Troubleshooting

November 9 2023 6:00pm • Est. Read Time: 2 MIN

In some cases, Curology’s registered nurse may submit a prescription to be filled at your local pharmacy. A prescription may take a few hours to be filled.

We must have your correct legal name and date of birth to phone in a prescription. If you’ve given us a nickname or incorrect date of birth, this may cause confusion at the pharmacy and delay your prescription from being processed and filled. Please make sure to provide the same legal name that you use for your pharmacy or prescription insurance.

If you’re a regular patient at your selected pharmacy and you’ve signed up for text, email, or phone call notifications, your pharmacy will contact you when your prescription is ready for pickup! 

If you’re a new patient at your selected pharmacy, the pharmacy won’t notify you when your prescription is ready for pickup. It’s likely that the pharmacy requires additional information from you (address, allergies, prescription insurance card, etc.) to create a new patient profile. Once you’re an official patient at this pharmacy, you can sign up for notifications over text, email, and phone. Sometimes the pharmacy will take your new patient information over the phone, but typically, they like to receive this information in person.

If you’ve opted for InnovaScript as your pharmacy, You will receive an email from mjohnson@innovascript.com with “Curology Order” in the subject line after your prescription has been received by InnovaScript.  Please make sure that you check your spam/junk folder if you do not see this email within 48 hours.  If your prescription was submitted over the weekend or on a holiday, you may not receive this email until the following business day.  The email will be sent to the email account linked to your Curology profile. 



What if you think your pharmacy never received the prescription?

If you’re using a local pharmacy, did you try to pick it up much later? The pharmacy typically keeps prescriptions in the “patient pickup area” for 7-14 days; after that period of time, the prescription gets put back on the shelf. So if you show up to pick up your prescription much later than it was called in, it might not be in the “patient pickup area.” Ask the pharmacy staff to look for a “prescription on file” for you. The pharmacy staff can then find your prescription in their computer system and fill it while you wait.

If you’re using InnovaScript, please contact InnovaScript directly by calling toll-free at 877-261-5101. Representatives are available Monday-Friday 9am-5pm ET. Please check your email (as well as your junk/spam folder) for an email from mjohnson@innovascript.com with “Curology Order” in the subject line. This email contains a link to process your prescription through InnovaScript!


Did you give us the wrong information?

If you’ve given us a nickname or incorrect date of birth, this may cause confusion at the pharmacy and delay your prescription from being filled. Please make sure you’ve given us your legal name, the same one that you use for your pharmacy or prescription insurance. Most likely, your pharmacy created a second profile with your non-legal name and/or incorrect date of birth.


Was there a glitch?

It happens — sometimes there’s a glitch, and the pharmacy never receives the prescription. If you think this has happened, email our prescription nurses (rxnurse@curology.com) and the team will contact your pharmacy directly.