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Customer Support

Bilingual customer support is available for Canada 24 hours a day, 365 days a year.

Help with Dexcom CGM

 
 

We’ve got you covered

In addition to our round-the-clock technical support, we offer a number of other services to make pump ownership as simple as possible.

 

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Insurance Verification

Our team of insurance verification specialists will help you through the process and make it as simple for you as possible.

 

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30-Day Return Policy

We believe we make the best pumps on the market, but we understand everyone’s needs are unique, and sometimes things don’t work out.

 

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Expert Local Training

Even though our products are simple to learn and simple to use, we offer personal pump training to every new customer.

 

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Four-Year Limited Warranty*

If you need a replacement pump and are within our coverage area, we will get one to you as soon as possible, even on holidays and weekends.

 
 

 

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Bilingual Customer Support

We put as much effort into standing behind our products as we do into designing them. Our Customer Support Team is staffed by highly trained, enthusiastic representatives based in North America, many of whom use insulin pumps themselves.

Technical Support

(833) 509-3598
Available for Canada
24 hours a day, 365 days a year

 

 
 

 
 

Need help with your Dexcom CGM?

For Dexcom continuous glucose monitoring (CGM) specific issues, please contact Dexcom using one of the options at dexcom.com/contact. Please see table for a full list of who to contact for Dexcom CGM issues.

Tandem handles issues with the connection between your Dexcom transmitter and t:slim X2™ insulin pump, as well as the below issues which you can now report online using our quick reference resources:

 
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Product Contact

Dexcom CGM Applicator

Common Issues: Physical Damage (e.g., Broken Needle, Cannula or Needle Retraction Issues, etc.), Deployment Issue, or Painful Insertion

Dexcom

Dexcom CGM Transmitter

Common Issues: Physical Damage, Transmitter Latch Issues, Difficulty Inserting or Removing Transmitter, Low Transmitter Battery Alert, Transmitter Failed Error, Overheating, or Shocking

Dexcom

Dexcom CGM Sensor

Common Issues: Physical Damage (e.g., Broken, Detached, Missing Sensor Wire, etc.), No Initial Calibration, Sensor Failure During 2hr Warmup, or New Sensor Inserted but Displays “No Restarts” (Alert 25)

Dexcom

Tandem t:slim X2 Insulin Pump with Dexcom CGM

Common Issues: Inaccurate CGM Values, Pump Will Not Accept Calibration Values, Early Sensor Expiration, Sensor Failure After 2hr Warmup, Pump Displays "---", Pump Displays “No Readings”, Pump Displays “Sensor Error”, Pump Displays “Wait up to 3hrs”, Pump Displays Hourglass for Over 1hr, Pairing Failure (Alert 29), Signal Loss (Between Transmitter and Pump), or Other Calibration Errors

Tandem

 
 

 
 

 

* You may have an additional year of warranty depending on your provincial funding program.