not functional- please remove it

When This Article Applies

Use this article when a customer reports any of the following:
not working, stopped working, Device Malfunction, Sensor issue, device failed, Device not functional, Sensor error, Faulty sensor, error message, Defective device, Problems with CGM sensor, please remove it, the app suggested I send you a notification

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Response Content

If you received a pop‑up in the app asking you to take a screenshot and contact us, or the app clearly displays one of the following error messages:

• "Sorry, the device is not functional. Please remove it."
• "Sensor Failed."

Please confirm that your app error matches one of the messages above.

This means the device is abnormal and can no longer be used.

To help us proceed with the after‑sales process, please provide the following information:

1. Order ID (or other proof of purchase)
2. A screenshot of the device(s) name-Numbers starting with AA
3. Two photos of the application site:
   • One photo while the sensor is being worn
   • One photo after the sensor has been removed
4. A photo of the soft needle / electrode (taken after the device is removed)
5. A photo of the small hole in the sensor
   
    

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Instructions

• Matching logic: If the customer's message contains any of the keywords listed in "When This Article Applies" OR they describe an error pop‑up, output the full Response Content above.