I received an error message after replying with Y to the text I received. What should I do?
In your text message reply, please use only the character Y without any additional characters or spaces.
If applicable, please deactivate any signature that may be attached to your text messages.
I replied with '123' and I got an error message that my response was not recognized.
Our text messaging system looks for the number that was listed in the initial message. If you receive more than one refill reminder, you will need to reply to each message separately in order to place the refills.
For example: if you get two messages, and the first says “Reply with 1 to refill” and the second says “Reply with 2 to refill”, you should reply with 1, and then press send. Then, respond with 2 and press send.
If you send words, characters, or spaces, the automated system will not understand the command and therefore the refill will not go through.
I received a refill reminder a while ago and replied correctly, but I still got an error message.
When the refill reminder is first sent, you have 10 days to reply to it before the window closes. Once the 10 days have passed, you will need to either call the pharmacy to place the refill or go to the pharmacy website to order it. Please note: you will need the Rx number to refill it online.
I replied correctly to the refill reminder, but I received an error my response was not recognized
First, please doublecheck your message bubble and see if there might be an extra space proceeding your response or after it. If you are not able to discern whether or not you've accidentally entered a space, please try texting the number again.
If you still get an error, please try texting the Rx number to the shortcode. Your pharmacist can provide you with the prescription number if you do not have it on hand.
Please reach out to us so we can troubleshoot further why the initial response was not accepted.
I replied correctly, but did not receive any response nor a confirmation text
If you did not receive a response from our shortcode number after replying, please check if your message was delivered. Some carriers can block shortcode numbers and prevent outgoing messages.
If the message shows as delivered and you do not receive any response after ten minutes, please contact us directly for further troubleshooting
I am receiving ready for pickup texts, but not refill reminders
Reason | Solution | Next Steps |
The prescriptions may be enrolled for automatic refills, which means you will not receive any refill reminders for those meds because they are meant to be automatically filled by your pharmacy.
| If you prefer to fill on your own schedule, please call your pharmacy directly to remove any prescriptions from their automatic refill program. | Contact our support team if you do not receive refill reminders after the pharmacy removes the prescriptions from automatic refills |
If the prescriptions are not enrolled for automatic refills and you're having to call the store to order them, there may be an issue with how your prescriptions were entered by the pharmacy.
| Please have your pharmacist double check what they are entering for your scripts.
| Contact us if the pharmacy confirms that the days-supply and other parameters are updated but you do not receive refill reminders next time the scripts are due to be filled |
Your account settings may have refill reminders disabled | If you have an account on the pharmacy website or mobile app, log in and click on Reminders --> Refill Reminders, and select the prescriptions you would like to receive reminders. | Contact us if you're not receiving refill reminders next time you have prescriptions due for a refill |
Your prescriptions may be considered a controlled substance
Per federal law, we cannot send refill reminders for controlled substances, so you will only receive pickup reminders | Call the pharmacy and they can confirm which prescriptions fall under controlled substances. | Contact us if the pharmacy confirms that your prescriptions are not controlled. |
I've received a confirmation after I've sent my response to the refill reminder, but I haven't received a pickup notification.
If you have not received a ready for pickup text message, your pharmacy may still be working on it. Delays may be due to the medication being out of stock, pending approval from your provider/insurance, or other issues.
If it has been more than 48 hours, please contact your pharmacy for updates on the status.
Don't hesitate to contact our support team if the pharmacy has shared that your prescription is ready for pickup and you did not get a text message for it.
I am enrolled for text messaging services, but I have not received any notifications
Please try texting H or P to our shortcode number. If you get an error message that stated your mobile number is not verified, please text the letter Y
If you received a link after texting the letter, please contact us so we can troubleshoot further.
If your response shows a red error underneath such as "failed to deliver," this indicates that our shortcode number may be blocked on either your phone or mobile plan. Please contact your cell phone carrier and ask them to unblock the shortcode.
I replied with 'CANCEL' to a pickup reminder and received a message that I am now unsubscribed?!
Our pickup notifications are automated and do not prompt for a response. Replying with words such as 'cancel' or 'stop' will result in your account being deactivated for texts. Other responses will throw an error message.
If you had replied with 'cancel' or 'stop' to message, please call your pharmacy directly to be re-enrolled for text alerts.
Whenever you receive a pickup notification and you do not need that particular prescription filled at this time, you will need to call your pharmacy and have them cancel that fill. They can also either discontinue the medication if you are no longer taking it or remove it from automatic refills if you did not order the fill.
I am receiving notifications for prescriptions I do not take and it is addressing someone that is not me
Please reply with STOP to the text messages and then reach out to us so we can remove your phone number from our system. Sometimes the phone number is mistyped when a patient signs up for our text messaging services.
If you are also a patient, you will still receive notifications for your own prescriptions as we are only removing your phone number from the other person's records.