Having trouble activating your CGM device? Don't worry, we're here to help!
If you see the message "Unable to Activate Tag," it's possible that the tag is already active but your device hasn't updated yet. Simply press the green + button on the bottom center of the dashboard and select "Scan" from the menu. If the scan is successful, then the sensor is already active and you're good to go!
If the scan doesn't work, make sure you're holding the area of your phone with the NFC chip directly to the sensor. The scanning location for iPhones will be on the front top of the device, near the selfie camera. For androids it will be on the middle back of the device. And remember, it can take up to an hour after activation for data to start populating in the app.
If you're still having trouble, we've got your back. Check out our troubleshooting guides for iPhone and Android devices, which are slightly different:
Difficulty scanning with iPhone
Difficulty scanning with Android
And if you're still experiencing issues after troubleshooting, don't hesitate to reach out to our customer support team via the in-app chat function available in Messages under the Main Menu. We're here to assess the situation and find a solution for you!