Troubleshooting

Something not working as expected? Start here. If you can't solve it, email us at support@olapen.com and we'll help.

The pen won't turn on or run

  • Charge it. Connect the charger and leave the pen to charge fully. A fully charged Olapen runs for up to four hours.
  • Check the charging connection. Make sure the cable is pushed in fully at both ends, and try a different plug socket or USB adapter.
  • Check the power button. Make sure you're pressing it as described in your instructions.
  • Check the cartridge. Some pens won't run smoothly if the cartridge isn't seated properly. Remove it and refit it.

A cartridge won't click in

  • Check it's an Olapen cartridge. Olapen cartridges are designed for Olapen only, and other brands won't fit.
  • Line it up. Make sure the cartridge is straight and aligned with the connector before pushing it on. Don't force it.
  • Check for damage. A cracked or misshapen cartridge may not fit. Use a new one.
  • Check the connector. Make sure there's nothing blocking it, such as dried serum. Wipe it gently with an alcohol wipe and let it dry.

The pen sounds or feels different

  • If the pen rattles, grinds or the needles don't move smoothly, switch it off and fit a new cartridge.
  • If the battery runs down quickly, charge it fully and avoid leaving it fully drained for long periods.
  • If the problem continues with a new cartridge, stop using the pen and contact us.

It feels scratchy or drags on the skin

  • Add more glide serum. Dry skin makes the pen drag.
  • Check you're holding the pen at 90 degrees and not pressing down.
  • Lower the speed for more control.
  • Check the cartridge for damage, and replace it if needed.

I'm seeing more redness than expected

Some redness is normal and usually settles within 24 to 72 hours. If you're seeing more than that, check:

  • Depth: on the face, stay at 0.6mm.
  • Passes: a few passes per section is enough.
  • Pressure: let the pen glide without pressing.
  • Timing: make sure your skin had fully recovered from the last session. See how often to microneedle.
  • Products: retinoids, acids, fragrance and strong vitamin C before or after a session can all increase irritation. See what to use with your Olapen.

Follow our aftercare guide and let your skin settle. If redness, swelling or pain gets worse or lasts more than a few days, or you notice signs of infection, stop and speak to a pharmacist, GP or other healthcare professional.