If your order shows “Action Needed,” it means our clinical team requires a little more information before we can proceed. This is a routine safety check to ensure your medication is safe and appropriate for you.
Use this guide to understand:
Why more information may be needed.
How to provide the requested details.
What to do after you have replied to our email.
Why your status may not change immediately.
Why might more information be needed?
As a regulated UK pharmacy, we must follow strict prescribing guidelines. We may ask for:
Medical History: Clarification on details provided in your consultation.
Previous Use: Proof of medication if you are transferring from another provider.
Photo ID: To verify your identity and age.
Weight Verification: A photo to confirm your current BMI.
Medical Evidence: Supporting documentation from your GP or previous prescriptions.
How do I provide the information?
Please check the e-mail you registered with (including Spam or Junk folders) for a message from our clinical team explaining exactly what is required.
For clinical questions: Simply reply directly to the email that was sent to you.
For documents or photos: Use the secure link provided in your email.
Note: Please read the email thoroughly and follow all instructions to avoid further delays.
What to do after you have replied
If you have already replied to the clinical team's email or uploaded your documents, here is the next step:
Wait for Review: Our team usually reviews information within 2 working days.
Do Not Resubmit: Sending multiple emails or uploading the same document several times can slow down the process.
Monitor Your Inbox: Keep a close eye on your email for any further follow-up questions. Responding promptly to these is the fastest way to get your order moving.
Why your status still says “Action Needed”
It is normal for your account to continue showing “Action Needed” while your information is being reviewed.
The status will not change during the review period.
Once the clinician has successfully verified your details and approved the prescription, the status will update automatically to reflect the next stage of your order.
What if I can't find the email from the clinical team?
- First thing is to make sure the email address linked to your account is correct and up to date.
- Search your inbox for the sender name or keywords related to your appointment or treatment.
- Check your spam, junk, promotions, and other filtered folders.
Key Takeaway
Responding directly to the clinical email is the most efficient way to resolve an order hold. While your information is being reviewed, the "Action Needed" status will remain visible on your dashboard for approximately 2 working days.