Your prescription being put on hold isn't a rejection — it just means our prescriber needs a bit more information from you before they can safely approve treatment.
Why prescriptions get put on hold
The most common reasons include:
- Something in your questionnaire needs clarifying
- A photo or proof of weight needs to be re-uploaded
- You've reported a side effect that needs follow-up
- Your prescriber wants to discuss dose changes
- You've reported a new health condition or medication that needs review
- Your last successful weight loss was below the threshold for continued treatment
What you need to do
- You'll receive an email explaining exactly what information is needed
- Reply to the email or log in to your account to provide the requested details
- The prescriber will review your response — usually within 24 hours on working days
How long can my prescription stay on hold?
We'll keep it on hold for up to 14 days. After that, the order will typically be cancelled and refunded — but contact us if you need more time and we'll try to accommodate.
While your prescription is on hold
- You won't be charged additional fees
- Your medication won't be dispatched
- The prescriber's questions are for your safety — please answer honestly and fully
If you're unsure how to respond to a query, contact our support team and we'll guide you through it.