Clinically reviewed: June 2026
Your order can be placed on hold for a number of reasons.
This article covers on-hold emails related to:
Your photos
Previous prescription evidence
If your on-hold email mentions a different reason and you need help, get in touch via live chat, contact [email protected] or call 020 8191 9444
Can't find your on-hold email? Check your junk or spam folder. You can also log in to your account and view the order to see what is needed.
On hold for photos
New patient orders
If you've just placed your order, your consultation will be automatically placed on hold while we wait for your photos. This happens to all new patients and is completely normal.
We've sent you an on-hold email with a link to submit your photos. You can also submit them by logging in to your account.
For guidance on what we need, see: Your photos and evidence: what we need and why →
I've already submitted my photos but my order is on hold again
If your order has been placed on hold after submitting your photos, it means one or more photos were missing or did not meet our requirements. We've sent you an on-hold email explaining exactly which photos we need.
I'm already a patient and my order is on hold
From time to time your prescriber may place your order on hold to check in on how your weight loss journey is going. They won't ask on every order, just occasionally as part of your ongoing care.
We've sent you an on-hold email with details on what's needed. Once submitted, your prescriber will review your progress and your order will continue.
Common reasons photos are not accepted
For tips on how to take acceptable photos, see: Tips for taking your photos →
A required photo was missing
A photo was blurry, out of focus, or too dark
Important details weren't visible (e.g. weight reading, face, or ID text)
The scales display wasn't visible, only feet were shown
A photo appeared filtered, altered, or edited
How to resubmit your photos
You only need to resubmit the photos mentioned in the email, not all of them again.
Follow the link in your on-hold email or log in to your account
Take the specific photo(s) using the in-app camera
Submit for review
Photos must be taken using the in-app camera. Do not send photos via the chat as they cannot be accepted this way.
If you're having trouble taking your photos, contact us.
On hold for previous prescription evidence
This applies if you are switching from another weight loss provider and have requested a higher dose than the starting dose. We need to confirm your previous prescription before your prescriber can prescribe it.
If you have already submitted this evidence and your order has been placed on hold again, it is likely that the photos were not clear or key information was not visible. Check the guidance below for more details.
For full guidance on what to provide and how to submit it, see: Providing previous prescription evidence →
How long will it take to review?
Once you've resubmitted, your prescriber will review your order as quickly as possible. If you need an update you can see the status of your order in my account, or get in touch for more information
What if I don't want to continue?
If you'd prefer not to provide what's been requested, you'll need to cancel your order. Important: your order will not cancel automatically. To request a cancellation, please contact us.
Need help?
Get in touch via live chat, contact [email protected] or call 020 8191 9444