Level2 Specialty Care Member Support

The Level2 Care Team includes type 2 diabetes experts (a coach, dietitian, nurse and provider), ready to support you.

Want to know what it’s like to connect with your Level2 Care Team? Check this out.

Reach out to your Level2 Coach to see if you would be a good fit to connect with a Level2 provider.

If you’re already a Level2 member you can check with your Level2 coach in the Level2 app or join Level2 Specialty Care at mylevel2.com/join.

If you need further assistance, you can reach Level2 support at 1-844-302-2821 (TTY 711), from 7 a.m. – 9 p.m. CT Monday – Friday; 9 a.m. – 3 p.m. CT Saturday.

Consider your Level2 provider(s) and your local provider(s) all members of the same care team with your best interest in mind. Level2 frequently partners with members’ providers to coordinate care, make medication decisions and share reports on member progress.

Session scheduling is done through your coach: You can reach out via the Level2 app or call your coach directly if you do not have an appointment set.

Make sure to check your Skedulo calendar invite and/or confirmation text from Skedulo. If you didn’t receive a call from your coach at your scheduled time, message them in the app. If you don’t hear back, please give us a call so that we can look into it for you! 1-844-302-2821, TTY 711, from 7 a.m. – 8 p.m. CT Monday – Friday; 9 a.m. – 3 p.m. CT Saturday.

Coaches may take up to two business days to respond to member messages.  If it has been over 48 hours since you messaged your coach, please submit a support ticket and we will look into it.

Once you’ve joined Level2 Specialty Care (mylevel2.com/join), you can expect to be assigned a coach within 5 business days. Your coach will send you an introduction through the “chat” in the Level2 app and schedule a time to connect with you directly.

Your coach can see your CGM data, and they will review this with you at your scheduled check-ins.

Your coach can work with you to help develop a nutritional plan that works with your current goals. They’ll be able to share tips for meal ideas, recipes, and grocery shopping lists.

There’s no reason to give up your primary care physician! Level2 frequently works closely with members’ PCPs — connect with your coach to learn more.

If you feel you received this letter in error, please connect with our support team at 1-844-302-2821 from 7 a.m. – 8 p.m. CT Monday – Friday; 9 a.m. – 3 p.m. CT Saturday.

If you’re having issues sending messages to your coach in the Level2 app, try force closing the app, then reopen. Open the coach chat screen and keep it open for 60 seconds.

Still having trouble? Submit a ticket to our Level2 support team and someone will be in contact soon. You can also give us a call at 1-844-302-2821, TTY 711, from 7 a.m. – 8 p.m. CT Monday – Friday; 9 a.m. -3 p.m. CT Saturday.

If you’re having trouble receiving the SMS code used for two-factor authentication on the Level2 app, we recommend contacting your mobile carrier to make sure that short codes are turned on/available on your phone.  Some carriers may disable this feature on your phone by default.

If this is your first time signing into the Level2 app and you’re having issues, make sure you’re using the correct one-time password that was sent to the same email you used when you joined Level2.

You will also use the same email in the email field, that you used when you joined Level2.

Tip: The O and zeros can look the same. i and L are also often mistaken.

Still having trouble? Please submit a support ticket. Support hours are 7 a.m. – 8 p.m. CT Monday – Friday; 9 a.m. -3 p.m. CT Saturday.

If you’re having issues signing into the Level2 app (and you’ve signed in before), try using the “forgot password” option. If you’re still having issues, please submit a support ticket. You can also reach us at 1-844-302-2821, TTY 711, from 7 a.m. – 8 p.m. CT Monday – Friday; 9 a.m. – 3 p.m. CT Saturday. A team member will be in touch within 1-2 business days.

Search “Level2 Health app” in the store.

If you wear an Abbott Freestyle Libre and need help with applying your CGM or any other CGM-related issues, you should call 855-632-8658.

If you’re having issues connecting your CGM to the Level2 app, you can call Level2 at 844-302-2821, TTY 711, from 7 a.m. – 8 p.m. CT Monday – Friday; 9 a.m. – 3 p.m. CT Saturday..

Once you’ve placed your request for new sensors you can expect a package to arrive in approximately 5 business days.

Remember to reach out to your Level2 coach when you need additional CGM supplies. You can contact them in the “Chat” tab of the Level2 app (look for it at the bottom of the app home screen).

If you have more questions or need a status update, we encourage you to contact your coach via the Level2 app or the Level2 support team at 1-844-302-2821, TTY 711, from 7 a.m. – 8 p.m. CT Monday – Friday; 9 a.m. – 3 p.m. CT Saturday.

If clinically appropriate for you, your CGM (transmitter and sensors) will arrive in your Level2 welcome kit, which is typically delivered 3-5 business days after you join Level2 Specialty Care at mylevel2.com/join. If it’s been more than two weeks, you can check the status by connecting with your Level2 coach in the Level2 app, or calling Level2 support at 1-844-302-2821, TTY 711, from 7 a.m. – 9 p.m. CT Monday – Friday; 9 a.m. -3 p.m. CT Saturday.

Each Freestyle Libre sensor lasts for 14 days, and each transmitter lasts for 90 days. When you’re in need of supplies, please connect with your coach via the Level2 app or call them directly. Once your coach submits the request, you can expect to see it arrive in 3-5 business days.

Intermittently wearing your CGM (or only wearing your CGM some of the time instead of all of the time) allows to physically tune into your body and practice the lifestyle changes you’ve been making, similarly to when you’re wearing your CGM! Work with your coach to establish a plan for intermittently wearing your CGM.