Want to Fill Your Prescriptions? Get our Mobile App Contact Us 1-877-306-3026
Want to Fill Your Prescriptions? Get our Mobile App Contact Us 1-877-306-3026

App Support

If you don’t find the answer you’re looking for here, please call the pharmacy at 1-800-715-1354

Why haven’t I received an email to verify my account?

Check your Spam or Junk folder. It’s possible that the email has landed there. If the email has gone to your Spam or Junk folder, be sure to add the email address to your list of contacts. If you have any filters set up that would filter incoming emails from your inbox, you may want to change or remove them.

If you still haven’t received the verification email, return to the app and tap RESEND VERIFICATION EMAIL. Confirm that the email address displayed on this page is the email account you are checking.

If you have tapped RESEND VERIFICATION EMAIL multiple times, you must click on the link in the most recent email sent to you.

I can’t find the email from the pharmacy.

Because many email providers now offer built-in filters, our email may have been filtered to a folder other than your inbox. There are a few things you can try to find the email message:

  • Use your email search feature and search for these terms:
    • SpotRx
    • noreply@spotrx.com
  • If your inbox has multiple tabs, take a look within each “inbox tab” for the email.
    • Providers who use this approach include Gmail and Outlook (Hotmail).
  • Look for sub-folders that may contain filtered email messages.
    • These folders tend to appear on the left side of the screen when viewing on a desktop computer or tablet and may be called Spam, Junk, or Clutter.
    • Keep an eye out for text that says “More”, or arrows, that you can click or tap to view more folders in the list of mailboxes. The folder you’re looking for may not be immediately visible until you expand the list.
  • Check the trash can or deleted items folder.
    • Sometimes junk mail is automatically moved into the trash, so it’s not a bad idea to check there too.

If you’re still unable to locate the email, you can contact the pharmacy for assistance.

I have downloaded the app but it doesn’t appear to be working.

Uninstall and re-install the app. Make sure that you are on Wi-Fi or have data enabled. If this issue persists, please try restarting your device.

I am unsure whether I am a new or existing pharmacy patient.

If you’re not sure, you can register as a new patient. The pharmacy will find any existing prescriptions or refills you have and associate them with your account. The pharmacy may call you if there are changes in your email or phone number.

I have previously filled a prescription with the pharmacy but am unable to complete registration as an existing pharmacy patient.

Registration is a two-step process that involves creating an app user account (step 1) and registering a profile with the pharmacy (step 2).

After the user account is confirmed, registration can be completed as either a new patient or an existing patient. If you are unsure whether you are an existing patient, you can register as a new patient. The pharmacy will find and associate any existing prescriptions with your account.

If you begin to register as an existing patient but the system cannot find a match, you can continue with the registration process. The pharmacy will contact you if additional information is required.

Note: Only one email address can be associated with the app user account. Do not try to register again as a new patient using the same email address. The app user account has already been created. If you have forgotten the password for that account, simply reset the password and sign back in.

I can’t remember the phone number or email I provided to the pharmacy.

If you are unsure what information you provided, you can register as a new patient. The pharmacy will find and associate any existing prescriptions with your account. You can always call the pharmacy to confirm your phone number or email address, or the pharmacy may call you to confirm the requested changes once you’ve submitted your profile.

All of the pharmacy emails go to my Spam or Junk folder.

If pharmacy emails have gone to the Spam or Junk folder, please add the pharmacy email address to your list of contacts. Your mail provider may also have the option to “whitelist” a sender. Make sure that you haven’t created a filter for your inbox that is removing messages to the Spam or Junk folder.

I have forgotten my PIN and can’t open the app.

Note: In a future release of the app, you will be able to reset the PIN on your device.

To reset your PIN, please visit your nearest kiosk. At the kiosk, start a new mobile transaction. When prompted to scan the barcode, tap No Barcode. Enter your phone number and date of birth. On the PIN screen, tap Forgot My PIN. A call will begin with the pharmacy to reset your PIN.

I have forgotten my account password and can’t sign in to the app.

On the app sign in page, tap FORGOT PASSWORD?. A reset password link is sent to the email address associated with the app user account.

I no longer have the email address I use to log in to the app.

Please call the pharmacy to update your profile with the new email address.

After the profile has been updated, log out of the app and then re-register with the new email address. The registration information should match the information in the pharmacy profile. If it does not match, however, please continue and submit the registration request as a new patient. The pharmacy will find and associate any existing prescriptions with your account.

My phone number has changed.

You can submit an update to your pharmacy profile from your app. Navigate to the Profile area, and select “Personal Information”. After you have completed your changes, you will see an option to submit the update to the pharmacy for processing.

You may also call the pharmacy, or visit the nearest kiosk and tap the Need Assistance button.

My insurance information has changed.

You can submit an update to your pharmacy profile from your app. Navigate to the Profile area, and select “Insurance & Other coverage”. After you have completed your changes, you will see an option to submit the update to the pharmacy for processing.

You may also call the pharmacy or visit the nearest kiosk and tap the Need Assistance button.

Why isn’t my medication showing in the app?

If you recently submitted a prescription for processing, it is possible that the request is still being processed by the pharmacy.

If you are looking for a prescription that you normally refill, it is possible that there are no more refills available. You can check for past prescriptions in your Prescriptions area of the app, or contact the pharmacy for more information.

Why don’t I have any refills left in the app?

If you are looking for a prescription that you normally refill, it is possible that there are no more refills available. You can check for past prescriptions in your Prescriptions area of the app, or contact the pharmacy for more information.

How do I add my family members?

Linked profiles (linked patients) allow you to add additional profiles to your app, such as family members, dependents, or persons in your care. To do this, you need to submit a link request from the app. When the request is approved, you can perform the following actions on behalf of the linked profile(s):

  • Submit a new prescription
  • Initiate the transfer of prescription(s) from another pharmacy
  • View medications, including current and past
  • View patient profile information
  • Submit an update to their patient profile
  • Order medications, including receiving the pickup barcode if applicable
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