Get answers to common questions about Practice Better's integration with DrFirst for electronic prescribing, including setup requirements, EPCS authorization, and troubleshooting tips.
What is ePrescribe?
- Q: What is DrFirst ePrescribe?
- Q: Where is ePrescribe available?
- Q: Can I prescribe in multiple states?
- Q: I already have a DrFirst account. Can I connect that account with Practice Better's integration?
- Q: How much does ePrescribe cost?
- Q: What's the difference between ePrescribe and EPCS?
Setup & Getting Started
- Q: What documents do I need to provide for setup?
- Q: How long does the setup process take?
- Q: What happens after I purchase ePrescribe?
- Q: I'm part of a clinic team. Does each practitioner need their own account?
EPCS (Electronic Prescribing of Controlled Substances)
- Q: What is identity proofing (IDP)?
- Q: What is the LAC process?
- Q: What is a token and why do I need one?
- Q: What is a signing passphrase?
- Q: What is Serial Number (S/N) and Credential ID?
- Q: Where can I check what information Experian has on file for me?
- Q: What can I do if I'm locked out after three failed identity verification attempts?
- Q: What are some factors that result in failed identity proofing?
- Q: I'm a clinic admin. Do I need to do anything for my team's EPCS setup?
Accessing & Using Your ePrescribe Integration
- Q: How do I access ePrescribe to create prescriptions?
- Q: How do patients receive their prescriptions?
- Q: My client data isn't syncing from DrFirst. How can I resolve this?
- Q: Where do I find my DrFirst credentials?
- Q: How do I log in to the iPrescribe app?
- Q: Can I update my email address or other contact information?
Understanding DrFirst Passwords
- Q: What are the different password types for DrFirst?
- Q: I forgot my login password. How do I reset it?
- Q: I forgot my signature password. How do I reset it?
- Q: I forgot my EPCS passphrase. How do I reset it?
- Q: What are the requirements for my EPCS passphrase?
- Q: What happens if I forget my EPCS passphrase and cannot answer my security question?
Troubleshooting
- Q: I'm getting an error when trying to access ePrescribe in Practice Better. What should I do?
- Q: My token/VIP Access app isn't working. What should I do?
- Q: I need to prescribe immediately but can't access the integration. What are my options?
What is ePrescribe?
Q: What is DrFirst ePrescribe?
A: DrFirst ePrescribe allows practitioners in the USA to electronically prescribe medications directly from your Practice Better account. The integration connects Practice Better to DrFirst's platform, enabling you to send prescriptions securely to pharmacies across the United States without leaving Practice Better.
Q: Where is ePrescribe available?
A: Practice Better's ePrescribe integration with DrFirst is available to practitioners in the United States.
Q: Can I prescribe in multiple states?
A: To prescribe to patients outside of your home state, you'll need:
- A valid license for each state where you'll ePrescribe
- A unique DEA number for each state (required if you prescribe controlled substances)
If you need to submit more than one state license and/or DEA number, contact Practice Better Support after submitting your integration application.
Q: I already have a DrFirst account. Can I connect that account with Practice Better's integration?
A: No, existing DrFirst accounts cannot be connected through the Practice Better ePrescribe integration. A new DrFirst account will be created for you when you enable the integration.
Q: How much does ePrescribe cost?
A: Pricing for ePrescribe:
- ePrescribe (EPCS): $49/month per practitioner + $99 one-time onboarding fee
- PDMP Add-on (optional): $5/month per practitioner • PDMP Onboarding (one-time, per practice): $399
Q: What's the difference between ePrescribe and EPCS?
A: All ePrescribe plans include the option to electronically prescribe non-controlled medications. EPCS (Electronic Prescribing of Controlled Substances) is an additional capability that allows you to prescribe controlled substances electronically after completing identity verification and authorization.
Setup & Getting Started
Q: What documents do I need to provide for setup?
A: To set up your ePrescribe account, you'll need to provide:
- Proof of medical license (current, not expired).
- DEA certificate (required for EPCS only).
- Selfie holding your government-issued photo ID (your face and ID must both be clearly visible in the same photo).
These will be requested by Practice Better support after you initiate the integration setup from your Practice Better portal.
Practice Better's support team will verify these documents before creating your DrFirst account.
Q: How long does the setup process take?
A: Once you've submitted all required documents, account setup typically takes 2-3 business days. If you've selected EPCS, additional identity verification steps may extend the timeline by several days.
Q: What happens after I purchase ePrescribe?
A: Here's what to expect:
- You'll receive an email from Practice Better Support requesting your verification documents.
- Submit your documents (medical license, DEA certificate if applicable, photo ID selfie).
- Practice Better creates your account(s) in the DrFirst system.
