Overview
If you are unable to use the patient dashboard to upload your verification photo, alternative methods are available to ensure your documentation is received by MedExpress and your order can proceed.
Use this article when you want to:
Submit your verification photo by replying to a MedExpress email
Submit your verification photo using MedExpress Live Chat
Make sure your verification photo meets the requirements for a successful submission
Reply via Email
The simplest way to provide documentation is to reply directly to an email MedExpress has sent you about your order.
Convenience: Whether the email is a clinical message requesting action from you or a general update about your order, simply attach your verification photo to your reply.
Reference: Replying to an existing email ensures your verification photo is automatically linked to the relevant order and your account history. Replying to an existing email is an efficient way to help resolve a hold on your order.
Submit via Live Chat
You can upload your verification photo directly through MedExpress Live Chat.
Uploading your file: Open the Live Chat window on the MedExpress website and select the paperclip icon to attach and upload your verification photo.
What happens next: A MedExpress support agent will confirm they have received your verification photo and ensure your verification photo is added to your clinical documentation for review.
Important tips for a successful submission
To avoid your verification photo being rejected or causing further delays to your order, please ensure:
Clarity: Your verification photo is clear, well lit, and not blurry.
Requirements: Your verification photo meets the requirements for its type, for example fitted clothing for weight verification photos, or all four corners of the ID document visible for ID verification photos.
Format: Use a standard image format such as JPEG or PNG.
Need Further Support?
If you still need help after reviewing the information above, additional assistance is available.