What should I do if I'm receiving sensor errors, or my sensor fails?

Signos members may be eligible to receive a sensor replacement if their sensor experiences certain product failures after troubleshooting and validation. Not all situations qualify. 

IMPORTANT: If you are having trouble pairing your sensor, lose signal, or you have concerns about accuracy, please contact Signos support first for troubleshooting. If you end a sensor session early, and the applicable support team cannot confirm the issue you are reporting, your sensor may not be eligible for replacement. 

Requesting a replacement sensor:

All replacement investigations are handled by Stelo’s support team through their virtual assistant, (SteloBot).

1. Go to stelo.com and log in to your Stelo account.
   1. Not sure of your login? No problem—click “Forgot password” to reset it.
2. Once you're in, update your profile and shipping address under Dashboard → Addresses and check the Primary address box to ensure deliver. 
3. Click the chatbot icon (bottom right) corner to open SteloBot.
4. Select “Report an Issue” > “Report Device Issue” and follow the prompts.

To expedite the replacement request process, please have these details ready: 

• Serial Number: The 12-digit serial number (starting with [21]) found on the sensor applicator. If you do not have this number, please contact Signos support, and they may be able to provide it to you.
• Insertion Date: The data that you inserted the affected sensor, as well as the date the issue occurred. If you have not yet paired a new sensor, you can pull this info from the CGM screen within your Signos app.
• Choose Best Applicable Option: After you have clicked "Report Device Issue," you will be asked to choose from one of five options:

Please select the one that best applies. If you are unsure which category to select, you can contact Signos support, or a Stelo support agent via their website chat. 

• Once you submit your claim to Stelo, you will receive an email confirmation with a case number. Most requests are solved in under 24 hours.

If Stelo denies your claim for a replacement sensor, please forward the denial email to support@signos.com with a brief description of the issue. Our support team will review your account and determine if an exception can be made.