We are sorry to hear you are having some difficulties with your sensor!
If you believe your sensor is malfunctioning, please connect with NutriSense support directly through the in-app chat. The NutriSense support team will work with you to determine any possible malfunction through troubleshooting. We kindly ask that you please specify whether this is a new sensor or one that has already been activated.
To contact support, hit the green "+" from the dashboard screen. In the pop-up, select "Message" and select the button "Send us a message". This will connect you directly to our support team.
In the case of a hardware-related sensor malfunction, NutriSense will replace the continuous glucose monitor free of charge once deemed malfunctioning by the NutriSense team following one-on-one troubleshooting. If possible, we request that you please send a photo of any hardware-related issues. Sensors being replaced free of charge are required to be returned. The NutriSense support team will provide full details to do so.
Sensors that are damaged by the member, malfunction due to an application error, or are removed early will result in an $85.00 discounted replacement sensor offer. NutriSense requires that all members reach out to our support team to determine whether sensors are malfunctioning prior to removal. If we are unable to properly run troubleshooting steps prior to removal, we cannot offer a complimentary replacement sensor.
We strongly recommend taking advantage of the complimentary NutriSense bandages for added protection and following the step-by-step tutorial in How do I apply my CGM?
The NutriSense support team is here for our members to answer any questions on sensor application and suspected sensor malfunction. Please feel free to reach out directly through the in-app chat to reach our team.