Question 1

Dexcom Account Password Reset & Login Help

Accepted Answer

I am trying to log in, but it says that my email or username is invalid.First, check to make sure the spelling of your email or your username is correct. When you created your account, you would have used either your email address, or your mobile number (including the country code +44) make sure you are using the correct one. You can also use the username you created when setting up your Dexcom app.If you have a caregiver account for an under 18 you will have different log in detail to that of the dependent, make sure you are using the correct login details.Is there any way to find my username?Yes, if you are the Dexcom user, you can find it in your Dexcom Product appClick on Profile on the bottom right of your app.Click on Account to view your username.I’ve forgotten my Dexcom account password. How do I reset it?If you’ve forgotten your password, go to the Dexcom account login page or on the app. Enter your username if you know it and select “Forgot Password?” Enter your registered email address and follow the instructions in the password reset email you receive.If you do not know your username you will need to use your email address or mobile number. When you set up your account you will have used either your mobile number or your email address. Enter whichever one you used on account setup to reset your password. Once entered, click forgot password and follow the instructions in the password reset email you receive.I haven’t received the password reset email. What should I do?Check your spam or junk email folder.Make sure you entered your email address correctly.If you still haven’t received the email after a few minutes, try requesting a reset again.If the problem continues, contact Dexcom Technical Support for assistance on 0800 031 5763.I no longer have access to the email I used to create my Dexcom account. How can I reset my password?If you can’t access the email address linked to your Dexcom account, you won’t be able to reset your password through the standard process. Please contact Dexcom Technical Support on 0800 031 5763. They can help you update your account information and regain access.Tips for a successful password resetUse the exact email address you used to create your Dexcom account.Passwords are case-sensitive.If you have multiple Dexcom accounts, make sure you’re using the correct login details for the service you want to access.

Question 2

What do I need to do to initiate my patients’ Dexcom glucose data being pulled through?

Accepted Answer

You will need to start using the Prism Tool provided by Promatica.What do I need to tell my patients about their Dexcom glucose data being shared?Once your GP practice has been set up for sharing CGM data, the patients who are using Dexcom CGM will be sent an SMS the next day with the details to sign up and consent to sharing their data.What are patients’ rights concerning the data?The patient has the right to access a copy of the data that Dexcom holds for them and have the right to have the data deleted at any time if they wish. Patients can exercise these rights by going to: https://privacyrequest.dexcom.com/privacy. However, the data which is held in the electronic health record at the GP Practice cannot be deleted by Dexcom, and patients would need to contact their GP Practice to have this data deleted. Finally, patients do have the right to request that their medical records are rectified if the information is not accurate.Which Dexcom CGM Systems can share glucose data?All Dexcom CGM Systems are able to share glucose data via the Promatica Prism Tool. These include Dexcom G6, Dexcom G7, Dexcom ONE and Dexcom ONE+.Who do I contact if I have questions about accessing my patients’ Dexcom glucose data?Please contact: support@promaticadigital.co.uk

Question 3

Why does bleeding occur and what can I do to prevent it?

Accepted Answer

Question 4

Do I need to remove my Dexcom sensor for medical procedures?

Accepted Answer

MRIDo not wear any Dexcom CGM system during magnetic resonance imaging (MRI).The Dexcom CGM systems have not been tested during an MRI scan. The magnetic fields could damage the components of the Dexcom which may cause inaccurate sensor readings or prevent alerts.1,2,3DiathermyDo not wear any Dexcom CGM system during high frequency electrical heat (Diathermy) treatment.The Dexcom CGM systems have not been tested during a procedure involving diathermy. The heat generated could damage the components of the Dexcom CGM systems may cause inaccurate sensor readings or prevent alerts. 1,2,3X-ray, CT scan or radiation therapy – Dexcom G7 or Dexcom ONE+If you need an x-ray, CT scan, or radiation therapy while wearing the sensor, discuss these safeguards with your healthcare provider 1,2:Avoid including the sensor in the scanned area during the procedure.Cover the sensor with a lead apronCT Scan – Dexcom G6Do not wear your Dexcom CGM (sensor, transmitter, receiver, or smart device).31 Dexcom G7 User Guide, 20242 Dexcom ONE+ User Guide, 20253 Using your Dexcom G6, 2023

