Every MedExpress order is reviewed by a clinician before it can be approved and dispatched. If your order is on hold, it means we need additional information to safely complete your prescription.
Overview
Use this guide to understand:
• Common reasons your order may be on hold
• What you need to do next
• Where to find full document requirements
Common reasons for an order hold
Your order may be paused for one of the following reasons:
• Identity verification
• Weight verification
• Previous use evidence
• Medical clarification
• Treatment gap (8+ weeks)
Treatment gaps (8+ weeks)
If there has been a gap of 8 weeks or more:
• Your order will be reviewed for safety
• You may need to restart at a lower dose
This helps reduce the risk of side effects when restarting treatment.
What you need to do
If your order is on hold:
• Check your email for a message from the clinical team
• Follow the instructions provided
• Submit any requested information as soon as possible
You can:
• Reply directly to the email
• Upload documents through your account dashboard
Your order cannot proceed until all requested information has been provided and successfully verified.
Where to find full 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 next
Once you submit your information:
• The clinical team will review it
• Your order status will update automatically once approved
Key takeaway
• “On hold” means more information is required
• Your order cannot progress until this is provided
• Check your email and follow instructions carefully
If you still need help after reviewing the information above, additional assistance is available.