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 website.

1. Go to account.stelo.com/support and log in to your Stelo account.
2. Click "Continue" under the section titled "Report Product Issue" and follow the prompts to submit your claim.
   1. If you would prefer to have an agent walk you through it, click the chat icon in the bottom right corner and select Connect with Live Agent when prompted. Agents are available Monday through Friday from 8 am - 5 pm PT. 

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.