Overview
MedExpress places an order on hold when a clinician needs more information before your prescription can be safely approved and dispatched.
Use this article when you want to:
Understand the common reasons a MedExpress order may be placed on hold
Find out what you need to do to release your order
Find out where to check the full document or photo requirements
Why Is My MedExpress Order on Hold?
Every MedExpress order is reviewed by a clinician before it can be approved and dispatched. If your order is on hold, MedExpress needs additional information from you before your prescription can be completed.
Your order may be paused for one of the following reasons:
Identity verification
Weight verification
Medical clarification
A treatment gap of 8 weeks or more
What Happens If There's Been a Treatment Gap of 8 Weeks or More?
If there has been a gap of 8 weeks or more since your last dose:
Your order will be reviewed for safety before it can proceed
You may need to restart treatment at a lower dose
Restarting at a lower dose after a treatment gap helps reduce the risk of side effects.
What Do I Need to Do If My Order Is on Hold?
If your MedExpress order is on hold:
Check your email for a message from MedExpress explaining what information is needed
Follow the instructions in that message
Submit the requested information as soon as possible
You can submit the requested information in either of the following ways:
Reply directly to the MedExpress email
Upload documents through your MedExpress account dashboard
Your order cannot proceed until MedExpress has received and verified all requested information.
Where Can I Find the Full Document Requirements?
For full details on what your documents or photos must include, see: "What photos or evidence do I need to submit with my GLP-1 order?"
What Happens After I Submit My Information?
Once you submit your information:
MedExpress's clinical team will review it
Your order status will update automatically once it's approved