There may be times when your pen doesn't seem to work or you can't push down the plunger. Please do not force the plunger - this will break the pen. If the plunger feels stuck it's likely a problem with the needle rather than the pen itself.
Please follow the guidance below:
Check both ends of the needle - ensure both ends are completely straight and haven't bent or broken
If the needle is bent or broken, check that it's not still stuck in the orange bung and replace it with a new one
If the needle is straight and intact, leaving the inner lid only on the pen, twist the needle on as tight as possible. If this is done with the outer protective lid on, it may feel like it can't tighten properly.
If the plunger still doesn't work, try using a new needle. If you don't have any spare needles, contact the Second Nature customer support team at support@secondnature.io
We understand how important it is to have your medication pen working correctly, and we’re here to help. If the steps above don't work and you believe your pen is faulty, contact the clinical team.
It's likely that they'll request a video of the pen demonstrating the issue, please have this ready or include it in your email to them. This allows the clinical team to evaluate the condition of the pen and guide you through any troubleshooting steps or necessary next actions. They will assess the situation to determine whether the pen is malfunctioning.
The clinical team can be contacted directly on:
- Email: careclinics@pharmalogic.co.uk
- Phone: 03330 34 24 38 (available 10 am to 5 pm)
Once your issue is assessed, the clinical team will advise you on whether a replacement is required or if other steps are needed to resolve the issue.
We want to make sure you’re comfortable and confident in using your medication, so don’t hesitate to reach out to our customer support team at support@secondnature.io if you have any concerns. We’re here to help!