How to Request a Prescription Refill

We want to make sure you never miss a dose. Our refill process is designed to be quick and easy, but timing is key! Here is everything you need to know about getting your medication refilled on time.

The Best Way to Request a Refill

For most refills, the fastest way to get started is through the Vida App.

1. Use the Check-In Form: Complete the "Medicine Refill Check-In" form located in your app.

2. Chat with your Provider: Send a message to your provider in the chat section to let them know you have submitted a request.

Timelines: When should I request a refill?

Depending on how much medication you have left, the process looks a little different. Please use this guide when scheduling your upcoming consults with your medical provider.

🟢 Planning Ahead (More than 7 days supply left)

If you are requesting a refill more than a week in advance, you are in great shape!

• Timeline: The standard refill process takes up to 7 business days.

• How to Expedite: If you want to speed this up, we recommend scheduling a video session with your provider directly through the app.

🔴 Urgent Requests (Less than 3 days supply left)

If you are running low and have less than 3 days of medication remaining, we need to move fast.

• Action Required: Please do not rely solely on the app for this. Our Member Services team needs to flag your request for an urgent review by your medical team immediately.

• Who to Contact: Reach out to us directly via phone or email at support@vida.com for urgent assistance.

Common Pharmacy Issues

Sometimes issues happen at the pharmacy counter. Here is how to handle them:

1. "The pharmacy is out of stock." If your pharmacy doesn't have your medication:

• Ask them if they are simply out of stock or if they cannot order it at all.

• Call other nearby pharmacies to see if they have it available.

• If you find a pharmacy that has it, let us know, and we can transfer the prescription.

• If you cannot find it anywhere, please message your provider or contact Support.

2. "Insurance won't cover this medication." This can happen if your plan requires a "Prior Authorization" or if formulary rules have changed.

• Check your details: Have you changed insurance plans recently? Has your dosage changed?

• Let us know: Message your provider or Support immediately. We may need to coordinate with your insurance or find a covered alternative.

Need more help?

If you are unsure about your refill status or need help scheduling an appointment with your provider, please contact Member Services at support@vida.com.