Question 5

Calibration Guidance for Dexcom CGM Systems

Accepted Answer

Do Dexcom sensors need calibration?No. Dexcom CGM systems are designed to work without routine calibrations. However, optional calibration is available across all Dexcom devices.Can Dexcom Sensors Be Calibrated?Yes, all Dexcom sensors support calibration, but it is not required for normal operation. These systems are factory-calibrated and intended to function accurately without user input.When Is Calibration Recommended?CGM systems measure glucose levels in the interstitial fluid, whereas conventional blood glucose meters (BGMs) measure glucose levels in the blood. Because these measurements come from different sources, CGM glucose values may differ from blood glucose values. These differences can be expected and CGM readings are still reliable for treatment decisions. *The %20/20 rule describes the acceptable deviation between fingerstick blood glucose readings and CGM interstitial glucose readings:For blood glucose readings ≥3.9 mmol/L (≥70 mg/dL), the sensor's glucose value may deviate up or down by 20% of this value.For blood glucose readings <3.9 mmol/L (<70 mg/dL), the sensor's glucose value may deviate up or down by 1.1 mmol/L (20 mg/dL) from itCalibration may be considered if:Your sensor readings differ from fingerstick values by more than expected under the %20/20 rule.You experience symptoms that do not match your CGM readings.You are using Dexcom G6 without a sensor code (in which case calibration is required).When Should You Avoid Calibration?Do not calibrate if:Your glucose is changing rapidly (e.g. after meals or exercise).There is pressure on the sensor (e.g. lying on it).You see a sensor error message.You are experiencing unstable readings with up/down trend arrows. Calibrating on an up or down arrow may fail the sensor. Wait until you have a horizontal arrow.Your device is displaying a message relating to sensor errorRemember frequent calibration of the device may cause exaggerated increases or decreases in glucose levels to show on the sensor, especially in the situation mentioned above. This could cause the sensor to detect an issue and fail. Only calibrate when necessary.There is the option to log your blood glucose without using it as a calibration. This can be done in the appIn the app, tap + in the Glucose, Log or History tab.In the receiver, go to Menu > Event > Blood Glucose.Select Blood Glucose, then Log Blood Glucose. Follow onscreen instructions to log blood glucose meter value.How to calibrate correctlyUse only fingerstick values from a blood glucose meter (not CGM readings).Wash hands thoroughly with soap and water (not gel cleaners).Enter the calibration within 5 minutes of taking the fingerstick.Calibrate using only one display device (app or receiver).Acceptable calibration range: 2.2–22.2 mmol/L.How do I calibrate my Dexcom device?In the app, tap + in the Glucose, Log or History tab.In the receiver, go to Menu > Event > Blood Glucose.Select Blood Glucose, then use as Calibration. Follow onscreen instructions to enter BG meter value as a calibration.deleteOther frequently asked questions on calibrationWhat does Calibration error mean?This means you have recently entered a calibration blood glucose, and the sensor is having trouble calibrating. Follow the directions on screen and recalibrate in 15 minutesWhat does calibration not used mean?This means the sensor could not use the glucose reading you entered as a calibration. Wait for 15 mins and try again.What does the blood drop icon mean?It means that you are required to do an additional calibration.*Slight differences between these readings are normal. BGM is not the gold standard and CGM readings should be compared to glucose levels in a patient’s vein using the YSI glucose analyser. Calibration should be considered if sensor readings differ from finger prick values by more than 20–30% or if there are symptoms that do not match CGM readings. Finger pricks are required for diabetes treatment decisions if symptoms or expectations do not match readings.

Question 6

How do I upgrade from Dexcom G6 to Dexcom G7?

Accepted Answer

Upgrading to Dexcom G7 is easy. If you are funded for Dexcom G6 then speak to your doctor or diabetes team at your next appointment about upgrading to Dexcom G7.If you are self-funded, then Dexcom G7 is available to buy on our website.If you're using a connected insulin pump, please speak to your doctor or diabetes team about when you can upgrade to Dexcom G7.

