Frequently Asked Questions – Dexcom G6 / G7 (Continuous Glucose Monitoring)
Why does my child need the Dexcom system?
The Dexcom system will help manage your child’s Type 1 Diabetes. Dexcom collects information about your child’s blood sugar (blood glucose) levels so that you can see low or high readings. It also helps your child’s doctor know if the care plan is working.
How does the Dexcom system work?
Dexcom checks your child’s blood sugar (blood glucose) often. Your child will wear a sensor on their skin. The sensor will send blood sugar readings to several mobile apps on your (or your child’s) phone. The app will also send readings to the doctor’s office.
Note: the doctor and clinic are not checking the readings all the time. If you notice a reading that concerns you, call the clinic.
What should I do if I have a medical question?
Call your child’s clinic or doctor.
Which phone (mine or my child’s) should I put the apps on?
It’s best to put the Dexcom G6/G7 app and the Dexcom Clarity app on your child’s phone. This helps the apps communicate with each other and the sensor. Parents, school nurses, and other caregivers can use the Dexcom Follow app.
What is the difference between the 3 apps (G6/G7, Clarity, and Follow)?
Dexcom G6/G7 pairs with your child’s Dexcom sensor. Use the version (G6 or G7) that matches your child’s sensor.
Dexcom Clarity sends your child’s blood sugar readings to their doctor. Install this app on the same phone as the Dexcom G6 or G7.
Note: Your doctor may not monitor this data all the time. If you see a reading that concerns you, call the clinic.
Dexcom Follow shows you or other caregivers your child’s blood sugar readings. Install this app on each follower’s phone. Then you or your child can use the Dexcom G6 or G7 app to invite a follower.
Why isn’t the Dexcom G6/G7 app showing in my phone’s app store?
If the Dexcom app isn’t showing in your app store, your phone may not work with the Dexcom. Visit this link https://www.dexcom.com/compatibility.
Why can’t I put in my child’s date of birth?
Dexcom needs an adult’s information (age 18 or above) to create an account.
- Create a parent account using your information.
- Then create a dependent account for your child with their name and date of birth.
Why do I need to make 2 accounts?
Dexcom needs an adult’s information (age 18 or above) to create an account. Create an account with your information first. Then create your child’s dependent account.
My sensor isn’t pairing. What should I do?
Allow 10 minutes for pairing. If you still have trouble pairing:
- Try putting the sensor on again.
- Make sure your phone has a strong internet connection.
- Keep your phone close to the sensor (20 feet or less).
- If your screen freezes, close the app completely. Then re-open.
I can’t login to the Dexcom apps.
- Make sure you have the correct username and password for your child’s Dexcom account
- Next you can try “Forgot Username or Password?”
- If you still can’t login, call Dexcom Support at 1-888-738-3646
Why can’t my doctor see my child’s data?
- First make sure that you have installed the Dexcom Clarity app. It’s a different app than the Dexcom G6 or G7 app.
- Then, login to the Dexcom Clarity app with your child’s account. If you have logged in with your parent account, your child’s data won’t share.
- Next, make sure that you have shared with the doctor by entering the sharing code: cookchildrens
How many followers can I invite?
Your child can have up to 10 followers.
What if my child doesn’t have a smart phone?
You can use a Dexcom receiver. It displays and stores your child’s blood sugar from the sensor. It is not connected to the internet, so it cannot send data to your doctor. To share data:
- Go to the Dexcom Clarity website (https://clarity.dexcom.com/)
- Upload the data with a USB cable connected from the sensor to your computer.
What if my child’s phone doesn’t work with the Dexcom G6 or G7 apps?
You can use a Dexcom receiver. It displays and stores your child’s blood sugar from the sensor. It is not connected to the internet, so it cannot send data to your doctor. To share data:
- Go to the Dexcom Clarity website (https://clarity.dexcom.com/)
- Upload the data with a USB cable connected from the sensor to your computer.