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How do I troubleshoot my medication status or delivery issues on Fridays?

Updated this week

How to Resolve Medication Status and Delivery Issues on Fridays

If you're encountering issues with your medication order, such as system errors or delivery delays, this guide provides actionable steps to resolve your concern. These instructions cover tracking orders, updating statuses, and managing delivery-related problems.


Common Medication Status Issues and Solutions

Pending Status Blocks New Orders

If your previous request shows as 'pending' even though you've received the medication, you should be able to click the 'Mark as Received' button in the medication request card.

Pending Status for Delivered Shipments

If you’ve already received your shipment but the status appears as 'pending' even though you've received the medication, you should be able to click the 'Mark as Received' button in the medication request card.


Tracking Your Medication Order

Step-by-Step Tracking:

  1. Go to the My Meds page in the Fridays Patient Portal.

  2. Locate your order and use the tracking number provided to monitor the shipment via FedEx, USPS, or UPS.

  3. If you haven’t received a tracking email, check your portal under recent orders.


Resolving Delivery Delays or Lost Shipments

If your medication has been delayed or lost in transit:

  1. Use the tracking number shared in your email or portal.

  2. Check periodically for updates from the shipping service.

  3. If the delivery status does not update after several days, contact Fridays Support to investigate the issue and liaise with the shipping team.

Processing timelines:

  • Standard: 5–7 business days

  • Shipping Method: 1–2 days


Managing Consultation and Refill Requests

Some subscriptions require new consultations before requesting refills. Here's what you need to do:

  1. Log in to the patient portal.

  2. Navigate to the 'Consultations' tab and click 'New Consultation.'

  3. Complete the prompts to schedule a video visit with a provider.

If past orders block a new request, follow the instructions under Pending Status Blocks New Orders.


Incorrect or Incomplete Medication Deliveries

If the medication received does not match your request:

  1. Notify the support team immediately.

  2. Provide photos of the incorrect or incomplete medication (e.g., empty vial).


Proof of Prescription Requirements

If a request is flagged as 'Awaiting Proof of Medication,' ensure the following details are visible in your prescription photo:

  • Medication name

  • Dose and frequency

  • Patient's name and date of birth

  • Prescription date (within the last 7 weeks)

Upload it to your portal. If the prescription is older than 7 weeks, book a video consultation to renew.


Steps to Rectify Incorrectly Marked Statuses

If you mistakenly marked your medication as received, contact Fridays Support for resolution.


Contact Support

Still having issues? Reach out to Fridays Support with details about your concern, such as screenshots, order information, or shipment tracking numbers, to get immediate help.


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