Overview
Use this article to understand why your ZipHealth order may be placed on hold, what action is needed on your part to resume processing, and how to submit required verification or documentation to our team.
Use this article when you want to:
Learn the common reasons why a ZipHealth order is placed on "Action Needed" status.
Submit required verification documents (such as Photo ID, Selfie, or Previous Use Evidence).
Resolve shipping address issues or understand delivery requirements.
Know what happens after you provide the requested information.
Why Is My Order On Hold?
When an order is placed on hold or marked as "Action Needed," it means our clinical or pharmacy team requires additional information from you before your prescription can be safely reviewed, approved, or dispensed.
Common reasons for an order hold include:
Identity Verification Required: Federal and state regulations require identity verification for all ZipHealth patients to confirm your age and identity.
Weight Verification Required: For weight loss treatments, a photo or selfie may be required to confirm physical eligibility and support weight verification.
Previous Use Evidence (PUE) Required: If you requested a maintenance or step-up dose for a GLP-1 treatment, we require proof of a recent prescription (dispensed within the last 6 months) from a US pharmacy or clinic.
Clinical Follow-Up: A ZipHealth clinician needs clarification regarding your medical history, current medications, or questionnaire answers.
PO Box Address Provided: ZipHealth cannot deliver any prescription medications to a PO Box address. Orders submitted with a PO Box will be held until a physical street or business address is provided.
Action Needed: How to Resolve Your Order Hold
If your order is on hold, check your email inbox for a message from ZipHealth detailing the specific requirement. You can resolve the hold by submitting the requested information:
Submitting Photo ID or Verification Selfies
If requested, submit a clear image of your valid, government-issued photo ID (such as a US driver's license or passport) or a current verification photo.
Photo ID Requirements: Ensure the photo is clear and well-lit, all four corners of the ID are visible, the ID is unexpired, and the full name matches your ZipHealth account.
Selfie Requirements: Ensure your entire face is clearly visible, well-lit, and unobstructed by hats or sunglasses.
Submitting Previous Use Evidence (PUE)
If you are transferring a GLP-1 prescription to ZipHealth at a higher maintenance or step-up strength, you must provide proof of your prior prescription.
Document Requirements: Must be an official record from a US licensed pharmacy or healthcare clinic (e.g., prescription label, pharmacy receipt, or box label displaying patient details).
Required Details: Must display your full name, medication name, exact dose strength, and a dispensing date within the last 6 months.
How to Submit Your Information
You can submit your required photos, documents, or clinical responses to ZipHealth through any of the following channels:
Live Chat: Log in to your ZipHealth account and access Live Chat to upload your files and connect directly with a representative.
Email: Attach your documents to an email and send them to care@ziphealth.co (or reply directly to your order hold email).
SMS/Text: Attach your photos or files to a text message and send them to 888-510-3320.
Tip: Including your ZipHealth order number when submitting via email or SMS helps our team match your files to your account faster.
What Happens After You Provide the Information?
Submissions via Live Chat: Uploading your files during a Live Chat session connects you with a ZipHealth representative so issues can typically be resolved during the conversation.
Submissions via Email or SMS: You will receive a response confirming receipt. Our team will review your submission and notify you if a clearer image or further information is needed.
Once your information is reviewed and approved, the hold will be removed, and your prescription will proceed to pharmacy fulfillment.
Need Further Support?
If you still need help after reviewing the information above, additional assistance is available.