Question 7

Dexcom Store: VAT, Payment Methods & Payment Issues

Accepted Answer

Why have I been charged VAT on my purchases?VAT (Value Added Tax) is applied to Dexcom products in accordance with UK law. Most customers will see VAT included in their order total unless they are eligible for VAT relief due to a qualifying medical condition.How does VAT relief work?If you have diabetes or another qualifying medical condition, you may be eligible for VAT relief on Dexcom products. During checkout, you can declare your eligibility by ticking the VAT exempt box when registering your Dexcom Account or by contacting Customer services on 0800 031 5761 or UKIE.sales@dexcom.com. If approved, VAT will be removed from your order total. VAT relief is only available for personal use and not for products purchased on behalf of someone else or for business use.What payment methods does the Dexcom Store support?The Dexcom Store accepts a variety of payment methods, including:Major credit and debit cards (such as Visa, MasterCard, and American Express)PayPalOther secure payment options may be available at checkoutYou can add or remove payment cards from your account at any time. You will need to choose which card you wish to use at checkout.My payment is not going through. What should I do?Double-check that your payment details are correct and that your card is valid.Make sure your billing address matches the one registered with your payment provider.Try a different payment method if possible.If your payment continues to fail, contact your bank or payment provider for more information.For further help, contact Dexcom Customer Support.Where can I find my invoices?You will receive an email with a link to your invoice when your order has shipped. You can also access all invoices for all past orders in your Dexcom account under “Shipped Order Information”.For any other queries regarding our Dexcom E store please click here for our dedicated list of FAQs or contact Customer Services on 0800 371 5761.

Question 8

Dexcom Icons, Alerts, and Symbols: What Do They Mean?

Accepted Answer

Brief or temporary Sensor Error / IssueA Brief sensor error or brief sensor issue message means that your sensor is currently unable to measure the glucose in the interstitial fluid . This can happen at any time during the sensor life and usually fixes itself within 3 hours. Do not remove the sensor. Use your blood glucose meter for treatment decisions. If the issue persists for more than 3 hours contact Dexcom technical support*No Readings AlertThe “No Readings” alert means the sensor is temporarily unable to measure glucose due to something blocking the sensor’s Bluetooth connection. Common causes of the No Readings alert include:• If water is between your transmitter and display device • If your receiving device is out of range • If there is an obstacle in between you and your receiving device (such as walls or metal) • If you are laying on your sensor while sleepingEnsure your sensor and display device* are close to one another and that nothing is blocking their connection. Wait 10 minutes to see if your Dexcom Continuous Glucose Monitoring (CGM) System begins displaying readings. If the issue persists, contact Dexcom technical support*Sensor Failed AlertA “Sensor Failed” alert means your Dexcom sensor is no longer able to provide reliable glucose readings.What to do: • Remove the failed sensor and transmitter (if applicable). • Insert a new sensor following the instructions in the app or receiver. • Start a new sensor session in your Dexcom app or receiver. • If the issue persists or you receive repeated sensor failures, contact Dexcom Technical Support for further assistance and possible replacement. (see below for contact information)Blood Drop IconThe blood drop icon on your Dexcom display means a blood glucose (BG) meter value is needed. This may appear if your system requires a calibration, or if you’re using a sensor without a code. Follow the on-screen instructions to enter a fingerstick BG value, and always use clean, dry hands for accuracy.Bluetooth is Off AlertThis alert means Bluetooth is turned off on your smartphone or receiver, so your Dexcom system cannot send or receive glucose data. Turn Bluetooth back on in your device settings to restore communication and ensure you continue to receive real-time readings and alerts.Calibration ErrorA calibration error occurs when the BG value you entered is outside the expected range or doesn’t match the sensor’s readings. Double-check your fingerstick technique and ensure your hands are clean. If the error persists, follow the on-screen instructions - usually, you’ll be prompted to enter a new BG value within a set time.Hourglass IconThe hourglass icon indicates your sensor is in the warm-up period or that a process is underway (such as starting a new sensor session). During this time, you won’t receive glucose readings or alerts. Wait until the warm-up is complete; your Dexcom app or receiver will notify you when your sensor is ready.Pairing UnsuccessfulIf you see a “Pairing Unsuccessful” message, your CGM and display device (app or receiver) did not connect. If your CGM device has a separate transmitter, make sure it is correctly installed into the sensor housing. Check that the Bluetooth is switched on and your device is within range of the sensor. Retry pairing as instructed. If the problem continues, restart your device and try again.Signal Loss AlertA signal loss alert means your display device (phone or receiver) has temporarily lost communication with your Dexcom sensor. This can happen if you move too far away, there are obstacles (like walls or water), or Bluetooth is turned off. Move your receiving device closer to the Dexcom sensor and ensure Bluetooth is enabled. If the signal isn’t restored within a few minutes, follow the troubleshooting steps in your user guide, check out our Reducing signal loss FAQ or contact our technical support team. (see below for contact information).Question Marks (??)If you see question marks instead of a glucose value, your Dexcom system is temporarily unable to provide a reading. This can occur if the sensor is adjusting, there’s interference, or the system needs more data. Wait up to 3 hours; if the issue persists, replace the sensor as instructed.Orange Phone Icon on Apple WatchThe orange phone icon on your Apple Watch Dexcom app means your watch is temporarily not receiving data directly from the sensor and is instead relying on your iPhone for updates. Keep your phone nearby and ensure both devices have Bluetooth and internet enabled. The icon will disappear when direct communication is restored.If you experience any of the issues above and this guide does not help you to resolve the issue please contact our technical support team for further help.*Fill in our online form https://dexcom-intl.custhelp.com/app/support_request or call UK- 0800 031 5763 / Ireland 1800827603

