Prescription issues

So with GenderGP, I started taking the meds a month after I had picked them up so I thought I’d do the blood test 3 months to the day. However now, my transition pack is red and inactive, when I called the pharmacy to see if they had my prescription and if they could dispense it they said they couldn’t find it “it keeps putting me on the civilian site” was they’re reasoning.

So if my transition pack is inactive does that mean I can’t pickup meds from when it was active? Or is this just a pharmacy issue?