ResMed Customer Care: A Practical, Expert Guide

How to reach ResMed customer care (and who can help with what)

ResMed provides support through regional customer care teams, an online contact portal, and self-service resources for patients, caregivers, and clinicians. Because CPAP/BiPAP devices are prescription products, many issues involving settings, insurance, replacement supplies, and warranty logistics are handled by your equipment provider (commonly called a DME—durable medical equipment supplier) rather than directly by ResMed. A fast rule of thumb: contact ResMed for product information, basic troubleshooting guidance, software/app support (myAir), product registration, and safety concerns; contact your DME or sleep clinic for prescriptions, pressure changes, rentals/loaners, and insurance paperwork.

Start at the regional “Contact Us” directory and choose your country for the most accurate phone numbers and web forms:
resmed.com/contact (global directory), resmed.com/en-us/support/contact-us (United States), resmed.com/en-au/contact-us (Australia), resmed.co.uk/contact-us (United Kingdom). Business hours vary by country (typical hours are Monday–Friday, 8:00–17:00 local). If you’re unsure whether to call ResMed or your DME, check your device label or your initial delivery paperwork to identify the supplying DME—most warranty claims in the U.S. must be initiated through the DME that dispensed your device.

Key addresses and service portals

United States headquarters: ResMed, 9001 Spectrum Center Blvd, San Diego, CA 92123, USA. Asia‑Pacific headquarters and manufacturing: ResMed, 1 Elizabeth Macarthur Drive, Bella Vista NSW 2153, Australia. When in doubt, use the online forms on the regional sites rather than mailing—most product and service issues are routed electronically and resolved faster when you submit model/serial details up front.

Patient-facing websites: resmed.com (education, product pages, support articles), myair.resmed.com (therapy tracking for compatible AirSense/AirCurve devices), and shop.resmed.com (U.S. direct-to-consumer store for certain accessories and replacement parts). Clinicians use airview.resmed.com (professional portal) for remote monitoring; patients should not submit clinical data via AirView—your clinic invites you if needed.

What to have ready before you contact customer care

Having the right information on hand prevents back-and-forth and shortens resolution time. Most of it is easy to find on the device label or in the myAir app. For shipping- or warranty-related issues, your proof of purchase and DME details will be essential. For app or connectivity problems, your device’s serial number and the myAir account email save time.

• Device details: model (e.g., AirSense 11 AutoSet, AirCurve 10 VAuto), serial number (on device bottom or rear), run hours (in device menu), and installed accessories (humidifier, ClimateLineAir heated tubing).
• Purchase path: DME name, date of setup, and payer (insurance/Medicare/self-pay). If you used a rental-to-purchase plan, note the rental start date.
• Software/app: myAir account email, phone OS version (iOS/Android), app version, Bluetooth/cellular status, and any error messages (e.g., “No cellular coverage”).
• Clinical context: original prescription (pressure or auto range), clinician or sleep lab name, and compliance deadlines (e.g., Medicare’s 31–90-day window).
• Problem specifics: when the issue started, steps already tried (filter change, tube reseat, power reset), error codes/messages, and any photos of damage or alerts.

Warranty, returns, and typical repair timelines

ResMed warranties vary by product and region. In the U.S., core devices (e.g., AirSense 11, AirCurve 10) typically carry a 2-year manufacturer warranty; integrated humidifiers generally 2 years; masks and most accessories 90 days; batteries and some specialized components may have different terms. Warranty coverage addresses manufacturing defects—it does not cover misuse, liquid ingress in electronics, or wear-and-tear beyond normal expectations. Keep your original proof of purchase; your DME will often handle the Return Material Authorization (RMA) with ResMed on your behalf.

Typical turnaround for a device warranty evaluation is 10–15 business days once the unit reaches the service center. Many DMEs provide a loaner device during repair; ask explicitly, as availability varies. If your device fails within the reseller’s return window (often 14–30 days for accessories, less common for devices), contact the seller first; manufacturer returns usually require evaluation rather than immediate replacement. For out-of-warranty devices, request a repair quote vs. replacement comparison—if the blower is failing, replacement is frequently more cost-effective on devices beyond 4–5 years of use.

Insurance, supplies, and replacement schedules (United States)

Most U.S. insurers, including Medicare, follow standard replacement frequencies using HCPCS codes. Your DME bills these codes, but you have the right to itemized invoices. If you self-pay, compare DME pricing with the ResMed Shop and reputable online suppliers; prices vary widely. Typical retail ranges (USD) as of 2024–2025: filters $7–$20 per 2‑pack, standard tubing $12–$25, heated tubing (ClimateLineAir) $35–$55, humidifier tub $25–$45, full face or nasal masks $85–$180, mask cushions $20–$60 depending on type.

