If your Wegovy FlexTouch pen isn't working as expected, don't panic. Most issues come down to technique or priming — easy to fix. A small number are genuine faults that need a replacement. This article walks you through both.
Before troubleshooting
- Wash your hands and work in good light
- Never force the pen. Forcing can damage the mechanism or cause injury
- Never try to take the pen apart
My Wegovy pen isn't clicking
You should hear a distinct click when you press the dose button. If you don't:
- Make sure the needle cap is fully removed
- Check the dose counter shows the correct dose
- Press the dose button all the way down and hold
- Hold the pen firmly against your skin
If the pen still doesn't click, stop and contact us. Don't force it.
My Wegovy pen isn't delivering the dose
You pressed the button but no medication seems to have been injected:
- Confirm the needle was securely attached before injection
- Make sure both the outer cap and inner needle cap were removed
- Keep the pen pressed firmly against your skin throughout
- Hold the dose button down for at least 10 seconds — Wegovy needs this time to deliver the full dose
If you're not sure whether you received the dose, do not inject again. Contact us for guidance.
Air bubbles in my Wegovy pen
- Small bubbles: harmless and expected. Inject as normal — clinical studies confirm small bubbles don't affect efficacy or safety
- Large bubbles: may affect dose volume. Contact us before injecting for guidance
My Wegovy pen is leaking
- Before injection: the pen may be defective. Do not use it. Contact us
- During or after injection: you may not have received the full dose. Do not inject again. Contact us for guidance
Keep the leaking pen — we may need it returned for investigation.
My Wegovy pen is jammed mid-injection
- Stop pressing the button
- Remove the pen carefully from your skin
- Do not try to repair or reuse the pen
- Contact us for a replacement
How to check if your pen is genuinely faulty
- The medication inside should be clear and colourless — no cloudiness, no particles
- The dose counter should turn smoothly and show clear numbers
- The pen body should be undamaged — no cracks or leaks
- Tilt the pen at eye level: the liquid should move freely
If any of these checks fail, the pen is faulty.
What we do if your pen is faulty
- Contact our team with your order number and a description of the issue (photos help)
- Our pharmacist will assess and confirm if the pen is faulty
- We will arrange a replacement at no cost
- Faulty pens are returned to Novo Nordisk (the manufacturer) for investigation — we handle the return process for you
- We may also submit a Yellow Card report to the MHRA
Keep the original packaging and all pen components until we've spoken — the manufacturer needs these for their investigation.
If you have any concerns about your treatment, contact our support team. For medical emergencies, call 999 or 111.