If you’re experiencing trouble with your Mounjaro pen, don’t worry! Here are some simple solutions to common issues:
1. the pen is not turning fully to load your dose (e.g. it is not showing "1" in the dose window):
Sometimes the mechanism can become jammed and not allow you to turn the dose dial all the way. This means the plunger that extends out of the end of the pen will not twist all the way up and the pen will not load the full dose.
Before turning/dialling up the dose, give the end of the dial a wiggle / tap on the side. Whilst turning the dial to get to your dose, tap and wiggle the extendable dose dial as it extends outwards. This usually loosens the plunger mechanism and allows you to load the dose.
2. If you manage to turn the dose to display "1" in the dose window but the dose will not administer:
If your pen has a needle attached and the dose button isn’t pressing the plunger down, it’s often due to the needle not being securely attached or patent to allow the medication to flow through. Make sure the needle is aligned straight and firmly twisted on. If it’s even slightly off, it can prevent the pen from functioning correctly. Please check both caps have been removed from the needle before trying to inject.
If the needle is not patent, you will need to use a new one - we would recommend trying the pen with a different needle to see if this allows you to administer the dose. This usuallyu does the trick, however you may then need some spare needles. We can provide these free of charge, with just the postage cost to cover by yourself (£1.99).
3. My pen is not working but I haven't had all the doses...
The pen is designed to provide four full doses, but if it’s empty before then, it may be due to over-priming or accidentally administering a higher dose in a previous injection. Follow the dose settings and priming instructions carefully to avoid this in the future. These can be found in the Patient Information Leaflet (PIL) which comes inside your pen's box and is also available via our website in the My Account area.
Please note; even after you have used all 4 doses, there will still be some fluid left in the pen - this is not an extra dose or the mystical "5th dose" mentioned on social media. For further information please see our information page on Mounjaro. Please see picture below of how your pen will look after each dose:
4. I have tried the above and the pen Still Won’t Work...
If you’ve checked the needle, tried a new needle, primed correctly, and followed all instructions but the pen still does not work, please drop us an email and we can advise you further. Sending us a video of the issue will help us assist you quickly. When making videos, please show as much detail as possible as regards to the issue i.e. cap off, needle on without security cap etc.
Alternatively, you can submit a Product Fault form via this page: Report a Fault.
We hope these tips and tricks help to keep you on track with your weight loss journey!
Thanks for reading!
The AJ Hill Aesthetics Team
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