Common Questions

The pharmacy partner handles this, not the platform team.

• Cancellations, delays, missing shipments, and wrong quantities go to the pharmacy.
• Open a support ticket from the Support page.
• In the ticket, say it is about a prescription or a shipment.
• Add the patient's name and the order so they can find it fast.

See Get Help for the ticket steps. See Prescriptions & Refills for daily tracking.

Most of the time, the patient has not finished their intake forms.

• An order waits until the patient finishes every required form.
• This includes an ID check when one is required.
• Open the patient's profile and check their forms.
• Re-send a missing form, or void a duplicate so reminders stop.
• Still stuck after that? Open a support ticket with the patient and order.

See Track Orders and Unblock Patients.

Tracking numbers come from the pharmacy, not from you.

• The number appears on the order once the pharmacy ships it.
• The patient also sees it in their portal.
• If the order shows shipped but has no number, open a support ticket.
• Tell patients not to use a PO box. Pharmacies do not ship to PO boxes, and the order stalls with no error.

See Track Orders.

Start by sending a fresh login email.

• Old login links expire. Many patients reuse an old one.
• Send a new login email from the patient's profile.
• If patients cannot find the sign-in button, check your brand color. A very light color can hide the button.
• If a patient is stuck on an ID step or a form field, take a screenshot and open a support ticket.

See Unblock Patients and Brand Your Portal.

The Messages tab is a setting you control.

• Go to Settings, then Patient experience.
• Open Patient navigation. This turns patient tabs on or off.
• Turn Messages on if you want every patient to have it.
• You must be a Client Admin to change this.

See Messages & Calls and Portal Layout.

No provider has open times for that patient right now.

• Booking times come from your provider network (the medical team that employs the doctors).
• If no assigned provider has open times, patients and staff see no slots.
• Ask your provider network to add availability for the patient's state.
• If they add times and slots still do not show, open a support ticket.

See Schedule Visits.

Open the patient's profile and cancel it there.

• Go to the patient's profile.
• Open the Visits tab.
• Cancel the visit you do not need.
• Do this when a patient double-books, or a visit was made by mistake.

See Schedule Visits.

Check three things in order: forms, visit, then payment.

• Forms: open the patient's profile. Unfinished required forms can block checkout.
• Visit: some states need a live video visit before some purchases. If the patient is asked to book and sees no times, the real problem is provider availability.
• Payment: if the card keeps failing on a clean order, your payment processor may be set up wrong. Open a support ticket with the patient's name and a screenshot of the error.

See Connect Payments and Unblock Patients.

In the patient portal, they buy one product at a time.

• You can bundle several items into one Package. Then it is one purchase.
• A true multi-item cart needs the client API and hosted checkout (a ready-made payment page) on your own website.
• For portal-only setups, build a Package for common combinations.

See Add Products and API Keys.

Yes. You can connect your products to your own website.

• The simple way needs no developer. Copy a checkout link and paste it into a button on your site.
• The advanced way uses the client API and storefront keys for a full cart.
• Find keys and hosted checkout under Settings, then Developers.
• Checkout links do not take real payments while your payment processor is in test mode. Turn it on first.

See Connect Website and API Keys.

Your OnlyScripts pharmacy connection is not active yet.

• The Formulary page (your medication menu) is hidden until OnlyScripts is on.
• Connect OnlyScripts on the Integrations page.
• Make sure your pharmacy payment method is saved.
• The Formulary page appears once the connection turns on.

See Pair Medications.

Pairing only works for medicines in your pharmacy's catalog.

• If an item has no price or is not pairable, the fix is on the catalog side.
• Open a support ticket to have the medicine added or corrected.
• You can also ask your provider network.
• Once the catalog updates, the item becomes pairable in your formulary.

See Pair Medications.

Your provider network turns labs on for your account first.

• Labs are switched on for your whole organization, not per product.
• You also need your platform payment method connected.
• See zero labs or an approval message? Ask your network contact.
• You can also open a support ticket to get labs turned on.

See Set Up Labs and Approve Lab Orders.