Overview
Use this article to understand why your Rocket Rx order may be on hold, what action you may need to take, and how to get your order moving again.
If your order is on hold, we needs additional information or action before the order can be sent to the pharmacy. If we need any additional information or action from you, we’ll let you know by email.
Use this article when you want to:
Find out why your order is on hold.
Complete an outstanding ID or selfie verification.
Check whether your state requires a video or phone consultation.
Respond to a request for additional medical information.
Fix a problem with your delivery address.
Understand how long you have to respond before your order is cancelled.
Why Is My Order on Hold?
An order may be placed on hold when additional information or action is required before the order can move to the pharmacy.
The most common reasons include:
RocketRx still needs your ID or selfie.
You need to complete a required video or phone consultation.
The clinical team needs more information.
There is a problem with your delivery address.
We will send you an email when action is needed.
We Still Need Your ID or Selfie
We must verify your identity before a prescription can be issued.
Identity verification requires both:
A clear photo of a valid, government-issued photo ID.
A selfie that matches the photo ID.
Submitting only an ID or only a selfie is not enough to complete identity verification.
Why Was My ID or Selfie Rejected?
Your identity verification may remain on hold if:
The photo is blurry or too dark to clearly read your name, date of birth, or expiry date.
Your government-issued photo ID has expired.
Your selfie is filtered, digitally altered, or AI-generated.
Your face is covered by sunglasses, a mask, a hat, your phone, or another object.
More than one person appears in the photo. Pets are allowed.
The uploaded image is a photo of another photo.
How Do I Upload a New ID or Selfie?
You can submit your photos using any of the following methods:
Reply to the email we sent you and attach the photos.
Send the photos through live chat.
Text the photos to 855-705-2052.
Do I Need to Complete a Video or Phone Consultation?
Some states require you to speak with a prescriber before your order can be filled.
If a consultation is required in your state, you will be prompted to book one after checkout. Your order will remain on hold until the required consultation is completed.
States That Require a Consultation
A consultation is required in:
Arizona
Idaho
Kansas
Louisiana
New Hampshire
New Mexico
Utah
Washington D.C.
West Virginia
States Where a Phone Consultation Is Accepted
A phone consultation can be used instead of a video consultation in:
Idaho
Kansas
New Mexico
Washington D.C.
West Virginia
Your appointment link is available on your RocketRx account dashboard and in your confirmation email.
If you need a Spanish-speaking interpreter for your consultation, an interpreter can be arranged.
What If the Clinical Team Needs More Information?
Every order is reviewed by a licensed prescriber, and completing an order does not guarantee that a prescription will be issued.
If a prescriber needs clarification about your consultation answers or medical history, your order will remain on hold while RocketRx contacts you for additional information.
Once we receive the required information:
The licensed prescriber reviews your order again.
The prescriber decides whether treatment can be approved.
RocketRx emails you with the outcome.
What If There Is a Problem With My Delivery Address?
Your order may be placed on hold if the delivery address appears incomplete or cannot be delivered to as entered.
We will contact you to confirm or correct the address before the order is shipped.
Can You Deliver To a PO box?
Yes, RocketRx can deliver to a PO Box using USPS.
FedEx does not deliver to PO Boxes. If your delivery address is a PO Box, choose USPS at checkout.
How Long Do I Have to Respond to an Order Hold?
Please respond to any request for information or action within two weeks.
If we do not hear from you within two weeks, the order will be cancelled and refunded.
You can place a new order whenever you are ready.
Need Further Support?
If you still need help after reviewing the information above, additional assistance is available