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Troubleshooting ePrescribing Errors for Regular Medications in Elation EHR

This guide helps your practice resolve issues when a non‑controlled prescription errors during sending or doesn’t arrive at the pharmacy. For controlled substances (EPCS), see our EPCS-specific guides and requirements, which differ from regular medications.

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What this article covers

  • Sending new, non‑controlled prescriptions from Elation EHR to a retail or mail‑order pharmacy via ePrescribe.
  • Diagnosing “didn’t go through” reports from pharmacies and common send-time errors or blocks in the EHR.
  • Safe fallback workflows for urgent fills if electronic networks or integrations are degraded.

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How to recognize a failed or blocked ePrescription

  • Monitor your Urgent inbox in the Elation desktop app for failed prescription notifications. The mobile app (Elation Go) does not show failed prescription notifications, so continue monitoring on desktop for any send failures.
  • If you sent the prescription from Elation Go (mobile), confirm on desktop that it completed successfully or take recovery steps below if you see a failure notification in Urgent.

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Quick fixes checklist

  • Confirm you selected a pharmacy and clicked Prescribe on the Prescription Summary. Prescriptions only transmit electronically after you review the summary and click Prescribe.
  • Select the correct pharmacy from the Surescripts directory:
    • Search by name plus city, street, ZIP, phone, or store number to disambiguate similar store names.
    • Elation cannot add non‑network pharmacies; ask the pharmacy to enroll with Surescripts if they don’t appear, or use print/call workflows as needed.
  • Ensure your practice location information is complete. For ePrescribing, each prescribing location must have a 10‑digit phone and fax number; Elation will prompt you if anything is missing before transmission.
  • Verify the patient’s address is present. Patient addresses are required for both non‑controlled and controlled ePrescriptions. If the patient is unhoused or unknown, use “HOMELESS” or “UNKNOWN” with a local city/state/ZIP as allowed.
  • Confirm the prescriber can ePrescribe:
    • Provider Account Authentication must be completed before sending ePrescriptions in Elation.
    • Staff can send regular (non‑controlled) prescriptions only if authorized as a Prescription Delegate; controlled substances cannot be ePrescribed by staff delegates.
  • If Elation or network services are degraded: for urgent scripts, call the pharmacy with a verbal order; for non‑urgent, Save as draft and send once service returns to normal.

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Pharmacy says they never received the script

  • Re-open the order in Elation and verify you selected the intended pharmacy and clicked Prescribe (not just Save/Print). Then re‑send if needed.
  • Search for and select the exact store location in the Surescripts directory (include city/ZIP/phone), then re‑send. If the pharmacy isn’t listed in Surescripts, it can’t receive eRx through the network; use print or call‑in workflows.
  • If the prescription is time‑sensitive and the pharmacy still can’t locate it, call the pharmacy to confirm receipt and fill; re‑send or provide a verbal order as allowed by state law and your policy.
  • Discontinued/off‑market drugs: If the product’s NDC is obsolete, you may be prompted to choose an active alternative or create a custom medication; you may need to print or call if ePrescribing is not supported.
  • Custom/compound medications: These are not associated with an NDC in Elation and may not support eRx at all pharmacies; print/call workflows may be required. Note: EPCS explicitly disallows eSending custom/compound controlled substances, which require a different workflow.

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Mobile app considerations (Elation Go)

  • Elation Go supports sending new non‑controlled prescriptions but does not show failed prescription notifications; confirm send success or take recovery steps in the desktop app if the pharmacy reports non‑receipt.

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Safe fallback and recovery workflows

  • For urgent fills during downtime or when the pharmacy can’t find the script: call in a verbal order to the pharmacy per policy and state rules.
  • For non‑urgent prescriptions: save as Draft in Elation and send once services are back to normal; print if needed and permitted.
  • If the pharmacy doesn’t appear in the Surescripts directory: print the prescription or call in the order, and ask the pharmacy to enroll with Surescripts for future eRx.

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Prevent issues before they start

  • Keep prescriber profiles complete and authenticated (NPI, license, and required Provider Account Authentication) to enable ePrescribing privileges.
  • Maintain accurate patient demographics, including a complete address, to avoid eRx send failures.
  • Save patients’ preferred pharmacies in Elation and always select the exact destination store when prescribing to reduce misrouting.

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When to contact Elation Support

Contact Elation if:
  • You’ve confirmed the pharmacy selection, prescriber authentication, patient address, and practice location details are all correct, but your ePrescription still fails to send.
  • You suspect a platform or network issue unrelated to the pharmacy or your data.
Include the patient name, pharmacy name and location, date/time of the attempted send, and any error messages you saw in Elation. You can contact Support from within Elation or at https://help.elationemr.com/s/contactsupport.