Question 9

Dexcom System Components

Accepted Answer

All Dexcom systems have components specific to that system. Receivers, sensors and transmitters for one Dexcom system will not be compatible with another Dexcom systemDexcom ONE and Dexcom G6The Dexcom ONE and Dexcom G6 Continuous Glucose Monitoring (CGM) System are made up of three main parts:Sensor• A small, disposable device worn on the surface of the skin. Dexcom G6 and Dexcom ONE are approved for wear on the back of the upper arm and in the abdomen, and for ages 2-17 it can also be worn in the upper buttocks • The single use applicator inserts a tiny flexible wire just beneath the skin • The sensor is held securly in place by a pre-attached adhesive patch that sticks to the skin on insertion • Continuously measures glucose levels in the interstitial fluid for up to 10 days.

Question 10

Can I Change My Sensor Early?

Accepted Answer

Can I change my sensor before the scheduled end of the session?Yes, you can end your sensor session early and start a new one at any time. All Dexcom CGM systems allow you to manually stop your current sensor session before the full wear period is complete.How do I end my sensor session early?Click the links below for product specific instructions on how to remove your sensor session early.Dexcom G7, Dexcom ONE and Dexcom ONE+Dexcom G6What happens if I end my session early?You will stop receiving glucose readings and alerts until you start a new sensor session.You must insert a new sensor to resume monitoring.You cannot restart a session on a used sensor.You may not get the full wear time from your sensor if you end it early.If you end your session early, you will need a new sensor to continue monitoring.How do I remove the sensor?After your sensor session ends, peel off the patch like a bandage.To make it easier and to avoid irritating your skin, try these tips:Loosen edge and soak patch in body oil, like baby oil or an adhesive remover for skin (see product instructions before using).Use adhesive removal wipes for skin, rubbing exposed skin as you peel back the patch.Try different pulling techniques:Pull off the patch slowly, folding it over itself, in the same direction of hair growth.Stretch loosened edge and push your fingers under the patch to pull it off skin.Important NotesFor all Dexcom systems, you can only have one active sensor session at a time.Do not reuse sensor codes or attempt to restart a used sensor.If you experience discomfort, adhesive issues, or sensor errors, early replacement is recommended.

