Overview
Use this article to understand why your MedExpress Canada order may show "Action Needed" or be placed on hold, how to submit required verification documentation, what happens during the medical review process, and why order statuses may take time to update.
Use this article when you want to:
Understand why your order is on hold or displays "Action Needed".
Learn how to submit requested documents or medical clarifications.
Know what to do after replying to an email request.
Check review timeframes and status updates.
Why Your Order Is on Hold or Shows "Action Needed"
Every MedExpress Canada order is reviewed before approval and dispatch. If your account displays "Action Needed" or states that your order is on hold, routine safety checks require additional details before prescribing medication.
Common reasons for an order hold include:
Identity Verification: Requiring a valid government-issued photo ID to confirm age and identity.
Weight Verification: Requesting a photo to verify current BMI calculations.
Previous Use Evidence: Requesting proof of a prior prescription if transferring treatment from another provider.
Medical Clarification: Clarifying responses provided on your online health questionnaire.
Treatment Gap (8+ Weeks): Reviewing safety protocols if there has been a gap of 8 weeks or more since your last GLP-1 treatment. In some cases, restarting at a lower dose strength may be required to minimize potential side effects.
Medical Evidence: Requesting supporting documentation or health records from your primary care provider.
How to Provide the Requested Information
Check the email address linked to your MedExpress Canada account (including spam and junk folders) for a message detailing the exact information required.
For Clinical Questions or Clarifications: Reply directly to the email sent by the reviewing team.
For Documents or Photos: Click the secure link provided inside your request email, upload files through your account dashboard, or reply directly to the email with attachments.
What to Expect After Submitting Your Information
Review Period: Submitted information and documentation are typically reviewed within 2 business days.
Status Updates: The "Action Needed" or "On Hold" status remains visible on your account dashboard during the review period. Once verified and approved, your order status updates automatically to reflect the next processing stage.
Avoid Duplicate Submissions: Do not resubmit documents or send multiple emails, as duplicate submissions can cause processing delays.
Monitor Your Inbox: Watch your email for additional follow-up requests. Responding promptly ensures your order moves forward as quickly as possible.
What to Do If You Cannot Find the Email
Confirm that the email address associated with your MedExpress Canada account is correct and active.
Search your inbox using keywords related to your treatment or order.
Check all secondary inbox folders, including spam, junk, promotions, and filtered tabs.
Need Further Support?
If you still need help after reviewing the information above, additional assistance is available.