Text Messaging
Frequently asked questions Text messaging commands Supported carriersPreference management
Enrollment
I did not receive my text to enroll. What should I do?
Sometimes mobile carriers will block our text messages from reaching you. We send all texts from a number called a short code. Our short code is 27694.
Please contact your mobile carrier and ask them to remove the block on short code 27694 immediately. Afterward, please ask your local pharmacy to re-enroll you.
You can also download our mobile app or visit our web pharmacy and register for text messaging.
You should then begin to receive texts.
I received an error message when I tried to send back my code to enroll.
Your three digit code expires 72 hours after you sign up. If your code has expired, please contact your local pharmacy and ask to be re-enrolled. You can also get our mobile app or visit our web pharmacy and register for text messaging.
Please send only the three digits and nothing else in your text message.
Please disable any signatures you have attached to your text messages.
If none of the above works, please contact our customer support at safewaysupport@mscripts.com.
I got a text asking me to reply with Y. I received an error message after I did so.
Please send only the character y or Y and nothing else in your text message.
Please disable any signatures you have attached to your text messages.
If none of the above works, please contact our customer support at safewaysupport@mscripts.com.
I am signed up for text messaging, what messages should I expect?
Welcome aboard! Now that you are signed up for texts, you will receive the following:
- A reminder when it's time to refill your prescriptions.
- A notification when your refill is ready for pick up.
- You may also get other healthcare-related messages from your pharmacy.
Rest assured that we will never spam you.
If you wish to do more or manage what messages you get, you can download our mobile app or register for access through the web pharmacy
Is there a charge for text messaging?
There is no charge for text messaging service provided by your pharmacy. Any text message fees you have is tied to your mobile phone plan may be applicable. Please contact your mobile carrier if you have questions about your phone plan.
Do I need to create an account for text messaging?
Our text messaging service does not require you to create an account. You can ask your pharmacist to enroll you in text messaging.
However, if you would like to use the mobile app or web application you must create an account.
Can I sign up multiple family members on one mobile number?
Yes, the same phone number can be used multiple times, but each person will need to be registered separately. Your pharmacist can assist in adding your family.
You can also download our mobile application or visit our web pharmacy at https://safeway.medrefill.com/swweb/ and register your family.
I get an error message when I respond to your messages. What should I do?
Please reply to the message using only the command you are trying to send. For instance, if you are trying to manage your preferences, please send only the letter P when you respond.
See the commands you can send to the system.
If you continue to receive an error message, please contact our customer support atsafewaysupport@mscripts.com.
I received an error message when I tried to refill my prescription. What should I do?
We're sorry for the inconvenience. You can try placing the refill request again by replying to any of our texts with the prescription number located on your prescription bottle.
Alternatively, you can download our mobile app or visit our web pharmacy at https://safeway.medrefill.com/swweb/ and place your refill request.
If none of the above results in a successful refill, our system could be temporarily having network connectivity problems. Please call the pharmacy and place an order on the phone.
I replied ‘Thanks’ or ‘OK’ to a pick up notification and I got an error message.
All our message are sent using automated technology. Our system does not expect a response to a pick up notification. Therefore, it generates an error message. This error is not related to your prescription or its status.
Should you need any assistance, please contact our customer support atsafewaysupport@mscripts.com.
How long do I have to respond to a refill reminder?
You have 10 days to respond to a refill reminder. If 10 days elapse, you can manually send a refill request by texting the prescription number on your prescription bottle in reply to any text from our pharmacy.
My prescription was ready for pickup but I was not notified
We're sorry for the inconvenience. If this issue continues, please contact your pharmacy or our technical support for assistance.
Can I set up reminders to take my medicine?
Yes, you can. Please download our mobile app or visit our web pharmacy to create an account. Once your account is created, you can go to the "Reminders" tab to set up reminders to take your medications.
I got several messages telling me that different scripts are ready. Can I respond to more than one text at once?
Yes, you can, but you must respond to each message individually. For example, if you get two messages, and the first says “Respond with 1 to refill” and the second says “Respond with 2 to refill”, you should reply with 1, and then press send. Then, respond with 2 and press send. Both your refills will be placed.
Why did I get one text message with all my prescriptions at once?
We're sorry for the confusion. We do not send texts related to multiple prescriptions at once.
Some phone carriers may group multiple texts as a single big text. In that case, please respond to each prescription individually. You’ll see a unique number associated with the refill for each prescription. For example, the first reminder might say “Respond with 1 to refill” and the second might say “Respond with 2 to refill”. You should reply with 1, and then press send. Then, respond with 2 and press send. Both your refills will be placed.
If you are still having trouble, please contact our customer support at safewaysupport@mscripts.com and we’ll be happy to help you.
How do I stop reminders for a specific prescription?
