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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.
This means SugarPixel+ reached Dexcom successfully but there are no readings available to download. Almost always caused by a missed setup step.
  • Wrong username — especially using a caregiver/parent login instead of the dependent’s username shown in the Dexcom app.
  • Sharing not active — Sharing must be enabled with at least one follower in the Dexcom app.
  • Dexcom Follow app has no readings — if your Follow app isn’t showing current readings, SugarPixel+ won’t either. Resolve the upstream issue first; SugarPixel+ will update within 15 minutes once readings appear.
  • Recently changed phones, reinstalled the app, or switched CGM apps — you may have logged in with a different account or skipped re-enabling Sharing and followers. Redo steps 1–2 carefully.
You can verify you’re using the correct login by checking the Daily Report on Clarity (clarity.dexcom.eu outside USA) — current readings will appear there if the login is correct. Tap Delete Connections in SugarPixel+, re-do steps 1–2 carefully, then try again.