Question 11

Can I see my glucose values on my smart watch

Accepted Answer

Depending on what phone and smart watch you have will depend on whether you can see your glucose readings on your watch and whether they go directly to your watch or via your phone.We have two watch modesStandard smartwatch mode‡Direct to Watch mode§Standard smart watch modeAll Dexcom CGM can use standard smart watch mode. If using standard smartwatch mode, the smart watch copies the information from the phone. It does not get the information from the sensor. In this mode there is no direct communication between the sensor and the Smart watchSetup and availability for this will depend on which phone and watch you have.To view a list of compatible Apple Watches, click here.deleteFor Android compatibility please refer to watch manufacturer.Direct to Watch ModeDirect to Watch connects the Dexcom G7 sensor directly to your Apple Watch* using Bluetooth. When Direct to Watch is active, your sensor sends CGM data directly to your watch at the same time as it sends it to your phone, so you don’t need your phone† to see your glucose numbers. You will still need your Apple Phone to perform initial setup of each sensor.Direct to watch supports both types of Apple watch (GPS and Cellular)GPS only - Does not upload to Dexcom ClarityCellular and GPS – Supports upload to Dexcom ClarityTo view a list of compatible Apple Watches, visit this FAQ: HEREdeleteDirect to watch - ActivationDirect to watch sessions can only be started and stopped on the G7 mobile app, so the watch will need to connect directly to the phone in order to perform this part of the process.To begin activation, you need to go to the Connections tab within the G7 app:Tap on Direct to WatchCompatibility check will be performedIf the device passes the requirements check, you can then tap on "Get Started" to proceed.Direct to watch - OnboardingOnce you have tapped on "Get Started" you will be taken through several onboarding screens on your phone.Video of how Direct to Watch worksWarning to keep the app runningWarning that Share is not available on WatchPairing (first the phone then watch automatically within 5 minutes)Feature Active - confirms that Direct to Watch is active. You can now start pairingDirect to watch - First PairingOnce you have gone through the onboarding screens, you will move to pairing. Your Watch will begin to search for the sensor.Pairing Prompt – You must confirm this, if you fail to do this a new prompt will pop up in 5minsPairing Confirmation appearsTrend Graph Guidance is givenMain Screen becomes activeFor subsequent sessions, the sensor will attempt to connect to the watch automatically. You will need to accept the pairing request on the watch each time, but you do not need to go through the whole setup process again.Direct to watch – Replacing sensorWhen current sensor session has finished, you will need to start a new one from your phone. Here are steps that you will need to perform:Tap start new sensor in the G7 app and start pairingDirect to Watch card appears on your Glucose view explaining that the Watch is waiting for the phone to pair firstYour Phone will get an Apple Bluetooth pairing request prompt that you must acknowledgeOnce your phone is paired, your watch will try to pair with the sensor (they do not pair simultaneously)Your watch will get an Apple Bluetooth pairing request prompt that you must acknowledgeOnce paired, both devices will show a warmup time remaining countdown. At this stage, you can leave your phone and complete the countdown whilst using the watch only. If out of range, the phone will display "Signal Loss".Smart devices sold separately. For a list of compatible devices, visit dexcom.com/compatibility.deleteWhat G7 features can I view on my Apple Watch when in Direct to Watch Mode?You’ll see your current glucose reading, trend arrow, trend graph, and alerts. Tap the trend graph to see your sensor readings over the past 1, 3, or 6 hours.Will I get readings to my watch whilst I am swimming?If you are in water, you may or may not get readings to your watch. Bluetooth transmission range is less. ||Can I use Direct to watch and still connect to my insulin pump (AID system)Yes, Dexcom G7 can display glucose on multiple devices at the same time including watch and AID system. However, this may depend on the functionality of your insulin pump as some need the phone to be in automated mode.Will my Apple Watch* share glucose data with Health Apps like Sugarmate or Happy Bob?No, Direct to Watch can’t share real-time glucose data to Health App partners like Sugarmate or Happy Bob. When you are back with your phone* your glucose data will be backfilled to the partner app.Direct to watch -TipsSee an orange phone icon: Keep your phone nearby. When you see the orange phone icon beside your sensor reading, Direct to Watch mode is temporarily not working. Your smartwatch isn’t getting information from the sensor. Instead, it's copying from your phone, so you need to keep your phone nearby. When the phone icon disappears, Direct to Watch mode is working. Your smartwatch is getting information from your sensor, so you don't have to keep your phone nearby to receive glucose readings.Open watch app while changing settings: The watch app copies settings from your phone app. Whenever you change your CGM settings on your phone app, open and display the app on your smartwatch while your phone is nearby to ensure settings are copied to the smartwatch.Allow notifications in Focus mode: Manage your phone settings to allow Dexcom notifications while your phone is in focus mode.Switching smartwatches: Your CGM only lets you pair your sensor with one smartwatch.Mirror iPhone Alerts from the G7 phone app: Keep this feature on in the watch app on your phone. If you turn it off, you won't get alerts on your watch in either Standard Smartwatch mode or in Direct to Watch mode.

