Dexcom and Tandem Diabetes Care® 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 that the required reporting takes place in a timely fashion, customers may need to contact Dexcom for some issues and Tandem for others. Tandem handles issues with the connection between your Dexcom transmitter and t:slim X2™ insulin pump, questions about calibration, the “???” display, and sensor failures after the 2-hour warmup period.
For all other continuous glucose monitoring (CGM) issues, including the sensor failure during the 2-hour warmup, “no restarts” alert or physical problems with your sensor or transmitter, such as bleeding, bruising, skin reaction, adhesive issues, applicator issues, or broken wires, you should contact Dexcom using one of the options on their Contact Us page.