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