This page will go over in-depth about any errors you may receive when placing your refills on our Web Pharmacy or mobile app
If the prescription in question is urgent and you need it filled ASAP, please call your pharmacy directly.
I am getting an error that says "your order could not be processed" after I submit the refill request
First, please check that the pharmacy location you've entered for this order is the same pharmacy where the prescription was last filled. The error can come up if you're trying to fill at a different location.
If you want to change the pickup store, please call the pharmacy directly.
If the location is the same pharmacy where the prescription has always been filled and it is not expired, please contact our support team directly so we can troubleshoot further.
Prescriptions that are enrolled for automatic refills can also show this error when you try to order, since they are meant to be filled by the pharmacy.
I've submitted the refill, but the page says that my doctor will need to be contacted.
If the prescription is expired or has no refills remaining, the pharmacy will need to contact your provider to authorize the refills.
If the prescription status does not update within 48 hours, please follow up with your pharmacy directly.
I am out of my prescription, but the error says that it was too soon to refill
You can generally order your refill once it falls within 7 days of the upcoming fill date. If you are out of your medication and the upcoming refill is more than a week out, please call your pharmacy directly.
Our system calculates the next refill date based on the last sold date, the quantity filled, and the dosage information entered by your pharmacist. If you find that you are consistently running out by the time you can order your next refill, please have your pharmacy double check how they've been entering the prescription.
If the pharmacy confirms that your prescription is entered properly, such as the days-supply and other parameters, please reach out to us so we can troubleshoot.
For instance, our system may be defaulting to a partial fill or your account may not be receiving updates from your pharmacy's computer.
I do not see an "order refill" button or I am seeing "request new Rx" for my prescription
Certain prescriptions are not eligible to be filled online, such as controlled substances. If you are not seeing any options to order the refill, the prescription may be required to be called in at the pharmacy.
Other prescriptions may not show the option if they are not due to be filled at this time. You can click on the specific prescription and see if it shows an upcoming refill date under the Drugs Details page.
If you see 'Request New Rx' button, the prescription may either be out of refills, or it may be a type of medication that will always require a new fill each time depending on state or federal laws.
Mobile App only: I am getting a blank white page with html codes in the header
If you are being redirected to a blank page after submitting your information with a string of html codes such as the following image, please uninstall and reinstall the app first. If the same behavior comes up, contact our support team for further troubleshooting.
This sometimes happens when your account stops communicating within our system and we have to remove it. This does not affect your prescriptions and they will still be in the system when you re-register.