Dexcom G6 “---" (Three Dashes) or Hourglass for 3+ Hours Service Request

Please read carefully before proceeding to the form

Only use this form if you are using a t:slim X2™ insulin pump from Tandem Diabetes Care and your pump has displayed the “---” (three dashes) or Hourglass icon in the CGM status box for longer than three hours. CGM readings are unknown. If your pump is not currently displaying “---” or the Hourglass icon, please see below for help with other CGM issues, or visit our Contact Us page.

Need help with your Dexcom CGM?


Who to Contact

CGM Applicator

Tandem For


Dexcom For

  • Physical Damage (e.g., Broken Needle, Cannula or Needle Retraction Issues, etc.)

  • Deployment Issue

  • Painful Insertion

CGM Transmitter

Tandem For

  • Pairing Failure (Alert 29)

  • Signal Loss (Between Transmitter and Pump)

Dexcom For

  • Physical Damage

  • Transmitter Latch Issues

  • Difficulty Inserting or Removing Transmitter

  • Low Transmitter Battery Alert

  • Transmitter Failed Error

  • Overheating or Shocking

CGM Sensor

Tandem For

  • Inaccurate CGM Values

  • Pump Will Not Accept Calibration Values or Other Calibration Errors

  • Early Sensor Expiration

  • Sensor Failure After Two-Hour Warmup

  • Pump Displays "---" (Three Dashes)

  • Pump Displays “No Readings”

  • Pump Displays “Sensor Error”

  • Pump Displays “Wait up to 3hrs”

  • Pump Displays Hourglass for More Than One Hour

Dexcom For

  • Physical Damage (e.g., Broken, Detached, Missing Sensor Wire, etc.)

  • Poor or missing adhesive

  • No Initial Calibration

  • Sensor Failure During Two-Hour Warmup

  • New Sensor Inserted, but Displays “No Restarts” (Alert 25)

  • Bruising, Bleeding, Skin Reactions or other Discomfort

Did you know that Dexcom offers free overpatches to provide extra protection and durability for their CGM sensors? You can order these overpatches here: Overlay Patch Form.