Patient Guide

canary talks to Australia's electronic prescription exchange (eRx) every time you upload a script or refresh your dashboard. Very occasionally that national service has a brief outage — here's how you'll know, and what to do while you wait.

The status banner

If the prescription exchange isn't connected, a banner appears across the top of the page with a message like:

Sorry, the prescription exchange (eRx) service is not connected at this time. Script sync and uploads may be unavailable. Please refresh this page.

The banner checks the connection regularly (about once a minute) and disappears on its own as soon as the service is back. You don't need to do anything to make it go away.

What it means for you

• Uploading a script may not work until the connection returns — you might see an "Unable to connect" message when you try. Your token is still perfectly valid; just try again a little later.
• Refreshing your scripts may temporarily show older information, such as supplies remaining that haven't updated yet.
• Your existing orders are safe. An outage doesn't cancel or lose anything — it only pauses the live connection.

What to do

1. Wait a few minutes, then refresh the page.
2. If you were uploading a script, select Upload script and enter your token again.
3. If the banner has gone but something still looks out of date, press Refresh on your dashboard.

These outages are usually short and affect every pharmacy connected to the exchange, not just canary. If the banner stays for a long time and you need your order urgently, get in touch with the canary team and they'll help you out.