How to Get a Stelo Replacement

If you are having an issue with your Stelo biosensor, Levels Support can help troubleshoot and determine whether you qualify for a replacement.

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

1. Contact Levels Support
   • Email us at support@levels.com.
2. Share the details above
   • If anything is missing, our team may follow up with a few questions.
3. 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.