# External Pharmacy Troubleshooting > 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 fil... Source: https://support.curology.com/en_us/troubleshooting-ByUo73_hu Last updated: 2026-10-16T21:12:49.661Z 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, please watch for an email from account@order.innovascript.com with a link to set up your patient portal account and pay online. It usually arrives within 24 hours (or the next business day if your prescription is sent on a weekend). You can also pay by phone at (877) 261-5101. Representatives are available Monday-Friday, 9am-5pm ET. Your medication will not ship until payment is received. #### **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 and didn't get your portal setup email, please check your spam or junk folder first. If it's not there, email our prescription nurses (rxnurse@curology.com). If your setup link has expired, call InnovaScript at (877) 261-5101 to get a new one. For other questions about your order, message InnovaScript through the portal inbox or call them toll-free at 877-261-5101, Monday-Friday 9am-5pm ET. #### #### **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.