If you are unable to use the online portal or patient dashboard to upload your verification photo, there are several alternative methods available to ensure your documentation is received and your order can proceed.
Use this guide to understand:
How to use Live Chat for document submission.
How to submit photos by replying to emails.
Where to find the standalone secure upload link.
Primary methods for submitting verification photos
1. Reply to any MedExpress Email
The simplest way to provide documentation is to reply directly to any email we have sent you regarding your order.
Convenience: Whether it is a clinical "Action Needed" email or a general update, simply attach your photo to your reply.
Reference: Replying to an existing email ensures your documentation is automatically linked to your specific order and account history, which is the most efficient way to resolve a hold.
2. Submit via Live Chat
You can upload your verification photo directly through our Live Chat service.
How to do it: Open the chat window on our website and use the attachment icon to upload your file.
Next steps: A support agent will confirm they have received the file and ensure it is added to your clinical record for review.
3. Use the Direct Upload Link
You can use our standalone, secure upload tool as a separate option if you are having trouble navigating the main dashboard.
Security: This link provides a direct, encrypted path to your clinical record, ensuring your sensitive data is protected during the transfer.
Important tips for a successful submission
To avoid your photo being rejected or causing further holds on your order, please ensure:
Clarity: The photo must be clear, well-lit, and not blurry.
Requirements: Ensure your photo meets the specific criteria (e.g., "fitted clothing" for verification weight photos or "all four corners visible" for ID).
Format: Use standard image formats like JPEG or PNG.
Key Takeaway
You do not have to rely solely on the dashboard. You can successfully submit your verification photos by replying to any email we have sent you, using Live Chat, or visiting our secure direct upload link.