What Should I Do If My Prescription Won't Upload?

A few quick checks, and an easy fallback if the upload still won't work

Quick Answer

Most upload problems are down to file size or file type
The file size limit is 8MB
Accepted file types are PDF, JPG and PNG
If it still won't upload, you can simply email it to us instead

Things Worth Checking First

01 File size Most common

The upload limit is 8MB. Photos taken on modern phones can sometimes be larger than this, especially if you've taken more than one photo of the same page.

02 File type

Only PDF, JPG and PNG files are accepted. Other formats, such as HEIC photos straight from some phones, may need converting to JPG or PNG first.

03 Connection or browser

A slow or interrupted connection can sometimes stop an upload partway through. Trying again, or switching to a different browser or device, can help.

If It Still Won't Upload

You don't need to keep trying indefinitely. If the form genuinely won't accept your file, you can email your prescription to us instead and we'll take it from there.

How to Email It Instead

Email info@petmeddirect.co.uk with your prescription attached
Include your order number so we can match it to your order
Add your full name, your pet's name, the medicine name and your vet practice details

How Pet Med Direct Can Help

This usually means the file just needs to come to us a different way — it doesn't mean there's anything wrong with your prescription itself. Once we have it, it's checked the same way as any other upload.

Some treatments require a valid veterinary prescription. Pet Med Direct can only supply prescription medicines after the prescription has been checked. Always follow your vet's advice and the directions on the medicine label.

Frequently Asked Questions

My file is too big — what's the quickest fix?

Try taking the photo again at a slightly lower resolution, or save it as a PDF rather than a large image file. If it's still too big, email it to us instead.

Can I take a photo with my phone instead of scanning?

Yes, a clear photo is fine. Just make sure the file is saved as a JPG or PNG, and that the file size stays under 8MB.

Will emailing my prescription delay my order?

Prescription checking usually takes 1–2 working days either way, whether it's uploaded through the form or emailed to us.

What if I'm still not sure it's gone through?

If you are unsure, please contact Pet Med Direct with your order number and we will help.

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This this article is for informational purposes only and does not constitute veterinary advice.
If you are concerned with your pet’s health, please consult a qualified veterinarian.