When managing your medication subscription, you might encounter a situation where your order is placed on hold. Here, we explain the common reasons for these holds and outline actionable steps you can take to resolve them.
Reasons for medication orders being placed on hold
A few factors may result in your medication order being placed on hold:
1. Lack of required medical follow-up
Some medication plans require regular follow-ups with a licensed provider, this is also referred to as your "cadence," to ensure continued eligibility for the prescription. For example, plans with a two-month cadence may necessitate either a completed follow-up appointment or a refill request form every two months.
If the required follow-up is not completed, the order cannot proceed until the provider’s approval is obtained.
2. Delays in approval for brand-name medications
For specific brand-name medications (e.g., Zepbound®), shipment and billing are managed directly by the manufacturer or an external pharmacy, such as LillyDirect. Delays may occur as these entities complete their own processing and approval steps.
Once your prescription is sent to a pharmacy that manages brand-name medications, it’s essential to follow any instructions they provide, such as payment or additional approvals. Delays in completing these steps can result in your order being held up.
This only applies for orders managed by NovoCare or LillyDirect.
3. Failed payments
All orders require payment prior to processing. If your payment recently failed, you can reach out to the support team here when you are ready to retry payment.
How to resolve and resume your medication order
If your medication order is on hold, take the following steps to resolve the issue and ensure timely processing:
1. Schedule necessary follow-up appointments
Visit the scheduling link provided in your portal to book a virtual appointment with your licensed provider.
During the appointment, the provider will assess your ongoing medication needs and approve your next prescription, allowing the process to proceed.
2. Wegovy® and Zepbound® prescriptions: Comply with pharmacy or manufacturer instructions
After your prescription has been transferred, follow all next-step instructions provided by the pharmacy. This may include submitting payments or confirming details required for the medication shipment.
For brand-name medications, confirm with the external pharmacy (e.g., LillyDirect for Zepbound®) that all required steps on their end are completed.
You can contact LillyDirect at: (800) 545-5979
You can contact NovoCare at: 1-888-809-3942
Important notes
Ensure all information in your subscription and medical profile is up-to-date to avoid unnecessary delays.
If you encounter persistent issues or unusual delays, consider contacting customer support for further assistance and clarifications.
By completing these steps and addressing the identified hold reasons, you can effectively manage your medication subscription and avoid prolonged interruptions in your treatment. If you need more details, refer to your portal for specific instructions on appointments, provider approvals, and pharmacy steps.