It's frustrating when your pen or injection device isn't working properly. Below you'll find some common causes and what you can do.
Check the following first
Is the needle attached properly? Screw the needle on firmly onto the pen.
Is the pen at room temperature? Cold medication can make injecting harder. Let the pen reach room temperature for 15–30 minutes before injecting.
Did you prime the pen before every use? Only prime the pen the first time you use it, i.e. only before your very first injection. If you prime the pen before every injection, you spray part of your dose into the air. This causes the pen to think it's empty after 2 to 3 injections and it will lock.
Correct usage steps
Choose an injection site (abdomen, thigh, or upper arm)
Clean the skin.
Place the pen perpendicular to the skin.
Press the button, the injection starts automatically.
Wait at least 6 seconds before removing the pen.
Important to know
Only prime the pen before your very first injection, never again after that.
If it locks during the 1st or 2nd injection: replace the needle and try again.
The pen isn't completely empty after 4 injections, this is normal and no cause for concern.
Don't try to squeeze extra out of the pen; this can disrupt your dosage and treatment.
After 4 weekly injections, use a new pen.
Instruction video
In your portal and in the leaflet included with your order, you'll find step-by-step instructions.
Please note: the instruction video only applies to the first injection. Don't follow this video for every injection. The video shows the priming step, you only carry out this step before your very first injection, never again after that.
Pen still faulty?
Do you suspect your pen is faulty even after checking the above? Then don't use the pen. Get in touch via chat, we'll look at what we can do for you together.
Keep the faulty pen and don't throw it away, we may ask you to send it back to the pharmacy for investigation.