This article explains how to identify and resolve common issues beneficiaries may experience when using the Rx Collect portal.
Note: Do not share this article with beneficiaries. It is intended for internal use by AMS+ users.
For more on Rx Collect, including training and related resources, see this feature overview.
The beneficiary didn’t receive the Rx Collect request email or text
- Confirm that the beneficiary’s email address and/or cell phone number is correct.
- Have the beneficiary check their email’s spam or junk folder.
- Ask them to check their messaging app and ensure your number isn’t blocked.
- Make sure the sender’s email address is not blocked.
- Resend the Rx Collect request from the record.
The Rx Collect portal link won’t open
- Confirm the beneficiary has a stable internet connection.
- Have them try opening the link in a different browser (Chrome, Firefox, Edge, or Safari).
- Ask them to clear their browser cache and refresh the page.
- Resend the request if needed.
- The original link works for 48 hours.
- After that, clicking the expired link will trigger a new one to be sent automatically (within 60 days).
- After 60 days, a new Rx Collect request must be sent manually.
The beneficiary can’t enter their information
- Ensure all required fields (marked with an asterisk *) are completed.
- If a field isn’t working, have the beneficiary reload/refresh the portal.
The beneficiary can’t complete the portal
- Double-check that all required fields are completed.
- Have the beneficiary look for any error messages on the page.
- If needed, ask them to close and reopen their browser, then try again.
The beneficiary exits the portal before completing all pages
- If the beneficiary closes the portal before selecting the Submit button on the final page, no information will be saved.
- They must start from the beginning the next time they open the link.
The confirmation page didn’t appear
- If the portal was submitted successfully, the beneficiary should receive a confirmation email.
- If they’re unsure whether their submission was received, have them contact their agent.