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The pharmacy says it did not receive my prescription

When you ask a provider’s storefront to review a prescription online, you name the pharmacy that should receive it. If a doctor signs it, the prescription is emailed straight to that pharmacy — not to you. Sometimes the pharmacy says it never arrived. Here is what to do, in order.

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Ask the pharmacy to check its spam folder

Before anything else, ask the pharmacy to look in its spam or junk folder. That is where a delivered prescription most often goes missing, not in transit. The email we sent you when your prescription was sent to the pharmacy quotes the exact subject line used in the email the pharmacy received, so open that email and read the subject out to them — it tells them exactly what to search for. If the pharmacy still cannot find it, it can fetch the prescription itself. The same email that told you your prescription had been sent also contains a link and a short code, formatted like K7M4-RQ2P. Hand the pharmacy both. The link opens a form; the code is what that form needs to find your prescription. Neither one on its own is enough.
Not every delivery email includes this link and code: it depends on us holding a date of birth for you, so if your storefront never asked for one — or asked but it is not on file — this credential cannot be issued, and the email will not contain one. In that case, checking spam and contacting support (below) are still open to you.

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What the pharmacy will be asked for

Opening the link brings up a short form with two fields: the code, and your date of birth. The pharmacy needs both — the code by itself does not identify a prescription to anyone who does not also know when you were born.

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How long it works

The code fetches your prescription once. As soon as the pharmacy has downloaded it, the code is used up, whether or not anything was printed or saved on the pharmacy’s end. It also expires on its own 14 days after it was issued, whichever comes first. Ten wrong attempts at the date of birth also end it, as a safeguard against someone who has the code but not the date of birth guessing their way in.

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If it has expired or already been used

Contact us and we will send you a new code by email right away. The old one stops working the moment the new one is issued, so only one is ever live at a time. Whoever issues it on our side never sees the code itself — it is written straight into the email that is sent to you.

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For pharmacists: is this legitimate?

A patient has given you a link and a code, and you want to be sure before you rely on it. The link opens a page at api.rxscale.com, on a path that starts /v1/doctor/download/code. If the address you were given does not match that host, do not use it. The page itself names RxScale and links back to this help page, so you can check the page as well as the address before typing anything into it. Small links at the bottom switch it between German and English. The form on that page asks for only two things: the code and the patient’s date of birth. RxScale never asks a pharmacy to log in, enter a password, or pay anything to release a prescription through this flow. There is no account and no payment step anywhere on that page.
If a link or page claiming to be this flow asks for anything else — a password, a payment, a login — do not use it, and contact RxScale support before acting on it. But do not simply discard a message you cannot verify either: a prescription that goes undelivered because a genuine link was treated as phishing is exactly the problem this feature exists to solve. When in doubt, contact your RxScale account manager or our support team and ask.