If your Wegovy® pen is difficult to use or does not release medication as expected, follow the steps below. It is important to note that Wegovy® and Mounjaro® pens work differently; your Wegovy® pen should only be flow-checked (primed) once before the very first dose.
Use this article if you want to:
Learn why your Wegovy® pen may not be working correctly.
Follow step-by-step troubleshooting and flow check guidance.
Understand the "6-Second Rule" for successful injections.
Learn about the MedExpress replacement and support policies for Wegovy®.
Step-by-Step Troubleshooting for a Blocked Pen
If the dose counter does not return to “0” after pressing the button, the needle may be blocked or damaged.
Change the needle: Attach a new, sterile, compatible needle to the pen.
Set the flow check: Turn the dose selector to the flow check symbol (—).
Perform the check: Press and hold the dose button until the counter returns to “0”.
Confirm flow: Check for a drop of solution at the needle tip.
Note: If you use extra needles during troubleshooting to resolve a blockage, you may contact our team regarding needle reimbursement support.
Common Pen Issues and What to Do
Medication Leaking During Injection
Leaking usually occurs if the needle is not secure, not fully inserted, or the pen is removed too quickly.
The "6-Second Rule": Always hold the pen firmly against the skin for at least 6-7 seconds after the dose indicator reaches “0” to ensure full delivery.
Action: Try using a firmer injection site, such as the upper arm or thigh, and ensure the needle is pushed straight onto the pen.
Empty or Used Pens
A Wegovy® pen may appear to contain medication even after all doses have been used. However, once the grey plunger moves to the top of the window, the pen is empty. Any remaining liquid is residual and is not a usable dose.
Refer to the images below to identify how many doses remain in your pen:
Wegovy - 3 doses left
Wegovy - 2 doses left
Wegovy - 1 dose left
Wegovy - Empty pen
Lost Doses and Replacement Policy
If you believe a dose was lost due to a confirmed device fault, our team will assess your case.
The 3-Dose Rule: Pens that have already provided 3 successful doses do not qualify for a replacement pen.
Titration Safety: If you are unable to complete 4 doses, you must remain on your current dose strength until you have successfully completed 4 doses before increasing your strength.
How to Report a Faulty Pen
If the pen remains unusable after a needle change, or if the medication is not clear and colourless, contact Customer Care. To help us assess the issue, please provide:
A clear image of the pen with the cap removed.
A clear image of the medication window (showing the plunger).
A description of the issue and confirmation of how many successful doses were used.
Important: Do not dispose of your pen until advised by our team, as we may need to arrange for its return to the manufacturer for investigation.
If you still need help after reviewing the information above, additional assistance is available.