Frequently Asked Questions

Question 1

When I register, I am being asked for my account number. Why?

Accepted Answer

Your account number allows us to know which practice you are associated with. It also provides more detailed information regarding your practice and allows us to display the appropriate features, such as ordering functionality, and specific messaging just for you on the site.

Question 2

Where can I find my account number?

Accepted Answer

Your Johnson & Johnson Vision Care account number is a 7-10 digit number that can be found on your last invoice or by calling your ACUVUE® Account Manager.

Question 3

Who is the practice owner for my practice?

Accepted Answer

The practice owner will always have full access and administrator capabilities. There are three ways to become an administrator:The Eye Care Professional that owns the account will always have administration privilegesIf a team member is the first to link to an account number, they will be provided administration privilegesAnyone can be provided administration capabilities via the permission settings by a current practice owner

Question 4

What is the JNJVISIONPRO website for?

Accepted Answer

On our site, you can order products, take online training courses, and find an array of valuable resources and information that can help drive your practice forward.

Question 5

I haven’t received a verification code. What should I do?

Accepted Answer

Please check you have provided a valid email address when logging in for the first time to your JNJVISIONPRO account. If you requested a new verification code, checked your spam folder and you still haven’t received the code, please contact our customer service team for assistance (phone 0800 026 5880).

Question 6

Why am I asked to provide email address?

Accepted Answer

By providing an email address for your individual account on JNJVISIONPRO, you can log in more easily. This email address will be your username that you use to access our services across Order Centre, Learning and JNJVISIONPRO. If you forget your password, you will need the current email address to reset it. We respect your privacy, your email address, and the information you give us. We will not use your email address for purposes other than those specified by you. For more information, please see our Privacy Policy.

Question 7

Why am I getting "Email address already exists in our system" error?

Accepted Answer

This message means that you are attempting to register an account, but there is already one registered using your email address. JNJVISIONPRO does not allow a given email address to be assigned to more than one user record in our system. Please provide an alternative email address to register your unique user account. If you already have an account with us, please reset the password for the existing account to renew the access.

Question 8

How can I add a staff member to my account on the website?

Accepted Answer

Once the staff member sends a practice linking request through the JNJVISIONPRO registered account, the account administrator can accept or deny the request and provide privileges for things such as ordering. Visit the “My Practice” section and select “My Team.” There you can manage all members associated with your practice. You can also reach out to our Customer service team in case of any issues.

Question 9

What is “Find an Optician”?

Accepted Answer

On our patient facing sites (www.acuvue.com), consumers and patients can search for Eye Care Professionals near them. By providing your practice information on JNJVISIONPRO.COM in the “Find an Optician” section of the site, your information will be placed on the ACUVUE® sites so patients near you can easily find and contact your practice.

Question 10

I no longer wish to be found on ACUVUE® locator tool. How can I remove my practice from “Find an optician" map?

Accepted Answer

Please contact your ACUVUE® Account Manager or our customer service to remove your practice details from ACUVUE® locator tool and disable this functionality from “My Practice” section.

Question 11

How can permission levels be set?

Accepted Answer

If you are the practice owner or administrator, you can set permissions in the “My Practice” section. Simply select “My Team” and click on the icon next to the person’s name you’d like to set permissions for.

Question 12

What can the practice owner do on the site?

Accepted Answer

The practice owner has full access to the site which includes managing team members linked to the practice, approving requests to be connected to the practice, and access to full ordering permissions.

Question 13

Why do I have to link to a practice?

Accepted Answer

By linking to your practice you are able to access the Order Centre and gated area of JNJVISIONPRO.COM such as My Learning or Practice Centre. Moreover, you will be also updated on any ACUVUE® promotion or campaign we are working on, and you can benefit from. Linking to a practice is mandatory for some roles during registration.

Question 14

I work in multiple practices. How can I be tied to all of my practices?

Accepted Answer

Not a problem! When you register, simply place in your account number for one of the practices. Once registered on the site, you can visit “Practice Details” located in the “My Practice” section. Here you can link additional practices. You can also switch between the accounts to which you are linked.

Question 15

How do I reset my password?

Accepted Answer

Passwords can be automatically reset by clicking on “Forgot Password?” on the login page. If you are able to log in to your account, you may change your password in your Profile. Click on the person icon in the navigation bar and select Change Password.

Question 16

I was asked the following question: “By linking your profile to a practice, your name and learning history will be available to the practice owner. The practice owner will also have the possibility to assign trainings to you. For more information, please read our privacy policy” What does this mean?

Accepted Answer

There is a lot of great education on the site, including online training courses. By answering this question, you allow your practice owner to see which trainings you have taken or are currently taking.

Question 17

Why is my access to the site restricted? I can’t access Practice Centre or My Learning?

Accepted Answer

To ensure your experience on the site is undisrupted and you do not encounter restrictions, please add an email address (username) to your account and unlock the full benefits of JNJVISIONPRO.COMMore information about benefits of JNJVSIONRPO.COM and why to add your email address as your username can be found here.

Question 18

Why am I asked to provide an email address for my account?

Accepted Answer

By providing an email address for your individual account on JNJVISIONPRO.COM, we make it easier for you to log in. This email address will be your username that you use to access our services across Order Centre, Learning and JNJVISIONPRO. If you forget your password, you will need the current email address to reset it. We respect your privacy, your email address, and the information you give us. We will not use your email address for purposes other than specified by you. For more information, please see our Privacy Policy.

Question 19

I have an account in JNJVISIONPRO.COM, but I can’t access ordering. What should I do?

