For this complaint code, please obtain the following:
- N/A
For this complaint code, please obtain the following:
- Sensor insertion area
- Sensor insertion date (if applicable)
- Sensor lot number
Problem
App shows “Country of residence issue”
Questions to be asked
N/A
Questions to be documented
235.1 Are you utilizing a VPN, WiFi or Cellular network?
235.2 Are you present in the same country you listed when you created your Dexcom account?
235.3 Have you recently traveled or are permanently living in a country outside the country you listed when you created your Dexcom account?
Actions
1. Record answer:
a. If VPN is on, retry with VPN disabled
b. If VPN is not on, try the opposite of WiFi or cellular data from previous attempts
2. Verify the app version.
a. If version 1.5 AND prior, then territories could be erroneously blocked
b. Verify the country assigned to the account matches the patient’s home country
c. Ensure the patient has location service enabled and does not have poor data services
3. Record Answer:
a. If this is a temporary location, this will resolve when the patient returns to their home location
b. If permanent, the patient will need to register a new account with the permanent new location
Notes: The patient can try fully closing and/or reinstalling the app to retry the location check. It is possible that territories of countries can report different codes and could be incorrectly reported by the phone’s location services. Location services used to check the phone’s country can have intermittent failures, outright incorrect information, be circumvented by patient action, or outright be denied the lookup when the patient denies permissions.
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