Submit a Request to Support
There are 3 options to submit a request to Support:
- Select the Submit a request button at the top of this web page and complete the online form.
- Call 855-863-1355.
- Use the live chat option at the bottom right of this web page to connect with a Support agent.
Providing detailed descriptions of your issue will help Support staff troubleshoot your issue faster.
You can reach Support through chat.
- Go to the bottom right-hand corner of the web page.
- Click on the chat icon.
- Select one of the topic areas if it covers your question. Otherwise, start typing your question in the chat.
- If you still have questions that are not answered by the preset topic areas, select Chat with Agent to communicate directly with an agent.
- If there is not an agent immediately available, you will receive an email confirming that a request (ticket) has been created, and an agent will reply as soon as possible.
- Follow up via the request (ticket) from by signing in to the Help Center and clicking on My Activities.
Note: You will first interact with a bot; this will help to route your question to a specialized agent.
Create A Support Account
When you submit a request to Support through email, phone call, or chat, a Support account will automatically be created for you, using your email address.
This Support account is:
- different from the one you set up for the electronic prescribing of controlled substances (EPCS).
- required for you to see and reply to Support updates on your request.
When you submit a request, you will receive an email confirming your request and prompting you to create a password for your new Support account. You may either:
- Use the email prompt and proceed to create your own password.
- Go to Sign in on the top right of this web page and select the link for Emailed us for support? Get a password.
You may also proactively sign up for a Support account to submit Support requests.
1. Go to Sign in at the top right corner of this web page.
2. Select Sign up.
3. Enter your email address and a password of your choice. Please use the same email address that you used to sign up for electronic prescribing of controlled substances (EPCS) so that Support agents may verify your identity.
4. You will receive an email asking you to verify your email and select a password. Once you have selected a password, your account is activated and you may log in.
5. Use your selected email address and password to Sign in.
This account will allow you to view your Support requests as well as the Support requests submitted by colleagues at your organization.
View Support Requests (Activities)
View your Support requests at any time by signing into your Help Center account:
1. Sign in at the top right corner of this web page.
2. Select your name, then select Requests.
3. Toggle through the tabs to find information about your requests and to manage what articles on the Help Center you follow.
Update an Existing Request
To comment on a solved request:
1. Sign in at the top right corner of this web page.
2. Select your name, then select Requests.
2. Under Requests, select the ticket you want to add a comment to, even if it is marked Solved.
3. Add a comment. This changes the status to Open and prompts Support to follow up with you about your request.
4. Once an agent replies to you, you will see the status change from Open to:
- Awaiting your reply, if a response from you is necessary. While the request is in Awaiting your reply status, the agent will attempt to contact you 3 times before marking the ticket as Solved.
- Solved, if the agent has completed your request. Requests marked Solved will automatically move to Closed after 5 business days. Once closed, you may still revisit the content of the Closed request by following the instructions below.
Reopen a Closed Request
Even though a request has been Closed, you may still create a linked follow-up request for Support:
1. Select the Create Follow-up button on the bottom-right corner of the Closed request.
2. Summarize your request. This prompts Support to follow up with you about your request.
3. Once an agent replies to you, you will see the status change from Open to:
- Awaiting your reply, if a response from you is necessary. While the request is in Awaiting your reply status, the agent will attempt to contact you 3 times before marking the ticket as Solved.
- Solved, if the agent has completed your request. Requests marked Solved will automatically move to Closed after 5 business days. Once closed, you may still revisit the content of the Closed request by following the instructions below.
Track My Contributions
Contributions are anything you have created, posted, updated, or reacted to on our Help Center.
1. Sign in at the top right corner of this website.
2. Underneath your name, select Contributions.
3. Toggle through the tabs to review your contributions. Examples include:
- Created: You may have created a Support ticket by submitting a request.
- Posted: You may have posted a comment on a request (ticket) or an article.
- Updated: You may have updated the status of a request.
- Reacted: You may have provided a reaction vote on our Help Center articles (upvote or downvote)
Follow Articles or Sections
At the top of each article in the Help Center, select the Follow or Unfollow button to get (or stop) emailed notifications about articles.
You may also select the Follow or Unfollow button at the top of a section of articles to get (or stop) emailed notifications about added articles or new comments in that section.
Optimize Search
Use "and", "or", and other connecting words to optimize your search results.
Using the search bar from the main web page returns search results from the entire web page, while using the search bar within a category such as "Onboarding FAQs" returns results only from within that category.