Frequently Asked Questions

AllianceRx Walgreens Prime – Get to know us.

What is AllianceRx Walgreens Prime?

Formed in 2017 through a collaboration between Walgreens, one of the nation's largest drugstore chains, and Prime Therapeutics, a leading pharmacy benefit manager—AllianceRx Walgreens Prime is a specialty and home delivery pharmacy that strives to provide exceptional care throughout your treatment journey. We offer round-the-clock support and useful resources to help you take your medication as prescribed. For more information, you can visit our About Us page.

What is the difference between home delivery and specialty pharmacy?

Home Delivery is a mail-delivery pharmacy service that (based on your health benefit) allows you to receive a 90-day supply of your maintenance medications delivered to your home. Maintenance medications are typically prescribed for the long-term treatment of chronic conditions such as cholesterol, high blood pressure, and birth control, etc.
Specialty Pharmacy provides specialized care and medications for treatment of chronic, complex or rare conditions. Such medications typically have special storage, temperature and handling requirements and require close monitoring and ongoing support. 

How do I know if AllianceRx Walgreens Prime can fill my prescriptions?

To confirm if AllianceRx Walgreens Prime is an in-network pharmacy provider, contact your insurance benefit manager.

Do you have any educational materials in Spanish?

Yes, we offer educational materials in Spanish for conditions including Crohn's disease, cystic fibrosis, multiple sclerosis, psoriasis, and rheumatoid arthritis. Ask your Patient Care Advocate to have them mailed to you. You can also access on our website.

Online Access / Website Support

Why should I create an online account, and how do I get started?

Online account access makes prescription management easy. You can refill prescriptions, check order status, and track shipments. Additionally, you can manage family prescriptions, make payments, and update your health information.

Getting started is even easier. Create an account now.

I need help creating an online account. How do I get further assistance?

For further assistance, please contact the pharmacy care team.

Specialty Pharmacy – (855) 244-2555

Home Delivery Pharmacy – (877) 787-3047

Why do I have to verify my identity and/or answer security questions for online access?

Your personal identifying information, such as your date of birth, is only used to confirm your identity and to make sure that the person requesting access is really you. This process helps to ensure that unauthorized individuals do not have access to your pharmacy records online.

Why does the AllianceRx Walgreens Prime website ask if I already have an online account for Walgreens.com?

With Walgreens as one of two parent companies of AllianceRx Walgreens Prime, we simplified online access, eliminating the need for multiple account credentials, allowing you to sign in with the same username and password on AllianceRxWP.com and Walgreens.com. Please note: you will not see the prescriptions you fill at Walgreens retail pharmacies on AllianceRxwp.com.

If I already have a Walgreens.com account, do I need to create another online account for AllianceRx Walgreens Prime?

You do not need to create another account. Your credentials from Walgreens.com will be the same for Alliancerxwp.com

I am experiencing technical issues. How do I get assistance for website support?

For further assistance, please contact the pharmacy.

Specialty Pharmacy – (855) 244-2555

Home Delivery Pharmacy – (877) 787-3047

Prescriptions and Orders

Which prescriptions can I refill online?

Prescriptions must be in an active state for online refills. Profiled prescriptions that are held/stored by the pharmacy are not visible online until they become active.

If the prescription card is not selectable, or has a status of Refill not available, it is not eligible for online refill. In that case, please contact the pharmacy for further assistance.

Specialty Pharmacy – (855) 244-2555

Home Delivery Pharmacy – (877) 787-3047

How do I request a refill prescription?

Online prescription ordering is easy. Just sign in and select an option from the Manage Prescriptions drop down.

How do I request a new prescription?

Your doctor can send us your new prescription in one of three ways:

  • E-Prescribe: If your doctor is set up to send prescriptions through an electronic prescribing system, we are certified to accept them. This is the most popular method used by many doctor’s offices today.
  • Fax: If your doctor is not set up with electronic prescribing, they can fax them to us.
  • Mail: You or your prescriber can mail prescriptions to us with a completed new order form.

