Purpose: This article explains how to order first-time hard tokens (key fob code generators) for e-prescribing controlled substances, how to order replacement tokens, and how to get help with an existing token under warranty.
Audience: Prescribers and practice administrators contracted directly with DrFirst who need to order or manage EPCS hard tokens (key fobs).
Hard tokens — also called key fobs — generate the codes required for EPCS. Use this article to place a token order or get help with a token you already have.
Important: If you are contracted with an EHR, please reach out to your EHR for hard token replacement.
Order first-time hard token(s)
First-time tokens are free - no payment information required. You can order a single token or multiple tokens (one for each new provider); the process is the same.
1. Navigate to the DrFirst Hard Token Request storefront.
2. Select a quantity and click Add to cart.
3. When the alert appears, select View cart to review your cart or select Check out to access the checkout screen. You can also click the shopping bag icon to access your cart.
4. From your cart, click Check out.
5. Enter your shipping information and review all fields for accuracy.
Note: New tokens are free, so you will not enter a payment or billing address.
6. Click Complete order to finalize your token order.
You will receive a confirmation email at the address you provided at checkout. It includes a link - click View Order to check your order status.
When your order ships, you will receive an email with a tracking number.
You will receive a final confirmation email once your order is delivered.
Order a replacement hard token (out of warranty)
1. Submit a request with DrFirst Support, or contact your Customer Success Manager (CSM) if you have one, to request a replacement token link.
2. Access the link and select a quantity, then enter contact information. There is an order limit of 10 for replacement tokens.
3. After entering contact details, enter your shipping and payment information. Complete the additional optional fields:
- Business name
- Prescriber NPI
- Reason for replacement request in the Additional Note field
4. If needed, enter an alternate billing address by de-selecting the Billing info is same as shipping checkbox. Once all fields are complete and checked for accuracy, click Pay to finalize your token order.
5. Once ordered, you will receive a confirmation email at the email provided on the checkout screen. This contains a link to check the status of your order by selecting View Order.
6. Once your token order has shipped, you will receive an email containing a tracking number.
7. You will receive a final confirmation email when the token order is delivered.
Get help with a token under warranty
DrFirst provides a 90-day limited warranty on hard tokens. This warranty does not cover damage or loss. If your token is within the warranty period, follow the steps below.
1. Sign in to the help center and click Submit a request at the top or bottom of the Help Center (you may not see all options if you do not sign in).
Note: On a mobile phone, open the main menu (three horizontal lines on the top right corner) to find the sign in option. Some request options appear only after you sign in.
2. Click iPrescribe Support Request
3. Scroll down to the form and complete these fields:
- How is this impacting your business? Select a severity level (e.g., Moderate)
- What do you need help with today? Select Token Assistance
- Type of Token Assistance needed. Select Question On Existing Token (Hard or Soft) if you are experiencing issues with a current token that you use
4. Click Submit
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