Help and guidance
Plain answers about how this service works. You do not need to be signed in to read them.
Urgent medical help does not live in these pages. If you are seriously unwell, call 999 now. For urgent medical advice, call NHS 111. Nothing here should delay that.
How the service works
What happens at each step, and the choices you have.
Your prescription
Statuses, paper prescriptions and what can and cannot change.
Paying and delivery
What you pay for here, and how your medicine reaches you.
Privacy, complaints and accessibility
Your rights, how to complain, and extra help using the service.
Common questions
I can't sign in. What should I do?
- 1Check your email addressMake sure it is typed with no spaces and no spelling mistakes.
- 2Reset your passwordChoose "Forgotten password" on the sign-in page. We will email you a link to set a new one.
- 3Check your junk folderThe reset email can end up there. It comes from our service address.
Never share your password
Our team will never ask you for your password, by message, email or phone.
Still stuck? Contact us and we will help you get back in.
Why don't email or text alerts name my medicine?
Emails and texts can be seen by other people: on a shared computer, on a lock screen, or in a shared inbox. So our alerts never name your medicine or your health details.
An alert only tells you that something is waiting for you. Sign in to read the full message. This keeps your private information private.
Why was I signed out?
If you leave the service open without using it, we sign you out. This keeps your information safe if you walk away from your screen.
Anything you had already sent to us is saved. If you were part-way through a form, you may need to fill that page in again.
Which browsers can I use?
The service works best in an up-to-date browser, such as Chrome, Edge, Safari or Firefox.
- If a page looks odd, update your browser and try again.
- The service also works on your phone's browser.
When can I use the service?
You can sign in and use the service at any time, day or night. People answer messages during opening hours.
Opening hours to be confirmed
The confirmed opening hours for each team will be shown here before launch.
Not sure who to ask? Use the contact option below and your message will go to the right team.
Why is my consultation billed separately?
The clinic and the pharmacy are separate providers. The clinic charges for the prescriber's time and bills you directly, outside this website.
Here you only ever pay the pharmacy, for medicine and delivery. Keeping the two apart means the prescribing decision is never tied to a sale.
Can I use this service for someone else?
Only with a proper arrangement, such as being a parent or an approved representative. Never share sign-in details — each person has their own account.
Caring for someone who needs this service? Ask us about representative access.
Ask a question
Answers are written automatically from the help pages on this site. They are not medical advice and nobody can see your prescription or order here. For anything about your medicines, ask your prescriber.