 

Here’s where they can find referral forms

I do not see the prescription that I want to refill. What can I do?

Prescriptions must be in an active state for online refills. Profiled prescriptions that are held/stored by the pharmacy are not visible online until they become active.

For further assistance, please contact the pharmacy.

Specialty Pharmacy – (855) 244-2555

Home Delivery Pharmacy – (877) 787-3047

What should I do if I have more questions about my medication, including side effects?

If you have life-threatening symptoms such as difficulty breathing, call 911.

If you have questions or need further assistance regarding your medication, our pharmacy care team is there to help. Simply call the phone number printed on your prescription label.

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If you don’t have the pharmacy direct phone number available, you can always contact our pharmacy care teams using the toll-free numbers shown below.

Specialty Pharmacy – (855) 244-2555

Home Delivery Pharmacy – (877) 787-3047

I am a caregiver and/or I manage prescriptions for my family members. Can I access and manage their prescriptions through my online account?

Yes, managing family prescriptions can be seamless with your online account. To add family members, simply sign in, select the Manage Prescriptions tab and click Add/manage Family.

My child is about to turn 18. Will I still be able to manage their prescriptions?

Parents or guardians may no longer access their child's records once the child turns 18 unless the child (who is now a new adult) grants permission.  The parent or guardian can continue to manage the new adult’s account by sending an invitation to the new adult to become his/her Family Administrator.  If the new adult accepts the invitation, then the parent or guardian can continue to manage the new adult’s account as a Family Administrator.  If the new adult does not accept the invitation, the parent or guardian will no longer have access to the new adult’s records. Please note that if a new adult remains a beneficiary of a parent's or legal guardian's health insurance policy, the new adult should check with their insurer before making any changes.

Can I check the status of my order online?

Order status updates and tracking information are visible online. Simply sign in and click the Order Status tab at the top of the web page.

How much is my order going to cost?

When requesting prescription refills online, an estimate of your cost is included in the summary review before submitting your order.

What should I do with the package and shipping materials I receive with my medication delivery?

We’re committed to sourcing sustainable packaging materials whenever possible. Visit Medication Packaging Disposal to learn how to responsibly recycle and dispose of your packaging contents.

How do I cancel an order?

If you need to cancel an order, please contact the pharmacy as soon as possible.

Specialty Pharmacy – (855) 244-2555

Home Delivery Pharmacy – (877) 787-3047

Can I return medications?

By law, we cannot accept returns of prescription products for reuse or resale. However, if you feel we have made an error in filling the prescription, please contact the pharmacy.

Specialty Pharmacy – (855) 244-2555

Home Delivery Pharmacy – (877) 787-3047

Account Management

How do I update my profile information?

You can update personal information such as home address and contact information, along with your username, password, and security question/answer associated to your online profile.

To make other updates to your personal or pharmacy profiles, please contact the pharmacy team.

Specialty Pharmacy – (855) 244-2555

Home Delivery Pharmacy – (877) 787-3047

How do I update my shipping addresses & payment methods?

When submitting refill requests online, you can easily make updates to your shipping addresses and payment method options. Simply click the edit links located on the review page before submitting your order.

How do I update my health information?

You can actively manage your health information and update your medication list, health conditions, and drug allergies. To do so, sign in and click the Health History link from the Account Home page.

How do I access my account balance & payments?

You can view your account balance and make payments online by clicking the Make a Payment within the Account Home page or Payment Online link located within the footer.

For online payments, we accept Visa, Mastercard, American Express and Discover credit/debit cards.

To confirm other acceptable forms of payment, please contact the pharmacy care team.

How do I update my insurance?

Call the phone number on your prescription bottle and our Patient Care team can assist you. Be sure to let us know as soon as possible to avoid a delay in getting your medication.

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If you’re unsure who to contact, please call:

  • Specialty Pharmacy: 855-244-2555
  • Home Delivery Pharmacy: 877-787-3047