Prescriptions failing to send

Update timeline

1. investigating Nov 02, 2026, 04:37 PM UTC

   We are currently investigating an issue with electronic prescribing. Some prescriptions are being rejected by Surescripts with error 602 and are not reaching the pharmacy. If you encounter this issue, we recommend resubmitting the prescription as this may help resolve the intermittent error in the meantime. We are working with Surescripts and will continue to update.

2. identified Nov 02, 2026, 04:39 PM UTC

   Some prescribers may be receiving a 602 error when prescribing medication. `{'detail': "Got an error 602 from Surescripts: 'Cannot get backup portal (id = 1031), please contact support"}` . We have contacted Surescripts and they are aware of this issue and working on a resolution. They shared the message below. > We are currently experiencing higher-than-normal call and case volume due to this known issue that is actively being investigated. > Our teams are engaged and working toward resolution. A formal Resolution Notice will be shared once the issue is confirmed to be resolved. We will provide any further updates we receive from Surescripts as they become available.

3. monitoring Nov 02, 2026, 04:58 PM UTC

   We have not seen any errors since our last update, but are monitoring and will update once we can confirm the incident is resolved.

4. resolved Nov 02, 2026, 06:25 PM UTC

   This incident has been resolved. Surescripts, our e-prescribing network partner, has confirmed the issue on their side is fixed. Between 10:10 AM and 11:25 AM ET, some prescriptions and other e-prescribing transactions could not be completed and returned a "Cannot get endpoint" error. e-Prescribing is working normally. Any prescription that failed during that window will not have reached the pharmacy, so please resend it. If you have any questions, contact the Canvas support team.