FAQ & Troubleshooting

Common questions and quick fixes. If you're stuck, raise a ticket and our team will help.

Setup

The prescription label / upload box isn't showing. Why?

Check, in order:

  1. Master toggle — Enable Medical Prescription Attachment is on (General).
  2. Product is gated — it's individually marked Prescription required, or it's in an Allowed Category (Product & Category Setup).
  3. Display position — a position is selected (not Disabled) for that page (Labels & Display).

I selected no categories — why aren't all products gated?

Empty Allowed Categories does not mean "all products." With nothing selected, only products individually marked Prescription required are gated. See Product & Category Setup.

A My Account tab (My Prescriptions / My Pill Box) shows a 404.

Flush rewrite rules: go to Settings → Permalinks and click Save Changes once. This usually happens right after install or an update.

Uploads

Which file types can customers upload?

Any of JPG/JPEG, PNG, PDF, DOC/DOCX — you choose which are allowed on the General tab. Max 10 MB per file.

Can a customer upload more than one file?

Yes, if Enable Multiple Files Upload is on. Set the maximum with Number of Files Allowed (1–10).

Does it work with the new Cart/Checkout Blocks?

Yes. The box is injected into the block layout and the upload requirement is enforced at the API level, as well as on the classic shortcode cart/checkout.

Can customers bypass the requirement?

No. On a gated order, checkout is blocked until a file is attached (or, with Attach Later, the order is held until they upload). Uploads are also validated by content, not just extension.

Review & approval

Where do I review prescriptions?

On the admin Orders review desk. Filter to Pending, open each order, read the upload, and Approve or Reject. See Order Management.

What happens when I reject one?

The order's prescription status becomes Rejected. If Re‑Upload If Rejected is enabled, the customer can submit a new file, returning it to Pending. See Attach Later & Re‑Upload.

Can I keep an audit trail?

Yes — enable Order Notes on Status Change (General) to log every approve/reject/upload as an order note.

OCR & AI

Do I have to use OCR or AI?

No. Both are optional aids. The plugin works fully without them, and a human still approves every prescription. See OCR & AI.

Is the prescription image sent to a third party?

On‑device OCR runs in the browser — nothing leaves your server. The AI fallback sends the image to Google Gemini only when it's enabled and OCR is weak. Review your data‑privacy obligations before enabling AI for real patient data.

Do I need to pay for the AI?

Gemini has a free tier (get a key at aistudio.google.com). High volumes may incur cost per Google's pricing.

Emails

Customers/admin aren't getting emails.

  1. Confirm the toggles are on (Notifications).
  2. WordPress default mail is often unreliable — install a transactional SMTP plugin and re‑test. See Email Notifications.

Compatibility

What versions are supported?

WordPress 6.7–6.9, WooCommerce 10.0–10.7, PHP 7.4–8.3. HPOS and Cart/Checkout Blocks are supported.

Will it work with my theme?

It's built for standard WooCommerce themes. If your theme heavily customizes the product/cart/checkout templates, use the display position options to place the box where it fits, or contact support.

Still need help?