iPrescribe: EPCS Upgrade FAQ

This article answers questions about the mailer sent once you have completed the ID.me identity verification portion of the iPrescribe EPCS upgrade.

Why haven't I received my mailer yet?

If 10 days have passed since you generated your mailer and you have not received it, please call DrFirst Support at 866-263-6512 for assistance.
Note: Please allow adequate time for USPS to deliver your mailer. Requesting a new mailer invalidates any existing mailer that is in transit.

How do I request a new mailer?

If your mailer is five or more days past the delivery date, you may request a new mailer by doing the following:

Go to the iPrescribe menu (3 lines in the top left corner)
Select EPCS
Select Help
Select Request new mailer

Note: Please allow adequate time for USPS to deliver your mailer. Requesting a new mailer invalidates any existing mailer that is in transit.

Where is my mailer (in transit)?

Please allow 5-7 business days to receive your mailer. If it has been over 7 business days, please submit a request in the Help Center or call DrFirst Support at 866-263-6512.

Note: Please allow adequate time for USPS to deliver your mailer. Requesting a new mailer invalidates any existing mailer that is in transit.

I generated the mailer twice but still haven't received it.

Please ensure your DEA address matches your current address. If the address does not match you will need to update your DEA with your current address, wait 2 business days, then generate a new mailer from the iPrescribe app.
If you have not received the mailer 7 business days after submitting the new request, please reach out DrFirst Support. You may call 866-263-6512 or create a ticket from the iPrescribe app menu's Support option, and a representative will contact you.

I received the mailer but don't know how to scan or what to scan.

Please read the instructions carefully on your mailer.
Log into the iPrescribe app and click on EPCS upgrade from the menu. Follow the screens prompts; you may enter either the 7-digit number from your mailer or scan the QR code.

I tried scanning several times; it doesn't work.

The number of times you may scan or enter the 7-digit code is limited; if you have scanned or entered the 7-digit code more than 10 times, please generate a new mailer.

I am getting an error message that my PIN number is no longer valid or expired.

If you have passed the expiration date on the letter, the QR code and the 7 digit code are no longer valid. Please generate a new mailer.

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