There are some common issues patients may experience when scheduling delivery via Instacart. Please refer to the following topics and follow the instructions. If your issue does not fit within these sections and/or the steps did not resolve the issue, please contact us for further assistance.
My prescriptions are not showing in the cart when I'm redirected to Instacart for checkout
If you're on Instacart page after clicking schedule delivery from the pharmacy account and your prescriptions are not showing in the cart, please try the following steps:
Ensure there are no groceries in your Instacart cart. Prescriptions must be added to the cart first before you can add groceries.
If you have cleared the groceries out, please exit out of the Instacart page and close it completely. Then, return to your pharmacy text message and click on the link again.
If the scripts are still not showing, please clear your browsing cache and history or copy-and-paste the link in an incognito or a private window. You can search how to accomplish these tasks for your specific device on a web browser.
If you're accessing the link in a smartphone, please try a desktop or laptop computer. You can do this by copying the link from your text message and emailing it to yourself. You can also manually type the link into your web browser on your desktop or laptop computer by referring to your text message.
I'm getting an error "user not found" after I verify my information in the text link
Please double check that you are entering only the first name and the date of birth in mm/dd/yyyy format.
If you're adding both first and last name, you just need the first name only.
If the prescription belongs to your family member or pet, please check that you are entering their first name and not your own.
If after doing all the above and you're still getting the error, please contact our support team. For example, sometimes the pharmacy will include a note next to your first name and the system is reading that note as part of the name.
I'm getting an error "unable to save reminders preferences" when I verify my first name and date of birth in the link.
This error comes up if you have more than one account with the pharmacy. For example, you may have a manager account and a text-only account. Please contact us as we will need to remove the duplicate account. Let us know if you prefer to use the online account or stick with the text-only one.