Livongo Customer Service: Expert Guide for Members, Administrators, and Clinicians

Overview and history relevant to customer service

Livongo, founded in 2014 and acquired by Teladoc Health in October 2020 (transaction value reported at $18.5 billion), built its reputation on combining connected devices, data analytics, and human coaching for chronic condition management. That history shapes customer service: programs are designed around device delivery, ongoing coaching, and quick clinical escalation. After the merger, these service principles were integrated into Teladoc Health’s wider support infrastructure, so current member support workflows reflect both Livongo’s coaching model and Teladoc’s telehealth operations.

Because many Livongo deployments are employer- or health-plan sponsored, the customer-service experience depends on the contract model. Some members receive devices and coaching at no direct cost; others access services through benefit designs with co-pays or enrollment thresholds. Knowing which procurement model applies (employer-sponsored, plan-sponsored, direct-purchase) is the first step when contacting support.

Channels, hours, and response expectations

Livongo/Teladoc customer service typically offers omni-channel support: mobile app in-app messaging, secure web portals, email, and phone support routed by program. For clinical questions, members are connected to Certified Diabetes Care and Education Specialists (CDCES), registered nurses, dietitians, or coaches; urgent clinical escalation routes direct to physicians or telehealth visits. Operationally, standard expectations are same-business-day responses for in-app messages, 24-hour clinical follow-up for non-urgent clinical issues, and immediate routing for urgent safety concerns.

Turnaround times for device logistics are a key metric: new member kits and connected devices are generally shipped within 1–5 business days after enrollment confirmation, with replacements often processed within 3–10 business days depending on stock and shipping options specified in the employer/plan contract. Administrators should confirm SLAs in their service-level agreement to set accurate expectations for members.

Enrollment, eligibility, and billing support

Customer service handles three distinct enrollment questions: eligibility verification (is the member covered by the sponsoring employer or plan), activation (linking the member to the program and shipping the device), and billing/financial reconciliation for sponsors. For employer-sponsored programs, customer service will typically validate group number, employee ID, or employer identifier; for plan-sponsored programs, a member ID and plan group number are required.

Billing inquiries for members are uncommon when services are employer-funded, but when co-pays or direct billing apply, support can provide invoices, line-item cost breakdowns, and restart/termination dates. Administrators should keep their contract number and the employer group ID on hand when contacting customer service to expedite billing or reconciliation disputes.

Clinical coaching and escalation paths

Livongo’s model emphasizes proactive coaching: automated data-driven alerts (for example, extremes in blood glucose) trigger outreach by clinical staff. Coaches include CDCES-certified educators, RNs, dietitians, and behavioral health coaches; scope of practice and escalation rules are documented in clinical protocols. Typical escalation rules send urgent alerts to a clinician within hours and initiate outreach by phone or secure message.

Members presenting with red-flag symptoms are triaged using established clinical decision support—if an immediate clinical intervention is required, the protocol routes to urgent telehealth or emergency services as appropriate. For administrative escalations (device malfunction affecting clinical use), customer service coordinates expedited device replacement in parallel with clinical follow-up to avoid gaps in care.

Data access, privacy, and interoperability

Livongo/Teladoc platforms provide members and authorized clinicians access to longitudinal data via the mobile app and secure web portal; members can download summaries and export PDFs for primary-care visits. On the backend, integrations use standard APIs and, increasingly, FHIR-based interoperability to share structured data with electronic health records (EHRs) when permitted by the contract and HIPAA-compliant consent.

Privacy and security are core to support conversations: all member-facing communications are handled under HIPAA privacy rules with secure channels for clinical messaging. Administrators should verify Business Associate Agreement (BAA) status and data retention policies in their contract; customer service can provide specifics such as data export timelines and audit-log capabilities for compliance audits.

Troubleshooting devices and common technical issues

Common device issues are pairing failures, low battery, failed uploads, and calibration or sensor errors. Customer service triages these with scripts that include device serial number, firmware version, phone OS and version, and timing of the last successful upload. Having those details ready reduces resolution time; support can often resolve pairing problems within a single call or message, and will escalate to replacement if hardware is defective.

For persistent connectivity problems, support documents network settings (Bluetooth permissions, mobile data/Wi‑Fi status) and may provide a temporary manual logging method until a replacement device ships. Administrators can request bulk device provisioning or replacement campaigns when large cohorts experience similar issues, and customer service provides SKUs and shipping estimates for planning.

Performance metrics, reporting, and continuous improvement

Customer service is measured against KPIs such as first-contact resolution rate, average response time, percent of clinical escalations resolved within SLA, device replacement turnaround, and Net Promoter Score (NPS). For enterprise customers, monthly or quarterly service reports typically include these metrics plus engagement statistics (active users, coaching session counts, alert volumes) to align operational performance with clinical outcomes.

