Omnipod Customer Care: How to Reach Support, What to Expect, and How to Get Fast Resolutions

What Omnipod Customer Care Covers (and What It Doesn’t)

Omnipod Customer Care supports users of the Omnipod system—Omnipod 5, Omnipod DASH, and earlier PDM-based systems—with technical troubleshooting, pod replacement for qualifying product issues, connectivity/app support, training resources, and resupply coordination. They can help with alarms and errors (occlusions, pod communication issues, Bluetooth pairing), PDM or Controller problems, mobile app setup, and guidance on safe use and pod changes. For Omnipod 5 specifically, they also support Dexcom G6/G7 pairing questions that affect automated insulin delivery.

They are not a replacement for your diabetes care team. Customer Care cannot change your insulin settings, prescribe insulin, or give individualized medical advice. If you have urgent symptoms (e.g., severe hypoglycemia, vomiting, or ketones), contact your clinician or emergency services first. If a device issue may be contributing, call Omnipod Customer Care after you are safe and stable.

How to Contact Omnipod Customer Care (U.S.)

Phone (24/7 technical support): 1-800-591-3455. This line handles urgent pod/PDM/Controller issues at any hour. For non-urgent requests (coverage checks, order status, training), you can also start online.

Web: https://www.omnipod.com/support and https://www.omnipod.com/contact. The Support portal includes device-specific guides, training videos, and troubleshooting trees. The Contact page routes you to region-specific forms for resupply, coverage review, and new-to-Omnipod inquiries.

• Have this information ready when you call: pod lot number (from the pod or box), time/date of issue, error codes or screen messages, PDM/Controller or app version and serial number, insulin type and fill volume used, your current insulin settings (basal rates, correction factor, target), recent CGM/BG values if relevant, shipping address, and insurance/pharmacy details for resupply or replacement.
• If your pod failed early, keep the failed pod and its packaging until Customer Care advises you about return or disposal. They may request the device for analysis to qualify for warranty replacement.

Rapid Self‑Checks Before You Call

A few 60–90 second checks can resolve many issues or make your call go faster. For communication errors, confirm Bluetooth is enabled, the device/app isn’t in airplane mode, and you’re within a few feet of the pod. Power-cycle your Controller/phone and retry pairing. For occlusion alarms, verify that infusion sites aren’t kinked due to compression (sleeping on the pod) and that the cannula insertion completed successfully.

If an alarm persists, do not repeatedly silence it without addressing the underlying issue. For suspected insulin delivery interruption and rising glucose/ketones, follow your sick day plan from your clinician. If advised to replace the pod, document the time of change and initial BG/CGM reading before and after the swap; Customer Care will ask for this during troubleshooting.

Pod Lifespan, Replacements, and Shipping Expectations

Omnipod pods are single-use and designed for up to 72 hours of wear with an additional grace period; the system will alert at expiration and will hard-stop shortly after (maximum 80 hours from activation). If a pod fails early due to an alarm or manufacturing issue, most cases are eligible for replacement after basic troubleshooting. Keep the lot number—this links the pod to its manufacturing record and speeds claims.

In the U.S., approved replacements are typically shipped by common carriers (UPS/FedEx/USPS) with standard delivery in 1–5 business days, and expedited shipping may be available when medically necessary. You’ll be told whether a return mailer is required. If multiple pods from the same lot fail, call right away; trend analysis helps Insulet investigate and protect users.

Resupply, Quantities, and Coverage Pathways

Many U.S. users receive Omnipod through the pharmacy benefit rather than durable medical equipment (DME). A standard 30-day prescription is 10 pods (each worn up to 3 days), and a typical 90-day prescription is 30 pods. Work with your prescriber to ensure the diagnosis code, product name (e.g., “Omnipod 5 Pods for Dexcom G6” or “Omnipod 5 Pods for Dexcom G7,” as appropriate), and quantity match your plan limits.

