MediRemind · eScript TroubleshootingYour eScript Won't Scan,
What to Do at the Counter
Many eScript scanning failures are caused by how the code appears on the phone, not by the prescription itself. Here are the quickest fixes to try at the counter.
General information only, not medical or pharmacy advice
Need a place to keep the current token ready? See the eScript app Australia guide for storage and repeat tracking.
MediRemind stores your eScript token on your device and displays it at full size, open the app at the counter, increase your brightness and show the current token without searching through messages.
Many scanning failures are caused by low brightness, glare or a code displayed too small. Open the original token, increase the brightness, wipe the screen and hold the phone steady while the pharmacist scans it.
If it still will not scan, ask whether the pharmacist can enter the token identifier manually. A scanning failure alone does not mean the prescription is invalid.
Why QR Codes Fail to Scan
Barcode scanners need a clear contrast between the code and the background. Increase the brightness and reduce glare before trying again.
A clear screenshot may work, but cropped, resized or repeatedly forwarded images can lose detail. Opening the original SMS or email token is usually the most reliable option.
A cracked screen across the code, a matte screen protector, or overhead glare will all defeat the scanner. Tilting the phone slightly usually solves glare.
Some apps render the token small or inverted. Open the token in your browser at full size rather than viewing a preview thumbnail.
The Fix, In Order
Open the original eScript SMS or email. A clear screenshot may work, but avoid cropped, resized or repeatedly forwarded images.
Tap the link and display the token at full size rather than as a small message preview.
Increase your screen brightness and temporarily disable automatic dimming if necessary.
Wipe the screen and make sure nothing is covering or obscuring the code.
Hold the phone steady in front of the scanner. If it does not focus, move it slightly closer or further away and tilt it to reduce glare.
If it still will not scan, ask whether the pharmacist can enter the token identifier manually. Pharmacy dispensing systems support manual token entry when scanning fails.
MediRemind saves each eScript with its medication record. At the pharmacy, open the app, select the medication and display the current token at full size, without scrolling through months of messages.
After a repeat is dispensed, save the new token issued by the pharmacy so the current code is ready for your next supply.
When the Code Scans but the Prescription Cannot Be Dispensed
If the code scans successfully but the pharmacy system cannot use it, the issue may be the token's status rather than your phone. Common reasons include:
That token has already been used. If repeats remain, the pharmacy should have issued a new token after your previous dispensing. Search for a newer SMS or email, or contact the pharmacy that supplied your last repeat.
The prescription has passed its validity period and you will need to contact your prescriber about a new prescription.
The prescription has been fully used and you will need a new prescription before the next supply.
The prescriber may have cancelled the prescription or issued a replacement. Ask the pharmacist whether a newer active prescription is available.
If the token has already been dispensed and repeats remain, look for the new repeat token or contact the pharmacy that issued it. If the prescription has expired or has no repeats remaining, contact your prescriber for a new prescription.
If you are registered for an Active Script List, the pharmacist may also be able to check whether another active prescription is available.
Every script, ready at the counter. MediRemind stores your eScript with its medication record on your device, no searching, no scanning failures from screenshots.
30-day trial · iPhone and Android
Frequently Asked Questions
It may be caused by low brightness, glare, a damaged screen or a code displayed too small. Cropped or compressed screenshots can also be harder to scan. Open the original token, increase the brightness and hold the phone steady while the pharmacist scans it.
Yes. If the QR code cannot be scanned, ask whether the pharmacist can manually enter the token identifier into the dispensing system. A scan failure alone does not mean the prescription is invalid.
A clear screenshot may work. However, cropped, blurred, resized or repeatedly forwarded images can become difficult to scan, so opening the original token is usually more reliable.
The token may already have been dispensed, expired, cancelled or have no repeats remaining. If the previous dispensing had repeats, look for the newer token issued by the pharmacy. Otherwise, speak to the pharmacist or prescriber about what is required next.
You may need an internet connection to open the original SMS or email link. Once the current token has been saved in MediRemind, it can be displayed from your device without reception.
Save each eScript in MediRemind when it arrives. The code is stored with the medication record on your device, so at the counter you open the app, select the medication and show the current token at full size instead of searching through messages.
MediRemind is a prescription organisation app. It does not issue prescriptions or make dispensing decisions.