- You'll receive credentials via a secure 1Password link.
- Complete identity proofing through the link DrFirst emails you.
- For EPCS: Arrange a call with the designated admin for your clinic for final authorization (LAC process).
Q: I'm part of a clinic team. Does each practitioner need their own account?
A: Yes, each practitioner who prescribes medications needs their own DrFirst account with their unique NPI and DEA numbers.
These accounts will be created by Practice Better’s support team, with the information you provide during the setup process.
EPCS (Electronic Prescribing of Controlled Substances)
Q: What is identity proofing (IDP)?
A: Identity proofing is a verification process required by federal regulations to confirm you are who you claim to be before prescribing controlled substances electronically. DrFirst uses Experian to verify your identity through a series of knowledge-based questions.
Learn more about the Identity Verification process →
Q: What is the LAC process?
A: LAC (Logical Access Control) is the final step for EPCS authorization. An administrator witnesses you entering your credentials to confirm your identity. Depending on your practice structure, either your clinic admin or a Practice Better support agent will conduct this process with you on a scheduled call.
Q: What is a token and why do I need one?
A: A token is a two-factor authentication method required for EPCS. You'll download the VIP Access app to your mobile device during identity proofing. This app generates one-time passcodes you'll use each time you prescribe controlled substances.
Q: What is a signing passphrase?
A: Your signing passphrase is a password you create during identity proofing that you'll use to authorize controlled substance prescriptions.
💡 Tip: Use only uppercase letters, lowercase letters, and numbers in your passphrase. Avoid special characters (like @ ! # $) as these can cause authentication errors.
Q: What is Serial Number (S/N) and Credential ID?
A:
- Serial Number (S/N): The series of numbers and/or letters on the back of a hard token (physical device) that uniquely identifies that token. Not to be confused with SSN (Social Security Number).
- Credential ID: The series of letters and numbers (starts with "SYMC") that appears at the top of the screen when you open the VIP Access app. This is a unique identifier for your soft token. If you delete and redownload the app, you'll need to attach a new token.
Q: Where can I check what information Experian has on file for me?
A: You can obtain a free Experian credit report from www.annualcreditreport.com. Identity proofing questions are based on your credit history, including information about home/auto loans, bank accounts, and places of residency. Having a credit report available can help you answer these questions during the identity verification process.
Q: What can I do if I'm locked out after three failed identity verification attempts?
A: You'll need to wait 24 hours from your last failed attempt before trying again. Any attempts made during the lockout period will extend the waiting time. DrFirst Support cannot unlock your account early.
Q: What are some factors that result in failed identity proofing?
A: Several factors can prevent successful identity proofing, including:
- Active fraud alert on your credit file
- Inability to answer security questions accurately
- Personal information entered doesn't match what Experian has on file
If you're repeatedly failing identity proofing, contact DrFirst Support at https://help.drfirst.com by Live Chat or submit a support ticket for assistance.
Q: I'm a clinic admin. Do I need to do anything for my team's EPCS setup?
A: If you're the designated admin for your clinic, you'll receive separate instructions from Practice Better on how to perform the LAC authorization process for your team members. This involves logging into a staff portal and witnessing each provider enter their credentials.
Accessing & Using Your ePrescribe Integration
Q: How do I access ePrescribe to create prescriptions?
A: You'll access ePrescribe directly from your Practice Better account. Once your integration is set up, the prescribing functionality appears within your client charts and appointment workflows. You do not need to log into a separate DrFirst portal to write prescriptions.
Learn more about Creating Prescriptions through Practice Better's ePrescribe Integration →
Q: How do patients receive their prescriptions?
A: Prescriptions are electronically sent to the patient's pharmacy. Patients receive a HIPAA-compliant text notification if you've enabled this feature and the patient has a mobile number on file.
Q: My client data isn't syncing from DrFirst. How can I resolve this?
A: Patient data from DrFirst automatically syncs to Practice Better when you close the integration window. To troubleshoot:
- Go to the client's Medical History page.
- Click Manage Prescriptions to open the DrFirst integration.
- Close the window.
- The data will sync.
📍 Note: Opening the DrFirst portal from another patient's Medical History page or the Client Hub won't resolve unsynced data for other clients. You must open it from the specific client's record.
Q: Where do I find my DrFirst credentials?
A: Practice Better will share your credentials by a secure 1Password link after your account is created. These credentials are used for identity verification and account setup. Once integrated, you'll access prescribing features directly through Practice Better without needing to log in separately.
📍 Note: The 1Password link expires after 7 days and can only be viewed once per person.
Q: How do I log in to the iPrescribe app?
A: During your integration onboarding, Practice Better’s support team will securely send you the login credentials for your account, which you can use to log in to the iPrescribe app.
