FAQs

Getting Started

What is myPharmacyLink?

myPharmacyLink is an application provided by your selected pharmacy. myPharmacyLink was built and is operated by GuildLink Pty Limited (ABN 83 090 249 960), www.guildlink.com.au (owned by the Pharmacy Guild of Australia)

What is the purpose of the App?

The App helps you easily manage medications for you and your family, under the guidance of your trusted pharmacist. You can view your personalised medication information, receive reminders for new scripts and order your medications from your local pharmacy, all at the touch of a button. Please refer to The App section which covers ‘How it Works’ & ‘Easy to Use Features.’

Is the content on myPharmacyLink app medical advice?

The content on myPharmacyLink is provided for general information only. It is not medical advice and is not a substitute for the advice of a health care provider. We are not a medical organisation and cannot give you any medical advice or diagnose conditions. You should obtain professional, specialist or medical advice (as applicable) before taking, or refraining from, any action on the basis of the content of myPharmacyLink app.

What will I see when I first log in to myPharmacyLink?

After the Welcome screens introducing you to the different features, you will see the Main Menu to navigate to your medications list. Active Medications or My Medications are your current medications that have repeats or supply remaining. In both your Script History and Services History, you will see up to 10 years of past scripts and services as provided by your pharmacy.

How do I get the app?

You can download myPharmacyLink from the Apple App Store or the Google Play Store. To activate the app, you will need to ask your pharmacist for an activation code. Refer to ‘Get Started‘ section.

What devices are supported?

iOS – (operating system iOS from version 10) iPhone and iPad

Android – (operating system Kitkat 4.4 and above).

The App is not compatible with Windows phones.

Please check the App / Google Play for the most up-to-date information

How do I register?

Visit your pharmacy supporting myPharmacyLink to register your details and link your medication and pharmacy services information. Your pharmacist will need to confirm your identity and generate an activation code for you to activate the App. Visit Getting Started for more information.

Do I have to visit the pharmacy to register for myPharmacyLink?

Yes. The pharmacy needs to confirm your identity to protect your privacy. They will not store the original copies of your identity documents but may keep a note of the identity document you showed them. Please refer to Privacy Policy & Terms of Use.

What happens if I don’t activate my account straight away?

The activation code is valid for 7 days. If you do not activate within that time, then you will have to go back to your Pharmacy for a new activation code to be issued.

What happens if I lose my activation code?

If you lose your activation code, then you will have to go back to your Pharmacy for a new activation code to be issued.

You will not require your activation code once you have activated myPharmacyLink.

How much will it cost me to sign up?

myPharmacyLink is free to download and sign up.

How do I make sure that I see all my medications and services history in the App?

myPharmacyLink retrieves your prescription and service history from the pharmacy you are registered at. You can only register with one pharmacy at the time.

To ensure that all your information is current and up-to-date in one place, you need to go to your pharmacy of choice. If you do visit other pharmacies, your medication and services history will not be displayed.

Do I need an email address to sign up to myPharmacyLink?

Your pharmacist will request an email address to activate your myPharmacyLink account. This is essential as myPharmacyLink needs a unique contact for you to send critical messages, or if you have lost your password. The reset password request will be sent to your nominated email address at the time of registration. You can request to change your email address through your pharmacy.

You can easily create a free email account at Google, Hotmail or Yahoo Mail.

How large is the myPharmacyLink App?

myPharmacyLink download size is approximately 80MB but can vary between devices.

If myPharmacyLink is completely closed on my device (not running in the background) will I still receive notifications?

Yes – if you have enabled notifications in Settings. Sometimes you may need to check your phone ‘Notification’ settings.

ANDROID USERS ONLY: If you are using the ‘Dose Reminders’ feature, you may have issues receiving dose reminder notifications. If you have recently ‘Force Quit’ the myPharmacyLink app, this will disable offline notifications until the application is relaunched or your phone is restarted. This is typically performed through your phone’s Settings but may also be triggered by other vendor utilities (for example, a ‘system optimiser’ that terminates backgrounded applications). You can check to see if the ‘alarm clock’ appears in your status bar to be sure your reminders are set.

Can I access myPharmacyLink account via an internet browser?

This is not available. If you would like this feature to be implemented, please let us know by sending your feedback, accessed from ‘About’ in the app main menu.

Messages and Reminders

How and when will I receive script reminders?

You will receive reminders based on your Script Reminder Preferences for each medication. Should you require assistance in setting these up, please talk to your pharmacist.

