How to Get a Stelo Replacement (Levels members only)
If you are having an issue with your Stelo biosensor, Levels Support can help troubleshoot and determine whether you qualify for a replacement.
Switched phones while a sensor was already active
If you changed phones while your current Stelo biosensor was already inserted and paired to your old phone, the sensor cannot be re-paired to the new phone, even with the correct code from the applicator. This is expected, not a sign of a defective sensor, and there is no troubleshooting that will fix it.
Contact Levels Support and we'll send a replacement sensor as a courtesy. You don't need an error code or serial number for this case, just let us know the date you switched phones.
Before you contact support
To help us move quickly, please include:
- The email address or phone number used for your Stelo account
- The date the issue happened
- A short description of what you are seeing (include screenshots if possible)
- Any error code shown in the Stelo app (include the exact code)
- The biosensor serial number, if available
How to request a replacement
- Contact Levels Support
- Email us at support@levels.com.
- Share the details above
- If anything is missing, our team may follow up with a few questions.
- We will confirm next steps
- If a replacement is approved, we will place the replacement order through Levels.
Shipping issues (lost, damaged, or missing items)
If your issue is related to shipping, please include:
- Your order number (if you have it)
- Your shipping address (confirm if it is correct)
- Photos of the package, if it arrived damaged
If Dexcom needs the biosensor returned (RGA)
In some cases, Dexcom requires that the biosensor be returned for investigation.
If this applies to your case, Levels Support will send you a return kit and instructions.
Medical attention or serious injury
If you needed medical attention (urgent care, ER visit, hospitalization) or experienced a serious reaction, tell Levels Support right away so we can route your request appropriately.