepted by the Tandem Pump (t:slim X2 or Mobi), please contact Tandem Technical Support at 877-801-6901.
If the calibration value isn’t accepted by the Dexcom G6 app, please contact Dexcom Product Support at 844-607-8398.
For information on calibrating your Dexcom G6, please watch this helpful video.
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.
Dexcom G7
These frequently asked questions (FAQs) are specific to the Tandem t:slim X2 or Tandem Mobi / Dexcom G7 automated insulin delivery system. Information on this page is not applicable to other insulin pumps.
Dexcom and Tandem 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 Dexcom for some issues and Tandem for others.
To facilitate handling of system issues, Dexcom will handle CGM issues, while Tandem will focus on issues relating to the t:slim X2 insulin pump or the Mobi insulin pump, insulin cartridges, and associated infusion sets. System issues requiring contact with Tandem Technical Support are listed below.
Note that, though use of the Dexcom G7 app for this automated insulin delivery system isn’t required, it is recommended by both Dexcom and Tandem. In addition to G7 app users having access to Dexcom Clarity and Share/Follow, the G7 app can be a helpful tool to diagnose problems connecting to the G7 sensor.
Items listed below assume the user has access to a smartphone that is compatible with the G7 app. Information on compatible smartphones is available here. Use of the Dexcom G7 receiver is not supported for this system.
Please contact Tandem for the following:
G7 sensor pairing failed to t:slim X2 pump or Mobi pump only
(G7 app able to pair to sensor)
For complete t:slim X2 pairing instructions please click here.
For complete Mobi pairing instructions, please click this link.
If your G7 sensor is failing to connect to the t:slim X2 or Mobi, but is able to connect to the G7 app, please contact Tandem Technical Support for troubleshooting assistance at 877-801-6901.
G7 sensor pairing failed to both Tandem Pump (t:slim X2 or Mobi) and G7 app
If your G7 sensor is failing to pair to both the G7 app and the t:slim X2 or Mobi, please contact Dexcom Product Support at 844-607-8398.
G7 loss of connection to t:slim X2 pump or Mobi pump only
(G7 app functioning normally)
If you are having issues with your G7 sensor maintaining connection to the t:slim X2 pump, please consult this article.
If you are having issues with your G7 sensor maintaining connection to the Mobi pump, please consult this article.
Note: If you are using the Tandem t:slim X2 pump or Tandem Mobi pump, you can also connect your G7 to a smart device but will not be able to connect it to a Dexcom receiver.
If you have lost connection (signal loss) between your G7 and the t:slim X2 or Mobi after initial pairing, but your G7 app is functioning normally, please contact Tandem Technical Support for troubleshooting assistance at 844-607-8398.
G7 sensor loss of connection to both Tandem Pump (tslim X2 or Mobi) and G7 app
If you are experiencing a physical issue with your infusion set such as those involving adhesion, bleeding, bruising, skin irritation, discomfort or pain at insertion site, please contact Tandem Technical Support for assistance troubleshooting your issue at 877-801-6901.
Unable to upload t:slim X2 pump or Mobi pump data to Dexcom Clarity
Pump settings and data cannot be viewed in Dexcom Clarity. Only the t:connect mobile app from Tandem can be used to see your pump data on your mobile device.
For more information on installing and using the t:connect mobile app, please consult these online resources.
The Dexcom G7 app can be used to upload your CGM data into Dexcom Clarity, where you and your healthcare professional can review it.
Physical issues with your insulin infusion set
If you are experiencing a physical issue with your infusion set such as those involving adhesion, bleeding, bruising, skin irritation, discomfort or pain at insertion site, please contact Tandem Technical Support for assistance troubleshooting your issue at 877-801-6901.
If you require technical support from Tandem, or if you have questions or concerns with a t:slim X2, Mobi, insulin cartridge, or infusion set purchased from Tandem, please visit support.tandemdiabetes.com, email [email protected], or call 877-801-6901.
For more information related to using the t:slim X2, please review the user guide here.
For more information related to using Mobi, please review the user guide User Guide linked.
Please contact Dexcom for the following:
Dexcom Receiver support
The t:slim X2 and Mobi connects directly to the Dexcom G7; use of a Dexcom medical receiver isn't supported for this automated insulin delivery system.
Unable to progress past the warm-up part of your sensor session
If your G7 fails during the 30-minute warm-up period, please refer to this FAQ.
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.
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 infusion set replacement
While infusion sets are replaced every 2 to 3 days, Dexcom G7 sensors last for 10 days with a 12-hour grace period at the end. You do not have to replace your sensor until your sensor session has ended.
Click here for instructions on how to replace your G7 sensor.
Sensor session doesn't last the full 10 days with a 12-hour grace period at the end
If your sensor session ended prematurely, please refer to this helpful FAQ.
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
For information on sensor accuracy, please watch this video.
If your sensor readings do not match symptoms or expectations, use a blood glucose meter and finger sticks to determine your glucose levels.
G7 calibration
The 4-digit pairing code found on the G7 Wearable box and Applicator connects your G7 sensor to your smart device or receiver through Bluetooth.
The Dexcom G7 sensor is factory calibrated, but the G7 app and t:slim X2 or Mobi both support calibration in case your CGM readings don’t match your symptoms.
If the calibration value from a blood glucose meter isn't accepted by the t:slim X2 or Mobi, please contact Tandem Technical Support at 877-801-6901.
If the calibration value isn’t accepted by the Dexcom G7 app, please contact Dexcom Product Support at 844-607-8398. 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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