Question 12

Recommended Android Phone Settings for Dexcom Apps

Accepted Answer

Question 13

Smart watch compatibility – Everything you need to know

Accepted Answer

Can my Smartwatch* be used with Dexcom product apps?When the Dexcom Product app is running on your phone†, the watch app is automatically installed on the smart watch if the Dexcom product supports this and the smart watch is running a compatible WatchOS (Apple) or WearOS (Android)Check Compatibility for your specific Dexcom ProductSome popular smart watches / fitness trackers are not compatible with Dexcom as they run a proprietary operating system therefore always check compatibility on the link above.If you need help identifying your Apple Watch model visit Apple Support.We have two watch modes.Classic WatchIf using classic watch mode, you can view your current glucose trend in real time, plus your smartwatch will display trend arrows to give you a deeper understanding of the speed and direction of your glucose levels. In Classic watch mode your smart watch will only show the above information if your smart phone is in range of your sensor.Direct to WatchDirect to watch‡ is only available on an Apple watch and with the Dexcom G7. To use direct to watch you must have a compatible iPhone (to enable setup) and a compatible Apple watch running WatchOS 10 or later.Direct to watch offers all the benefits of the Classic watch*, however once each sensor is set up, Direct to Watch means you can view real time data on your Apple watch even when your apple phone is not in range of your sensor. This is because the Sensor sends the data directly to you Apple Watch* via Bluetooth.Can I get Dexcom Follow on my smartwatch?Dexcom Follow§ is only available on an Apple watch running WatchOS 6 or later*.A watch complication has been added that allows users to open Dexcom Follow directly from the watch face. Shared glucose data is displayed continuously, so followers can see their loved one’s glucose data right from their wrist.To enable Dexcom Follow on your Apple Watch*:Ensure you have the Dexcom Follow app downloaded to your compatible Apple watch*Ensure your watch is charged and turned onFollow the instructions for installing a watch app hereTo change to a different watch face complication , follow the instructions hereCan my smart watch share glucose data with Health Apps like Sugarmate or Happy Bob?No, whilst some partner apps can show data on a compatible smart watch this is sharing via their 3rd party app. Classic watch mode and Direct to Watch can’t share real-time glucose data to Health App partners like Sugarmate or Happy Bob. When you are back with your phone* your glucose data will be backfilled to the partner app. * Smart device sold separately. To view a full list of compatible devices, please visit Dexcom Compatibility*Simultaneous use of a compatible smartphone is required to receive readings on compatible smartwatch. † Smart devices sold separately. For a list of compatible devices, visit dexcom.com/compatibility ‡ Compatible smartphone is required to pair a new Dexcom G7 sensor with a compatible Apple Watch. To use Share/Follow the smartphone must be within 10 meters of the Dexcom G7. § Separate Follow app and internet connection required.

Question 14

Can I Get My Dexcom Sensor Wet? (Showering, Bathing, and Swimming)

Accepted Answer

Dexcom G7 and D1+ CGM systems are water-proof for up to 24 hours and can be worn while bathing, showering and swimming1,2 and have been tested to a depth of up to 2.4 metres (8 feet) for a duration of up to 24 hours*.The receiver if you have one should always be kept dry.Key points:Swimming and Water Activities:If you are swimming, keep your display device (phone or receiver) closer than normal to the sensor for best results, as Bluetooth signals do not travel well through water.You may not receive real-time readings or alerts while your device is out of range or underwater, but your Dexcom device will continue to collect data and transmit it when you are back in range.Saunas and steam rooms may exceed the maximum operational temperature (42oC) and humidity (90%). Regular exposure to heat may also reduce the effectiveness of the adhesive.Patch Care:For best adhesion, keep the patch dry and sweat-free for the first 12 hours after insertion.If the patch starts to peel, use an over patch or medical tape.After Water Exposure:Gently pat the patch dry after swimming or bathing.If exposed to sea / river water rinse with cold water and then pat dryIf the patch becomes loose, trim the edges and secure with medical tape or an over patch. Alternatively use a medical adhesive to stick the edges back down. See our Adhesion best practice FAQ.1 Dexcom G7 User Guide, 2024 2 Dexcom ONE+ User Guide, 2025 * Dexcom G7 and Dexcom D1+ sensor are waterproof up to a depth of 2.4m for 24 hours. Dexcom G6 and Dexcom ONE sensors and transmitters are water resistant and may be submerged under 2.4m of water for up to 24 hours without failure when properly installed.

