Elevated Script Failure Rates - Third-Party Network Delay

Update timeline

1. investigating May 12, 2026, 08:36 PM UTC

   We are currently experiencing elevated prescription script failure rates affecting script processing through the third-party network. A buildup of pending scripts is occurring due to scripts are not returning as verified in a timely manner. Please note: scripts that remain in a pending state beyond 120 minutes will be marked as failed in the client system. This is a system timeout behavior and does not necessarily reflect an actual rejection by the pharmacy. We are actively working with our third-party network partner to address the delay and reduce the backlog of pending scripts. Further updates will be provided as more information becomes available.

2. identified May 12, 2026, 08:54 PM UTC

   Identified - The third-party network has identified the source of the delay and is actively working on a resolution. We will provide another update once we are informed the fix is in place. As a reminder, scripts that remain pending beyond 120 minutes will be marked as failed in the client system due to system timeout behavior. This does not necessarily reflect an actual rejection by the pharmacy.

3. resolved May 13, 2026, 12:19 AM UTC

   This incident has been resolved.