Why would an imaging center reject a provider order?

Imaging centers may reject orders for various reasons: the order is missing required information (NPI, clinical indication, contrast instructions), the order form does not meet their format requirements, the ordering provider is not licensed in the state where the facility operates, the requested study is outside the scope of what the facility offers, or the facility has specific policies about which providers or telehealth services they accept. DOD orders include standard information, but facility policies vary.

Can DOD fix or reissue an order if it is rejected?

If a DOD order is rejected by a facility due to missing or incorrect information, DOD may be able to update or reissue the order. Contact DOD customer service with the specific rejection reason. DOD can also fax or securely transmit orders directly to facilities when appropriate.

Can I use a DOD order at a different facility?

Yes. A DOD-issued provider order can generally be presented to any outpatient imaging center or lab that accepts the order. If one facility rejects the order, you may try a different facility. Patients are responsible for confirming acceptance before scheduling.

Does DOD guarantee that imaging centers will accept its orders?

No. DOD does not guarantee facility acceptance. Most outpatient imaging centers accept telehealth-issued orders, but policies vary by facility, state, and ownership group. Patients should confirm with their chosen facility before scheduling.

What if I scheduled imaging and then the order was rejected at check-in?

If an order is rejected at check-in, ask the facility staff specifically what information is missing or incorrect. Contact DOD to report the issue. DOD may be able to send a corrected order directly to the facility by fax. This is why confirming acceptance before scheduling is recommended.

Not for emergencies. If you are experiencing urgent or life-threatening symptoms, call 911 or go to the nearest emergency room. Do not wait for imaging order resolution.

Patient Guide

What If an Imaging Center Rejects Your Order?

Having a provider order rejected by an imaging center is frustrating — but it is often fixable. This guide explains the most common reasons imaging orders are rejected, what steps you can take, and how DOD can help when the issue is with the order itself.

Note: DOD does not guarantee facility acceptance of its orders. Facility policies vary. Patients should confirm that their chosen facility accepts the order before scheduling.

Quick Answer

If an imaging center rejects your order, ask the facility for the specific reason. Common issues include missing provider information, incomplete order details, or facility-specific format requirements. Many rejections can be resolved by contacting DOD to update or reissue the order, or by faxing the order directly to the facility. If the facility has a blanket policy against telehealth orders, trying a different facility is often the fastest solution.

First Step: Ask Why

Do not leave the scheduling call without a specific rejection reason. Ask the facility's scheduling team:

→"What specific information is missing from the order?"

→"Is there a particular format you require?"

→"Can you tell me what name or information is not matching?"

→"Is there a fax number I can have my provider send the order to directly?"

→"Do you accept orders from telehealth providers?"

Once you have the specific rejection reason, contact DOD customer service. In many cases, the issue can be corrected without a new consultation.

Common Rejection Reasons and Fixes

Missing provider NPI

DOD orders include the ordering provider's NPI. If the facility cannot find the NPI, ask them to verify through the NPPES NPI Registry.

Missing clinical indication

DOD orders include the clinical indication (reason for the exam). If the facility requires a more detailed indication, contact DOD to request an updated order.

Missing contrast instructions

If the order does not specify contrast preferences for an MRI or CT, the facility may request clarification. Contact DOD to update the order with contrast instructions.

Order not in facility's required format

Some facilities require orders on their own template or via a specific fax number. DOD can fax orders directly to facilities when appropriate. Contact DOD with the facility's fax number.

Facility does not accept telehealth orders

A small number of facilities have policies against accepting orders from telehealth-only practices. Try a different facility that accepts telehealth-issued orders.

Ordering provider not licensed in the facility's state

DOD providers are licensed in supported states. If you are in a non-supported state, DOD cannot legally provide a provider review. Confirm your state is supported before requesting a consultation.

Exam type or body part not offered at facility

Some facilities offer limited services. Confirm that your chosen facility performs the specific exam ordered (e.g., open MRI, 3T MRI, DEXA) before scheduling.

Order older than facility's validity window

Some facilities require recent orders (e.g., within 30–90 days). If your order has expired, contact DOD to reissue.

How to Confirm Facility Acceptance Before Scheduling

The best way to avoid rejection is to verify before scheduling. When calling to schedule:

1Tell the facility you have a telehealth provider order and ask if they accept it.

2Ask if they have a preferred method of receiving orders (fax, email, patient brings copy).

3Confirm that they offer the specific exam type on your order.

4Confirm what they require on the order (NPI, clinical indication, contrast instructions).

5Get the facility's fax number so DOD can send the order directly if needed.

If the Facility Has a Blanket Policy Against Telehealth Orders

A small number of imaging centers or hospital-affiliated facilities have policies that require orders from their affiliated physician network only, or that do not accept telehealth-issued orders regardless of content. In these cases:

Try an independent outpatient imaging center rather than a hospital-affiliated facility.

Look for cash-pay or self-pay imaging centers, which often have more flexible order policies.

Contact DOD customer service — we can sometimes help identify facilities in your area that are familiar with telehealth orders.

Ask your primary care provider (if you have one) to co-sign or endorse the order.

Frequently Asked Questions

Need Help With a DOD Order?

If a facility rejected your DOD-issued order, contact us. We can often update or reissue the order or fax it directly to the facility.

Contact DOD Support

DOD is not an imaging center, laboratory, radiology facility, or emergency service. Facility acceptance of DOD orders is not guaranteed. All clinical decisions should be made by qualified licensed healthcare providers.

Last Updated: May 2026Author: DOD Editorial Team