What can I do when the pharmacy says they didn't get the prescription?

Sometimes pharmacies may not be able to locate a prescription after it's been successfully transmitted. This is most often due to them inadvertently deleting them, especially in the case of triplicates.  Here's a troubleshooting checklist:

1. Go to ''Prescription Report'' and confirm that the Rx has been successfully transmitted and not since cancelled. Click here to learn how to access the ''Prescription Report'' section on a patient's chart. 

2. If you see that the Rx was successfully sent, then send us an email or chat with us and provide us with the prescription's serial number. Click here to learn how to find a prescription's serial number. 

3. We will pass this on to DrFirst and they will have Surescripts run an audit if you send us this info within 5 business days from the date the prescription was sent. It usually takes 24 to 48 hours to receive a response.

Note: 99% of audits that have been run have shown that the prescription was mistakenly deleted by the pharmacy, or the pharmacy had it but couldn't find it. 

If you have any questions, please contact us.