Please review all errors and troubleshoot accordingly. If the issue/error remains, please contact NewCrop Customer Support with provider information, screenshot(s) and troubleshooting steps taken.
ERROR: Scheduled drugs, per DEA, may not be transmitted or faxed with your current account configuration.
Cause: Several factors:
• Provider is not registered for EPCS OR
• Provider is not approved or completed for EPCS OR
• Provider’s account is not configured correctly
Correction: Verify EPCS registration is completed. If completed and error remains, contact NewCrop Customer Support to check account configuration.
ERROR: You have exceeded the allowed number of attempts. Please try another OTP method.
Cause: Passcode has been incorrectly typed more than twice.
Correction: Choose another passcode method or wait 30 minutes for current passcode method to unlock.
ERROR: Script not signed in a timely manner.
Cause: When using the push notification on the Authy app, “Approve” is not clicked in a timely manner.
Correction: Click “Send Push Notification to Approve” once more. Approve in a timely manner.
ERROR: Your OTP has been entered incorrectly. Please re-type the OTP.
Cause: Passcode has been mistyped.
Correction: Type the passcode correctly and click “Sign Rx”.
ERROR: There is no “Send Push Notification to Approve” button. There is not option for the Push Notification on the NewCrop screens for the Authy App.
Cause: The provider did not add their number in the last step of the registration process.
Correction: Have the provider click on the “Manage Your EPCS Account” link and add their phone number under the “Manage Phone”. The provide will now see the “Send Push Notification to Approve” button.
ERROR: Error: could not get scripts to sign.
Cause: The provider is attempting to transmit an obsolete medication.
Correction: The provider will need to choose an active medication. Ask the provider to write a new medication, not choose a medication from the Current Medication List.