Dexcom Customer Care: Getting Fast, Effective Help for Your CGM

Dexcom Customer Care supports users of the Dexcom G7, G6, and Dexcom Clarity. Whether you need a sensor replacement, help pairing a transmitter, clarification on insurance/billing, or guidance on data sharing, knowing exactly how and when to contact Dexcom saves time and frustration. This guide summarizes the direct lines, hours, what information to have ready, typical timelines, and what to expect.

As of 2025, Dexcom Technical Support operates 24/7 in the United States, while Order/Billing teams keep business hours. Many issues (such as sensor early stops, pairing errors, or app/device compatibility) can be resolved in a single call if you provide the sensor lot/serial details, timestamps, and app/device info. For proactive help, use Dexcom Clarity to share data with your clinic before calling.

When to Contact Dexcom vs. Your Pharmacy or Clinic

Contact Dexcom Technical Support if you are experiencing device-related problems: sensors that fail early (before the expected 10-day wear for G6/G7), Bluetooth pairing or signal loss, accuracy questions during the warmup period, app errors, receiver issues, or if you need a warranty replacement. Tech Support can troubleshoot in real time, document the outcome, and arrange replacements when eligible under warranty terms.

For insurance verification, shipment tracking, address changes, and billing questions on supplies shipped directly from Dexcom, contact Dexcom Customer Service (Orders/Billing). If you obtain sensors through a pharmacy, your pharmacy or benefits manager controls copays and refill timing; Dexcom can still help with technical issues, but pharmacy pricing and stock questions are better handled by the dispensing pharmacy.

How to Reach Dexcom Customer Care (US)

Use the channel that matches your need. Phone often provides the fastest resolution for time-sensitive issues like a failing sensor or an interrupted warmup. Web support and chat are convenient for non-urgent requests and documentation uploads.

• Technical Support (device issues, replacements): 1‑844‑607‑8398, available 24/7 in the United States. Typical call duration: 10–20 minutes when you have device and lot details handy. Website: support.dexcom.com
• Customer Service — Orders/Billing (insurance verification, shipments, account updates): 1‑888‑738‑3646, Mon–Fri, 6:00 a.m.–5:00 p.m. Pacific Time. Expect higher call volumes on Mondays and at month‑end.
• Corporate Headquarters (switchboard): Dexcom, Inc., 6340 Sequence Drive, San Diego, CA 92121. Main line: 1‑858‑200‑0200. This line can direct you but does not replace Technical Support.
• Web and self‑service: support.dexcom.com for troubleshooting articles, compatibility (dexcom.com/compatibility), and links to submit replacement requests (availability varies by product/region).
• Dexcom Clarity: clarity.dexcom.com. Use Clarity to share reports with your clinic and to capture event and signal data that can speed troubleshooting.

Outside the US, navigate to support.dexcom.com and choose your country to get local phone numbers and hours. Availability and language support differ by region; some countries offer region‑specific web forms for replacement claims.

Replacement, Warranty, and Returns

Dexcom typically warrants sensors to function for their labeled wear duration (G6: 10 days; G7: 10 days), and transmitters for their expected life (G6 transmitter: up to 3 months; G7 transmitter is integrated into the sensor). If a sensor fails early, Technical Support will assess the issue and may authorize a replacement. Keep the failed sensor until your call—they may ask you to retain or dispose of it depending on local policy.

When a warranty replacement is approved, orders in the US generally ship within 1–2 business days. Standard delivery commonly takes 2–5 business days depending on carrier and location. In medically urgent cases (for example, users with hypoglycemia unawareness and no backup sensor), same‑day dispatch or expedited shipping may be offered at Dexcom’s discretion. You will receive a confirmation email with a case/RMA number; keep this for reference.

If you purchased through a pharmacy, replacements for technical failures are still handled by Dexcom Technical Support, not by the pharmacy. Returns for non‑defective items usually follow the return policy of the original seller (Dexcom Direct vs. pharmacy). Always confirm time limits—many replacement claims must be reported promptly (ideally within 24–72 hours of failure) to document the issue accurately.

