Overview
Use this article to understand why your order status displays "Action Needed," how to provide requested details, what happens if Previous Use Evidence (PUE) cannot be supplied, and what to expect during the clinical review process.
Why Additional Information May Be Required
MedExpress operates under strict clinical guidelines to ensure that all prescribed treatments are safe and appropriate for you. Our medical team may request additional details for the following reasons:
Medical History Clarification: Further details or clarification regarding answers provided in your online consultation.
Previous Use Evidence (PUE): Documentation showing prior medication usage within Germany if you are transitioning from another provider or requesting a higher maintenance dose.
Identity and Age Verification: Official photo ID to verify your identity and age.
Weight Verification: A photograph to confirm your current Body Mass Index (BMI) for specific treatments.
What Happens If Previous Use Evidence (PUE) Cannot Be Provided?
If you are requesting a higher dose of a weight management treatment and cannot provide valid German Previous Use Evidence (PUE):
Restart Treatment at Initial Dose: In line with clinical safety guidelines, you will be required to restart treatment at the initial starting dose (0.25 mg for Wegovy® Pen, 1.5 mg for Wegovy® Tablet, or 2.5 mg for Mounjaro® Pen).
Order Cancellation & Refund: Alternatively, if valid documentation cannot be provided and you do not wish to restart at the initial dose, you may choose to cancel your MedExpress order and receive a full refund.
How to Provide the Requested Information
Check the email address registered to your MedExpress account (including Spam, Junk, or Promotions folders) for a message from our clinical team.
For Clinical Questions: Reply directly to the email sent by our clinical team.
For Documents or Photos: Use the secure link provided within the email to upload files directly.
Note: Please review the email carefully and follow all provided instructions to prevent unnecessary processing delays.
What Happens After You Respond
Once you have replied to the email or uploaded your required documents:
Review Period: The medical team typically reviews submitted information within 1–2 working days.
Status Updates: Your account status will remain "Action Needed" while your submission is under review. It will update automatically once the clinician verifies your information and approves the prescription.
Avoid Duplicate Submissions: Please do not send multiple emails or re-upload documents, as duplicate submissions can cause delays.
Monitor Your Inbox: Keep an eye on your email in case the clinical team requires any further clarification.
Troubleshooting Missing Emails
If you cannot locate the email from our clinical team:
Confirm that the email address associated with your MedExpress account is correct.
Search your inbox for terms related to MedExpress or your order.
Check all secondary inbox categories, including Spam, Junk, and Promotions folders.
If you still need help after reviewing the information above, additional assistance is available.