Prescription ID Not Found? | SignatureRx Pharmacy Troubleshooting Guide

What If the Prescription ID Is Invalid or Not Found?

What If the Prescription ID Is Invalid or Not Found?



If a Prescription ID is not found, it is usually due to a detail mismatch or the code being entered incorrectly.

1. Check the Prescription Details

Confirm with the patient:

  • Prescription ID is entered exactly as shown
  • Date of Birth (DOB) matches exactly

Even small errors (e.g. incorrect digits or DOB format) will prevent the prescription from being found.

2. Confirm the System Being Used

Ensure you are accessing the prescription via:

SignatureRx prescriptions are private prescriptions and will not appear in NHS (EPS) systems.

3. Verify Pharmacy Group Selection

  • Confirm the correct Pharmacy Group is selected
    • Boots → select Boots
    • Others → select All Other Pharmacies

Incorrect selection may prevent the prescription from appearing.

4. Ask the Patient to Reconfirm Details

  • Recheck the Prescription ID
  • Confirm the correct DOB
  • Ask if they received the details via SMS/email

5. Check for Common Scenarios

The prescription may not be found if:

  • The DOB on the prescription is incorrect
  • The wrong Prescription ID is being used

6. Escalate if Needed

If the prescription still cannot be found:

  • Contact the prescriber or clinic
  • Or contact SignatureRx support for further investigation

Provide:

  • Prescription ID
  • Patient details

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