Insurance, Billing, and Order Management

Dexcom supplies can be obtained via pharmacy benefit or durable medical equipment (DME), depending on your insurance. Since Medicare expanded CGM coverage in 2023, many more users are eligible; Dexcom Customer Service can verify plan benefits, confirm whether you are routed through pharmacy or DME, and advise on documentation required (e.g., recent chart notes, prescriptions with diagnosis codes, or proof of insulin use when applicable).

For orders shipped from Dexcom Direct, Customer Service can update your shipping address, adjust refill dates, and provide tracking numbers. Typical auto‑refill cadences are every 30 or 90 days; changing cadence may require insurer approval. If a shipment is lost or delayed, call promptly—carriers often impose short windows for filing tracer claims. If you move states or change plans, notify Dexcom at least 10–14 days before your next shipment to prevent interruptions.

Copays and out‑of‑pocket costs vary by plan. If your pharmacy price is unexpectedly high, ask your insurer whether the pharmacy benefit or DME route is cheaper for you. Dexcom can supply National Drug Codes (NDCs) and product numbers to your plan or pharmacy to ensure correct adjudication.

Troubleshooting Preparation and Data Sharing

Arrive to a support call prepared. Have your phone and Dexcom receiver (if used) charged, Bluetooth enabled, and the sensor placement visible if comfortable. Recreate the exact time of the issue (e.g., “Day 6, 7:42 p.m., ‘Signal Loss’ for 45 minutes while phone was in another room”). This helps the agent correlate logs and propose targeted fixes such as Bluetooth resets, app reinstalls, or phone OS settings changes.

• Serials and lots: G7/G6 sensor lot number (on applicator or box), transmitter serial (G6), receiver serial if applicable.
• Timeline: date/time the problem started; any error codes; whether the warmup completed; whether you calibrated.
• Device details: phone model and OS version (e.g., iPhone 14 iOS 17.5), Dexcom app version, other Bluetooth devices connected, low power/battery optimization settings.
• Environment: water exposure, compression risk during sleep, distance from phone, known wireless interference (e.g., gym equipment, scanners).
• Data: recent Clarity reports or screenshots; clinic share code if your provider needs to review patterns.
• Account/insurance: shipping address, insurance ID/group numbers (for order questions), and preferred pharmacy if applicable.

For persistent accuracy questions, Support may ask you to compare CGM readings with a fingerstick using a fresh meter and strip from the same drop, taken when glucose is stable (no fast change arrows). They may also review sensor placement (abdomen vs. upper arm per labeling), adhesive adhesion, and recommend a new site if compression lows are suspected.

Privacy, Safety, and Escalations

Dexcom adheres to HIPAA and similar privacy laws. Agents will verify your identity (name, date of birth, shipping address) before accessing account details. Avoid sharing protected health information over social media; use official phone numbers or secure forms. For minors, a parent/guardian or authorized caregiver may be required on the call.

If your issue is urgent (e.g., repeated severe hypoglycemia with no working sensor), say “medical safety concern” at the start of the call to prioritize appropriate handling. Technical Support can escalate complex cases to senior specialists. If you receive a case number, store it in your phone notes; referencing it speeds follow‑up.

Quick Reference

Technical Support (24/7): 1‑844‑607‑8398. Orders/Billing (Mon–Fri 6 a.m.–5 p.m. PT): 1‑888‑738‑3646. Corporate HQ: Dexcom, Inc., 6340 Sequence Dr, San Diego, CA 92121, 1‑858‑200‑0200. Websites: dexcom.com, support.dexcom.com, clarity.dexcom.com, dexcom.com/compatibility. For the most current numbers and hours by country, visit dexcom.com/contact or support.dexcom.com and select your region.

With the right contact path and details ready, most Dexcom Customer Care interactions are resolved in a single touch—keeping you focused on living your life, not troubleshooting your CGM.