Omnipod® 5 FAQs:
Troubleshooting

Users should check the compatibility of their Pods with their sensor. You can check compatibility by consulting the Pod box, in the top right-hand corner.

Try the following steps:

• Make sure the Dexcom G6 transmitter serial number you entered in the Omnipod 5 App on your Controller matches the number entered in your Dexcom G6 app and the number on your Transmitter. To do this, check the serial number on the Dexcom G6 app in the Menu under “Settings” then “CGM Transmitter”.
• Make sure the Dexcom G6 receiver is turned off. The Dexcom G6 receiver cannot be used as part of the Omnipod 5 System. You must use the Dexcom G6 app on a compatible smartphone as part of the system.
• Using the Omnipod 5 App on the Controller, go to the Menu then “Manage Sensor”. Delete the transmitter serial number then enter it again. This resets the communication between the sensor and the Pod. It may take up to 20 minutes for values to appear in the Omnipod 5 App.

Communication issues may occur after activating a new Pod, after switching to a new Dexcom G7 Sensor, or during normal system operation. This could be due to reasons such as Pod and sensor placement, use of the Dexcom receiver, or an incorrect Dexcom G7 pairing code and serial number entered in the App. Make sure you follow the instructions in the User Guide or contact Omnipod Customer Care at 1-855-POD-INFO (1-855-763-4636).

Select “Try Again” on your Omnipod 5 Controller to try to establish communication with the Pod. This may take a few tries. If this doesn’t work, restart your Controller. => Hold down the Power button for about 10 seconds, until you see “Power Off” and “Restart”. Select “Restart”. When the Controller restarts select “Try Again”, and it should regain communication with the Pod.

If the Omnipod 5 App has sent the instruction to the Pod and hasn't received confirmation that it was carried out, the Omnipod 5 App offers these options:

• CHECK STATUS: Move to a new location, then select this option to recheck for confirmation that the instruction was carried out.
• DEACTIVATE POD: This should not be your first choice. When you select this option, you can follow the instructions for replacing your Pod. If the Omnipod 5 App has not sent the instruction to the Pod, the Omnipod 5 App tells you to move to a new location and tap TRY AGAIN to reattempt communication. After you tap TRY AGAIN, if the next communication attempt fails, the Omnipod 5 App offers these options:
• CANCEL: Select this option to cancel sending the instruction. In this case, the Pod continues with its prior insulin delivery mode. You can try to send the instruction later.
• TRY AGAIN: Move to a new location, then select this option to tell the Omnipod 5 App to reattempt sending the instruction to the Pod.

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. Try not to override the suggestions given by the System.

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.

Talk to your healthcare provider about when to bolus for your meals. Delivering insulin 15-20 minutes before eating may help if you are experiencing high glucose levels after meals or snacks.

If you’ve tried this and glucose levels continue to be elevated, talk with your healthcare provider about adjusting your bolus 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. Other bolus settings include Target Glucose, Correction Factor, Duration of Insulin Action, and Reverse Correction.

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. 

If a communication error occurs during Pod activation, the following options become available:

• TRY AGAIN: Select this option to attempt to re-establish communication.
• DISCARD POD: This should not be your first choice. Select this option to stop attempting to use this Pod. 

If your Pods are deactivating unexpectedly, check your Pod shut-off setting to see if it’s toggled on. To check this, go to “Settings”, “Reminders”, “Pod Shut-Off” and confirm that it’s toggled off to prevent this from happening. 

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 this still does not resolve the issue, please contact Omnipod Customer Care at 1-855-POD-INFO (1-855-763-4636).