Difficulty Dispensing Electronic Prescriptions

Sometimes pharmacists have difficulties in dispensing medications from e-prescriptions. This article is here to help you solve these problems.


Common Solutions

  • The pharmacist is not using eearx.com to access the prescription, this is the correct platform for accessing EU prescriber prescriptions, rather than clynxx.com which is only for UK prescriptions - please advise them to follow instructions within the token email.
  • You are attempting to have your token dispense in Tesco, Tesco unfortunately cannot dispense EU prescriptions, we recommend using Boots instead.
  • The token ID or date of birth has been entered incorrectly by the pharmacist


Other Steps to Take

Seek Clarification: Ask your pharmacist to specify the issue they’re facing. Is it a technical glitch, an issue with the prescription details, or something else? With technical issues, we recommend contacting Clynxx directly.

Prescription Details: Make sure that all the details on the e-prescription are correct and complete, including your name, the medication name, dosage, and any special instructions.

Contact Us: If the issue lies with the prescription details or if it needs re-authorization, contact us via the chatbot. We may need to resend the prescription to the pharmacy.


Long-Term Solutions

Alternative Pharmacy Options: If the issue is caused by the specific pharmacy’s system, consider using a different pharmacy that is more compatible with the e-prescription system.

Update Your Information: Make sure that we and your pharmacy have your most current information, including contact details, to avoid any mismatched information between the prescription and your pharmacy.

Pharmacy Education: In some cases, the pharmacy staff might not be fully familiar with the e-prescription system. Suggesting they reach out to their system’s support team for training could prevent future issues.