My pharmacy didn’t receive my prescription. Can it be resent?
On rare occasions, your pharmacy will say that they didn’t receive your prescription.
Start by calling the pharmacy to confirm. Pharmacy apps and automated phone lines are often out of date on prescription status.
Once someone at the pharmacy confirms it verbally, start a chat in the mobile app or web portal. The Care Team will contact your pharmacy, find out what's needed, and keep you updated on next steps.
How do I get an error on my prescription corrected?
Prescription errors like the wrong dose, the wrong quantity, or incorrect information on the prescription can usually be fixed by your provider and the Care Team
Check your appointment notes in the mobile app or web portal and compare them to the prescription. For example, your notes may say 30 tablets, but only 15 were sent.
If they don't match, start a chat in the mobile app or web portal.
The Care Team will keep you updated. You'll get a notification in your Secure Care Inbox when the new prescription is sent.
Important note: Please allow 3 business days for your provider to correct and resend a prescription.
I only received part of my prescription. How do I get the rest?
What to do depends on whether your medication is a controlled substance.
Non controlled substances
Partial fill prescriptions for non controlled substances are rare. In most cases, the pharmacy can fill the rest without a new prescription from your provider.
If you run into any issues, please start a chat with the Care Team via mobile app or web portal.
Controlled substances
Pharmacies sometimes fill only part of a prescription when they're low on stock, and most will fill the rest once they restock. If yours can't, here's what to do:
Take clear photos of your prescription bottle label. Make sure they show your name, your provider's name, the medication name, the dates it was prescribed and dispensed, and the total amount dispensed.
Start a chat in the mobile app or web portal, let the Care Team know you only received part of your prescription, and send the photos. The Care Team will pass them to your provider for review.
If your provider approves, they'll send a new prescription for the remaining amount. You'll get an update in your Secure Care Inbox. Call the pharmacy to confirm it's ready before you go to pick it up.
Important note: Your pharmacy may ask you to use your initial supply first. For example, if you received 10 of 30 tablets, they may want you to finish those 10 before filling the remaining 20.