Overview
If your order shows "Action Needed," it means MedExpress's clinical team needs more information before your order can proceed. This is a routine safety check to make sure your medication is safe and appropriate for you.
Use this article when you want to:
Understand why MedExpress may need more information before your order can proceed
Find out how to provide the information MedExpress has requested
Know what to do after you've submitted the requested information
Understand why your order status may not change immediately
Why Might MedExpress Need More Information?
As a regulated UK pharmacy, MedExpress must follow strict prescribing guidelines. MedExpress may ask for:
Medical history: Clarification on details provided in your consultation.
Photo ID: To verify your identity and age.
Weight verification: A photo to confirm your current BMI.
Medical evidence: Supporting documentation from your GP
How Do I Provide the Requested Information?
Check the email address registered to your MedExpress account (including your spam or junk folder) for a message from MedExpress's clinical team explaining exactly what's required.
Use the secure link provided in that email to submit any requested documents, photos, or information.
Read the email thoroughly and follow all the instructions in it to avoid further delays.
What Do I Do After I've Submitted My Information?
If you've already submitted the requested information — for example, via the secure link in that email — here's what happens next:
Wait for review: MedExpress usually reviews submitted information within 2 working days.
Don't resubmit: submitting the same information more than once (for example, uploading a document several times) can slow the review down rather than speed it up.
Monitor your inbox: if MedExpress needs anything further, you'll receive a follow-up email. Providing any additional information via the secure link as soon as possible is the fastest way to keep your order moving.
Why Does My Order Still Say "Action Needed"?
It's normal for your order to continue showing "Action Needed" while your information is being reviewed.
The status will not change during the review period.
Once MedExpress's clinician has verified your details and approved your prescription, the status will update automatically to reflect the next stage of your order.
What If I Can't Find the Email From MedExpress?
Make sure the email address linked to your MedExpress account is correct and up to date.
Search your inbox for MedExpress's sender name or keywords related to your appointment or treatment.
Check your spam, junk, promotions, and other filtered folders.