How do I report a faulty sensor or transmitter and request a replacement?
Answer
Contact the manufacturer's support directly rather than the pharmacy or retailer — replacements for failed sensors are handled by the maker. Have the lot or serial number, the date it was applied, and the exact error wording ready, as those are what a replacement request is assessed on.
Before you start: stop right away if…
- This covers reporting a fault and requesting a replacement only. For anything affecting your health or treatment, contact your clinician — not a general help article.
- Use only the manufacturer's official contact details. Fake support numbers for medical devices appear in search results and ask for payment or personal data.
- Do not discard the failed sensor or packaging until the request is resolved.
Follow these steps
Record the exact error
Note the wording shown and the date and time it appeared. Photograph the screen if you can.
You should see: You have a precise record to quote.
Find the lot or serial number
Check the sensor's packaging, the applicator, or the device details screen in the app.
You should see: You have the identifying number support will ask for.
Contact the manufacturer's support
Use the phone number or support form on the manufacturer's official website, not a third-party number from a search result.
You should see: You reach the maker's support team.
Ask specifically for a replacement
Explain the sensor failed before its expected wear time, give the numbers and dates, and ask what the replacement process is.
You should see: Support confirms whether a replacement will be sent and what else they need.
Keep a record of the case
Note the case or reference number and who you spoke to.
You should see: You can follow up without repeating everything.
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Extra tips
What to look for: The lot or serial number printed on the sensor packaging or shown in the app, and the exact wording and time of the error.
Before you change anything: Keep the failed sensor and its packaging until the request is settled — support sometimes asks for the numbers on it or asks you to return it.
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