Troubleshooting Tips
Before reaching out for further assistance, please try the following steps, as they may resolve the issue:
1. Use a New NeedleBlockages in the needle can prevent the treatment from dispensing correctly.
Replace the needle with a fresh one and try again.
2. Examine the Treatment WindowIf the window appears cloudy, gently wipe away any condensation.
Hold the pen up to a light source for a clearer view.
3. Check the DialIf the dial has been over-twisted or pulled out, carefully twist it back down to its proper position.
4. Remaining Dose AwarenessEach pen contains a surplus dose that is not intended for use.
If only one dose remains, a replacement pen will be needed.
Best Practices for Injecting
To ensure proper administration, please follow these guidelines:
Prepare the Injection Site: Ensure the area is clean and dry.
Inspect the Needle: The needle should be straight and undamaged. If bent, use a new one.
Position Correctly: Hold the syringe at a 90-degree angle to the skin.
Overcoming Resistance: If resistance is encountered, gently pull the needle back slightly and try again.
Next Steps
Once you have recorded the video, please send it to us for review. We appreciate your cooperation and patience as we work to assist you. If you have any additional questions or concerns. To help us quickly assess and resolve the issue with your pen, please send us a video showing the following:
The treatment window:
The expiration date:
The batch number:
This will enable us to better understand the situation and provide appropriate guidance