Report a Faulty CGM

If you're experiencing issues with your CGM sensor, please complete the form below. Do not remove the sensor yet—we may need additional details to troubleshoot the issue.

Our team reviews faulty sensor reports Monday to Friday during office hours (08:00 – 17:00).

If you submit a report over the weekend or after hours, we will respond on the next working day.

Important: Once we receive your report, we may need to verify the issue with the pharmaceutical supplier before proceeding with a resolution. This process may take a day or two.

First name:

Last name:

Email:

Contact Number:

AiDEX 6 Digit Transmitter Serial Number: (eg. AH29SC)

This can be found on the AiDEX App Home Screen in the top left-hand corner.

Sensor Insertion Date:

Month

Day

Year

Sensor Failure Date

Month

Day

Year

Please Upload Screenshot of 24 Hour Sensor Graph:

Sensor Insertion Site:

Please provide any relevant information about what happened before or during the sensor malfunction. This could include factors such as exercise, extreme temperatures, water exposure, medication use, or unusual glucose readings leading up to the issue.

I hereby provide consent to Upgrade Health (Pty) Ltd or any duly appointed representative, to use my personal information above with regards to, investigating AiDEX sensor issues and/or for the replacement of said sensors.