In the refill reminder text for the medication, there will be two numbers you can text back in response to the message (the text will say something like: "Reply 1 to fill, 9 for no more reminders.”) If you respond to the text with the second number (e.g. “9”), and that will stop any additional refill reminders for that prescription.
Note that if you do later refill that prescription, the refill reminders will restart again the next time it is time to refill.
If you want to permanently stop text reminders for all medications and as well as any other types of text messages from the pharmacy, you can simply text back "Stop" in response to any text.
I accidentally stopped reminders for a prescription. What should I do?
If you accidentally stopped a reminder for a prescription, you can reactivate reminders by filling the prescription. The next time it is due, you will receive a reminder again.
To fill the prescription manually, you can reply to any of our texts with the Rx number located on your prescription bottle.
Prescription pre-fills
I've received a text message that says my prescription will be ready on a future date. What action am I required to take?
Nothing is required, however you can click on the link presentin your Pre-fill text message to see the list of prescriptions that we plan to have ready for pick up.
- You can make the following changes to your order:
- Change the pickup date for an individual item or all items.
- Cancel an individualitem or the entire order.
- Call your pharmacy if you would like to change your pick up location.
If you don’t want to make any changes, then no action is required. We’ll let you know when your order is ready.
When selecting a new pick-up date, I am unable to select the date I want. Please advise.
Changing pickup dateis only allowed within a specific date range relative to your original pickup date. You cannot select a new pickup date that's too early or too far off from the original pickup date. The calendar tool shows only those dates that are eligible.
What happens if I cancel a prescription?
If a prescription is canceled, we willremove theitem fromPre-fill Communication Program.We will add the item again in the future if you fill it again.
Please contact your pharmacy if you want to undo the cancellation.
When I click on the link in the text message, I see a 'Link has expired' error.
You have 2 days to make any changes. Accessing the link after this time means that we have started processing your order and you can no longer make any changes.Youshouldreceive a notificationfrom us to let you know when your order is ready.
For any questions, please contact your pharmacy.
I see an error when I try to change a pick-up date or cancel an item . What should I do?
This could happen due to multiple reasons:
- The selected pickup date is not within the acceptabledaterange. To resolve this, you can select a different pickup date and try again.
- We could be facing some temporary network issues or our servers may betemporarily unable to process your request. You should try again and if the problem persists, wait for some time before retrying.
Feel free to contact your pharmacy anytime.
Home Delivery option
How long do I have to select the Home Delivery option?
The link expires at midnight the day after you receive your initial text.
How long does it take for my order to arrive?
Most packages arrive within 3 days of shipping. We will ship your order with enough time to arrive.
Can I change my shipping address?
For security reasons, we will only ship directly to your address on file. To change or update your shipping address.
Can I choose expedited shipping?
Most packages arrive within 3 days of shipping. We will ship your order with enough time to arrive so that you do not run out of medication.
Are there any restrictions to what can be shipped?
Right now, we will ship any order that contains tablets and capsules only. We are unable to ship liquids, topicals, refrigerated products, or controlled substances. We are excited to expand beyond these offerings soon.
Do you accept FSA/HSA cards?
Yes! Just add your information under the ‘Add Card’ field in the app.
How will I know when my order has shipped?
We will send a text alert to let you know when your order is shipped, out for delivery, and at your door.
What does the program cost?
We are happy to provide this service at no cost to you.
Are my copays different than what I can get at my local pharmacy?
Your copays are the same price as if filled at one of our pharmacies. Because some prescriptions may be very expensive, if you have a high-priced medication, we will reach out to you to confirm before we ship.
Do I need Pharmacy Web Portal account to use this service?
No, just simply be enrolled in text alerts and allow us to manage your maintenance medications. Once you are enrolled, you will begin to receive the text alerts for qualifying orders.
Can I change my settings to show prescription names instead of prescription numbers?
Yes, you can choose to have prescription names shown in your reminders.
Please reply with 'P' to any of our text messages from your registered mobile number. You will receive a text with a link to a website where you can change your preferences.
You can also easily manage your preferences by downloading our mobile app or visiting our web pharmacy at https://safeway.medrefill.com/swweb/.
Here are the steps to be followed:
- Once you’ve registered, go to 'Reminders'.
- Go to the 'Reminder and Notification Settings' section.
- Toggle the 'Show full prescription names in notifications' setting to On.
Can I change what time I receive my refill reminders?
We send our refill reminders between 8 and 9 am local time. If you’d like to change the time when you receive refill reminders, please reply with 'P' to any of our text messages from your registered mobile number. You will receive a text with a link to a website where you can change your preferences.
If you are still not receiving refill reminders at the time you expect, please check to ensure that your time zone is set correctly on the preferences page.
You can also easily manage your preferences by downloading our mobile app or visiting our web pharmacy at https://safeway.medrefill.com/swweb/.
Here are the steps to be followed:
- Once you’ve registered, go to 'Reminders'.
