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Proxim App - FAQ

 

Find your pharmacy

How do I access the new PROXIM app if my account was on the previous platform?

You can log in via the PROXIM mobile application or the PROXIM web application (www.groupeproxim.ca and click on the "My online record" button). 

You can download the PROXIM mobile app from the App Store on your device. 

If you already had the old PROXIM application and have automatic updates enabled on your device, the app will be replaced by the new version. Otherwise, you may need to manually update it through the App Store. 

If you are one of the users who have been migrated to the new PROXIM app, you need to reset your password by following the steps below: 

To download the app or update it, go to the App Store and search for "PROXIM". 

  1. Log in by entering your email and password. You will see a welcome message instructing you to reset your password. 

  1. Click on the "Send link" button to receive the password reset link by email (make sure to check your spam folder if you can't find it). 

  1. Click on the link in the email to be redirected to the password reset page. 

  1. Enter a new secure password. 

  1. Log in with your new password and enjoy the improved experience!

I have been migrated to the new app and my date of birth and/or postal code are not correct.

Welcome to your new app experience! As part of our effort to make your transition seamless, we've used placeholders for certain information that wasn't available in your previous account. Specifically:

  • Date of Birth: If you didn't have your date of birth in your account, we've temporarily set it to 01-01-1900.

  • Postal Code: Similarly, if your postal code was missing, we've entered a placeholder of O0O O0O. This may appear in your prescription order emails.

 

To update these details to reflect your correct information, simply follow these steps:

1. Tap on Settings in the app.

2. Select the Personal Information tab.

How do I connect to my pharmacy file to view my prescriptions?

Follow the link below to view a quick tutorial on this topic.

Watch the video

Multi-Factor Authentication (MFA)

This additional authentication improves the security of your information by validating your identity through a verification code sent by email.

If you already have an active account, you will see this step before you can access your account.

To perform the authentication:

  • Log in to your account using your usual email and password.
  • Go to your email inbox and to view the email containing the code.
  • Return to the app and enter the code.
  • Click "Confirm".

New users will see these steps added to the account creation process.

Note that the code is only valid for a short period after the request is made. After this time, you can request a new code by clicking the "Resend code" button.

If you do not receive the email:

Make sure to check your spam folder.  It may take one to two minutes for the email to arrive in your inbox.

If you are experiencing difficulties or not receiving the verification code at all, please contact our customer service team for assistance (find the contact details for the support team further down).

Will I need to use MFA every time I log in?

You can click the "Do not ask me again on this device" button during the login process so that you don’t have to perform the MFA verification at each login.
To ensure the security of your account, ensure to only select this option on your personal device.

Can I choose to receive the verification code by SMS instead?

No, currently, the verification code is only sent by email.

QUESTIONS OR NEED HELP? WE’RE HERE TO ASSIST YOU.

Customer service (Monday to Friday)

Phone: 1 855-219-0728 (direct line)

Online Contact Us Form: https://www.groupeproxim.ca/en/contact-us

My pharmacy does not offer the connection service. How do I manage my prescriptions?

Since your pharmacy does not participate in the connection service, you will need to manually enter your prescriptions into the application: 

  1. For the pharmacy file you wish to manage, select the "See Prescriptions" button. 

  1. Click on "Add Refill to List" and follow the steps.  

The pharmacy team can provide a list of your prescriptions to facilitate this manual entry into the application. 

You can also follow the link below for a quick tutorial on this topic.

Watch the video

On the PROXIM iOS app:

  

On the PROXIM Android app:

         

How do I add a new prescription to my file?

Follow the link below to view a quick tutorial on this topic.

Watch the video

How do I request a refill?

Follow the link below to view a quick tutorial on this topic.

Watch the video

Can I download a list of my prescriptions for tax purposes?

  1. Access the web application and locate the "Prescription List for Tax Purposes" section at the bottom of the screen.
  2. Select "Download.”
  3. Enter the date range for which you need the statement for the previous year.

Please note that this feature is currently only available on the PROXIM web application.

 

What Should I Do If I Get an Error Message?

  1. Take a Screenshot: Capture a screenshot of the error message. This can be very helpful for troubleshooting.
  2. Restart the App: Sometimes, simply closing the app completely and reopening it can clear the error.
  3. Check for Updates: Make sure your app is up to date. Visit your app store and check for any available updates for our app.

If the error persists, please contact our customer service team (see the contact channels below). Include a brief description of what you were doing when the error occurred, and the type of device you are using.

Customer service (Monday to Friday)

Phone: 1 855-219-0728 (direct line)

Email: appinfo@groupeproxim.ca

Online Contact Us Form: groupeproxim.ca/en/contact-us

Questions or need help? We’re here to assist you.

Customer service (Monday to Friday)

Phone: 1 855-219-0728 (direct line)

Email: appinfo@groupeproxim.ca

Online Contact Us Form: groupeproxim.ca/en/contact-us