We're sorry if you've run into a problem with a pen or needle — we know how frustrating that is, especially when a dose of your medication is involved. Our pharmacy team will help you get it sorted.
What to do
Contact our support team and describe what happened.
If you can, include a photo of the affected pen or needle.
Keep the affected pen and needle — our pharmacist may ask about them.
What happens next
We'll share the details with our pharmacy team, and one of our pharmacists will contact you to review what happened and arrange a replacement so you don't miss a dose.
A note on injection issues
Some issues, like a bent needle or a dose that didn't deliver fully, can have a few different causes. Our pharmacist will talk through it with you directly rather than troubleshooting by email, so you get accurate guidance for your situation.
No content in our Help Center should ever be used as a substitute for direct medical advice from your practitioner or another qualified clinician.