As many members on this Forum may recall, I have been a strong supporter for the DexCom products and what I referred to as very strong and responsive Technical Services and Customer Care. My experience over recent days has brought me an entirely different picture of DexCom. The only positive I’ve drawn from my hours on the phone has been replacement of faulty sensors – four (4) sensors failed between June 29th and July 12, 2026; sensors were replaced without question.
My major issue was he DexCom G7 Mobile app stopped working on July 4th and during a 24 minute telephone “help Session” [occasionally interrupted by the Technician’s dog] I was told to change my password, which worked successfully. BUT, since that date, my account has been “Temporally Disabled, bla, bla”. The Tech told my to uninstall the app, turn off phone, wait 5 minutes and power on the phone, download the app and all would be fine - account still locked. NOTE, I continued to receive CGM readings on my t-Slim pump!!!
I waited a couple of day and then had another almost half hour session with a different Tech agent who followed the same script as the previous agent except she told me to try only once every 5 hours – account still shows locked whenever I try to log in with either phone number, Used ID, or email address even before I enter a password. Two days later, rather than calling Tech Support. Option #1, I tried option All Other #5. Read the same CYA script, was no more help than the previous two helpers and told me to stay away from the app for st least 5 days. When the fourth sensor failed on Monday I figured rather than call I would use the online service – tried logging on to dexcom.com – yep. I’m blocked. What I can log on to, with my new password, is DexCom Clarity with my 10+ year history up to noon on July 4, 2026 – YES it would be a federal law violation if I was refused access; and DexCom doesn’t want to try defending against another lawsuit – currently dealing with an attempted Class-Action matter and another by the Feds.
I don’t know who else has recently called DexCom; the phone is answered by a cherry male voice, not the usual robot, with “Hi, I’m Jake Leach, president of DexCom bla, bla …” saying that Dexcom is best and most helpful. NO LONGER MY BELIEF.
I hear you @Dennis and I know that pain of Dexcom support being a waste of time when their app has a problem. I’ve only known the useless dexcom support from the G6 days, count yourself lucky you got to experience support before it was outsourced to the lowest bidder.
Tip about signing in with the apps and clarity website. You can only use your dexcom username. Depending on when you signed up that “username” might be an email or a phone number or a name you made up. For me emails weren’t allowed when I signed up so my username is something unique that took me years to memorize. I’ve tried signing in with my email and phone number, doesn’t work.
Chris @spdif , I haven’t had any difficulty signing into Clarity since my account was locked - access protected by the original HIPA and strengthened by the updated HIPAA. My user name since G5 days has been my name portion, up to the @, of my 3 decade old HTML email address - very easy to remember.
This post worked miracles for me, within three hours of posting, my Dexcom account became unlocked - one of the four viewers must have been the Dexcom person who monitors this site. Now, I just need to figure how to merge the data collected by my two separate accounts; the only commonalities between the two accounts are my phone numbers.
I am really sorry to hear about the SNAFU with Dexcom. the sad truth is the “app support” is never the same as the hardware support and often time in my opinion, companies lose focus, contract out “app” development, tech, and support, and it becomes a disaster.
I don’t think you’ll ever get your data merged, I am hoping I am wrong …
You are correct @joe , my data collected under the two user names will never be merged and this shows clearly on Dexcom Clarity. One of the interesting points is that my access was silently restored and I would have never known if I hadn’t attempted, several times each day, logging on to “mydexcomaccount”; despite asking repeatedly that my innue ve elevated to supervisory level and that I get a written [email]response - the 4-day deadline I set for response was 28 hours before I posted on this Forum.
Interesting too, not one of the four Dexcom Representatives with whom I spent 2 phone-hours spoke the American language yet, in response to questions I posed, could read of an irrellivant prepared response.
I suppose that I should be thankful that my outage lasted only 11 days.