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 one-time passcodes (OTP) you need for EPCS. Use this article to place an order or get help with a token you already have.

Once your token arrives, see Pair a hard token to your iPrescribe account to link it to your account.

Order first-time hard token(s)

During EPCS activation, iPrescribe asks you to order a free hard token. Here's what to expect:

1. On the token ordering screen, check the address iPrescribe pulls from your practice location. Edit it if needed.
2. Tap Ship to this address, then tap Submit.
3. If iPrescribe finds a possible issue with your address, you'll see a screen with three options:
   • Keep your original address
   • Use a suggested corrected address

   • Enter a different address

     Note: If iPrescribe can't suggest a correction, you'll see a warning. Review your address carefully before you resubmit.

4. If iPrescribe finds a possible suite or unit number issue, it will ask you to confirm that detail before placing your order.
5. Once you confirm your address, iPrescribe submits your order. You'll get emails at each of these stages:
   • Order confirmation
   • Shipping notification with a tracking number
   • Delivery confirmation

Tokens arrive within 5–7 business days.

Order a replacement hard token (out of warranty)

Steps to order a replacement hard token

1. Submit a request to DrFirst Support, or contact your Customer Success Manager (CSM), to get a replacement token order link. 

2. Open the link, choose a quantity (limit of 10), and enter your contact information.

3. Enter your shipping and payment information. You can also fill in these optional fields:

• Business name
• Prescriber NPI
• Reason for replacement request in the Additional Note field

4. If your billing address is different from your shipping address, uncheck Billing info is same as shipping and enter the correct billing address.

5. Click Pay to place your order.

6. You'll get a confirmation email with a link to check your order status. More emails follow when your order ships (with a tracking number) and when it arrives.

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.

Assistance with an existing hard token 

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