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KB-018IntegrationsTroubleshooting
Draft. This article is awaiting technical review and may change — if anything here conflicts with advice from our team, follow the team.

eRx not reaching the pharmacy — checklist

What to check when a pharmacy says it cannot find a script, starting with the fact that covers every case: the printed script is the prescription.

First, where things stand today

eRx is not yet connected at Curaeon practices. Curaeon's accreditation with eRx Script Exchange is still in progress, so nothing is uploaded yet and Settings → eRx Script Exchange shows a grey Off badge (KB-128 — Is eRx working? Read Settings → eRx Script Exchange: the outbox, the certificate and who is not yet on it). Until that changes, every prescription is a printed paper script and a pharmacy dispenses from the paper. If a pharmacy says "we can't find it in eRx", that is expected: there is nothing there to find.

The rest of this checklist applies once eRx is switched on at your practice.

How a script reaches the pharmacy

Curaeon prints a paper prescription, and the signed paper is the legal document. The patient takes it to any pharmacy.

When eRx is on and the prescriber has an eRx Entity Id on their staff account, the printed script also carries a barcode, and a copy is uploaded to eRx. The upload is a convenience for the pharmacy: they scan the barcode and the script fills in, where otherwise they type it in from the paper.

Curaeon does not send electronic prescription tokens. Nothing goes to the patient by SMS or email, and there is no token to resend. If a patient asks for "the token", they need the paper script.

1. Does the patient have the paper script?

A script that "didn't arrive" is most often a script that was never handed over or has been lost. Reprint it from the patient's record. Reprinting and re-issuing keep earlier versions visible, so what was actually given to the patient is recoverable. Do not write a new prescription to replace a lost printout unless the prescriber decides to: a second script is a second legal prescription.

2. The pharmacy's scanner finds nothing

The pharmacy can always dispense from the paper by entering it by hand. Tell them so, then find the cause when there is time:

3. Is the copy stuck in the outbox?

Settings → eRx Script Exchange shows the outbox: how many messages are waiting to send, how many eRx has stored, any it refused, and any not delivered.

Settings → eRx Script Exchange: the outbox counters, the certificate's days left, and the most recent refusal with its error code.
Settings → eRx Script Exchange: the outbox counters, the certificate's days left, and the most recent refusal with its error code.

4. Is it the eRx service itself?

If several prescribers are affected at once and the outbox is filling, the cause is likely the connection or the eRx service, not one script. Check our status page (status.curaeon.com.au), which lists Electronic prescribing as its own line (KB-009 — Subscribe to status updates for your clinic). Paper prescriptions are unaffected and remain valid throughout.

The certificate case

eRx signs in with the practice's NASH certificate. If it has expired, every upload stops until it is renewed; the Certificate tile on the same screen shows the days left. Printing is not affected, so patients still leave with a valid script. See KB-020 — NASH certificates — why they matter and how renewal works for the background and KB-021 — NASH certificate renewal — step-by-step to renew.

None of these? Raise a ticket: support.curaeon.com.au → Integrations → eRx. Include the approximate prescribing time and the prescriber — not the patient's name or details; we can locate the script from those.