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How to Resend a Failed Fax or Email Notification

A fax or email notification may fail if the recipient's contact information is incorrect, the email is undeliverable, or the fax line is unavailable. When this occurs, the One-Time Use (OTU) Code is not delivered to the Health Care Provider.

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 or email notification fails for an Additional Form or Prior Authorization, the form 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

A fax or email notification is considered failed when the One-Time Use (OTU) Code cannot be delivered to the Health Care Provider.

Steps to resend the failed fax or email 

You can resolve the failure by resending the notification. 

  1. Locate the patient's form that requires a physician signature.
  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. Enter the correct email address or fax number.
  4. Click Send.
     "Send a Signature Request" with fields for the prescriber, fax number, and email address. The buttons read "Send Fax," "Send Email," and "Cancel."