What do I do if I lose my eScript token?

Check what has actually gone missing

An eScript token is the link or code that lets a pharmacy access the electronic prescription. It is not the prescription itself. The prescription remains within the electronic prescribing system, while the token is the practical way you present it for dispensing. Australian Digital Health Agency eScript guidance

Look for the original SMS or email using the date of the consultation or dispensing. Check whether the message went to a different contact address you supplied. Avoid forwarding multiple old tokens without knowing which is current, because each can relate to a different prescription or stage of dispensing.

Was this the original prescription?

If the doctor issued the prescription and it has not yet been dispensed, contact the clinic that issued it. Explain that the token is missing and confirm your identity through its usual process. Ask whether the token can be resent and verify the correct mobile number or email address. Australian Digital Health Agency eScript guidance

Do not automatically book another prescribing appointment solely because the message disappeared. The clinic can explain whether the issue is administrative or whether clinical review is also needed. A new doctor may not be able to recover a token created by another service.

Was it a repeat after a pharmacy visit?

When a prescription includes repeats, dispensing commonly generates a new token for the next supply. If that repeat token is lost, the last dispensing pharmacy is the appropriate first contact. Have the patient's details and approximate dispensing date ready. Australian Digital Health Agency eScript guidance

The pharmacy can check what was supplied and whether a current repeat remains. A screenshot from before the last dispensing may be an old token, so explain the sequence rather than assuming the first message in your phone is still usable.

What if I changed my phone number?

Tell the clinic or pharmacy which contact detail is no longer accessible and follow its identity-verification process. Do not ask someone who now uses the number to handle your prescription messages. Health information and prescription access should be redirected through the responsible service.

For future consultations, confirm contact details before documents are sent. If you prefer a different delivery method, ask what the service supports. Read eScripts without a smartphone for options including printed tokens and pharmacy-managed access where available. Australian Digital Health Agency eScript guidance

Could the prescription have expired or run out?

A token can remain visible in your messages after the prescription is no longer usable. The message itself does not prove there are valid repeats left. Ask the pharmacist to check the prescription's status rather than repeatedly trying the same link. Australian Digital Health Agency eScript guidance Australian Digital Health Agency prescribing guidance

If all repeats have been used or the prescription has expired, resending the token does not create a new authority to supply. You may need a new clinical assessment. See expired prescriptions for that separate pathway.

What if I need the medicine soon?

Tell the pharmacist how much you have left and ask what lawful options are available for your situation. They may need to contact the prescriber or direct you to timely clinical care. Do not ration, double, stop or substitute treatment without advice from an appropriate health professional.

If the problem is simply recovering a current token, keep the request focused on that. If symptoms or treatment needs have changed, tell the clinician rather than treating the issue as purely technical.

Doccio can help with administrative questions about prescriptions its clinicians issued through the clinic's contact process. For a new prescribing assessment, review Doccio prescriptions. The doctor decides what is appropriate; replacing a message and issuing a new prescription are different tasks.