I am having an issue dispensing medication from my pen.

We're sorry to hear you're experiencing difficulties with your pen. Our clinical team has provided the following guidance to help resolve the issue.

Step 1: Reset and Retry

1. Turn the dial back to zero.
2. Attach a new needle and try using the pen again.

Tip: The needles are very delicate. If they’re attached at even a slight angle, the medication may not dispense correctly. This is the most common issue reported.

It’s also possible that the internal needle, which pierces the pen, may be bent.

 Still Having Trouble?

If the issue continues, please send us a short video showing what happens when you try to use the pen. This will help our clinical team assess the problem more accurately.

Email your video to: care@privatedoc.com

We’ll review it and get back to you as soon as possible.