If you're already in the swing of a Mosh subscription, and up to your 2nd or more order, it is possible that your order is 'stuck' this time around for a couple of common reasons. 🕵️
Click the options below or scroll 👇
Have you recently requested (or been recommended) a change in treatment? 💊
Have you completed your renewal check-in? 🔔
Have you provided full and correct contact details and address? 🏠
Have you completed your payment in full? 💳
Has the pharmacy prepared your order yet? 💊
Have you checked for tracking? ✉️
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Have you recently requested (or been recommended) a change in treatment? 💊
If you're changing treatments, you may have an action or task on the Dashboard of your Mosh Portal. If you need to consent to a new treatment plan, the practitioner will be unable to provide a new script to fulfill your treatment until this is completed.
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Have you completed your renewal check-in? 🔔
Each script has a finite amount of repeats. Once it runs out, you'll need to obtain a new script from a practitioner on the Mosh platform. If this applies to your order, you would have received an email and/or SMS from us notifying you of this.
To get a new script, you will need to complete a check-in with your practitioner. This renewal quiz will be visible on the Dashboard of your Mosh Portal. If this is not completed prior to your billing date, your order will be on-hold until this quiz is completed. Once you have completed this renewal quiz, it can take up to 24-48 hours for the practitioner to review your answers. -
Have you provided full and correct contact details and address? 🏠
Check your information is correct in "Address Info" in your User Portal. We’ll need these to update you of anything that we’re missing from you, as well as to ensure you get your delivery to the correct place.
Please note: Your address will need to be updated prior to your order's creation, otherwise you will need to reach out to our Customer care team for support. -
Have you completed your payment in full? 💳
Sometimes your card might be declined due to, e.g. insufficient funds. Check your payment history and make sure your card information is correct in "Payment Info" in your User Portal. -
Has the pharmacy prepared your order yet? 💊
The majority of orders require 3-4 days for the pharmacy to prepare. This is after your order has been charged and there is a valid script on file to fulfil this order. If there is not a valid script on file, you will need to complete a renewal quiz. Click here to read information about this.
Some Weight loss medication may have certain transportation conditions that will be expressed to you via email.
Please note: Weight loss cold-chain (refrigerated) orders are only sent on Monday, Tuesday and Wednesday from our partner pharmacies to avoid potential delivery delays over the weekend. The order still requires 3-4 days to prepare prior to shipment. Please refer to your Mosh Portal, Mosh App or keep a lookout for tracking updates. -
Have you checked for tracking? ✉️
If your order has been shipped, you can view your tracking via:
- The email we send you
- Via your Mosh Portal on the track orders page
- The Mosh App
You can download the app via these links:
Google play
Apple App store
Click here to send us a support request.
Alternatively, we do also have a live chat for more immediate support. (9am-5pm AEST). You will be able to see this if it's available via the green bubble on the bottom right of this page.
