Novo Nordisk Customer Care: How to Get Fast, Reliable Support

Novo Nordisk’s customer care teams handle everything from product handling questions and device troubleshooting to affordability programs and safety reporting. Whether you’re using insulin (e.g., Tresiba, Levemir, NovoLog), GLP‑1 treatments (e.g., Ozempic, Wegovy, Rybelsus), or obesity-care therapies, knowing exactly how to reach the right team—and what information to have ready—will save you time and help resolve issues on the first contact.

Below you’ll find precise contact details (U.S. and global), what customer care can and cannot do, practical timelines and expectations, and step‑by‑step tips to make your interaction more efficient. All information here focuses on official, public channels used by Novo Nordisk, and processes patients, caregivers, and healthcare professionals rely on every day.

When to Contact Novo Nordisk Customer Care

Contact customer care immediately if you suspect a device or product quality issue (for example, a pen that won’t dose, unusual appearance of medication, or a packaging integrity concern), if your medication was exposed to temperatures outside the labeled range, or if you need guidance on product handling. Common storage timelines many callers ask about include: Tresiba (insulin degludec) pens in use for up to 56 days at room temperature (below 86°F/30°C), NovoLog (insulin aspart) pens or vials typically 28 days in use at room temperature, and Ozempic pens up to 56 days after first use; always confirm the exact limits in your product’s Prescribing Information and follow your prescriber’s advice.

For affordability, insurance, and pharmacy access questions, Novo Nordisk’s patient support platform (NovoCare) can help determine eligibility for copay savings, patient assistance, and special insulin programs (including monthly fixed-price options). Customer care can also route you to medical information specialists for product-specific clinical questions and to safety teams for reporting adverse events or product complaints.

Official Contact Details (U.S. and Global)

Use official phone numbers and websites to protect your privacy and ensure you’re speaking with authorized representatives. Keep your medication nearby when you call; the team will often ask for the product name, concentration, NDC, lot number, and expiration date printed on your box or pen.

• U.S. Customer Care and Medical Information (toll-free): 1-800-727-6500
• U.S. Headquarters: One Novo Nordisk Way, Plainsboro, NJ 08536; main switchboard +1 609-987-5800
• Patient affordability and access (NovoCare): www.novocare.com
• U.S. company information: www.novonordisk-us.com
• Global headquarters: Novo Nordisk A/S, Novo Allé, 2880 Bagsværd, Denmark; main +45 4444 8888
• Global contact directory: www.novonordisk.com/contact-us
• Adverse event reporting in the U.S.: call 1-800-727-6500 and/or report to FDA MedWatch at 1-800-FDA-1088 or www.fda.gov/medwatch

If you’re outside the U.S., you’ll be served by your local Novo Nordisk affiliate; start at the global contact directory to find country-specific phone numbers, hours, and languages. For product or safety inquiries, you can call your national line directly; they will create a case number and coordinate any needed follow-up locally.

What to Expect: Hours, Routing, and Follow‑Up

When you call 1-800-727-6500 in the U.S., an interactive voice response (IVR) system will route you to Medical Information, Customer Care, or Safety/Quality. Expect to provide: who you are (patient, caregiver, healthcare professional), the product name/strength, and a brief description of your question. For quality complaints (e.g., pen won’t click, plunger stuck, cloudy solution when it should be clear), the agent will open a formal case and may ask for photos and storage details. You’ll be given a case number for tracking.

Follow-up depends on the issue. Medical information teams typically provide on-the-spot, label-based guidance or send documents by secure email. Quality teams may arrange to retrieve a sample for investigation; in certain cases, they can coordinate a replacement through your pharmacy once eligibility is verified. For safety reports (adverse events), you’ll be asked for event details, timing, and outcomes; reporting takes about 10–15 minutes depending on complexity.

Common Issues Customer Care Resolves

Product handling and storage: Agents can walk you through label-approved storage and in-use time limits, including what to do after a temperature excursion. Example inquiries include “My Ozempic was left out overnight—can I still use it?” or “How long can a Tresiba pen remain unrefrigerated once opened?” While general guidance is available, final decisions should follow your prescriber’s advice and the product label.

Device troubleshooting and quality complaints: For pens that appear jammed, leak, or dose inconsistently, customer care will review technique (e.g., needle attachment, priming steps, injection hold time) and document the issue if a product complaint is suspected. Keep the device and packaging; you may be asked for lot numbers or to return the device for evaluation.

Access and affordability: Customer care can direct you to NovoCare for copay savings, patient assistance, and insulin affordability programs. They can also help interpret common pharmacy rejection codes, advise on prior authorization support resources for prescribers, and point to product availability updates when supply constraints exist.