Will I receive messages or notifications from my pharmacy without internet access?

No. Once you are connected back to the internet, you should receive your messages.

You will receive notifications for any dose reminders you have set regardless of internet connectivity.

Can I set up dose reminders?

Yes. There is a ‘Dose Reminders’ feature on the Main Menu. You can set up dose reminders for your medications or for the people you care for. These can be set up to a specific time (daily, weekly, monthly or yearly) and can be linked to the corresponding medications.

However, dose reminders are only set to the local device. Once you log out of your account, any dose reminders you have set will be lost.

For example, if you have set this up on your iPhone and then access myPharmacyLink on your iPad, dose reminder notifications will only appear on your iPhone.

Can I set dose reminders for others?

Yes. As a Carer, you can set up dose reminders for people who are linked to your profile. However, this is set locally to your device only. You will be the one who will receive the dose reminders.

For example, if Rachel sets a reminder for Ronald on her phone, and Ronald logs in to his myPharmacyLink account, he will not receive dose reminders as it has not been set on his device.

You will not receive dose reminders notifications if you are logged out of the app.

Can I delete messages?

Yes. You can delete message threads via the Trash icon in the top right corner. However, they will reappear if your pharmacist responds to the message thread.

My Pharmacy

Can I register myPharmacyLink with multiple pharmacies?

No. You can only register to one pharmacy at a time.

How do I change my registered pharmacy if I move?

If you choose to move to another Pharmacy, then you will need to re-register with the new pharmacy and re-activate the App using a new token provided.

What if I fill a repeat script at another pharmacy?

myPharmacyLink is only linked to the one pharmacy you have signed up to. As such, if you fill a repeat script at another pharmacy, your current number of repeats for that medication will be inaccurate. Once you revisit the pharmacy that you are linked to, to fill your script, the number of repeats will be updated.

How do I find the nearest pharmacy supporting myPharmacyLink?

Once you download the app, there is a ‘Find a Pharmacy’ section on the sign up screen. You can search by postcode or suburb to view the list of pharmacies closest to you.

How can I see which services my pharmacy provides?

This will be a future enhancement.

Who do I contact if my question is not answered in these FAQs?

Please send an in-app message to your pharmacy from ‘Messages’ or alternatively you can contact your pharmacy in-store with questions.

My Medications

When and how are prescription medicines added to My Medications screen?

Your medication and script history will be updated when you fill a script at the pharmacy you are linked with. How quickly you can see the script details within the app may be impacted by internet speed.

How do I remove Medications from My Medications List?

Simply tap on ‘Days Supply’ to update. This can be done within the Active Medications or Medication Detail screen.

 

How do I remove scripts from My Medications List?

  1. Select your medication from your Medications List
  2. Tap on ‘Finish’, located at the bottom of the Medication
  3. This will remove the medication from your active medications list and any refill reminders.

If there is a script for this medication, it will appear in ‘Script History.’

 

Will I see my medication without internet connection?

Yes. All the information can be viewed without internet connection but you will not receive any notifications until you reconnect to the internet.

How can I obtain more information about my medication?

For more information about your medication, you can view the Consumer Medicines Information (CMI) document which can be accessed by tapping on ‘Information Sheet’ in your detailed Medication view.

Order Medication

Can I order new scripts?

Yes. To order new scripts, you can use the Snap and Send feature to send a photo of your new script before you present it at the pharmacy.

You will still be required to bring in a physical copy of the script with you when you visit the pharmacy to pick up your medications.

Simply go to the ‘Order Medications’ screen and tap the camera icon (bottom right) to take a photo or to upload an existing photo of your new script.

Note: if it is not the original script, your pharmacy may contact you to retake the picture of the original if they do not have it on file.

 

Can I order non-prescription medication, such as vitamins in myPharmacyLink?

No. However, you can send a message via the app to your pharmacy to request non-prescription items.

For non-prescription medications, such as vitamins, you can ask your pharmacist to add them to your Medication Profile. These will then appear in your Medication list to reorder if you are running low on supply.

Can I order NDSS products?

Yes. To order NDSS products:

  1. In Settings, enter your NDSS number
  2. In the Active Medications List, tap on ‘Add a new NDSS product’
  3. Choose a Category
  4. Select your NDSS product
  5. Set your reminder preferences, if required
  6. This will appear in your Active Medications List
  7. Simply reorder when needed

If you do not see ‘NDSS’ in the your Settings, please talk to your pharmacy.

