Replacement Policy

Overview

This article provides details about Levels’ replacement policy, information to consider before attempting to replace your sensor, as well as how to request a replacement.

Replacement Policy

Levels offers free sensor replacements at our discretion. To expedite the replacement request process, please provide as many details about your request as you can. Not all cases warrant a sensor replacement and some requests may not qualify for a free replacement.

Before removing your sensor and/or requesting a replacement, please review the informational guidelines below.

Cases Where Replacements May Be Necessary

1. Persisting error messages in the Dexcom or Freestyle Libre app: If error messages persist for more than 12 hours or the app prompts you to remove your sensor, please take a screenshot of the message and contact us.
2. Persistent pain or discomfort: If any pain or discomfort following a CGM application lasts for more than a few hours, please contact us for support.
3. Sensor displacement: If a sensor becomes dislodged while wearing a Levels protective cover, please do not try to reapply your sensor as it cannot be reinserted. Please contact us and let us know.

Cases Where Replacements Are Typically Not Necessary

1. Error messages within the first 12 hours: 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 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 within the first 2 days: 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 can 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. Refusal to wear protective coverings: Levels provides performance covers to protect CGMs from day-to-day wear. If members choose not to wear the performance cover, your CGM may not stay securely adhered.
6. Replacements for CGMs received >6 months ago: Replacements will not be issued for CGMs shipped more than 6 months ago.

How to request a replacement CGM

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