For more details on how to use the app, reference the documentation here:
Q: Can I update my email address or other contact information?
A: Contact Practice Better Support with your updated information. Our team will update your DrFirst account details for you.
Understanding DrFirst Passwords
Q: What are the different password types for DrFirst?
A: DrFirst uses three different passwords:
- Login Password: Used to log into your DrFirst account
- Signature Password: Used to authorize non-controlled prescriptions
- EPCS Passphrase (Signing Password): Used to authorize controlled substance prescriptions (EPCS only)
Each password serves a different security purpose and has different reset procedures.
Learn more about Understanding DrFirst Passwords and How to Manage Them →
Q: I forgot my login password. How do I reset it?
A: Contact Practice Better Support. Our team will reset your login password and provide you with new temporary credentials via a secure 1Password link. You cannot reset your login password yourself.
Learn more about Understanding DrFirst Passwords and How to Manage Them →
Q: I forgot my signature password. How do I reset it?
A: You have two options:
If you're using the iPrescribe app and know your current signature password, you can reset it yourself by going to Menu > Settings > Signature Password.
If you don't know your current signature password, contact Practice Better Support. Our team will reset it for you and share the new credentials securely.
Learn more about Understanding DrFirst Passwords and How to Manage Them →
Q: I forgot my EPCS passphrase. How do I reset it?
A: You can reset your EPCS passphrase yourself through the EPCS Gold Prescriber Dashboard by answering your security question.
Learn more about Understanding DrFirst Passwords and How to Manage Them →
Q: What are the requirements for my EPCS passphrase?
A: Your EPCS passphrase must be:
- 8-20 characters long
- Include at least 1 uppercase letter
- Include at least 1 number
- Use only letters and numbers (NO special characters like @ ! # $ %)
- Not have more than 2 of the same letter or number in a row
Q: What happens if I forget my EPCS passphrase and cannot answer my security question?
A:
⚠️ Important: If you cannot answer your security question correctly, your EPCS account will be disabled and you will need to complete EPCS identity proofing again from the beginning.
We strongly recommend storing your EPCS passphrase and security question/answer in a secure location. Neither DrFirst nor Practice Better can reset an EPCS passphrase for you; it can only be reset by correctly answering your security question.
Troubleshooting
Q: I'm getting an error when trying to access ePrescribe in Practice Better. What should I do?
A: Try these steps first:
- Refresh your browser and try again.
- Clear your browser cache and cookies.
- Log out of Practice Better completely and log back in.
- Try using a different browser.
If you're still experiencing issues, contact Practice Better Support with details about the error message you're seeing.
Q: My token/VIP Access app isn't working. What should I do?
A: If you're having issues with your authentication token:
- Verify the VIP Access app is installed on your mobile device.
- Ensure you're selecting the correct token from the list.
- Check that your device's time and date are set correctly (tokens are time-sensitive).
If issues persist, contact Practice Better Support.
Q: I need to prescribe immediately but can't access the integration. What are my options?
A: While Practice Better Support works to resolve your access issue, you can:
- Call in prescriptions to pharmacies
- Provide paper prescriptions to patients
- Use an alternative prescribing method per your state regulations
- Contact Practice Better Support immediately for expedited assistance.
Support & Additional Resources
Q: Who do I contact for help with prescribing workflows and features?
A: For questions about how to use DrFirst's prescribing features or clinical workflows:
- Contact DrFirst Support directly
- Include your NPI number so they can locate your account
- DrFirst Help Center →
- DrFirst Support Tips →
For issues with your account access, credentials, or Practice Better integration setup, contact Practice Better Support.
Q: What does Practice Better Support handle vs. DrFirst Support?
A: Contact Practice Better Support for:
- Initial account setup and verification
- Login Password resets
- Updating your account information (email, address, licenses)
- Integration troubleshooting and access issues
- Billing questions related to your ePrescribe subscription
Contact DrFirst Support for:
- How to create prescriptions
- Prescribing feature questions
- Pharmacy connectivity issues
- Clinical workflow questions
Q: Can I request a physical hard token instead of using the mobile app?
A: Yes! You can request a physical hard token device through DrFirst.
Follow the instructions in this article: Requesting a Hard Token for EPCS →
Q: What is PDMP and do I need it?
A: PDMP (Prescription Drug Monitoring Program) integration allows you to view a patient's controlled substance prescription history directly within your prescribing workflow. This is optional and costs $5/month per practitioner. PDMP availability and requirements vary by state.
Learn more:
Q: Where can I learn more about using DrFirst?
A: Visit the DrFirst Help Center → for comprehensive guides on using their prescribing platform.
Need additional help? Contact Practice Better Support through your account or email help@practicebetter.io