When you try to send an electronic prescription, you may see a Transaction Failed message instead of a confirmation that it went through. This almost always comes down to one of two things: a diagnosis that’s missing an ICD code, or a patient with too many pharmacies saved.
This guide walks through spotting which one you’re dealing with, and fixing it.
What you’ll notice
Clicking to send a prescription shows a Transaction Failed error instead of confirming that it sent.
This usually affects only one patient, or a small handful — not the whole practice. If every patient is suddenly affected, this article probably isn’t the right fix, so reach out to support instead.
Figure out which fix you need
Open the error message and look at the word between the quotation marks, highlighted in yellow below. That word tells you which fix applies to you.
| Says “PatientDiagnosis” | Skip down to Fix 1 |
| Says “PreferredPharmacies” | Skip down to Fix 2 |
Before you begin
| Applies to | Practices sending electronic prescriptions from Amazing Charts |
| Time needed | About 5 minutes |
| Good to know | You’ll need the patient’s chart open. This changes patient information, so only make the change if you’re authorized to edit the chart. |
Fix 1 · The error mentions “PatientDiagnosis”
This means one of the patient’s diagnoses doesn’t have an ICD code attached, and it needs to be removed before the prescription can go through.
Open the Summary Sheet
Open the patient’s chart and click the Summary Sheet tab. In the Problems list, look for one with nothing entered in the ICD column — that’s the one causing the error.
Remove the diagnosis
Click that problem in the list, then click Remove at the top of the Problems box.
Check for any others
If you don’t spot one right away, change the dropdown above the Problems list from Show Active Problems Only to Show All Problems, then repeat step 2 for any other problem missing a code.
Save, then try again
Once every problem with a missing code has been removed, save the chart. Then try sending the prescription again.
Fix 2 · The error mentions “PreferredPharmacies”
This means the patient has more pharmacies saved than the system allows — 5 at most — so the list needs to be trimmed down.
Open the Demographics tab and pharmacy lookup
Open the patient’s Demographics tab, then click the pin icon next to the Preferred Pharmacy field, circled below.
Trim the list to 5 or fewer
In the window that opens, uncheck any preferred pharmacies the patient no longer needs, until 5 or fewer remain. Then click OK.
Save the change
Click Update Info at the bottom right of the Demographics screen to save. Then try sending the prescription again.
Still having trouble?
If these steps don’t clear up the error, our support team is happy to help.