How to Get a Stelo Replacement

For all Stelo device issues, including biosensor errors, connectivity problems, and replacement requests, contact Stelo Support through their virtual assistant, SteloBot.

Step 1: Log in and confirm your address

Go to levels.link/stelo and log in to your Dexcom account.
Open the Addresses tab and confirm you have a current mailing address on file. Stelo requires this for replacements.

Step 2: Start a SteloBot chat

Click the SteloBot chat icon in the bottom right corner of the page.
Alternative access: Open the Stelo Help Center and select “Report an issue.”

Step 3: Describe your issue

SteloBot will guide you through reporting your problem in two ways:

Select from options: Choose the option that best matches your issue.
Type your issue: Enter details, including any error codes shown in the Stelo app.

Tip: If you see an error code, include the exact code. This can help SteloBot route you to the right support flow.

Step 4: Follow the prompts

After SteloBot identifies your issue, it will:

Provide information about the error
Prompt you to complete a product support request form
Send a confirmation email with your case ID

Step 5: Submit your request

Complete the support request form. This helps Stelo determine eligibility and document the issue.

After you submit, you’ll receive:

A case ID number
A confirmation email for follow-up

Important notes

Always log in: Use your Stelo app credentials when you start a SteloBot request.
Save your case ID: Keep it handy for follow-up.

Reminder: Dexcom handles all Stelo device support through SteloBot. Levels support can help point you in the right direction, but Dexcom must handle hardware issues.