If you have not received any CGM readings after connecting to your Dexcom account, please try the following steps:

On the CGM wearer’s phone

  1. Open the Dexcom G6 App

  2. Tap Settings

  3. Tap Account

  4. Confirm that the Username on that page matches the one that you used to connect Sugarmate to Dexcom

  5. If the Username is different, open the Sugarmate app

    1. Tap the ≡ button in the top left corner of the screen

    2. Tap Settings

    3. Tap Data Source

    4. Remove your existing data source

    5. Add a new data source, connect your Dexcom account, and log in with the Username from Step 4.

Check Dexcom’s Server Status

The Sugarmate app can’t update CGM readings if you’re using a Dexcom data source and their Dexcom Share servers are down. To verify things are working, first go Dexcom’s status page and make sure that the Follow App section is green. If servers are up, you can also confirm that readings are being uploaded properly by following these steps:

On the CGM wearer’s phone

  1. Open the Dexcom G6 app

  2. Tap the Share button at the top of the screen

G6 Share button

G6 Share button

G6 Share button

3. Verify that the Sharing status is On and the connection is green, like in the image below

Check your Data Source

In the iOS or Android app

  1. Open the Sugarmate app

  2. Tap the ≡ button in the top left corner of the screen

  3. Tap Settings

  4. Tap Data Source

  5. If you don’t have a valid data source, tap Add a Data Source and follow the steps

On the website

  1. Go to the Sugarmate website and log in.

  2. Tap the ≡ button in the top left corner of the screen

  3. Tap Settings

  4. Scroll down to the Data Source section

  5. If you don’t have a valid data source, tap Add a Data Source and follow the steps

Check the Dexcom app

On the CGM wearer’s phone

  1. Open the Dexcom G6 app

  2. Tap the Share button at the top of the screen

G6 Share button

G6 Share button

G6 Share button

3. Turn the Sharing button off (if it is on)

4. Restart your phone.

5. Turn Sharing button on.

6. Wait 5-10 minutes for the Sugarmate app to update

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