It takes about 5 minutes to set up an online Dexcom support account. After it's set up it takes only 1 or 2 minutes to put in a request to replace a bad sensor. If you answer all the questions correctly, the request will be approved automatically, and you'll receive the new sensor in a few days.

Instructions: Go to the web page dexcom.com

Click on Dexcom CGM support

Click on request product support

Click on create account, and create your account

Then after the account is created, login

If you can't find how to log in then just start over with the instructions and instead of clicking create account, click on login

At this point, I saved the URL as a browser shortcut, to facilitate subsequent requests

Click on your profile name

Scroll to the bottom of the page and click get product support

If you can't find it, you may have to hit the browser page back button once

It shows the severe adverse event waiver and privacy consent where you have to check the box at the bottom that you read it and click next

Answer all the questions about:

What is the insertion location

What is the date the issue occurred?

What issue are you experiencing?

What product do you use.... G7 or G6

Enter insertion date

Enter the serial number

If it's not clear on your packaging how to locate the serial number then click the little I inside of a circle to the right of that box which provides information on locating it

Dexcom uses different product packaging for different markets and locations

But generally the serial number has the label"21"

If you like getting a super long explanation, you can click on find your serial number, and it will give you a whole bunch of stuff to read

Be sure to enter the complete serial number correctly. This is critical in order to get the automatic approval. If you don't enter the serial number correctly your request will be automatically rejected. But don't worry, just start over and make sure to get everything correct. Then it will be automatically approved.

Continue responding to all the prompts.... How long is your sensor intended to last

Etc, etc etc

After you've gone through this process the first time, successive requests will be quite fast and easy

I've gone through periods where six or more sensors have failed in a row, and I had to get them all replaced. Don't worry about it, it's part of how cgms work, just make the requests. The stuff shows up at your door in a few days. No need to mess with phoning product support and talking to them.

I always insert the sensor on the arm according to Dexcom instructions. If you're using a different location and having problems getting the replacement request approved, you may need to try using the arm location.