Wegovy FlexTouch and Mounjaro KwikPen
Scope
This policy applies only to Wegovy FlexTouch and Mounjaro KwikPen products dispensed by The Care Pharmacy in the United Kingdom. It explains how we support patients who believe their injection pen is blocked, jammed or faulty.
We cannot assess, replace or provide video support for pens purchased from another pharmacy, clinic or country. Pens supplied in the United States and other markets may have a different design and different instructions. Customers outside the UK should contact their dispensing provider or the manufacturer’s affiliate in their own country.
Before reporting a pen as faulty
- Read the patient leaflet and instructions supplied with your medicine.
- Check that you are using a new, compatible needle and have removed both needle caps or shields.
- Never reuse a needle or store the pen with a needle attached.
- Do not use a pen that is damaged, frozen, expired, cloudy, discoloured or contains particles.
- Never force, dismantle, wash, lubricate or attempt to repair a pen.
- A small drop on the needle tip after an injection is normal and does not usually mean that the dose was lost.
IMPORTANT: If you are uncertain whether any medicine was injected, do not repeat the injection or administer another full dose. Contact our clinical team for advice. Repeating an uncertain dose could result in an overdose.
Wegovy FlexTouch troubleshooting
If no medicine appears during the flow check
The flow check is required only before the first injection from each new Wegovy FlexTouch pen.
- Attach a new compatible needle and remove both needle caps.
- Perform the flow check described in the patient leaflet.
- If no drop appears, repeat the flow check. Do this no more than twice in total.
- If no drop appears after those checks, replace the needle and perform one further flow check.
- If there is still no drop, do not use the pen. Book a video consultation with us.
If the dose counter does not return to zero
The needle may be blocked or damaged. Remove it safely, attach a new compatible needle and follow the instructions supplied with the pen. If the problem continues, do not force the pen or repeat an uncertain injection. Book a video consultation.
Liquid remaining after four doses
A Wegovy FlexTouch pen may contain a small amount of liquid after all four prescribed doses have been administered. This is not an additional dose and must not be extracted or injected. If the dose selector stops before reaching your prescribed dose, there is not enough medicine for a full dose. Dispose of the pen safely and use a new pen.
Mounjaro KwikPen troubleshooting
If no medicine appears while priming
- Attach a new compatible needle and remove both needle shields.
- Prime the pen exactly as described in the instructions.
- If no medicine appears, repeat the priming steps no more than two additional times.
- If medicine still does not appear, change the needle and prime once more.
- If medicine still does not appear, do not use the pen. Book a video consultation or contact Eli Lilly.
If the dose knob is difficult to push
Push the dose knob more slowly. If it remains difficult, the needle may be blocked: attach a new compatible needle and prime the pen. Do not force the mechanism. If the problem continues, book a video consultation using the link below and a member of our team can help fix the pen.
Liquid remaining after four doses
Each Mounjaro KwikPen contains four fixed weekly doses. Some liquid may remain visible after the fourth dose because the pen contains additional liquid for priming and normal operation. This liquid is not a fifth dose. Do not try to dial, extract or inject it. After four doses, dispose of the pen as instructed, even if liquid remains visible. If the dose knob will not turn to the full-dose position, there is not enough medicine for another full dose.
Video support from The Care Pharmacy
If the approved troubleshooting steps do not resolve the problem, and your pen was supplied by The Care Pharmacy, please book a weight-loss video consultation:
Book a weight-loss video consultation
Please have the following available
- The pen and its original packaging
- A new, compatible needle
- The product name and strength
- The batch number and expiry date
- Details of how many doses have already been administered
Do not dispose of a suspected faulty pen or its packaging until The Care Pharmacy or the manufacturer advises you to do so. During the call, do not insert a needle into your skin unless a qualified clinician specifically confirms that it is appropriate and safe to proceed.
Replacement requests
A replacement is not automatic. We will assess whether The Care Pharmacy supplied the product; whether it was stored and used according to its instructions; whether the issue is a blocked needle, an empty pen or a suspected device defect; and whether the manufacturer requires the pen to be returned for investigation. We may request photographs, a video assessment, batch and expiry details, and confirmation of how many doses were successfully administered.
Manufacturer support
If troubleshooting and video support are unsuccessful, or if the product was not supplied by us, contact the relevant manufacturer:
- Wegovy – Novo Nordisk UK: 0800 023 2573 | novonordisk.co.uk/contact-us
- Mounjaro – Eli Lilly UK: 01256 315 000 | medical.lilly.com/uk/products/contact
Patients outside the UK should use the manufacturer’s website for their own country or contact the pharmacy that supplied the medicine.
Side effects and urgent help
This troubleshooting service is for device problems, not medical emergencies. Seek urgent medical help if you experience severe or persistent abdominal pain, difficulty breathing, swelling of the face, lips, tongue or throat, collapse, or another serious reaction.
Suspected side effects can be reported through the MHRA Yellow Card Scheme. Please also inform your prescriber.
References and governance
This policy reflects the UK manufacturer instructions available on the date below: Wegovy FlexTouch patient leaflet and Mounjaro KwikPen instructions for use. Manufacturer instructions and contact details may change; the current leaflet supplied with the medicine takes priority.
Document owner: The Care Pharmacy
Version: 1.0
Last reviewed: 3 August 2026
Suggested review: August 2027 or sooner if manufacturer instructions change.
This website policy should be approved through The Care Pharmacy’s clinical governance process before publication.
