You can challenge a disallowed item if you disagree with the reason. The NHS Prescription Services helpdesk team will receive any challenges.

We’ll investigate the issue and correct any missing payments if a processing error is identified.

To challenge a disallowed item on the MYS portal:

  1. Select the ‘Disallowed items’ tab from the MYS landing page.
  2. Select the item you believe has been disallowed incorrectly.
  3. Under the image of the item, select ‘Challenge this disallowed item’.
  4. In the ‘Reason for your challenge box’ enter the reason you believe the item was disallowed incorrectly.
  5. Enter an email address.
  6. Select ‘Submit’.

If the challenge is successful, the status of the item will change to referred back. You may need to provide any missing information for the item to be processed.

If we decide the item was correctly disallowed, it will remain as a disallowed item on MYS