- Go to the 'Refill Reminders.’
- Change the time you are receiving reminders by choosing ‘At this time.’
Can I change what time zone I am in?
If you’d like to change your time zone, please reply with 'P' to any of our text messages from your registered mobile number. You will receive a text with a link to a website where you can change your preferences.
You can also easily manage your preferences by downloading our mobile app or visiting our web pharmacy at https://safeway.medrefill.com/swweb/.
Here are the steps to be followed:
- Once you’ve registered, go to ‘Account’
- Choose your time zone.
Note that our mobile application will automatically detect your time zone when you log in, and ask if you’d like to change it if you are in new time zone.
How do I change my text reminders to send text messages in Spanish?
To update your language settings, text the letter P to our shortcode: 27694.
Or you can log into the pharmacy app or visit our web pharmacy at https://safeway.medrefill.com/swweb/ and go to your Accounts page. Once there, you can choose Spanish as your reminder language.
I already changed my language settings but I am still getting text notifications in the older language. Why is this happening?
- Once you update your language, it will take several days for all of your pickup and ready reminders to be sent in the language you selected.
- We currently support Spanish messages for only two types of messages: refill and pickup reminders. All other messages will still be sent in English.
Unregister
How do I stop text messaging?
If you want to permanently stop messages about all medications, you can simply send ‘Stop’ in response to any text from us.
I accidentally sent STOP, how do I re-enroll?
No worries, you can contact your local pharmacy and ask to be re-enrolled.
Alternatively, you can also download our mobile app or visit our web pharmacy at https://safeway.medrefill.com/swweb/ and register for text messaging.
Text messaging commands
You can send the below commands in response to any of our texts or to 27694.
| Refill aprescription | <Rx number> | Just reply to any of our texts with the Rx number located on your prescription bottle and we'll refill your prescription.Example:1234567 or 123456789012. |
| Unsubscribe | stop | Sending STOP in reply to any of our texts will unsubscribe you from the service. |
| Get the app | app | This will send you a link to our mobile web application so you can manage your prescriptions, set reminders to take them and manage preferences. |
| Get help | help | Sending HELP will link you to this website and supply our support phone number. |
| Manage your preferences | P | This will send you a link to our mobile preferences site, where you can change your settings and view your prescription list. |
We support these carriers
- ACS Wireless
- Alltel
- All West Communications US
- Appalachian Wireless
- AT&T
- Bluegrass Cellular
- Boost (iDen)
- Boost Unlimited (CDMA)
- Breakaway Wireless US
- Cablevision
- Carolina West
- Cellcom
- Cellular One of East Central
- Cellular One of Montana (MTPCS)
- Cellular One of NEPA
- C-Spire
- Centennial Wireless
- Chariton Valley Cellular
- Cellular
- Chat Mobility US
- Cincinnati Bell
- CTC US
- Cricket Communications
- Duet Wireless
- Element Wireless
- Epic Touch US
- Farmers Mutual Telephone Co US
- GCi Communications
- Golden State Cellular
- Illinois Valley Cellular
- Inmix Wireless
- Inland Cellular
- MetroPCS
- Mobi PCS Wireless US
- Mosaic Telecom US
- Nex-Tech Wireless
- Nextel
- Northwest Missouri Cellular US
- nTelos Wireless
- Nucla-Naturita Telephone Co US
- Panhandle Telecommunications US
- Peoples Wireless US
- Pioneer Cellular US
- Plateau Mobile3
- Revol Wireless US
- Silver Star Wireless
- Snake River PCS US
- Sprint
- Sprocket Wireless US
- Strata Networks US
- Syringa Wireless US
- Thumb Cellular
- T-Mobile
- Union Wireless US
- United Wireless
- U.S. Cellular
- Verizon Wireless
- Virgin Mobile USA
- Viaero Wireless
Some things you should know
- To cancel SMS/text service, you can textSTOPto 27694 from your mobile phone at any time.
- Message and data rates may apply.You can receive a maximum of 50 text messages per month.
- The Safeway Pharmacy Terms of Service is available at:http://safeway.mxterms.com/tos
- The mscriptsPharmacy privacy policy is available athttps://safeway.mxterms.com/privacypolicy.
- The Safeway Pharmacy privacy policy is available at:http://www.safeway.com/ShopStores/Privacy-Policy.page.
preferences
Manage your preferences
Want to control what reminders you get and at what time?Create your account today to manage your preferences andtake full advantage of a variety of features that help yousave time and stay on top of your health.
Download the mobile app
Manage your prescriptions on the go with Safeway pharmacy mobile app. It comes packed with convenient features like refill by scan, family care, reminders and much more.
Visit our web pharmacy
Our mobile-friendly Web Pharmacy offers a simple and easy way to manage prescriptions, preferences and the list of your doctors from anywhere, using virtually any device.
Link to Web Pharmacy:
