Omnipod® 5 FAQs:
Troubleshooting

Learn how to fix “No Pod Communication” message and beeping.

Learn how to resolve communication issues between the Omnipod 5 App and your Dexcom G6 Transmitter.

Learn what to do if you get a "Sensor Not Found" or "Missing Sensor Values" notice (Dexcom G7).

Learn what to do if I get a "Pod Not Compatible" message.

The new Omnipod® 5 Pods are compatible with both Dexcom G6 and G7 as noted on the upper right corner of the box. The original Omnipod 5 Pods are only compatible with Dexcom G6. For visual instructions on where to look on the packaging to see if you have the new Pods visit https://www.omnipod.com/current-podders/resources/omnipod-5/faqs/troubleshooting/pods-compatible-dexcom-g6-g7.

The original Omnipod® 5 Pods are compatible with Dexcom G6 only. Please see notation on the front of the package, upper right hand side. For visual instructions on where to look on the packaging to see if you have the new Pods visit https://www.omnipod.com/current-podders/resources/omnipod-5/faqs/troubleshooting/pods-compatible-dexcom-g6.

Learn how to deactivate the “Pod Shut-Off” feature.

Learn how to resolve the Omnipod 5 App error on your Controller or compatible smartphone.

The Omnipod 5 App is available for download on compatible smartphones and may be used to control the Omnipod 5 System. The Omnipod 5 App is compatible only with certain mobile devices and operating systems. Please check our compatibility guide at omnipod.com/compatibility for more information about device compatibility.

Before using the Omnipod 5 App on your compatible smartphone, you'll need to first sign in to the Omnipod 5 Controller with your Omnipod ID. If you do not have an Omnipod ID, you can go to omnipod.com/setup to create one. After you've established an Omnipod ID, walk through the sign-in steps on the Omnipod 5 Controller. This initial sign-in on the Controller will establish your account, and you can now sign in to the Omnipod 5 App on your compatible smartphone with the same Omnipod ID. This is a one-time process required before you can use the Omnipod 5 App on your compatible smartphone.

If you're wearing a Pod and need to switch devices, you'll need to deactivate it and activate a new one, since the Pod cannot communicate with two devices at one time. If possible, wait to switch between devices until a scheduled Pod change.

Please note: When switching from the Controller to a compatible smartphone, neither adaptivity from the algorithm nor any insulin delivery history or settings will transfer over. Before switching devices, it's recommended that you upload your most recent Omnipod 5 data to Glooko®. Please also write down your settings from the Omnipod 5 Controller to enter into the Omnipod 5 App on your compatible smartphone.

The Omnipod 5 App is available for download on compatible smartphones and may be used to control the Omnipod 5 System. The Omnipod 5 App is compatible only with certain mobile devices and operating systems. Please check our compatibility guide at omnipod.com/compatibility for more information about device compatibility.

If you're wearing a Pod and need to switch devices, you'll need to deactivate it and activate a new one, since the Pod cannot communicate with two devices at one time. If possible, wait to switch between devices until a scheduled Pod change.

Please note: When switching from the Controller to a compatible smartphone, neither adaptivity from the algorithm nor any insulin delivery history or settings will transfer over. Before switching devices, it's recommended that you upload your most recent Omnipod 5 data to Glooko. Please also write down your settings from the Omnipod 5 Controller to enter into the Omnipod 5 App on your compatible smartphone.

You will only be able to use either the provided Omnipod 5 Controller or the Omnipod 5 App on your compatible smartphone at a single time to control the Omnipod 5 System. If you decide later to use a different smartphone or go back to the Controller, neither adaptivity from the algorithm nor any insulin delivery history or settings will transfer over.

Before switching devices, it's recommended that you upload your most recent Omnipod 5 data to Glooko. Please also write down your settings from the Omnipod 5 App to enter into the new device.

If you're wearing a Pod, you'll need to deactivate it and activate a new one, since the Pod cannot communicate with two devices at one time. If possible, wait to switch between devices until a scheduled Pod change.

• If your Omnipod 5 Controller is charging slowly, make sure that you’re using the supplied charging cable and adapter. 
• If your Omnipod 5 Controller is not charging at all, and you’ve already confirmed that you’re using the supplied charging cable and adapter, we recommend inspecting the Controller’s charging port for debris before charging. If you see debris, use a canned compressed air (electronic duster) to clean it out. Never blow air into the charging port with your mouth or use hard, sharp objects to clean it.
• If that doesn’t work, or if you have misplaced the charging cable or adapter, please call 1-800-641-2049 for a replacement.

Omnipod StayConnected is a texting tool provided by Insulet to share helpful resources with new Podders. If you opt in to receive messages, you will be able to access tips for using your Omnipod 5 System along with quick links to some of our most frequently asked questions.

You may either submit a Product Support Request in PodderCentral®, or call us at 1-800-591-3455 for assistance. In some cases, you may be eligible for a replacement.

Visit the How to request a replacement FAQ to learn what information is required when reporting a Pod that did not last a full session.

While reviewing your account we have noticed that you may benefit from speaking to one of our product support specialists for additional troubleshooting due to the frequency of your issues. A member of our team will be in touch to assist you.

Click here to learn more about live agent Chat.

If you're an existing Omnipod® user, you can get instructions on how to find your Omnipod ID and reset your password by visiting https://www.omnipod.com/current-podders/resources/omnipod-5/faqs/troubleshooting/omnipod-id-reset-password.

If you're a new Omnipod® user, go to Omnipod.com/setup to create your Omnipod ID and password.

Even though the Omnipod 5 System is automating insulin delivery, there may still be times when you experience high or low glucose levels. If your glucose levels are higher than usual when starting Omnipod 5, remember these key practices:

• Bolus for all meals and snacks. If you miss bolusing for carbohydrates, Omnipod 5 will increase insulin delivery if it sees a rise in glucose levels, but it may take some time for it to bring glucose back toward your Target Glucose.
• Give correction boluses when needed. The SmartBolus Calculator suggests correction boluses if it determines that additional insulin (outside of the automated insulin delivery) is needed.

Giving meal and correction boluses when needed will help the System understand your total daily insulin needs and, in turn, update your Adaptive Basal Rate with each Pod change.

If you’ve tried this and glucose levels continue to be elevated, talk with your healthcare provider about adjusting your settings. For example, it's common to need changes to your Insulin-to-Carb ratio, generally a lowering of the ratio to receive more insulin before meals.

Note: Do not change your settings without adequate training and guidance from your healthcare provider. Initiating and adjusting settings incorrectly can result in over-delivery or under-delivery of insulin, which could lead to hypoglycemia and hyperglycemia. Always follow the advice of your healthcare provider and the User Guide provided with the Omnipod 5 System.

To learn more about managing glucose levels with Omnipod 5, we recommend listening to the Omnipod 5 Pro Tip Series Podcast hosted by Juicebox. We also recommend reading Managing Glucose Levels on Omnipod 5. Always consult with your healthcare provider before making treatment decisions about your diabetes. Insulet does not provide medical or treatment advice.