--- title: FAQ & Troubleshooting source: https://wpdoc.webkul.com/medical-prescription/documentation/faq.html --- # FAQ & Troubleshooting Common questions and quick fixes. If you're stuck, [raise a ticket](https://webkul.uvdesk.com/) 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](https://wpdoc.webkul.com/medical-prescription/documentation/configuration-general.html)). 2. **Product is gated** — it's individually marked *Prescription required*, or it's in an **Allowed Category** ([Product & Category Setup](https://wpdoc.webkul.com/medical-prescription/documentation/product-setup.html)). 3. **Display position** — a position is selected (not *Disabled*) for that page ([Labels & Display](https://wpdoc.webkul.com/medical-prescription/documentation/configuration-labels-display.html)). ### 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](https://wpdoc.webkul.com/medical-prescription/documentation/product-setup.html). ### 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](https://wpdoc.webkul.com/medical-prescription/documentation/configuration-general.html) 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](https://wpdoc.webkul.com/medical-prescription/documentation/attach-later-reupload.html), 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](https://wpdoc.webkul.com/medical-prescription/documentation/admin-order-management.html). ### 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](https://wpdoc.webkul.com/medical-prescription/documentation/attach-later-reupload.html). ### Can I keep an audit trail? Yes — enable **Order Notes on Status Change** ([General](https://wpdoc.webkul.com/medical-prescription/documentation/configuration-general.html)) 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](https://wpdoc.webkul.com/medical-prescription/documentation/configuration-ocr-ai.html). ### 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](https://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](https://wpdoc.webkul.com/medical-prescription/documentation/configuration-notifications.html)). 2. WordPress default mail is often unreliable — install a transactional **SMTP** plugin and re‑test. See [Email Notifications](https://wpdoc.webkul.com/medical-prescription/documentation/email-notifications.html). --- ## 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](https://webkul.uvdesk.com/). --- ## Still need help? - 🎟 **Support Portal:** - 📧 **Email:** [support@webkul.com](mailto:support@webkul.com) - 🎫 **Ticket:**