Documentation to Have Ready (Saves 5–10 Minutes per Call)

Preparing the following before you call reduces back‑and‑forth and speeds up resolution. This information is especially important for quality or safety cases and for affordability assessments.

• Product specifics: brand, strength/concentration, delivery form (pen, vial, cartridge), NDC, lot number, expiration date
• Event details: what happened, when, any storage temperatures/time out of refrigeration, and whether dosing was missed
• Photos: clear images of the device, packaging, lot/exp date, and any visible defect or error message
• Pharmacy and purchase info: pharmacy name/phone, date filled, prescription number, and receipt (if available)
• Patient basics: date of birth, contact info; for HCPs, include practice name and NPI if discussing office stock
• Insurance: plan name, BIN/PCN/Group, ID number (for savings/copay questions via NovoCare)

Never email protected health information unless the channel is confirmed secure by the agent. If you’re unsure, ask the representative to send a secure link for file upload or to collect information by phone.

Affordability and Patient Assistance (U.S.)

NovoCare (www.novocare.com) centralizes affordability options, including copay cards for eligible commercially insured patients, a patient assistance program (for those who meet income and coverage criteria), and fixed‑price insulin offerings. Many GLP‑1 copay programs, when available, can bring eligible patients’ costs as low as $25 per prescription, subject to maximum monthly savings and program terms that may change over time.

Insulin support highlights: Novo Nordisk’s My$99Insulin program offers, for eligible patients, up to 3 vials or 2 packs of pens (of select insulins) for $99 per month—details and enrollment are at novocare.com. In addition, effective 2024, Novo Nordisk reduced U.S. list prices of several insulins by up to 75%, helping lower cash prices at the pharmacy counter; your actual out‑of‑pocket cost will still depend on insurance design, pharmacy pricing, and state programs.

If you’ve had a sudden coverage gap (job loss, plan change, prior authorization delay), ask about bridge options that can provide short‑term access while benefits are sorted out. Customer care can explain eligibility, required documentation, and how quickly pharmacies can process these solutions.

Safety, Quality, and Regulatory Reporting

If you experience an adverse event (side effect, unexpected reaction, or potential medication error), report it to Novo Nordisk at 1-800-727-6500 and to FDA MedWatch at 1-800-FDA-1088 or www.fda.gov/medwatch. Be ready to describe symptoms, timing relative to dosing, other medications, and any medical care received. Reporting helps the company and regulators monitor product safety in real‑world use.

For suspected counterfeit products or tampering, do not use the product. Keep it in a safe place and contact customer care immediately with the pharmacy name and purchase details. The safety/quality team will advise next steps, which may include an investigation and coordination with the dispensing pharmacy and authorities.

International Customers and Local Affiliates

Outside the U.S., your first stop is the global directory at www.novonordisk.com/contact-us. Select your country to find local phone numbers, office addresses, and hours of operation. Many affiliates offer support in multiple languages and can connect you to national patient assistance or reimbursement resources where available.

If you travel with temperature‑sensitive medicines, ask your local affiliate for country‑specific travel letters, replacement options for device failures abroad, and best practices for maintaining the cold chain. Always carry products in original packaging with visible lot and expiration and keep a copy of your prescription when flying.

Bottom Line

Use the official lines above, have your product and details at hand, and ask for a case number before you hang up. For affordability, start with NovoCare and bring your insurance information. For safety or quality concerns, report promptly—comprehensive details help resolve cases faster and protect patients worldwide.

Who do I contact if my Wegovy pen malfunctions?

833-934-6891
If your pen isn’t working correctly, please call 1-833-4-WEGOVY. What should I do if the liquid in my Wegovy® pen is cloudy? Do not use Wegovy® if it is not clear and colorless. Safely throw away the Wegovy® pen and contact our Patient Customer Care Center at 833-934-6891 for a replacement.

How do I contact Novo Nordisk customer service?

1. For general Novo Nordisk questions, please call 1-800-727-6500.
2. For product inquiries, please call 1-800-727-6500.
3. For obesity product supply updates, check here.
4. To report a side effect or product complaint, please click here or call 1-800-727-6500.

How do I contact Novo customer service?

Contact Us

1. Call The Novo General Information & Box Office: 213-765-7000.
2. For press/media inquiries, please email: [email protected].
3. For Rental Options and Availabilities, please contact Dawn Olson: [email protected].
4. Write to: The Novo. 800 West Olympic Blvd. Suite A335. Los Angeles, CA 90015.

How do I contact Novocare?

For patients with diabetes, please call 844-Novo4Me (844-668-6463) to discuss other options that may be available. For patients with obesity, growth-related disorders, or hemophilia and bleeding disorders, please contact your prescription insurance provider to discuss options.