Question 15

Dexcom Clarity Setup, Login Help & Updates

Accepted Answer

What is Dexcom Clarity?Dexcom Clarity is a software program that allows the transfer of glucose data from a Dexcom CGM system to Dexcom remote servers for data management to assist in the use of the Dexcom CGM system and to assist in healthcare services.1You can upload glucose data from a Dexcom CGM device and then view the data in easy-to-read graphs. You can view trends, statistics and day-by-day data and then email them to your healthcare professional - right from the Dexcom Clarity webpage.2Get reports on the web at https://clarity.dexcom.eu/ and on the go using the Dexcom Clarity app. Just log in with your Dexcom username and password (for more information on how to create a Dexcom account, please check How do I create a Dexcom user account?) When you also use the Dexcom CGM app, you automatically and continuously send your glucose data to your Dexcom Clarity account (internet connection required). If you only use the receiver, upload your data to Dexcom Clarity at clarity.dexcom.eu at least once every 6 months – but we would recommend more frequent uploads.With a sharing code provided by your clinic, you can authorise your clinic to have access to your data during visits or anytime you might need assistance.How do I access Dexcom Clarity?Dexcom Clarity is available as a web-based platform and a mobile app. You can access it by visiting https://clarity.dexcom.eu or by downloading the Dexcom Clarity app from the App Store or Google Play. Follow the on-screen instructions to set up your account and connect your Dexcom CGM system.Do I need a Dexcom account to access Dexcom Clarity?Yes, you need a Dexcom account to log in and use Dexcom Clarity. To be able to see your data in Dexcom Clarity you will need to use the same log in details as you use for your Dexcom CGM app.How do I log in to Dexcom Clarity?Go to https://clarity.dexcom.eu or open the Dexcom Clarity app. Enter your Dexcom username and password. If you have trouble logging in, double-check your credentials or use the “Forgot Password?” link to reset your password.How do I know when Dexcom Clarity Desktop and mobile app have been updated?Dexcom Clarity is regularly updated to improve performance and add new features . Updates to the web platform can happen automatically. For the mobile app, check the App Store or Google Play for available updates and install the latest version to ensure the best experience.What is the Clarity Card3 that I can see in my Dexcom CGM app?The Clarity card shows longer term data within the Dexcom CGM App. In the Clarity Card you can see your Average Glucose, Glucose Management Indicator (GMI) and Time in Range (TIR). You can look at the data over 3, 7, 14, 30 and 90 days.deleteSmart devices sold separately. For a list of compatible devices, visit dexcom.com/compatibilityIs there a delay in my data reaching Dexcom Clarity?Yes, there is around a three-hour delay in your data reaching Dexcom Clarity.What happens if I switch from one Dexcom device to another?If you switch from one Dexcom device to another, make sure you know your login details and login to your new device with the same details. If you do this then your data will seamlessly continue to upload to the same Dexcom Clarity account and transfer to your followers and healthcare professionals.What is Average Glucose?The average glucose is the average of all the glucose readings in the selected data range.What is GMI?Glucose Management Indicator (GMI) approximates the laboratory A1C level expected based on average glucose measured using continuous glucose monitoring (CGM) values. Average glucose is derived from at least 7 days of CGM data. The GMI may be similar to, higher than, or lower than the laboratory A1C. Differences between GMI and laboratory A1C may reflect differences among an individual's red blood cell lifespan, how glucose binds to haemoglobin, or due to a recent fluctuation in glucose control.What is TIR?Time in Range (TIR) is the amount of time your body’s glucose is within a target range. For most people with diabetes the target range is between 3.9 and 10mmols/L. On the Clarity card you want to see more time in the green and less time in the red.Default …….3.9 – 10mmols/LVery High ….Above 13.9mmols/LVery Low…. Below 3.0mmols/LdeleteWhy am I not seeing data in Dexcom Clarity or in my third-party application?To receive and see your Dexcom CGM data in Dexcom Clarity and your third-party apps and devices (e.g. Glooko app), please ensure the following settings:You have consented to share your data with Dexcom during or after account set-up and consented to sharing with compatible connected applications or devices.You have authorised Dexcom Clarity and/or the third-party application to receive your Dexcom CGM data.You have an active Internet or Wi-Fi connection on your phone.Why do I see “username or password are incorrect” when I try to log in?This message means the username or password you entered does not match your Dexcom account. Make sure you’re using the correct login details. If you’ve forgotten your password, use the “Forgot Password?” link to reset it. If you continue to have trouble, contact Dexcom Technical Support.Can I use any cable to upload my Dexcom Receiver?The green cable supplied with your Receiver both charges and uploads data. We recommend that you always use the cable supplied. Not all charger cables facilitate data transfer.How do I learn to interpret my trends and graphsFor more information and educational resources on Dexcom Clarity and how to read your data, Click here https://www.dexcom.com/en-GB/dexcom-g7-understand-your-diabetes-trends.

