How to Request a Replacement Sensor


This article provides an overview of things to consider before replacing your sensor, and how to request a replacement sensor if needed.

Before requesting a replacement, please consider this information below:

  1. Error messages: Some sensors take up to 12 hours to calibrate, and will sometimes show an error message during this time (see more info on this here). If this message, or another type of error message persists after 12 hours, it is likely that you have a faulty sensor and will need to request a replacement.
  2. Sensor accuracy (finger prick vs CGM): 
    1. If you use Freestyle Libre sensor: It is common for people to compare their finger prick against their CGM and find the readings to be different. We encourage you to read through this article for more information on the differences between the two: Sensor Accuracy - CGM vs Finger Prick Glucometer.
    2. If you use the Dexcom G6 sensor: please review the following article for more information on Dexcom accuracy and calibration: How to Test the Accuracy of your Dexcom G6
    3. If you use the Dexcom G7 sensor, please review the following article for more information on accuracy and calibration: Accuracy and How to Manually Calibrate your Dexcom G7
  3. Extreme high or low readings: It can take up to 48 hours for your sensor to properly adjust, and many people experience abnormally high or low readings during this time (see more info on this here). Readings typically become more accurate after 2+ days, but if your readings seem to be inaccurate after 2+ days, you may have a faulty sensor and should request a replacement. 
  4. Difference between sensors: It's common for people to switch sensors and notice that the values are different. I know that this can be disconcerting, but the key thing to know is that variations in readings will occur and this is expected. Since all readings fall within an error margin, two sensors might read ~15% differently. We find that focusing on the trends in glucose values before and after meals is the most valuable way to use CGM even if baseline readings are slightly different. Levels' Zone Score algorithm only weighs the change between pre- and post-meal glucose and glucose variability, rather than the absolute numbers at the beginning or end. The absolute numbers are factored into the Metabolic Score, but the relative glucose changes are most heavily weighted.
  5. CGM falls off or comes loose: If your sensor becomes partially or fully dislodged from its original place, don't attempt to push it back in. Levels will be happy to send you a replacement

How to request a replacement CGM:

Please reach out to to confirm your shipping address and send any applicable screenshots of error codes. Our team will be happy to help out!

Further reading:
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