Why is my electronic prescription not working?

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eScripts are quick, secure, and generally very reliable. But like any technology, things can go wrong from time to time. If you receive an electronic prescription (eScript) from Qoctor, it will normally arrive as an SMS (text message) on your phone, or by email, if you chose that option. Open the SMS and present it in person at your local pharmacy, where the pharmacist can scan the barcode contained in the message.

What to do if the eScript “won’t scan”?

When an eScript “won’t scan” there are a few possible reasons. Try to get as much information from the pharmacy as you can, so the issue can be figured out.

If an “error message” pops up on the pharmacy’s system, that may tell you and the pharmacist the exact problem – it is helpful to note this down, or take a photo of it, as Qoctor can investigate the issue better for you.
When it flags that the prescription is “expired”, you’ll need a new prescription. Get in touch with Qoctor, via live chat (or email info@qoctor.com.au which we monitor 8AM to 9PM AEST). If this is an unexpected message, just make sure you have actually opened the correct eScript message on your phone!
internet connectivity at the pharmacy- check internet coverage and try again.
eRx, the government system that sends eScripts, may be having a technical issue. In this case, the message may state that the service is “unavailable” or something to that effect. In these situations, particularly if you can’t wait for erx to start working again, just get back in touch with Qoctor and we can try to arrange a prescription in another way.

Some pharmacies may offer a service to allow you enter eScripts online on their website. If this does not seem to work, we recommend presenting your ePrescription in person to the pharmacy, or else speaking to your pharmacist on the phone for further assistance.

How can Qoctor help?

For any issues the pharmacist is unable to resolve, please contact Qoctor customer service team (live chat, or email info@qoctor.com.au) and we’ll do our best to assist. When it is outside our control (e.g. the government’s eRx system is not working), we have some other ways to get a prescription to you or your pharmacy.