Is there a minimum age requirements to using myPharmacyLink?

Yes.

If they have shared their Profile with you or they are a Dependent and you are registered as their Carer.

Dependants are registered and added to your profile at the pharmacy.

Other myPharmacyLink users from the same pharmacy can share their information with you. They can do this from ‘Manage Permissions’ and tab on ‘Share data with another user’ at the bottom of the page.

You will be notified of any changes to your account in ‘Messages’.

My Permissions

What consent is required to use myPharmacyLink on another person’s behalf?

If you want to manage medications on behalf of another person, such as your parent, spouse, sibling or child, you must give the pharmacist that person’s details and show the pharmacist that you either have that person’s consent or the authority to act on their behalf.

What is the process for revoking permissions?

If you have consented to your records being accessible by either a parent/carer or another responsible person, you may revoke this consent by attending your selected pharmacy and advising them that you have now revoked consent for either the parent/carer or another responsible person to have access to your records via the myPharmacyLink. Your revocation of consent will result in their access to your records being cancelled.

Is there a minimum age requirements to using myPharmacyLink?

Yes. You need to be 16 years or older to sign up to myPharmacyLink.

If you are under 16 years of age, you will need to be added as a Dependant to a parent/Carer’s profile by the pharmacy.

I manage my child’s medication via myPharmacyLink. What happens when they turn 16?

You will be notified 21 days before your child turns 16 years of age within the app that you will soon no longer have access to your child’s account. On the day your child turns 16, you will receive a notification that your child’s account has been removed.

Your child can now go to the pharmacy to register to myPharmacyLink. If you need to continue to manage their medication, you will need to visit the pharmacy to re-add them as a dependant.

Privacy and Security

How secure are my medication details?

All data held on the phone is password protected and encrypted. All data passing between the phone and the cloud servers are encrypted. Your data is stored in a secure cloud-based facility with multiple redundancy and security layers covering all aspects of the solution.

myPharmacyLink meets all relevant Australian standards for the security and privacy of health and medical information.

I forgot my PIN, login or password, how do I retrieve it?

You can follow the prompts such as ‘Forgot Password’ to request that these be reset within the App.

Can someone else login to my myPharmacyLink account using my activation code?

No. myPharmacyLink activation codes can only be used once. Once your account is activated, the token is discarded by the system. Your username (email) and password login credentials are required to access myPharmacyLink.

Can I use my activation token to setup myPharmacyLink on multiple devices?

No. Activate your account on your first device, then use your username (email) and password to login into additional devices. You can login to myPharmacyLink on different devices simultaneously.

What personal information is shown on myPharmacyLink?

myPharmacyLink only shows you information about you that your myPharmacyLink selected pharmacy holds about you. Prescription information or pharmacy services information about you held by non-selected pharmacies will not appear in your myPharmacyLink account. Please refer to Privacy Policy & Terms of Use.

How does myPharmacyLink collect information about you?

Pharmacies collect prescription and pharmacy service information (such as results from blood pressure testing) from you when you give them a prescription to fill, or you ask them to provide a professional service to you. Pharmacies store this information in GuildLink’s database (developer) and myPharmacyLink enables you to see this information. Please refer to Privacy Policy & Terms of Use for more information.

How do we use your personal information?

myPharmacyLink and GuildLink use your prescription and professional services information for the purpose of providing you with the myPharmacyLink services outlined above.

Please refer to Privacy Policy & Terms of Use for more information.

What won’t we do with your personal information (including disclosures)?

We will NOT:

  • store or send any of your prescription information overseas;
  • disclose specific prescription or professional services information about you to third parties unless you give express consent;
  • collect information about you other than the prescription and professional services related information we already hold unless it is directly related to myPharmacyLink and you would reasonably expect it or we have your specific consent;
  • collect information about your location through myPharmacyLink; or
  • use your prescription or professional service information to offer you new products or services unless you give your express consent.

Please refer to Privacy Policy & Terms of Use.

How do I cancel my registration?

Visit your pharmacy to advise them that you wish to discontinue using the App. Your pharmacy may provide alternative script reminder solutions such as SMS, automated voice calls or emails to ensure there is no disruption to your medication management.

What happens if I logout?

If you logout, you will no longer receive any push notification reminders including dose reminders on your device. Leave your account logged in to ensure you receive important notifications and messages. We recommend that you set a PIN to ensure your information is protected.