Question 16

Travelling with Dexcom CGM Systems

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Travel could mean flying to a different country or it could be a road trip to the next town.No matter how you are travelling, if you live with diabetes, planning is essential.Planning for travel means adding a few extra diabetes supplies to your packing list. It may also mean doing your research on your destination and making some adjustments to your routine.Ensure if you are going to be away from home for any length of time (even a day out) that you take at least one spare sensor. If you are going to be away for longer, then we would suggest you take double the number of sensors that you would normally need for the period, you will be away.If you use Dexcom G6 or Dexcom ONE and your transmitter is nearing the end of its 3-month battery life, ensure you pack a spare transmitter. Ensure that you also have a copy of your transmitter serial number in case you need to repair with a new display device.Make sure you remember your receiver or mobile phone* charging cables and international power adapters.Keep all CGM supplies in your carry-on luggage. Extreme temperatures in the cargo hold or lost checked bags can compromise your therapy. Contact your airline to see if you are allowed a medical hand baggage. Most airlines allow this.If you live in the UK and your delivery is due during your holiday or just after contact UK Customer services on 0800 031 5761 or log in to your Dexcom account to see whether you can bring your order forward.If you live in Ireland and are receive your Dexcom on prescription. Speak to your GP/ Pharmacist to see if your next month's supplies can be prescribed early. If you are self-funding your Dexcom system in Ireland Please call – 180 0 827602.For more general advice on making travel easier if you live with diabetes, take a look at our travel blog.Considerations when driving with your Dexcom CGM SystemIf you are using your CGM to check your glucose levels whilst driving it is important to know what is legal but also what is safe.In the UK it is illegal to hold or touch your mobile phone* screen whilst the car engine is running. You can however use devices with hands-free access. 1 If you need to hold or touch your phone, pull over to a safe space, stop the engine and then check your CGM readings.2In Ireland it is also illegal to hold or touch your mobile phone*. Using a hands-free device is not illegal, but using a mobile phone can briefly distract you and reduce your concentration, putting other road users at risk. As a result, you may be prosecuted for dangerous or careless driving, or for driving without due care and attention. This could lead to penalty points being added to your licence or even losing it.3Flying with your Dexcom CGM SystemsWhether you're flying domestically or internationally, Dexcom CGM systems are designed to support safe and effective diabetes management while travelling. Here's what you need to know:Airport Security ScreeningGeneral GuidanceYou can take spare CGM components in your hand luggage along with insulin and needles and other essential medication. Please review the Gov.UK websites4 for the most up to date information. As of now, essential medicines and medical equipment are allowed, but you will need supporting documentation from a medical professional.You can take an extra piece of hand luggage if you have a condition which means you need to take essential medical supplies. It may be necessary to prebook your medical hand luggage – check with your airline.You can wear your Dexcom sensor whilst going through the walk-through metal detectors.You may request hand-wanding, a full-body pat-down, or visual inspection as alternatives to going through the metal detector although this is not necessary.Dexcom components should not be subjected to X-ray, therefore no parts of the Dexcom should go through a baggage scanner if it uses X-ray technology. If you are requested to remove liquids and technology from your hand luggage, then it is likely that X ray is being used. If X-ray is being used, then ask for a manual inspection. If you do not have to remove these items, then CT technology may be being used. See below for product specific guidelines for CT technologyDexcom G6 and Dexcom ONE Specific Notes:Dexcom G6 and Dexcom ONE components have not been tested with all AIT scanner types. AIT scanners use CT scanning technology. These are the scanners where you must stand in them with your legs apart and arms either up or out to your side. A hand wand or pat-down is recommended over full-body scanners.Inform security staff that the sensor is inserted under the skin and cannot be removed.Carry medical documentation (e.g. a letter from your doctor) to support your use of a CGM device.Dexcom G7 / Dexcom ONE+ Specific Notes:G7 and Dexcom ONE+ sensors are confirmed safe for use with AIT scanners and walk-through metal detectors.Using Dexcom on Flights:Smartphone users: Switch your phone to airplane mode, then manually turn Bluetooth back on to continue receiving sensor data.Your data will not transfer to followers whilst you are in flight mode. Make sure your followers know that you are on a flight.Receiver users: Keep the receiver powered on during the flight.Always follow airline crew instructions and check with your airline for device policies.App Usage AbroadAll apps can be used abroad however it is important to ensure the following before you travel.You have updated to the newest version of the product app*.You are logged in to your account on the app before leaving your home country.Make sure you know your username and password and keep a note of this.If you do not do all the above before leaving your home country, you will be unable to reinstall the app whilst abroad if needed.If You Encounter Issues whilst travelling, call your home country technical support:Before uninstalling or reinstalling the app, check your local Dexcom website or contact Dexcom Technical Support for help.Most issues can be resolved without reinstalling the app*.* Smart devices sold separately. For a list of compatible devices, visit dexcom.com/compatibility1 Using a phone, sat nav or other device when driving. Gov.uk. Accessed April, 2026. https://www.gov.uk/using-mobile-phones-when-driving-the-law2 Driver & Vehicle Licensing Agency: A guide to insulin treated diabetes and driving. 2025. 1-5.3 Road Safety Authority: Mobile phones and Driving. 2015. 1-2.4 Hand Luggage restrictions at UK airports: Medicine, Medical Equipment and Dietary requirements. Gov.uk. Accessed April, 2026. https://www.gov.uk/hand-luggage-restrictions/essential-medicines-and-medical-equipment.

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