If you believe your Mounjaro® KwikPen® is not working correctly, it is important to follow a specific process to ensure your safety and help us resolve the issue. Please follow the steps below carefully.
Step 1: Do Not Troubleshoot the Pen Yourself
Your safety is our top priority. Do not try to fix the pen on your own, as this could make the situation worse or lead to an incorrect dose being administered. Please set the pen aside in a safe place where it will not be used by accident.
Step 2: Contact the Manufacturer, Eli Lilly
The manufacturer, Eli Lilly, has a dedicated team of experts who can guide you through the correct troubleshooting steps and determine if the pen is faulty. They are best placed to provide immediate support.
Phone: You can call Lilly UK on 01256 315 000
Hours: Monday to Friday, 10am to 4pm (excluding Bank Holidays)
Step 3: Get a Reference Number
During your call with Eli Lilly, they will investigate the issue and provide you with a unique reference number. Please make a note of this number, as it is essential for the next steps.
Step 4: Inform Us of the Outcome
Once you have spoken to Eli Lilly and completed their troubleshooting process, please contact our pharmacy team to let us know the outcome. This helps us understand the situation and provide you with the best possible support.
Step 5: Provide Us with the Reference Number
When you contact us, please provide the reference number given to you by Eli Lilly. We need this number to follow up on the issue and process a claim on your behalf if a replacement is required.
Step 6: Order a New Pen to Avoid Treatment Gaps
Investigations into faulty pens can sometimes take time. To ensure you do not experience any gaps in your treatment, we strongly encourage you to order a new pen through your Bolt Hub while the investigation is ongoing.
Summary: Your Action Plan
Step | Action | Details |
1 | Stop | Do not use or try to fix the pen. |
2 | Contact Lilly | Call 01256 315 000 for expert troubleshooting. |
3 | Get Reference No. | Make a note of the number they provide. |
4 | Inform Bolt | Let us know the outcome of your call with Lilly. |
5 | Share Reference No. | Provide us with the number for our records. |
6 | Reorder | Order a new pen to continue your treatment without interruption. |
Following this process ensures that any issues are handled safely and efficiently by the experts, while allowing us to support you effectively. If you have any questions, please do not hesitate to contact us.