Contact the pharmacy and ask a person why your prescription is not ready. Then get in touch with support and share what the pharmacist said.
Looking for something else?
Which pharmacies can fill a controlled substance: Which pharmacies fill controlled substance prescriptions
Send it to a different pharmacy: How to send a prescription to a different pharmacy
How long a request takes: How prescription requests work
A refill, including one you need early: How medication refills work
Your insurance needs to approve it: How prior authorizations work at Circle Medical
What if the pharmacy is out of stock?
Wait up to 7 calendar days for your pharmacy to restock before you ask for a reroute.
Ask your pharmacy when they expect your medication. If they have no restock date, get in touch with support and ask for a reroute.
Waiting is often faster than a reroute. A controlled substance cannot be transferred between pharmacies, so your provider has to cancel the prescription and send a new one. That takes the usual request time in How prescription requests work.
If a generic, or other strengths that add up to your daily dose, are available, ask support for a rewrite. When a rewrite needs an appointment is in the same article.
What if the pharmacy will not fill it?
Get in touch with support and include the reason the pharmacist gave you. Common reasons are that the pharmacy requires an in-person appointment, is not accepting new patients for controlled substances, only fills within a set distance, or does not carry the medication. Specialty, hospital, and compounding pharmacies often do not fill controlled substances. If the pharmacy says the prescription has expired, see How medication refills work.
What if the pharmacy needs more information?
Get in touch with support and quote what the pharmacy asked for.
They may ask about a dose change, your appointment date and type, your insurance, or the directions on the prescription. After the support team replies, call the pharmacy to confirm they have what they need.
What if the pharmacy did not receive it?
Ask a person at the pharmacy to confirm it was not received, then get in touch with support and ask for a resend.
The support team contacts the pharmacy and tells you the next step via chat.
What if the dose or quantity looks wrong?
Compare the prescription with your appointment notes, then get in touch with support if they do not match.
You get a Secure Care Inbox notification if your provider sends a new prescription.
What if I only received part of it?
For a non-controlled medication, the pharmacy can usually fill the rest without a new prescription. Get in touch with support if they cannot.
For a controlled substance:
Take clear photos of the bottle label. Include your name, your provider's name, the medication, the dates it was prescribed and dispensed, and the amount dispensed.
Get in touch with support, say you received a partial fill, and send the photos.
If your provider approves, they send a prescription for the rest. The pharmacy may ask you to finish what you already have first.
What if the pharmacy says a prior authorization is needed?
Your insurance has to approve the medication first. Who submits it, how long it takes, and what to do if it is denied are in How prior authorizations work at Circle Medical.
What if the pharmacy says it is too soon to fill?
The pharmacist decides when a prescription can be filled early.
An early refill must be discussed with your provider during an appointment. See How medication refills work.