These FAQs are specific to the Dexcom G6 / Omnipod® 5 System. Information on this page is not applicable to any other insulin pumps.
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 Dexcom for some issues and Insulet for others.
To facilitate handling of system issues, Dexcom will handle CGM issues, while Insulet will focus on issues relating to the Omnipod® 5 insulin delivery system. System issues requiring contact with Insulet Customer Technical Support are listed below.
Please contact Insulet for the following:
Transmitter pairing failed to Omnipod® 5 ONLY (Dexcom G6 app able to pair to transmitter) |
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Transmitter loss of connection to Omnipod® 5 ONLY (Dexcom G6 app functioning normally) |
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Receiving an error message related to the Omnipod® 5 Pod or Omnipod® 5 App (in dedicated Controller or compatible smartphone) |
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Physical issues with your Omnipod® 5 insulin delivery system |
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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 1-800-591-3455.
For more information related to using the Omnipod® 5 Pod, please review the user guide here.
Please contact Dexcom for the following:
Connecting the Dexcom G6 transmitter with Omnipod® 5 |
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Unable to progress past the warm-up part of your sensor session |
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Physical issues with your sensor and/or transmitter. |
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Receiving an error message related to your transmitter lifespan |
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Sensor replacement is independent of Omnipod® 5 replacement |
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Sensor session doesn't last the full 10 days |
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Sensor doesn't appear to be accurate |
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Issues calibrating your Dexcom G6 CGM System |
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