App FAQs
When I first download the app, what are the next steps?
Once you download the Refill Assistant app, you will be asked to enter a 7-digital pharmacy code. Our code is 4304165. Select your Irwins Pharmacy location – Shandon St, Togher or Mayfield. Enter a 4-digit PIN number that you will remember, your contact and caregiver/doctor details. Please ALLOW the app to send Notifications. That is it – you are ready to go.
What if I don’t allow notifications?
If you opt out of notifications, you will not receive alerts such as prescription ready for collection, repeat order reminders or other relevant messages from the pharmacy.
How do I order a new prescription with the mobile app?
Press the REFILL PRESCRIPTION button on the opening screen, enter your PIN number and then press the + or New Order button. Enter the prescription details. You can also take a photo of the prescription.
What is the repeat prescription reminder?
If you have a repeat prescription, you can elect to have a reminder sent to you the next time your repeat order is due. Just enter the number of days for your next reminder. For most monthly prescriptions, please enter 30 (days).
Do I need to bring my original prescription when using the mobile app to order?
Yes, the pharmacist must review the original prescription and stamp it before dispensing the medication. This is a regulatory requirement.
How do I know the pharmacy has received my order?
Once you submit the prescription order, a Thank You message appears stating the pharmacy has received your order. Once we have reviewed the order, we will send you a Processing order message.
What happens next?
Once the prescription is ready, we will send you a message that it is ready.
Can I use the app for repeat prescriptions?
Yes, we recommend that you leave your repeat safely on file with us. This means we can more easily process future prescription orders from the mobile app.
I made a mistake with my order, what should I do?
Open the relevant order in the app and press the UPDATE button. Please modify the order and press save. We will get a notification that you have made a change to the order.
Can I send a message about the order?
Yes, you can. Open the relevant order in the app and scroll down until you see Timeline view. Enter a message and press send. All messages from the pharmacy will be in the same Timeline view.
How do I order for someone else?
Please go to the SETTINGS icon (looks like a Gear icon) to Manage Patients. You can edit, add or remove patients from the app. Then just order as you would for yourself.
I have forgotten my PIN, what do I do?
When you try to enter an incorrect PIN, the app will state Incorrect PIN. Press RESET. Please contact us at the pharmacy and ask us to create a recovery code. Enter a new PIN and then enter the recovery code. Note this is time sensitive.
I have a lost my phone or got a phone upgrade – how do I transfer my account?
Download the Refill Assistant app onto your new phone. Once downloaded, please contact us at the pharmacy, and ask us to create a recovery code. Enter the code and a PIN number. All your patient, medication and reminder information will get downloaded to the app.
Can I phone the pharmacy directly from the app?
Yes, just open the Information button and press the phone number.
Is the app GDPR compliant?
Yes, the app is GDPR complaint. In the app, you can view the privacy policy and close your account which will remove your data from our servers. On request, the pharmacy can also export your app related data.
How secure is my personal information?
Your information is very secure. All patient and prescription information are encrypted on the device and in transit.
