What to Do When Your CGM Sensor Fails

Continuous glucose monitors (CGMs) are an incredible tool for people with diabetes — helping you see your glucose trends in real time and make informed decisions about your health. But like any technology, sensors can occasionally fail or stop working before their expected wear time.

If your sensor falls off, stops reading, or shows inaccurate data, here’s what to do next.

1. Identify the Issue

Start by checking:

• Is the sensor properly applied to your skin and connected to your reader or app?
• Have you restarted your phone or receiver recently?
• Is your app up to date and Bluetooth turned on?

If your sensor is clearly not working—even after troubleshooting—it’s time to reach out for help.

2. Contact the Manufacturer for a Replacement

For faulty or defective sensors, the manufacturer (Abbott or Dexcom) will send you a replacement at no cost. Byram does not replace failed sensors directly, as these are covered by the manufacturer’s warranty.

For Abbott Users (FreeStyle Libre)

• Phone: 1-855-632-8658 (available 7 days a week, 8AM–8PM ET, excluding holidays)
• Online: Visit FreeStyle Libre Support to report a product issue.

Be sure to have your sensor’s serial number ready and describe the problem (e.g., adhesive not sticking, no readings, error messages, etc.).

Note: Abbott may ask you to save the failed sensor until your replacement is approved. In some cases, you may be asked to mail it back for testing.

For Dexcom Users (G6 or G7)

• Phone: 1-844-607-8398 for 24/7 technical support
• Online: Submit a support request at dexcom.com/support or via the Dexcom mobile app.

You can also report an issue through your Dexcom app under “Report Sensor Issue.”

Note: Dexcom may also ask you to hold onto your failed sensor or transmitter for a short time after reporting the issue.

3. When to Contact Byram Healthcare

You should reach out to Byram Healthcare for:

• Reordering supplies via your mybyram account or by calling 1-877-902-9726
• Delivery or order issues, such as missing, delayed, or damaged shipments
• Insurance or eligibility questions, including coverage, copays, or documentation needs

If you’re unsure who to contact, start with Byram — we can help you determine whether your issue is manufacturer-related or order-related.

4. Helpful Tips to Prevent Future Issues

• Always clean and dry your skin before applying a new sensor.
• Avoid applying over lotions, scars, or areas prone to friction.
• Use approved adhesive patches or over-tapes to help keep your sensor secure.
• Check your manufacturer’s instructions before swimming, exercising, or showering.

5. We’re Here to Help

We understand how frustrating it can be when your sensor fails — especially when you rely on it daily. Our goal at Byram Healthcare is to make sure you have the supplies, support, and guidance you need to manage your diabetes confidently.

If you ever have questions, contact our team at escalate@byramhealthcare.com with your account details and a description of the issue. We’ll make sure it gets to the right place for resolution.

Disclaimer: This information is for general guidance and should not replace manufacturer instructions or medical advice. Please consult your device’s user manual or your healthcare provider for personalized support.