Faulty pen policy

• Fit a new needle and take off both needle caps.
• Let a pen that has come straight from the fridge reach room temperature before you inject.
• Check the liquid is clear and colourless, and that the pen is in date.

If it still will not operate, do not keep trying. Call Novo Nordisk.

• Hold the pen flat against the skin.
• Press and hold the dose button until the dose counter returns to 0, then keep holding for the count in the patient leaflet.
• If nothing happens, fit a new needle and try once more.

If there is still no injection, stop and call Novo Nordisk.

A small air bubble is normal in a Wegovy pen and is safe to inject. Do not shake the pen. Do not use it if the liquid is cloudy, frothy, or has particles in it.

• A small drop at the needle tip after use is normal.
• Stop if liquid escapes from the pen body or the dose dial.

Do not inject with that pen again. Call Novo Nordisk.

• Replace the needle and try once.
• Make sure the pen is at room temperature.
• Do not force the button.

If it stays stiff, treat the pen as faulty and call Novo Nordisk.

This often happens when the pen is still cold, or when the button is not held until the counter shows 0. Let it warm up and hold for the full count in the leaflet. If it keeps happening, call Novo Nordisk.

• Check the dose counter has returned to 0.
• Look at the injection site for a large leak.
• Do not inject another dose.

Call Novo Nordisk, then contact us before your next injection if you still are not sure.

• Fit a new needle straight and fully, and take off both caps.
• Hold the pen flat against the skin and press the button until you hear the first click.
• Keep the pen in place until you hear the second click and the yellow indicator has stopped moving.

If it still does not click, fit a new needle and try once. A bent needle is a common cause. If that does not fix it, call Lilly.

Each injection has two clicks: one when it starts and one when it finishes. If you lift the pen after the first click, the dose may not be complete. Hold for the full count in the patient leaflet. Do not inject again. Call Lilly if you are not sure the dose finished.

A small air bubble is normal. Mounjaro should look colourless to slightly yellow. Do not use the pen if the liquid is cloudy, frozen, or discoloured, or if it has particles in it. Store unused pens at 2–8°C and never freeze them.

• A small drop at the needle tip after use is normal.
• Stop if liquid leaks from the pen body, the dose window, or around the plunger.

Do not try to repair the pen. Call Lilly.

The yellow bar should move through the window during the injection. A cold pen can make this slower. If you held for the full count in the leaflet, the dose was still likely delivered. If the bar stops halfway and you did not hold for that count, do not inject again. Call Lilly before the next dose.

• Do not use another pen. A second injection could be too much.
• Note the batch number, and the date and time you tried to inject.
• Use the diagram below to see how many doses the pen has already used.