Understanding Active, Pending, and Inactive Subscriptions
Your My Subscriptions page in the Member Portal is designed to give you a clear, at-a-glance view of your treatments, orders, and next steps. Each subscription is displayed on a subscription card, which shows whether it is Active, Pending, or Inactive, along with detailed status updates throughout your care and order journey.
Subscription Statuses at a Glance
On the top right corner of every subscription card, you’ll see one of three overall states:
Active Subscriptions
An Active subscription means:
Your subscription is being paid
You are receiving shipments (or are in the process of receiving them)
You are completing required follow-ups
If action is required from you, your subscription card will be outlined in red and will clearly display the next steps needed to continue without interruption (such as completing a form or scheduling an appointment).
Pending Subscriptions
A Pending subscription appears when:
You started but did not complete your intake questionnaire, or
You completed part of the intake but did not finish checkout
From this state, you can:
Resume and complete your intake forms
Return to checkout to finish your purchase
If you no longer wish to continue, you can select End Visit to remove the card from your page. If you change your mind later, you can start again by clicking Get Started on the marketing site.
Inactive Subscriptions
An Inactive subscription could mean:
The subscription has been cancelled
The billing date has been adjusted
The account has been paused
A program change has recently been made
The program was not approved to continue
Inactive subscriptions remain visible for reference but are no longer active or billable.
Detailed Statuses for Active Subscriptions
Even when your subscription is marked as Active, it may move through several detailed statuses as part of your treatment and order lifecycle.
Pending (Questionnaire Not Completed)
Shown when the intake questionnaire was never finished
You can remove the card by clicking End Visit
1 – Provider Approval (Appointment Required)
Applies when an appointment is required but has not yet been scheduled after checkout
1.5 – Provider Approval
Shown when:
An appointment has been scheduled, or
An asynchronous (async) form is being reviewed
2 – Order Processing
Begins after provider approval
Estimated timeline: 1–2 business days
3 – Pharmacy Processing
The pharmacy prepares your medication
Estimated timeline: 2–3 business days
4 – Fulfillment
Your order is being shipped
Estimated delivery: 2–4 business days
5 – “Good to Go”
Occurs 5 business days after fulfillment
Displays your current dose and instructions
Remains in this state until 9 days before your refill is due
6a – Refill Form Required
Appears 9 days before your refill is due
For members who can complete a refill form online
6b – Refill Appointment Required
Appears 9 days before your refill is due
For members who must schedule an appointment instead of completing a form
In Summary
The My Subscriptions page is your central hub for managing care, tracking orders, and staying informed. Whether your subscription is Active, Pending, or Inactive, each status is designed to clearly communicate where you are in the process and what—if anything—you need to do next.