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How to Resend a Failed Fax or Email Notification

A failed fax or email occurs when the One Time Use Code notification that is sent to the Health Care Provider by fax or email is not successfully delivered.

For more information on how to send a One-Time Use (OTU) Code, please review the following article: How to Send a One-Time Use Code

Pencil iconNOTE If a fax to the Healthcare Provider fails, or an email bounces when using Additional Forms or Prior Authorizations, the form’s status will update, and a red X will appear on the Physician Signature stage in the patient’s profile.


Screenshot displaying the “Additional Forms” section. The “Active” tab is selected. A form titled “Dermatitis Placebo – Compassion” is listed with a green checkmark under “New Request” and a red X under “Physician Signature.” A notification states, “Fax notification to the healthcare professional failed.”

Pencil icon NOTE If the email sent to the Health Care Provider fails, you’ll see a banner indicating that the notification was not delivered.

A banner advising there was an error with the email sent to the physician

How to Handle Failed Faxes or Bounced Emails 

OTU Code notifications may not be delivered to the Health Care Provider if the email address contains a typo, the fax number is incorrect, or the fax line is busy. 

Steps to resend the failed fax or email 

You can resolve the failure by resending the notification. 

  1. Find the patient’s form that you initially requested the signature for.
  2. Click Resend for Physician Signature. 

    Medical form interface titled 'Placebo Dermatitis - Compassionate Request' with fields for patient information and submission type options. A red notification bar at the top alerts an email delivery failure. Sidebar with navigation options. Button highlighted for doctor signature.
  3. Fill in the appropriate email address or fax number to resend the notification and click the Send button.  

     "Send a Signature Request" with fields for the prescriber, fax number, and email address. The buttons read "Send Fax," "Send Email," and "Cancel."