Every MedExpress order is reviewed by a clinician before it can be approved and dispatched. If your order is on hold, this means MedExpress needs additional information to safely complete your prescription.
Overview
Use this guide to understand:
Common reasons why your order may be on hold
What you need to do next
Where to find the full requirements for documents and evidence
Common reasons why an order is placed on hold
Your MedExpress order may be placed on hold for one of the following reasons:
Identity verification
Weight verification
Proof of previous treatment
Medical clarification
What you need to do
If your MedExpress order is on hold:
Check your email for a message from the clinical team.
Follow the instructions in the email.
Submit any requested information or documents as soon as possible.
You can submit the requested information by:
Replying directly to the email
Uploading documents through your MedExpress account dashboard
Your order cannot proceed until all requested information has been submitted and successfully reviewed.
What happens next?
Once you have submitted the requested information:
The clinical team will review it
Your order status will update automatically once the order has been approved
Key takeaway
An order being on hold means MedExpress needs additional information.
Your order cannot proceed until the requested information has been provided.
Check your email and carefully follow the instructions from the clinical team.
If you still need help after reviewing the information above, additional assistance is available