My pen is faulty or jammed

In our experience, “jammed” pens are often caused by the needle not fully piercing the bung at the end of the pen. It can also help to leave the pen for a short while after an attempt so the pressure can normalise.

Try these steps:

With the plastic needle cover still on, gently tap the pen on a table or counter.

When attaching the needle, twist and apply a little extra push until you feel a slight click or change in resistance.

Remove the needle and try again with a new attachment (re-seat it firmly).

If, unusually, there is a fault with the pen, the prescribing team so will need assess what’s happened. If they believe there may be a pen fault, they can advise on next steps and (if needed) escalate it to the manufacturer. If a fault is confirmed, we will of course refund you for any missed doses. You will be asked for photos and/or a video showing the problem. You will need to retain the pen and send it back if necessary.

You can call the prescribing team 10am–5pm, Monday to Friday on 03330 34 24 38 and select option 3.