If you are experiencing an issue with your Wegovy® pen, this guide explains common causes, troubleshooting steps, and what support may be available.
Please ensure you carefully review the guidance for your specific medication, as Mounjaro® and Wegovy® pens work differently.
Wegovy® Pen Support
Important information about Wegovy® pens
Wegovy® pens are designed differently to Mounjaro® pens.
Your Wegovy® pen should only be flow checked (primed) once before using the first dose. After this initial flow check, the pen should not be primed again before future injections.
Priming the pen before every dose may result in insufficient medication remaining in the pen to complete all 4 doses.
Common Wegovy® pen issues
Patients commonly contact us regarding:
Bent or blocked needles
Medication leaking onto the skin during injection
Lost doses
Difficulty turning the dose selector
Pens appearing empty
Dose counter not returning to “0”
If your Wegovy® pen is not working properly
Please send us:
A clear image of the pen with the cap removed
A clear image of the medication window
A description of the issue experienced
Confirmation of how many successful doses you have already used from the pen
This helps our Customer Care Team assess the issue accurately.
Blocked or bent needles
If the dose counter does not return to “0” after pressing the injection button, the needle may be blocked or damaged.
What to do
Replace the needle with a new compatible needle
Try administering the dose again following the manufacturer instructions carefully
Hold the pen firmly against the skin for at least 6-7 seconds after the dose counter reaches “0”
If changing the needle resolves the issue and you have used additional needles during troubleshooting, you may contact our team regarding needle reimbursement support.
Medication leaking during injection
A small amount of medication leaking onto the skin can happen if:
The needle is not attached securely
The needle is not inserted fully into the skin
The pen is removed too quickly after injection
What to do
Ensure the needle is attached correctly
Try using a different injection site, such as the thigh or upper arm
Hold the pen against the skin for at least 6-7 seconds after the dose counter reaches “0”
Please note that leaking caused by injection technique would not usually qualify for compensation or replacement.
Lost Wegovy® doses
If you believe a dose has been lost due to a pen issue, our team may ask for photographs of the pen to confirm how many doses remain.
If the issue is determined to be caused by a confirmed device fault, compensation may be considered by our Customer Care Team.
Please note:
Replacement eligibility depends on the number of doses already used
Pens with 3 successful doses already used would not qualify for a replacement pen
Any compensation or credit is assessed on a case-by-case basis
If you are unable to complete all 4 doses from your current pen, you should remain on your current dose strength until you have completed 4 successful doses before increasing strength, in line with manufacturer guidance.
Empty Wegovy® pens
A Wegovy® pen may appear to contain medication even after all doses have been used.
When fully used:
The grey plunger moves to the top of the medication window
A small amount of liquid may still remain visible
The remaining liquid is not a usable dose
Please refer to the images below showing how the pen appears after each dose.
1. Wegovy after 1 dose has been used. There are 3 doses left in this pen.
2. Wegovy after 2 doses have been used. There are 2 doses left in this pen.
3. Wegovy after 3 doses have been used. There is one dose left in this pen.
Empty Wegovy Pens
When to contact us
Please contact our Customer Care Team if:
Your pen is not functioning correctly
You believe your pen is faulty
You are unable to administer your medication
Your medication appears damaged or contaminated
You believe you have lost a dose due to a device issue
To help us assess the issue as quickly as possible, please include clear photographs or videos showing the pen and the issue experienced.
Important information
In some cases, we may need to arrange for the faulty or compromised pen to be returned to us for further investigation with the manufacturer.
For this reason, please do not dispose of your pen unless you have been advised by our Customer Care Team that it is safe to do so.
Where a return is required, our team will provide full instructions on how to return the pen safely.