Overview
Use this information if you:
Have accidentally created more than one MedExpress account
Cannot access your original MedExpress account
Are unsure which MedExpress account to use for your treatments or orders
MedExpress policy on multiple accounts
For patient safety and regulatory compliance, each patient is permitted to have only one active MedExpress account.
Maintaining a single MedExpress account is important because multiple accounts can lead to:
Incomplete medical records: Your clinical history may be split across profiles, preventing prescribers from seeing your full treatment history
Duplicate medication supplies: There is a risk of receiving more than one prescription for the same medication
Patient safety risks: Split records can disrupt continuity of care
To reduce these risks, MedExpress enforces a strict one-account-per-patient rule.
What happens if MedExpress detects duplicate accounts?
The MedExpress system automatically flags accounts that may belong to the same individual.
If duplicate MedExpress accounts are detected, the following typically happens:
Account review: The accounts are checked to confirm they belong to the same patient
Account blocking: The newer MedExpress account is blocked to prevent further orders
Order cancellation: Any pending orders on the duplicate MedExpress account are cancelled and fully refunded
Notification: You are informed and asked to continue using your original MedExpress account
This process helps MedExpress maintain safe prescribing and accurate medical records.
What happens to credits and discounts on duplicate accounts?
If you have promotional balances or active offers, it is important to understand what happens to credits and discounts on duplicate accounts.
Non-transferable: MedExpress credits, offers, and discounts cannot be transferred between accounts
Discount forfeiture: If a discount was used on an order from a duplicate account that is later blocked or refunded, the discount will not move to your original MedExpress account
To avoid losing credits or discounts, always place orders using your original MedExpress account.
Important reminder
If you cannot access your original MedExpress account, do not create a second account, as this may trigger the duplicate account process described above.
Key takeaway
Each patient may only have one MedExpress account. If duplicate accounts are created, the newer account may be blocked and any associated credits or discounts cannot be transferred.
If you still need help after reviewing the information above, additional assistance is available.