Received a Fax From the Pharmacy?

Pharmacies will send faxes for any of the reasons mentioned below.

Need help?

If you received a faxed refill request, and the reasons (below) don't apply to you, contact our 24/7 Support line at 866-263-6512 or submit a Support ticket.

Possible Reasons Pharmacies Send Faxes

  • The provider hasn't sent at least 5 new prescriptions electronically 

This ensures the practice has been trained with e-prescribing. Even if the refill service level is shown in Surescripts, SPIs do not appear as "refill enabled" within the Surescripts Directory until they send their 5th NEWRX message.

  • Pharmacies haven't updated their prescriber directories to recognize you are using e-prescribing (after sending your 5th NEWRX message).

It may take a couple of weeks for all pharmacies to take the most recent directory download that reflects your SPI(s) as being enabled to receive electronic Refill Requests.

  • Pharmacy isn't enabled for eprescribing
  • Renewal Request is from a mail-order pharmacy (not all software vendors are certified to process from mail-order pharmacies)
  • Refill requests were not responded to promptly (within 24 hours)
  • Pharmacies requesting prior authorizations
  • Pharmacies sending 90 (or greater) day supply requests
  • Controlled Medication refill requests
  • Clinical messages
  • Mail Order Companies

This may send because of “Medication Adherence” reasons (i.e., the patient has not paid for medication, so they cannot send).

  • Requests for a “NEWRX” rather than a refill request
  • Provider prescribed from/for an address that is not set up for e-prescribing
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