Running out of medication and wondering how to get more? The first thing to know is whether you need a refill or a prescription renewal.
Refill
When your medication gets low, you can order more medication under your current prescription.
Example:
If your prescription was for 3 months of Ozempic (3 injection pens), and you've only used your first injection pen, then you need a refill to get your second pen.
Renewal
When you run out of medication refills, you’ll need to get a prescription renewal.
Example:
If your prescription was for 3 months of Ozempic (3 injection pens), and you've used all 3 injection pens, then your prescription is depleted. You need a prescription renewal.
Getting a refill
Livewell Pharmacy
When you’re ready for your next refill, the process is quick and easy:
Go to your Subscriptions page.
Click the “Manage” button next to your active subscription.
Then click “Request Next Refill.”
After you submit your request, our pharmacy team will review your order to ensure everything is up to date. Once approved, you’ll receive a payment link by email to complete your purchase.
As soon as payment is received, your refill will be processed and shipped to your address.
If you have any questions, our support team is here to help via live chat or at support@joinlivewell.ca.
Livewell Partner Pharmacy
If you are using Pocketpills to get your medication, they will send you an sms notification when it's time for a refill.
If you haven't gotten a notification 7 days before your refill is due, please reach out to the support team via the live support chat or at support@joinlivewell.ca.
What if PocketPills says I have no refills on file?
If PocketPills shows that you don’t have any refills available, they’re likely correct — it usually means your prescription has run out and you’ll need a renewal from your prescriber.
Sometimes, due to a delay in syncing systems, your refill count may not be updated right away. We’re aware of this issue and actively working to improve how refill information is shared with PocketPills.
In the meantime, if you’re out of refills, please scroll down to the section below on how to get a prescription renewal — our team will make sure you’re taken care of promptly.
Your Local Pharmacy (Shoppers, Rexall, etc.)
If your Livewell prescription was sent to your local pharmacy, then you can get a refill directly at your pharmacy, you don't need to go through us!
Getting a prescription renewal
When you're out of refills, you'll need a prescription renewal. This means that a healthcare provider will need to write you a new prescription.
You can start the prescription renewal process by completing a follow-up consultation:
Go to the Subscriptions tab of your patient dashboard.
Click on the "Manage" button to manage your prescription
Click on "Renew prescription" to start the follow-up consultation
Once you've started the follow-up consultation to renew your prescription, you can either complete the follow-up questionnaire in one sitting, or start it and complete it later. If you complete it later, you can click on the "Complete Renewal Request" button.
If you are experiencing a problem during this process, please reach out to the care team via the live support chat or at care@joinlivewell.ca.