If your order status is showing as “On Hold”, it means there is still a step that needs to be completed before your order can continue processing.
This is a normal part of the review process and does not mean your order has been cancelled. If any action is required from you, you can find the details in the “My Tasks” section of your patient portal.
Please also note that some completed tasks require manual review by our team before your order can move to the next stage. For example, if you have uploaded any photos, IDs or supporting documents, a staff member must review them before processing can continue. Typically we recommend allowing up to 1 business day for processing, if you submit your information over the weekend or on a public holiday it will be reviewed the following business day.
Once all required steps and reviews have been completed, your order will be processed accordingly.
Common reasons why your order status is showing "On Hold"
- ID Verification
- Real-time BMI photos required (Weight Care Orders)
- Clinical question awaiting your response - you will have received an email with the required information
Need Assistance?
If you require any assistance at all, please don’t hesitate to contact our Patient Care Team