FAQs

1. What do I do if air bubbles are present in the cartridge?

The presence of air bubbles can affect the amount of insulin delivered. A small air bubble might remain in the container after tapping; this small air bubble will not affect your dose. Ensure that you remove the air bubbles.

2. What do I do if there are no drops visible while checking the insuliow (priming)?

The needle may be blocked. Replace the needle and check for insulin flow. A few drops of insulin will appear.

3. Why is it important to check the insulin flow and prime before every injection?

Priming ensures that the pen and needle are working properly. Once the pen is properly primed, insulin will flow from the needle. If you do not prime, you may not get the accurate amount of insulin.

4. Why can it take several attempts at priming before I see a drop of insulin with a new cartridge?

There may be a slight gap between the plunger rod and the plunger stopper. Repeating the priming steps will move the plunger rod into contact with the cartridge plunger stopper. Once in contact the plunger rod will push the cartridge plunger stopper forward, forcing insulin to flow through the needle.

5. What do I need to do if the set dose is lower than the desired dose?

Turn the dose knob to a higher number until the correct dose is set. Check on the dose window that the desired dose has been reached. Dose correction takes place without any drug loss. Ensure to do this before you press the injection button. Do not push the injection button while turning, as insulin will come out. The dose cannot be changed during injection.

6. What should I do if the dose knob stops rotating before it reaches the required number of units?

This is because either you are trying to select more units of insulin than is left in the cartridge or you are trying to select a dose larger than 60 units.
For example, 22 units are required and only 15 units are left in the cartridge, the dose knob cannot be dialled beyond 15 units. If the dose knob is forced beyond 15 units (in this case), the pen can be damaged.
Inject the 15 units remaining in this cartridge. Then insert a new cartridge and follow steps 1 to 13 to deliver another 7 units, so that in total you receive 22 units.

7. What do I do if the injection button stops during the injection and 0 is not indicated after an injection?

This means that you have not received the selected dose of insulin. Do not try to force the injection button down.
There may be several reasons for such an incident:

During the injection you may have not pressed the injection button long enough. Ensure that you press the injection button for 10 seconds. Pressing on the edge of the dose button can lead to injection blockage.

Your needle may be blocked. Change the needle and check the insulin flow (prime) select the number of remaining units you need to complete your previous dose and inject.

If the step above does not work then it is possible that the cartridge is blocked. In this case, use a new cartridge. If the problem persists, then get in touch with our customer service ‘Winning with Diabetes’, the details of which are provided at the end of the user manual.

8. Why can I not dial the dose to use the small amount of insulin that remains in my cartridge?

INSUPen® is designed to deliver at least 300 units of insulin. INSUPen® design prevents the cartridge from being completely emptied because the small amount of insulin that remains in the cartridge cannot be delivered.