Customer Support Wait Times

In-warranty t:slim X2 insulin pump users in Canada can add Control-IQ technology free of charge. The process is done through a simple-to-use online customer portal that users can log into with their existing t:connect web application account credentials.

You can go to the customer portal and start the process without waiting for an email. If you do not see an update in the portal, please wait for an email to arrive and try again. We want to keep our Technical Support lines open for fellow pump users who may be experiencing an interruption in insulin delivery and need support.

Note: If you start the update process through the t:connect customer portal now, an email will still be sent out. You can disregard that email if you’ve already started the update process.

The customer portal is a secure website designed for pump software updates and to complete required training. You can also manage your devices through the portal.

If you are logged into the Home Screen, click on the “My Devices” tab in the top navigation menu to see if a software update is available for you.

You can initiate your request for a software update in the easy-to-use customer portal. Below are the steps in the process, and general guidelines for how long step each can take.

• Log in to the customer portal and complete the training (less than 1 day)
• We will send you an email with your software update ID code and instructions on how to install Control-IQ technology on your insulin pump (1 day)

Shortly following commercial launch, there was speculation that a large number of Tandem insulin pumps were unable to be updated, but this is not the case. If you have an in-warranty t:slim X2 insulin pump, your pump should be able to be updated. It is rare that an in-warranty t:slim X2 insulin pump has a problem that prevents it from being capable of software updates.

This error means the web browser you are using is blocking cookies. In order to resolve, you can do the following: 

• Safari: in the upper left corner, select “Safari”, then “Preferences.” Select the “Privacy” tab and uncheck “Prevent cross-site tracking” and “Block all cookies.”
• iPhone: select “Settings” then select “Safari” then turn off “Prevent Cross-Site Tracking” and “Block All Cookies”
• Chrome: while on the t:connect Portal, select the lock icon in the URL window, select “Cookies”, “Allow” all blocked cookies and then select “Done.”
• For all browsers: after completing above steps, you may need to also clear the browser’s cache.