Prescription FAQ & Troubleshooting

A quick guide to help you understand the Prescription Form, send patients products, and resolve the most common issues.

Getting Access

Who can use the Prescription feature?

The Prescription feature is available to licensed healthcare providers and clinics with approved provider accounts that have Prescription access enabled.

How do I get Prescription access?
  1. Complete the provider application form.
  2. Check your inbox for the affiliate confirmation email.
  3. Once your account is approved, our team can enable Prescription access on your profile.
  4. When Prescription is active, you can use the Prescription link in the navigation to send patients direct-to-checkout links.
How long does Prescription access take to be enabled?

In most cases, Prescription access is enabled within 1–2 business days after your provider account is approved. You’ll typically receive confirmation when your access is active.

How do I know if I have Prescription access?

Scroll to the bottom of this page and use the Check Status section. When you click Check Status, look at the Prescription card:

  • If it shows Success: You should have the ability to send prescriptions.
    your Prescription access is active.
  • If it shows Failed: Prescription tag not found.
    Prescription has not been enabled on your account yet.
  • If it shows Error: Please log in to check Prescription status.
    you need to log in before checking your status.

Using the Prescription Feature

How do I send a Prescription link to a patient?
  1. Log in to your approved provider account.
  2. Click the Prescription link in the navigation.
  3. Select the product(s) or regimen you’d like your patient to receive.
  4. Generate the direct-to-checkout link and share it with your patient via email.
What does my patient see when they open the Prescription link?

Your patient will land on a secure checkout that is pre-loaded with the product(s) you selected. From there, they can enter their shipping and payment details, review totals, and place their order like a standard online purchase.

Can I customize the products in each Prescription?

Yes. For each Prescription you create, you can choose the specific products and quantities you want your patient to receive, as long as those items are eligible and in stock.

Patients & Orders

Do patients need an account to complete a Prescription order?

No, patients do not need an account to check out. They can complete their Prescription order as a guest, and the Prescription link will automatically add the correct products to their cart.

Who is charged for a Prescription order?

The patient is charged directly at checkout for the products and any applicable shipping or taxes. The provider is not billed for Prescription orders placed by patients.

Can patients reorder from the same Prescription?

Patients can place additional orders by using the Prescription link again or by visiting the website at https://codexlabscorp.com/. If you prefer them to follow a specific regimen, you can resend or update the Prescription link at any time.

How It Works

Troubleshooting

1. Start with the Check Status section

At the bottom of this page, you’ll find a Check Status section.

Click Check Status to see your current Prescription access.

On the Prescription card, you’ll see one of three messages:

  • Success: “You should have the ability to send prescriptions.”
  • Failed: “Prescription access not found.”
  • Error: “Please log in to check Prescription status.”

Use the guides below based on what you see.

2. The “Prescription” link takes me to a sign-in page

If you click Prescription in the navigation and land on a sign-in page:

  1. Log in using the same email you used when applying as a provider.
  2. Scroll to the bottom of the page and click Check Status.
  • If the Prescription card shows
    Error: Please log in to check Prescription status.
    you are still not logged in. Try logging in again and reloading the page.
  • If the Prescription card shows
    Failed: Prescription tag not found.
    your account has not been enabled for Prescription access yet (see section 4 below).
  • If the Prescription card shows
    Success: You should have the ability to send prescriptions.
    you should be able to use the Prescription link in the navigation to create and send Prescription links. If not, see section 3.

3. Check Status says “Success” but I can’t send prescriptions

If your Prescription card shows:

Prescription

Success: You should have the ability to send prescriptions.

But you’re unable to access the Prescription page or create links:

  1. Refresh your session
    Log out and log back in.
    Refresh the page (Cmd/Ctrl + Shift + R).
  2. Try a clean browser view
    Open a private/incognito window and log in again.
    Click Prescription in the navigation and try again.
  3. Re-check your status
    Scroll back down and click Check Status again to confirm Prescription still shows Success.

    If Prescription still shows Success but you can’t access or use the Prescription feature, contact support and include what you see when you click the Prescription link.

4. Check Status says “Failed: Prescription tag not found.”

If your Prescription card shows:

Prescription

Failed: Prescription access not found.

This means your account does not currently have Prescription access.

  • If you haven’t applied yet
    → Go to our provider sign-up page and submit your application.
  • If you already applied
    → Your provider account may still be under review, or the Prescription tag may not have been added correctly.

If you believe you should already have Prescription access, contact support and mention that your Check Status tool shows “Failed: Prescription tag not found.”

5. Check Status says “Error: Please log in to check Prescription status.”

If your Prescription card shows:

Prescription

Error: Please log in to check Prescription status.

This means you are not currently logged in.

  1. Log in using your provider account email.
  2. Return to the bottom of the page and click Check Status again.
  3. Once logged in, the error will change to either Success or Failed for the Prescription card.

If the message does not change after logging in and refreshing, try a private/incognito window. If the issue persists, contact support.

Check Status

Please log in and press the button below to check your Prescription status.