Why is my order on hold?

If your order shows as "on hold", here is what is most likely happening.

Most common reason: your consultation is still pending

In nearly every case, an order goes on hold because the doctor consultation has not yet been completed. We cannot dispatch medication until a doctor has reviewed your case and issued your prescription.

What to do:

1.     Log into your Zapmed account and check whether you have a pending booking link.
2.     Complete the consultation (it usually takes 5–10 minutes).
3.     Once the doctor signs off the script, your order releases automatically and dispatches the same or next day.

Other reasons an order can be held

Less commonly, an order may be held because:

•        Payment was not fully captured (the bank held the transaction).

•        We need to confirm a clinical detail with you before dispatch.

•        A stock issue at the pharmacy partner.

In any of these cases we will reach out to you proactively. If you have not heard from us within 24 hours of your order showing "on hold", chat us with your order number and we will check immediately.

Checking live order status

You can always see the status of your order by logging into your Zapmed account and going to My Orders.

Updated on: 26/04/2026