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Contact Level2 Support

Have Level2 Specialty Care questions? We’d love to help! Please contact your Level2 coach in the Level2 app for specific concerns.

For other issues, please peruse our frequently asked questions or complete the form below and a member of our support team will get back to you in 1-2 business days.

For more immediate assistance, please 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.

Level2 Specialty Care Member Support

Frequently Asked Questions

Care Team
Level2 App
What is the Level2 Care Team?

The Level2 Care Team includes type 2 diabetes experts (a coach, dietitian, nurse and provider), ready to support you on your personalized path toward type 2 remission.  

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

How do I schedule an appointment with a Level2 provider?

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

How do I join Level2 Specialty Care?

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

If you need further assistance, you can reach Level2 support 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.

What is remission?

Remission is defined by the American Diabetes Association as an A1C of less than 6.5%, at least three months after stopping diabetes medications. For Level2 members, that means the opportunity to work toward undoing type 2 diabetes and feeling better. Level2 does not guarantee you can achieve remission or any specific health results, including through your participation in Level2 Specialty Care. 

How is a Level2 provider different from my local provider?

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.

Wondering how to schedule your next coaching session?

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. 

Didn’t get a call at the time of your coaching appointment?

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.  

Wondering why you haven’t received a response from your coach in the Level2 app?

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. 

When I join Level2, how soon will I be assigned a coach?

Once you’ve joined Level2 Specialty Care (, 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. 

How often do coaches review our data?

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

Will my coach set up a meal plan for me?

Your coach can work with you to help develop a nutritional plan that works with your current goals. It may include Time Restricted Eating and lowering carbohydrates if clinically appropriate. They’ll be able to share tips for meal ideas, recipes, and grocery shopping lists. 

Because I work with a Level2 coach, do I need to keep my primary care physician?

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.  

What do I do if I receive a letter stating I am no longer eligible, but feel it’s in error?

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. 

What does coaching look like within Level2?

To learn what it’s like to connect with a Level2 coach, check out this article: What is Your Level2 Care Team? | Level2 ( 

Having trouble sending messages in the Level2 app?

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. 

Not receiving the text message short code?

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. 

Problems signing into the Level2 app for the first time?

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. 

Problems signing into the Level2 app (after previous sign in)?

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.  

Having trouble finding the Level2 app in the app or play store?

Try searching for the Level2 Health app! 

I’ve just put on a new sensor; it’s not working or recording data. Why?

Only one sensor can be active at any given time, so here’s what could be happening: You’ll wear a single for 10-14 days (depending on manufacturer; please refer to your user guide) before it expires. If you end up putting on a new sensor before the current sensor expires, the new sensor will not work until the old one expires.  

Still having issues? Please reach out to your CGM manufacturer for support: 

Curious when your new sensors will arrive?

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. 

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. 

Haven’t received your CGM yet?

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 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. — 8 p.m. CT Monday — Friday; 9 a.m. — 3 p.m. CT Saturday. 

Wondering how to apply your CGM?

Check out this video for tips, or explore the Abbott or Dexcom support sites for more great resources: 

How do I get the correct app?

Abbott Freestyle Libre 2 CGM: Search for “FreeStyle Libre” in your app store to find the “FreeStyle Libre 2 – US” app.  

Dexcom G6 CGM: Search for “Dexcom G6” in your app store to find the “Dexcom G6” app. The “Dexcom Clarity” app can also be used to augment the G6 app with additional insights.

How do I order additional CGM supplies?

Each sensor lasts for 10 days (Dexcom) or 14 days (Abbott), and each transmitter lasts for 90 days. When you’re due for new supplies, please connect with your coach via the Level2 app or call them directly. Once your coach places an order, you can expect to see it arrive in 3-5 business days.

What will intermittently wearing my CGM do for me?

Intermittently wearing your CGM allows you 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 game plan for intermittently wearing your CGM.

What Dexcom apps can Level2 support me with?

Our Level2 support team primarily assists in support with the Level2 app. If you’re experiencing issues with your Dexcom app(s), please connect with Dexcom support at 1-844-857-6319. 

Problems with your Fitbit?

If you’re having issues with your Fitbit, Fitbit support is the best place to go! Check out their support site or give Fitbit support a call at 844-534-8248 (their support line exclusively for UnitedHealthcare plan members) and they’ll help you directly. 

Haven’t received your Fitbit yet?

Your Fitbit is part of your Level2 welcome kit and takes a few days to get to your doorstep! Your welcome kit is shipped after you sign up for Level2 Specialty Care or if required, after your provider visit. You should receive a tracking number from us via email.

Do we collect food tracking information in Fitbit or through the Dexcom app?

You’re able to track what you eat with your Fitbit app; however, Level2 only collects steps, heart rate and sleep from the Fitbit.  

If I haven’t received my CGM or Fitbit, can I get started with Level2?

Yep! You can start as soon as you’ve had your welcome call and are assigned a coach.

How can the Fitbit help me with my type 2 diabetes?

Your Fitbit helps you see how your activity, workouts, sleep, nutrition and stress all fit together – all key inputs to making the lifestyle changes that can help you work to improve your diabetes