Frequently asked questions: Automatic refills

When you enroll qualified prescriptions through our mail-order pharmacy, Kaiser Permanente will refill your prescriptions automatically at the right time, unless you cancel. We will also contact your doctor to renew a prescription once the last refill is up or the prescription has expired.

You can select which prescriptions to include in this service. Before we process a refill, we’ll send you a reminder via text message in case you want to make changes. 
 

There’s no additional cost to enroll in automatic refills. There are also no service, shipping, or handling charges to have qualified prescriptions mailed to you. Unless you cancel, your copay* or coinsurance* costs will be charged when an order ships.

*Copayment, copay, or coinsurance is the amount a plan member is required to pay for a prescription in accordance with a plan. The amount may be a deductible, a percentage of the prescription price, a fixed amount, or other charge, with a balance, if any, paid by a plan.
 

1. Go to kp.org/wa/autorefill
   
2. Sign into your account.
3. Complete the steps to enroll in automatic prescription refills.

Alternatively, you can find the sign-up link by going to pharmacy services then to prescription preferences.

You can save time and energy by not having to refill or renew your prescriptions manually. We’ll take care of it for you. This also helps ensure that you won’t miss taking an important medication because of a forgotten refill.

To provide you with the best service, we ask that you:

1. Register at kp.org/wa.
2. Update your communication preferences to allow text messaging for prescription reminders. Please make sure you have a valid mobile phone number on file with us, and agree that we can send you text messages about your refills.
   
3. Keep a bank card on file for payment.
4. Keep us informed of any changes you may have to your delivery address or mobile phone number.

Currently not eligible for this service: 

1. Members aged 13 to 17 
2. Members with Molina insurance
3. Members whose insurance does not allow prescriptions to be filled through Kaiser Permanente Mail-Order Pharmacy
4. Patients without an active Kaiser Permanente membership 

No, not all prescriptions are eligible for automatic refills . This service is available for many common maintenance medications taken on a long-term basis, such as medications for managing blood pressure, cholesterol, diabetes, mental health and many more. Some medications are not eligible for this service. These include stimulants for ADD/ADHD, pain medications, medications managed by Specialty Pharmacy, warfarin, over-the-counter medications, topical medications, and other medications taken on an as-needed basis. Other exclusions may apply. You will receive a confirmation with medications that have been enrolled. You can view your medications included in auto refill at kp.org/wa/autorefill at any time.

1. Request enrollment.
2. Kaiser Permanente will enroll all eligible prescriptions.
3. You will receive a secure message from Kaiser Permanente confirming the medications that have been enrolled.
4. Approximately 10 days before your refill due date, you will receive a text message reminder. Tap the web link to review details of your upcoming shipment. At that point, you will have 2 days to request changes, delay, or cancel the refill before we begin processing your prescription through our pharmacy. 
   
5. The Kaiser Permanente mail-order pharmacy will ship your prescriptions to you.
6. Once they’ve been mailed, you’ll receive a text notification with shipment tracking information.
    

We offer several options to let us know you don’t want or need the medicine.

1. Tap the link in your upcoming automatic refill text message. You can request changes, postpone, or cancel on a drug-by-drug basis. You can also confirm or update your shipping address.
   
2. Go to kp.org/wa/autorefill. You can request to add or remove medications, update your mobile phone number or shipping address, or stop automatic refills.
3. Send a text to  Kaiser Permanente pharmacy at 45280, and we’ll respond within one business day.

If you do not cancel within 2 days of receiving the reminder, your prescription refill order will be processed. Your current payment method will be charged for your copay* when the order ships (if applicable). 

*Copayment, copay, or coinsurance is the amount a plan member is required to pay for a prescription in accordance with a plan. The amount may be a deductible, a percentage of the prescription price, a fixed amount, or other charge, with a balance, if any, paid by a plan.
 

If your prescription has expired or run out of refills, we’ll contact your doctor’s office via electronic request or fax. If your doctor does not respond or declines the renewal, we will not be able to ship that medication automatically. If your doctor approves the renewal, we will process the order and send the medication to you. 

Changes to existing prescriptions, such as how you take the medication, should not impact the automatic refill process. If you start a new medication that’s eligible, it will be enrolled automatically — no action is needed. If you don’t receive a text message confirmation and would like to confirm that your prescription is enrolled, go to kp.org/wa/autorefill.

If you have a copay* or coinsurance*, we will charge your default payment option when your prescription order is shipped. Prescriptions enrolled in automatic refills are not eligible for the installment copayment plan. If a payment card is not on file or cannot be processed, you will receive a receipt with the amount due. Payments can be made on our website.

*Copayment, copay, or coinsurance is the amount a plan member is required to pay for a prescription in accordance with a plan. The amount may be a deductible, a percentage of the prescription price, a fixed amount, or other charge, with a balance, if any, paid by a plan.
 

To add or update a stored bank card, call our pharmacy at 1-800-245-7979 (TTY 711), Monday through Friday, 7:30 a.m. to 7 p.m.; Saturday and Sunday, 8 a.m. to 4:30 p.m. You can also save your payment method when you pay for a prescription refill ordered through kp.org/wa or the Kaiser Permanente Washington mobile app.

We offer several options for you to let us know you no longer want a prescription refilled automatically.

1. Tap the link in your upcoming automatic refill text message. Select Edit then ‘Remove from automatic refill program’. You can do this on a drug-by-drug basis. You can also select an option to stop automatic refills for ALL your medications.
   
2. Go to kp.org/wa/autorefill. You can request to remove medications or stop all automatic refills.
3. Send a text to Kaiser Permanente pharmacy at 45280, and we’ll respond within one business day. 

When your order ships, you'll receive a text message with tracking details. You can also view your order status at kp.org/wa under "My Prescriptions."

We do not accept returns of prescriptions filled through our automatic refill service. You can cancel an order in advance when you receive a text message reminder (approximately 10 days before your prescription is shipped). You’ll have 2 days after receiving the reminder to notify us of any changes before your prescription is processed. After that, we’ll no longer be able to make changes or cancel your prescription. Members with Medicare Part D prescription coverage may contact the pharmacy with concerns about a shipped prescription. 

• Send a text to 45280, and we'll respond within one business day.
• Call us at 1-800-245-7979 (TTY 711), Monday through Friday, 7:30 a.m. to 7 p.m.; Saturday and Sunday, 8 a.m. to 4:30 p.m.
• Sign in at kp.org/wa to chat online with pharmacy staff.