If you’re unsure whether your plan covers Omnipod via pharmacy or DME, request a benefits investigation through the Contact page or call 1-800-591-3455 and ask to be routed to coverage support. Prior authorization may be required; providing recent chart notes, A1C, history of MDI or pump therapy, and medical necessity can shorten approval times. For copay questions and financial assistance, Customer Care can direct you to current programs and in-network pharmacies.

Training and Onboarding Support

First-time users should complete device training before going live. Self-paced modules and videos are available at https://www.omnipod.com/support, and many clinics coordinate a virtual or in-person session. For Omnipod 5, confirm your Dexcom account, transmitter pairing, and smartphone/Controller compatibility ahead of time to avoid day-one delays.

If you’re transitioning from multiple daily injections or another pump, bring your current insulin plan to training: basal profile, insulin-to-carb ratios, correction factors, target glucose, and any exercise/sick day adjustments. Customer Care can help with device operation, but your clinician sets your medical parameters and follow-up schedule.

Data, App, and Connectivity Tips

For Omnipod 5 users, ensure the mobile app and Controller firmware are current. Connectivity drops are most often due to Bluetooth being off, battery saver restrictions, or the phone killing background processes. Whitelist the app for unrestricted battery use and keep the device within a few feet of the pod during automode.

If you change phones, back up any necessary settings and confirm compatibility on the Support site before switching. Document your target, insulin action time, and recent adjustments; after a device migration, verify that all settings carried over correctly.

Safety Concerns, Adverse Event Reporting, and Recalls

If you suspect a serious device malfunction that led to injury or required medical intervention, seek medical care first. Then contact Omnipod Customer Care at 1-800-591-3455 to document the event and arrange device return if requested. This information is used for quality assurance and patient safety monitoring.

You can also report to FDA MedWatch at 1-800-FDA-1088 or online at https://www.fda.gov/medwatch. For recall notices or software update advisories, check your email from Insulet and the Support site. Keep your contact information current so you receive time-sensitive safety communications.

Address, Documentation, and Escalations

Mailing address (U.S.): Insulet Corporation, 100 Nagog Park, Acton, MA 01720, USA. Use this only if Customer Care instructs you to mail documentation or a device; most returns use a provided mailer with specific instructions. Always include the case number Customer Care gives you to prevent delays.

If your issue remains unresolved after initial troubleshooting, ask for escalation. Provide your case number, dates/times of prior calls, and the practical impact (e.g., running out of pods within 48 hours). Clear documentation helps the next-level specialist or supervisor act quickly, whether that means a replacement, shipping upgrade, or coordination with your clinic.

When to Call Immediately

Call right away if you have a persistent occlusion alarm you cannot clear, a pod that won’t deliver insulin, a Controller/PDM that won’t power on or pair with a new pod, or if you are at risk of running out of pods due to shipping delays. For hyperglycemia with ketones or severe hypoglycemia, follow your emergency plan first, then contact Customer Care to review any device contribution.

Practical Planning to Avoid Gaps

Reorder when you open your last box. A 30-day supply is typically 10 pods, so place the next order when you have 3–5 pods remaining to allow for weekends, holidays, or insurance processing. Keep a written copy of your pump settings and a backup supply of rapid-acting insulin pens or syringes per your clinician’s guidance in case of device failure during travel.

Why is Omnipod being discontinued?

To continue bringing our users the latest in Omnipod technology and to simplify our Omnipod offerings, we have made the decision to retire the Omnipod Insulin Management System (also known as Omnipod Eros, Omnipod UST400, or Omnipod “Classic”) in the United States.

Is Omnipod open on 24/7?

Our Product Support team continues to be available 24/7 at 1-800-591-3455, option 1. #Omnipod #Omnipod5 #Diabetes #T1D #T1DLooksLikeMe ​

Does Omnipod stop working after 3 days?

The PDM alerts you when the reservoir is low and suggests a pod change. You also need to change your pod when the pod expires. An active pod expires after 72 hours or about 3 days of use when the pod

How do I report a failed Omnipod?

Use the online form or Chat button available in PodderCentral® to report a Pod issue. If you need additional assistance, please call 1-800-591-3455.