We are sorry your pen isn’t working as expected
You can contact our Medical Support team by completing the Faulty Pen Form. This will help them diagnose and fix the problem.
Troubleshooting Tips
Mounjaro Pen
1. Ensure the needle is properly attached
Only use the pen with a needle attached.
Attach the needle to the pen, ensuring that it is straight and secured tightly. If the needle is loose or crooked, the pen won't inject, and the dose knob will not move.
Remove both the outer and inner needle caps. The inner cap is smaller and easy to miss (if it remains on, it can jam the pen).
Tip: Lay removed caps on a clean surface so you know they’re off.
3. Check the flow and prime the pen
Priming removes air from the cartridge and makes sure that your pen is working correctly.
To prime the pen, turn the dose knob two clicks so the extended line is showing in the dose window.
Hold the pen in an upright position, and release some liquid by pushing the dose knob until it stops. Hold the dose knob down for 5 seconds; this liquid should not be injected.
4. Hold steady after injection
- Once the dose dial reaches “0”, keep the needle in your skin for 6–10 seconds to ensure full delivery.
5. Why is there liquid left in my pen?
Seeing liquid left in your Mounjaro pen after all four doses is completely normal.
After four doses, you’ll see some liquid remaining—this means the pen functioned correctly.
Each pen is designed to deliver 0.6 mL per dose (4 doses total = 2.4 mL).
The pen contains a limited amount of extra liquid to allow for priming before each dose.
You cannot dial another number |using that remaining primer liquid, so please dispose of the pen even if liquid remains.
Wegovy Pen
1. Ensure the needle is properly attached
Only use the pen with a needle attached.
Attach the needle to the pen, ensuring that it is straight and secured tightly. If the needle is loose or crooked, the pen won't inject, and the dose knob will not move.
Remove both the outer and inner needle caps. The inner cap is smaller and easy to miss (if it remains on, it can jam the pen).
Tip: Lay removed caps on a clean surface so you know they’re off.
2. Check the flow and prime the pen
The flow check is similar to Mounjaro. However, it should be done at the start of each new pen and not each new needle.
The flow check removes air from the cartridge and makes sure that your pen is working correctly. Your pen has been checked to see if a small amount of medicine comes out of the tip of the pen needle.
Hold the pen in an upright position, and release some liquid by pushing the dose knob until it stops. Hold the dose knob down for 5 seconds; this liquid should not be injected.
3. Why is there liquid left in my pen?
- If you’ve taken all 4 doses, the pen is finished and should be disposed away after use. It’s normal for some liquid to remain in your pen after taking all 4 doses – this is to ensure you have enough to carry out a flow check (priming of the pen) before the first injection with each new pen.
4. Hold steady after injection
- Once the dose dial reaches “0”, keep the needle in your skin for 6–10 seconds to ensure full delivery.
5. The dose button is hard to push
- Check if a needle is attached correctly.
- Attach a new needle - ensure it’s correctly attached and the needle is not bent.
- Set your dose as per the manufacturer's instructions.
- Gently press the dose button and slowly count to 6. The dose counter will return to 0 when your dose is complete.
Important: We require a short video of your flow check to process any replacement or refund request.
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