Omnipod® 5 FAQs:
Troubleshooting

Select “Try Again” in your Omnipod 5 App to try to establish communication with the Pod. This may take a few tries. If this doesn’t work, restart your App.

• For the Omnipod 5 App on the 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.
• For the Omnipod 5 App on a compatible smartphone*: Restart your smartphone. When your phone restarts, open the Omnipod 5 App, select “Try Again” and it should regain communication with the Pod.

Please note, some users may see “Check Status” instead of “Try Again”. Follow these same instructions selecting “Check Status”.

If communication is not regained, select “Deactivate Pod”. This will prompt you to deactivate the Pod or bring you to a “Discard” screen. Remove the Pod and apply and activate a new Pod. If you’re not able to deactivate the Pod and can only select “Discard” you’ll need to remove the discarded Pod from the communication range of the CGM (approximately 30 feet) to allow the CGM to pair to the new Pod since it may still be paired to and communicating with the discarded Pod. Hold on to the original Pod and call Customer Care: 1-800-591-3455.

DO NOT apply a new Pod until you have removed the old Pod. A Pod that is not deactivated properly can continue to deliver insulin as programmed, putting you at risk of over-delivery of insulin, which can lead to hypoglycemia.

Make sure that there are no other Pods being activated, or that have been previously discarded, within 20 feet of the Omnipod 5 App on your Controller or compatible smartphone. Select “Try Again” in the Omnipod 5 App to try to establish communication with the Pod. This may take a few tries. If this doesn’t work, restart the App.

• For the Omnipod 5 App on the 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.
• For the Omnipod 5 App on a compatible smartphone: Restart your smartphone. When your phone restarts, open the Omnipod 5 App, select “Try Again” and it should regain communication with the Pod.

Please note, some users may see “Check Status” instead of “Try Again”. Follow these same instructions selecting “Check Status”.

If communication is not regained, select “Discard Pod”. Remove the Pod and apply and activate a new Pod. Since the other Pod may still be active, you’ll need to remove it from the communication range of the App (approximately 20 feet). Hold on to the original Pod and call Customer Care: 1-800-591-3455.

DO NOT apply a new Pod until you have removed the old Pod. A Pod that is not deactivated properly can continue to deliver insulin as programmed, putting you at risk of over-delivery of insulin, which can lead to hypoglycemia.

Try the following steps:

1. Make sure the Dexcom G6 transmitter serial number you entered in the Omnipod 5 App on your Controller or compatible smartphone* matches the number entered in your Dexcom G6 mobile 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”.
2. 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 mobile app on a compatible smartphone as part of the system.
3. Make sure the transmitter is not connected to a discarded Pod. To do this, remove any discarded Pods from the communication range of the Dexcom G6 (approximately 30 feet) to allow it to pair to the new Pod since it may still be paired to and communicating with the discarded Pod.
4. Wait approximately 15 minutes to allow communication to stop between the discarded Pod and CGM. Using the Omnipod 5 App on the Controller or compatible smartphone, go to the Menu then “Settings” then “CGM Transmitter”. Delete the transmitter serial number then enter it again. This resets the communication between the CGM and the Pod. It may take up to 20 minutes for values to appear in the Omnipod 5 App.

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 at https://www.omnipod.com/protips. 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.

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.

Training is essential and must be completed before using the Omnipod 5 System. To https://omnipod.com/setup 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.
• https://omnipod.com/setup 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 at https://www.omnipod.com/protips. We also recommend reading “Managing Glucose Levels on Omnipod 5”.

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 you have misplaced the charging cable or adapter, please call 1-800-641-2049 for a replacement.
• 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.