Waiting on a prescription can be stressful, especially when you need your medication. Here's what to do if your provider hasn't sent your prescription or you're having trouble picking it up.
Key Points
Your first step is always to contact your provider through the client portal. Providers are expected to respond within 1–2 business days.
If your prescription was sent but hasn't arrived, contact your pharmacy directly — they may need additional information.
To send your prescription to a different pharmacy, message your provider with the new pharmacy's name, address, and phone number.
If your provider hasn't responded after 48 hours, contact the Support Team for help.
🚨 Emergency needs: If you're experiencing a medical or mental health emergency, call 911 or go to the nearest emergency room. Additional emergency resources are available here.
1) Contact your provider
Contact your provider through the messaging feature in your client portal. Unless your provider has shared an alternate contact method, the portal is the most direct and trackable option. Providers are expected to respond to portal messages within 1–2 business days.
When you reach out, include:
The name of the medication you're waiting on
Your preferred pharmacy name, address, and phone number (if you need to change it)
Whether you have an urgent need or are running low on your current supply
2) Check with your pharmacy
If your provider has confirmed the prescription was sent, contact your pharmacy directly to check on the status. Pharmacies may need additional information — such as your date of birth or insurance details — before they can fill it. Processing times vary by pharmacy, but most prescriptions are ready within 24–48 hours of being sent.
If you'd like your prescription sent to a different pharmacy, message your provider through the client portal with the new pharmacy's name, address, and phone number. Only your provider can update where your prescription is sent.
3) Contact the Support Team
If it has been more than 48 hours since you messaged your provider and you haven't received a response, contact the Support Team for help. The Support Team can follow up with your provider on your behalf — though keep in mind that only your provider can send or update a prescription.
If you feel your provider isn't meeting your needs, the Support Team can also help you request a rematch with a new provider.
To reach the Support Team, log in to your client portal and select the Help Widget in the lower-right corner of the screen.