How to submit a support ticket to Stelo

For all Stelo device issues—including sensor errors, connectivity problems, or replacement requests—you'll need to contact Stelo Support through their virtual assistant, SteloBot. Here's how to get help:

Step 1: Log in and Confirm Address

• Navigate to levels.link/stelo and log into your Dexcom account.
• Navigate to the Addresses tab and ensure you have a current mailing address on file (required for any Stelo replacements) 

Step 2: Start a SteloBot Chat

• From here, look for the SteloBot chat icon in the bottom right corner of the page. Click on it to start your support session.
• Alternative access: You can also find SteloBot on the Stelo Help Center support page under "Report an Issue."

Step 3: Describe Your Issue

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

• Select from options: Choose radio buttons that match your specific issue
• Type your issue: Enter details about your problem, including any error codes you're seeing in your Stelo app
• 💡 Pro tip: If you're seeing an error code in your Stelo app, include that exact code when describing your issue—it helps SteloBot provide more targeted support.

Step 4: Complete the Support Process

Once SteloBot identifies your issue, it will:

• Provide helpful information about the error you're experiencing
• Present you with a product support request form to fill out
• Send you a confirmation email with your case ID for reference

Step 5: Submit Your Request

Fill out the support request form completely—this helps determine if you're eligible for a replacement and ensures proper documentation of your issue. Once you submit the form, you'll receive:

• A unique case ID number
• A confirmation email you can reference for follow-up

Important Notes

✅ Always log in: Make sure to log into your Stelo account using your app credentials when submitting a request through SteloBot—this ensures your request is processed correctly.

✅ Keep your case ID: Save the case ID number you receive for easy reference if you need to follow up on your support request.

Remember: All Stelo device support goes through Dexcom's SteloBot system. Our Levels support team can help guide you to the right place, but hardware issues need to be handled directly by Dexcom to ensure you get the fastest, most accurate support.

Still have questions? We're here to help. Just email us at support@levels.com and we'll get right back to you.