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 a PO Box address or shipping method issue that is holding your order.
Know what happens after you provide the requested information.
Why Is My ZipHealth Order On Hold?
When a ZipHealth order is placed on hold or marked as "Action Needed," it means ZipHealth's team requires additional information from you before your prescription can be reviewed, approved, or dispensed.
Common reasons a ZipHealth order is placed on hold include:
Identity Verification Required: Federal and state regulations require ZipHealth to verify the identity of all patients to confirm age and identity before a prescription can be dispensed.
Weight Verification Required: For weight loss (WL) treatments, ZipHealth may require a photo or selfie 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, ZipHealth requires proof of a recent prescription (dispensed within the last 6 months) from a US pharmacy or clinic.
Clinical Follow-Up Needed: ZipHealth's team needs clarification regarding your medical history, current medications, or questionnaire answers.
PO Box Address and Shipping Method Conflict: ZipHealth can deliver most prescription medications to a PO Box address, provided USPS is selected as the shipping method. Orders submitted with a PO Box and a non-USPS shipping method will be held. Weight loss (WL) medication orders can never be shipped to a PO Box, regardless of shipping method, and always require a physical street or business address.
Action Needed: How to Resolve Your ZipHealth Order Hold
If your ZipHealth order is on hold, check your email inbox for a message from ZipHealth detailing the specific requirement for your order. You can resolve the order hold by submitting the requested information through one of the methods described below.
Submitting Photo ID or Verification Selfies
If your ZipHealth order hold notification requests a photo ID or verification selfie, submit a clear image of your valid, government-issued photo ID (such as a US driver's license or passport) or a current verification selfie.
Photo ID Requirements: The photo must be clear and well-lit, show all four corners of the ID, be unexpired, and display a full name that matches your ZipHealth account.
Selfie Requirements: Your entire face must be 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 Previous Use Evidence (PUE): proof of your prior prescription.
Document Requirements: The document must be an official record from a US licensed pharmacy or healthcare clinic, such as a prescription label, pharmacy receipt, or box label displaying patient details.
Required Details: The document must display your full name, the medication name, the exact dose strength, and a dispensing date within the last 6 months.
Resolving a PO Box Address Hold
If your ZipHealth order is on hold because you provided a PO Box address, resolve the hold as follows:
For all orders except weight loss (WL) medications: select USPS as your shipping method to use a PO Box address, or update your address to a physical street or business address.
For weight loss (WL) medication orders, such as GLP-1 treatments: provide a physical street or business address. ZipHealth cannot ship weight loss medications to a PO Box under any circumstances, regardless of shipping method.
You can update your shipping address and shipping method by logging in to your ZipHealth account.
How to Submit Your Information to ZipHealth
You can submit your required photos, documents, or questionnaire responses to ZipHealth through any of the following channels:
Live Chat: Log in to your ZipHealth account and open Live Chat to upload your files and connect directly with a ZipHealth 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 your documents via email or SMS helps the ZipHealth 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 your order hold can typically be resolved during the same conversation.
Submissions via Email or SMS: You will receive a response confirming that ZipHealth received your submission. The ZipHealth team will review your submission and notify you if a clearer image or further information is needed.
Once your submitted information is reviewed and approved, the order 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.