If you see Unable to Activate Tag while trying to activate your CGM device, it is possible that the tag is already active but there is a lag in this information populating to your device.
Try scanning the sensor by pressing the white on green + button on the bottom center of the dashboard and selecting Scan from the menu. If the scan succeeds, then the sensor is already active.
If the scan was not successful, make sure when you are trying to activate the sensor that you are bringing the area of your phone where the NFC is located directly to the sensor.
Please note: You have to wait 1 hour after activation to be able to have data start populating in the app.
If the sensor continues to give you trouble while activating, then you will need to follow the troubleshooting steps which are slightly different for iPhone and Android devices.
Difficulty scanning with Android
If the problem persists after troubleshooting, please reach out to our customer support team via the in-app chat function available in Messages under the Main Menu so that we can assess what is going on and find a solution for your issue.