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

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

Learn how to link Glooko in PodderCentral.

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.

Yes, in some cases you may be eligible for a replacement. You may either use the online portal available in PodderCentral®, or you may call us at 1-800-591-3455 for assistance.

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.

Log in to PodderCentral using your Omnipod ID to access Chat. Once logged in, you'll find a chat window in the bottom right corner of the screen where you can start a chat session with a live agent. Please note, Chat hours are Monday through Friday 8AM to 6PM EST.

Chat is availabe for Product Support questions or concerns. You can discuss Pod troubleshooting, PDM/Controller troubleshooting, PodderCentral, Omnipod Setup portal navigation, and more. If you need billing or order help, have high or low glucose concerns, or need assistance with transferring settings from one device to another please call 1-800-591-3455 to speak with our experienced support team.

We're committed to providing top customer service while protecting your private health information. For this reason, our team members are working with you one on one. If your Chat ended and you need more time, please start a new Chat during Chat hours and we'd be happy to help you!

Chat hours are Monday through Friday 8AM to 6PM EST. If you're logged into PodderCentral during Chat hours and it shows agents are offline, it's likely that all agents are currently assisting customers. Chat status will switch once agents are available. If you aren't able to wait for an available agent, please call 1-800-591-3455 for assistance.

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.

Training is essential and must be completed before using the Omnipod 5 System.

To schedule your training, you must first complete the setup process at the Omnipod Setup Portal: omnipod.com/setup.

• Sign in with your existing Omnipod ID or create an Omnipod ID account. These same credentials are also used to sign in to your Omnipod 5 Controller.
• Link your data management account and connect your Omnipod 5 data to your doctor.
• Select your training format. The options available to you are based on your doctor’s recommendations:
  • If you’re currently using Omnipod + Dexcom G6 CGM: You may qualify for self-guided training (eLearning Modules only). Or your doctor may prefer to train you. If you have questions, please contact their office directly.
  • If self-guided training is not an option, select train with a Certified Pod Trainer.
• After completing these steps, all users are advised to log into PodderCentral® to complete the Omnipod 5 eLearning Modules.

Note: If you've scheduled training with a Certified Omnipod Trainer or are being trained by your healthcare provider’s office, you should complete the eLearning Modules prior to your appointment. This is part of your mandatory training. Please also work with your doctor to get your pump settings before starting the Omnipod 5 System.

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.

All users are advised to log into PodderCentral to complete the Omnipod 5 eLearning Modules. 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.