Orders move through several stages: medical intake → clinician review → pharmacy fulfillment → shipping. Most ship within a week.
Clients can check the status by following these steps:
Log into the portal from the wellness business you work with (e.g. altroapp.com/business name)
Click on Orders
Choose the order you want to check the status of
For any issues with orders, contact our team through the "messages" feature in the portal
Common causes of delay:
Incomplete medical intake: started it but didn't finish.
Clinician needs more info: the clinician may have messaged through the portal with follow-up questions before prescribing.
Lab required first: testosterone (TRT) requires recent labs.
Missing prescription information: The clinical team may require a clear image of the current prescription or prescription label to verify medication name, strength, and dosage.
Unclear uploaded documents: If the uploaded prescription image is blurry or incomplete, it may delay verification.
If you have placed a prescription order and have any questions or concerns regarding it, please contact the support team through the portal.
Steps for Clients to Resolve Stalled Orders:
Check notifications in your portal: Log in and review any messages or notifications for additional information requests.
Ensure all necessary steps have been completed: This includes placing the order, completing all medical intake forms, and completing any necessary labs.
Contact the clinical team: Message via the portal to check in on the status of your order.