Support Update

We are currently experiencing higher than expected call volume resulting in wait times that do not meet our goals for customer support. We sincerely apologize for any inconvenience.

If you are waiting for a call back regarding the software update process for your current t:slim X2 pump, we appreciate your patience. In the meantime, please help us keep the phone lines open for customers who may be experiencing an interruption in insulin delivery.Thank you in advance for your understanding. We are working diligently to make sure everyone is responded to as soon as possible.

Software Update FAQs

1. I completed my Basal-IQ training and have my certificate. What do I do now?
Please be sure to email your certificate to BenefitsCanada@TandemDiabetes.com. Once we receive and process this, you will receive an email with your update ID number within the next 24-48 hours.

UPDATE: Due to high interest, it may take us longer than usual to process certificates. Please refrain from calling Tandem to ask about the status of your certificate, in order to keep the phone lines open for customers who may be experiencing an interruption in insulin delivery.

2. J'ai terminé ma formation Basal-IQ et j'ai mon certificat. Qu'est-ce que je fais maintenant?
Assurez-vous d'envoyer votre certificat par courriel à BenefitsCanada@TandemDiabetes.com. Une fois que nous aurons reçu et traité cela, vous recevrez un e-mail avec votre numéro d'identification de mise à jour dans les prochaines 24 à 48 heures.

Customer Support Update

Software Update FAQs