If your pen seems to be "jammed" or not working, there are two common causes:
The pen may be used up – If you’ve already administered all four of your doses, the pen won’t dispense any more medication. You can read more on how to check if your pen is finished in our article here: How to tell if my KwikPen is empty.
A needle issue – Sometimes a pen may appear to be jammed due to a defect with the needle. If you've confirmed your pen should still have 1 more dose left, try the following steps:
Turn the pen dial back down to zero
Attach a new needle
Turn the dial just two clicks (this is to prime the pen, don’t turn it the full way or you may waste a dose)
Try pressing the pen to see if it primes
You can try this process up to two times with a fresh needle
If the pen successfully primes, it should be ready for use.
Still not working?
If you’ve confirmed your pen should still contain medication and it doesn’t prime after two attempts:
Please email us at [email protected]
Include a photo showing the full pen, making sure the fluid is clearly visible
If possible, send a short video showing the issue in action
Our team will be happy to support you further.