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Start here: make sure your SugarPixel+ has the latest software installed. Install any update you’ve been notified about, and check your version under ≡ → General Settings → System.
A login error means the username or password entered in SugarPixel+ doesn’t match what Dexcom has on file. The most common causes:

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Phone number username

The + and country code are required — no spaces, dashes, or parentheses. Enter exactly as shown in the Dexcom app. Example: +13334445555

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Dependent account

If the Dexcom app shows a dependent account username, you must use that username — not the caregiver login. The dependent account also has its own password (set when the account was created), not the caregiver’s password.

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Verify your login first

Before re-entering details in SugarPixel+, confirm your login works on the Dexcom website: If you can’t log in there, SugarPixel+ won’t be able to connect. Reset your password on the Dexcom site if needed — for dependent accounts, enter the dependent username and the reset email goes to the caregiver’s address. Once you’ve confirmed your login works on the website, tap Delete Connections in SugarPixel+ and re-enter your details.