What do I do if I get a new phone?

Congratulations on your new phone purchase! The steps towards getting your Signos app set up, depends on the device that you are using. Choose the steps that most align with your phone transfer needs.

New iPhone Transfer with 1 Signos App

If you’re going through the Apple-led process of setting up your new iPhone with an iCloud Backup or Quick Start, there are a few things you’re going to need to do to ensure Signos is able to pair with your Dexcom G6 Transmitter on your new phone.

The largest issue our members face is caused by the fact that your existing iPhone will stay connected to your Dexcom G6 Transmitter even after your new phone has been activated and synchronized. As a result, your new phone will not be able to connect to the Transmitter and you’ll be stuck “Connecting” in Signos on your phone. 

During the Apple Backup process, Signos will automatically be re-installed on your new phone and you will likely be logged in and see your data when you open your app. You’re actually seeing data on your new phone from the Signos Cloud Servers coming from readings on your old phone.

Once your Apple Backup process is complete and your new phone has your apps synced, to get your Dexcom G6 Transmitter connected to your your new phone and working within the Signos app, follow these steps:

Old Phone Steps

1. Open the Signos app and go to Settings -> CGM -> Transmitter. Write down your Transmitter’s “SN” that starts with an “8”
2. Delete the Signos app from your phone
3. Turn off Bluetooth in Apple Settings -> Bluetooth. Note: it does not work to turn Bluetooth off from the swipe down menu at the top of your phone.
   1. Optionally: simply turn off your phone

New Phone Steps

1. Signos currently has an issue where Apple is not re-authorizing Bluetooth for use in the Signos app. Delete the Signos app and download again from the App Store
2. Launch the newly downloaded app and log in
3. During this process, you should see a Bluetooth permissions dialog to accept, please accept permissions
4. If you see Apple Health permissions, please accept them
5. If you see a “Primary Device” dialog, please make your new phone your primary device
6. Once you are logged into the Signos app, it is likely that we will spend 2-5 minutes synchronizing your existing data from the Signos Cloud. Please wait for this to complete
7. Go to Settings -> CGM -> Transmitter and pair your Dexcom G6 Transmitter with the code that you wrote down in Step 1 above
   1. This may be “Disconnect and Pair New” or “Pair Transmitter”
8. When prompted for a sensor code, if you’re using a new sensor, enter that code. If you’re using an existing sensor, please use code “9117”
9. You should see a brief “Connecting” message, followed by warm up that may only take a few seconds, and then you’ll see glucose readings
10. You’re all set!

One app user transitioning with an Android Device (Signos only)

Old Device

1. Open the Signos app and go to Settings -> CGM -> Transmitter. Write down your Transmitter’s “SN” that starts with an “8”
2. Delete the Signos app from your phone
3. Turn off Bluetooth in Settings -> Bluetooth. Note: it does not work to turn Bluetooth off from the swipe down menu at the top of your phone.
   1. Optionally: simply turn off your phone

New device

1. Download the Signos app
2. Log into the Signos app
3. Follow the in-app steps to enable Bluetooth and pair with the  Dexcom transmitter using the transmitter number you wrote down prior to switching. 
4. That’s it! Your ready to resume your Signos journey

Two app user (Dexcom + Signos)

Old Device

1. Uninstall the Signos and Dexcom apps
2. Turn off this old device (if you don't turn off the old device, you’ll need to turn off Bluetooth to prevent the transmitter from connecting to this device instead of your new one)

New device

3. Download the Signos and Dexcom apps
4. Log into the Signos app
5. Follow the in-app steps to set up your Dexcom and Signos apps to work together.
6. That’s it! Your ready to resume your Signos journey.