Administrators should request a detailed dashboard during contract setup specifying the cadence and format (CSV, PDF, portal access) of operational and clinical reports. These reports support continuous-improvement cycles—identifying high-error device lots, recurring technical issues, or training opportunities for coaches.

Practical contacts and what to prepare

• Before contacting support: have your member ID, program name (Livongo or Teladoc Livongo program), device serial number, last upload timestamp, and a brief summary of the issue. These items shorten triage time and reduce transfers.
• Where to go online: primary resources and account portals are available at https://www.teladochealth.com and the member app (search “Livongo” or “Teladoc Health” in your device app store). Administrators should use their employer/plan admin portal for bulk actions and reporting requests.

When to escalate

• Escalate to clinical leadership if members report recurrent severe values (e.g., repeated glucose readings <54 mg/dL or >400 mg/dL) or if a device failure risks patient safety. Customer service will document the escalation and initiate a clinical follow-up within the SLA agreed in the contract.
• Escalate to program operations for contract, billing, or large-scale deployment problems (e.g., >5% of a cohort experiencing the same device fault). Operations can coordinate inventory, expedited shipping, and corrective-action plans.

What insurance covers Livongo?

The Livongo for Diabetes Program helps make living with diabetes easier by providing you with a connected meter, unlimited strips, and coaching. Eligible Members: The program is offered at no cost to you and your covered spouse/dependents with coverage under the Wellmark Blue Cross and Blue Shield plan.

How do I contact Livongo?

Just call Livongo at (800) 945-4355 or email [email protected].

Is Livongo now Teladoc?

*Livongo is now part of Teladoc Health, and we are in a brand transition phase. You may receive Livongo-branded and Teladoc Health-branded devices during this transition. Other than brand name, there is no difference between products.

How to connect Livongo to phone?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview To connect your Livongo meter, download and log in to the Livongo app, which will automatically pair your meter upon first use. If you have a blood glucose meter, you might need to activate its Bluetooth by pressing the start button and waiting for the Bluetooth symbol to appear. The meter then syncs data automatically, so no manual connection is required after the initial pairing.  Here are the steps to get connected:

1. Download the Livongo App: Go to your phone’s App Store or Google Play and download the official Livongo app. 
2. Log In: Open the app and log in with your existing Livongo account. 
3. Initial Pairing: On first use, the app will guide you through pairing your meter. 
   • For Blood Glucose Meters: Turn on your meter by pressing and holding the OK or START button. You may need to press the OK and UP arrow keys simultaneously until the Bluetooth icon appears to make it discoverable. 
   • For Blood Pressure Monitors: Press and hold the START button on the monitor until you see the Bluetooth symbol (a small circle with three radiating lines) appear on the screen. 
4. Follow App Prompts: Select your meter from the list on the app screen and tap to pair. 
5. Confirm PIN (If prompted): If the app asks for a PIN, enter the six-digit number that appears on your meter’s screen into the app to complete the pairing process. 

How it works after pairing: 

• Automatic Data Sync: Once paired, your Livongo meter automatically uploads your blood sugar or blood pressure readings to your secure Livongo account, which you can then view in the app.
• Real-time Support: The app provides real-time feedback and insights, and you can contact a Livongo expert coach directly from the app or your meter if you have questions or need support.

AI responses may include mistakes. Learn moreFrequently Asked Questions About Network Connectivity – Health LibraryYour Livongo blood glucose meter uses cellular connectivity to upload readings to your account. However, our cellular provider is …Health LibraryGetting Started with Your Livongo for Diabetes Program – Teladoc Health, Inc.Health Library(function(){
(this||self).Bqpk9e=function(f,d,n,e,k,p){var g=document.getElementById(f);if(g&&(g.offsetWidth!==0||g.offsetHeight!==0)){var l=g.querySelector(“div”),h=l.querySelector(“div”),a=0;f=Math.max(l.scrollWidth-l.offsetWidth,0);if(d>0&&(h=h.children,a=h[d].offsetLeft-h[0].offsetLeft,e)){for(var m=a=0;mShow more

What company owns Livongo?

Teladoc HealthLivongo Health, Inc. / Parent organization
In October 2020, Teladoc acquired the chronic care company Livongo Health for $13.9bn in a deal described by the press as the third-largest for a US company that year. The combined companies had an estimated enterprise value of $37 billion.

How to get Livongo for free?

As long as you are eligible for the program through your employer or health plan, Livongo Condition Management is available at no additional cost to you. Even shipping is included! Your employer, health plan or healthcare provider pays for the program on your behalf.