RESOLVED: Dexcom Data Sync Delay April 30, 2024

UPDATE: As of 5pm Pacific Standard time on May 1, 2024, Dexcom is reporting all Dexcom app functions restored.

We are still learning what steps, if any, our members will need to take to restore their Dexcom <> Levels connections. The resolution is usually one of the following two use cases. Please follow the below troubleshooting steps, in order, to restore your data connection.

1. First, please check your Dexcom G6 or G7 app to confirm data is actively coming into that app.
2. If data is coming into your Dexcom app, but not Levels, please try power cycling your phone (turning it fully off and the powering back on)
3. If you relaunch the Levels app and see updated data in your today page, your connection is restored.
4. If you do not see a glucose reading in the Levels app, tap on More → tap Devices.
5. Select 'manage' on the connected CGM, then 'sync now'
6. Then, wait about 15 minutes.
7. If you see data restored to your app, please try our pull to refresh feature to pull in any historical/missing data from today. If you do not see this data in your app, please reach out to support@levels.com and we can help backfill your data.

If you are not seeing a connected CGM in your devices menu, or the above steps do not resolve the data connection issue, we'll need to try resetting your Dexcom <> Levels connection. To reset the connection:

1. Please watch this video for directions to reconnect to Levels. 
2. You will be prompted to reconnect to Dexcom via levels.link/dexcom. 
3. Then, you will need to re-sign in to your Dexcom account via Levels using the device menu
4. Please check in your Dexcom app to doublecheck your user ID. You may have used an email address OR a mobile phone number. It will be important to toggle to 'signed in using a mobile number' if your connected Dexcom account is using your phone number as the user ID
5. Once you've logged in with your Dexcom credentials in the Levels app and your sensor is warmed up, you should see glucose data streaming through within about 10-15 minutes.
6. Please try our pull to refresh feature to pull in any historical/missing data from today. If you do not see this missing data flow into your app, please reach out to support@levels.com and we can help backfill your data.

We so appreciate your patience and understanding as we work with everyone to restore their data connections. If we can help further, please reach out to us at support@levels.com. We'll work our hardest to get back to everyone as soon as possible.