• A7034 nasal mask: 1 every 3 months; A7032 nasal cushion: up to 2 per month.
• A7030 full face mask: 1 every 3 months; A7031 full face cushion: 1 per month.
• A7033 nasal pillows cushion: up to 2 per month (e.g., AirFit P10 pillows).
• A7035 headgear: 1 every 6 months; A7036 chinstrap: 1 every 6 months.
• A7037 standard tubing: 1 every 3 months; A4604 heated tubing: 1 every 3 months.
• A7038 disposable filter: up to 2 per month; A7039 reusable filter: 1 every 6 months.
• A7046 humidifier tub: 1 every 6 months.

Digital support: myAir, connectivity, and data access

myAir (myair.resmed.com) provides nightly scores (0–100) based on usage hours, mask seal, events per hour, and mask-on/off counts, plus tailored coaching. AirSense 11 devices submit data via built-in cellular; Bluetooth is used only to pair the app locally. If you have no cellular coverage at home, myAir can still sync basic data via Bluetooth when your phone is near the device. Ensure Airplane Mode is off on the CPAP if you expect cellular uploads (Menu > Settings).

For compliance documentation (e.g., Medicare’s requirement of ≥4 hours/night on ≥70% of nights in a consecutive 30-day window within the first 90 days), your DME or clinic can generate an official report via AirView. ResMed Customer Care can guide you to the right party but cannot change therapy settings or certify compliance. If your myAir data seems incorrect, confirm the device serial in the app, check the date/time on the device, and power-cycle the machine (unplug 30 seconds). Most data discrepancies resolve within 24–48 hours once connectivity is restored.

Common issues customer care can resolve quickly

Mask leaks and “rainout” are the top complaints. Customer care can help you enable Climate Control Auto (on AirSense 11 with ClimateLineAir) to coordinate humidity and tube temperature, set tube temp to 80–84°F (27–29°C), or suggest a tubing cover in cooler rooms. For persistent leaks, they’ll verify mask size with fit guides (e.g., AirFit F20/F30 or N20 templates) and review strap tension—over-tightening often worsens leaks. Documenting typical leak values (e.g., 95th percentile leak from the device report) speeds the conversation.

For power or error messages (“Tube blocked,” “High leak detected,” “Motor life exceeded”), support will walk through filter inspection, tube integrity checks, water tub seating, and a safe reset. If the device shows no lights and the outlet is good, they’ll differentiate between power supply failure versus device fault and guide you to warranty evaluation. For app pairing failures, they’ll confirm Bluetooth permissions, reset the Bluetooth module (toggle off/on on the device), and ensure only one phone is paired at a time.

Costs, timelines, and realistic expectations

New auto-adjusting CPAP devices in the U.S. typically price in the $800–$1,200 range out-of-pocket as of 2024–2025, before insurance. If you are within a rental period, your monthly rental may apply toward purchase; verify the “capped rental” month count in your DME agreement (often 10–13 months). Warranty evaluations usually take 2–3 weeks end-to-end including shipping; time-sensitive compliance deadlines (e.g., within 90 days of setup) should be communicated so your DME can provide a loaner.

Shipping costs for warranty returns are commonly covered one way by the DME or manufacturer, but policies vary—ask for a prepaid label and keep tracking numbers. For accessories, bundling filters and cushions often reduces per-unit cost. If you travel internationally, ResMed devices operate on 100–240V; you’ll only need a plug adapter, not a voltage converter. Keep a printed copy of your prescription when traveling—airlines may ask, and it speeds replacements if something fails on the road.

Safety, recalls, and where to check official notices

For safety alerts or recalls, rely on ResMed’s official site and your country’s regulator. In the U.S., check resmed.com/en-us/legal-and-privacy/recalls-and-safety-alerts and the FDA’s database at accessdata.fda.gov or recalls.gov. ResMed Customer Care can confirm whether your specific model and serial are affected by any active notice and outline next steps if action is required.

If you ever experience burning smells, unusual noises, or visible damage, disconnect power, stop use, and contact your DME or ResMed immediately. For medical symptoms (e.g., worsening breathing, chest pain, severe dryness with bleeding), contact your clinician or emergency services first; customer care can address the device, but not medical triage.

Quick links to start

Global directory: resmed.com/contact
United States support: resmed.com/en-us/support/contact-us
Australia support: resmed.com/en-au/contact-us
United Kingdom support: resmed.co.uk/contact-us
myAir: myair.resmed.com
ResMed Shop (U.S.): shop.resmed.com

If you need help deciding whether to call ResMed or your DME, begin with the regional contact page and include your device model, serial, and DME name in your message—your request will be routed to the fastest resolution path.