Accepted Answer

Please link your account to your practice to be able to access ordering permissions. Go to your ’Dashboard’ and click ‘Link to Practice Account’. If you don't have an Ordering account for your Practice yet, please apply for one using the Online Registration Form.

Question 20

Why am I getting an "Email address already exists in our system" error?

Accepted Answer

This message means that you are attempting to register an account, but there is already one registered using your email address. JNJVISIONPRO.COM does not allow a given email address to be assigned to more than one user record in our system. Please provide an alternative email address to register your unique user account. If you already have an account with us, please reset the password for the existing account to renew the access.

Question 21

How do I order from Johnson & Johnson Vision?

Accepted Answer

To open an ordering account, please complete the following online form, or you can call our Customer Services on 0800 022 4222 (UK) or 1800 812 100 (Eire) during business hours.Business hours: Mon-Thurs 9.00-17.30; Fri 9.00-17.00We look forward to welcoming you to ordering with ACUVUE®.

Question 22

I have not ordered in a while. Will I still be able to order?

Accepted Answer

If you are unsure of the status of your account, please contact our customer services department on 0800 022 422 (UK) or 1800 812 100 (Eire). They can take your details, investigate the current status of your account and advise of the next steps required if necessary to enable ordering.

Question 23

Who do I contact if I have billing questions?

Accepted Answer

Please call our expert team on free phone 0800 022 4222 (UK) or 1800 812 100 (Eire) during business hours.Business hours: Mon-Thurs 9.00-17.30; Fri 9.00-17.00

Question 24

Can I return unopened contact lenses?

Accepted Answer

Johnson & Johnson Vision accepts and credits original purchases of returned product provided the unused product is received in its original and unopened package.Please review our Return Policy for more details.

Question 25

What is your average delivery time?

Accepted Answer

Currently our average delivery time is 2-3 working days from ordering. All orders are consolidated every day with a 6pm cut off. No minimum order is required.

Question 26

My order has not arrived. What should I do?

Accepted Answer

You can review the status of your order and can also view tracking status via your Order Centre account. Alternatively you can contact our friendly Customer Service Team on 0800 022 422 (UK) or 1800 812 100 (Eire) who will be happy to help and investigate your order status further.

Question 27

I would like my patients to receive their lenses directly at their home. Is this a service you offer?

Accepted Answer

Yes, here at Johnson & Johnson Vision Care we are constantly striving to meet our customers' needs and we realise the value of this service to our customers. If you wish to set up Home Delivery, this can be done through our website or you can contact our customer services team who can arrange this for you and talk you through the options available.

Question 28

Have you changed the size of your home delivery boxes as I have had a few patients say recently that the boxes do not fit through their letterboxes?

Accepted Answer

We haven't made any recent changes to the patient delivery box. If you continue to receive this feedback from your patients, please contact our Customer Service team on 0800 022 422 (UK) or 1800 812 100 (Eire) who can investigate further. Your feedback on our services is important to us to drive improvement.

Question 29

Do all ACUVUE® contact lenses offer UV protection?

Accepted Answer

Yes! ACUVUE® contact lenses is the only major brand which blocks more than 97% UVB and 82% UVA rays as standard across the range.[^*†1]

Question 30

Is it necessary to wear sunglasses with ACUVUE® contact lenses?

Accepted Answer

While ACUVUE® contact lenses do provide UV†* protection to the areas they cover, other parts of the eye and surrounding areas are still exposed to UV light. For that reason, ACUVUE® contact lenses are not intended as a replacement for sunglasses. The lenses can be worn with non-prescription sunglasses and should be considered a part of a total light management suite of solutions.

Question 31

Can contact lenses be worn while playing sports?

Accepted Answer

Yes, any ACUVUE® Brand contact lenses can be worn during non-water based sports or exercise.

Question 32

What is the best contact lens solution to use for cleaning and caring for lenses?

Accepted Answer

ACUVUE® RevitaLens is a great match with ACUVUE® Contact Lenses and other leading brands[^2,3,4]. In fact, clinical studies show that the combination of ACUVUE® RevitaLens Multi-Purpose Disinfecting Solution and ACUVUE® Brand Contact Lenses resulted in all-day comfort and healthy ocular surface physiology.[^5]

Question 33

Why have you discontinued ACUVUE® OASYS for Presbyopia?

Accepted Answer

We have discontinued ACUVUE® OASYS for Presbyopia in order to continue our mission to provide the best innovations for you and your patients. We offer ACUVUE® OASYS MULTIFOCAL with PUPIL OPTIMISED DESIGN, built on our ACUVUE® OASYS 2-Week platform.This lens uses the same PUPIL OPTIMISED DESIGN and hybrid back curve technology as found in 1-DAY ACUVUE® MOIST MULTIFOCAL, which delivers consistent performance across Low, Mid and High ADD patients, and across the refractive range, whether you’re fitting a myope or a hyperope.[^4]

Question 34

What is the difference between ACUVUE® OASYS MULTIFOCAL and ACUVUE® OASYS for Presbyopia?

Accepted Answer

We have significantly advanced the technology of our multifocal lenses for the presbyopic eye since the launch of ACUVUE® OASYS for Presbyopia. ACUVUE® OASYS for Presbyopia is a centre distance design that uses a ring design with distinct changes in power. While this “multizone” ring approach was innovative at the time, it does not account for the natural variation of the pupil size due to age and refractive error. ACUVUE® OASYS MULTIFOCAL has the same PUPIL OPTIMISED DESIGN as 1-DAY ACUVUE® MOIST Multifocal, which is entirely different from ACUVUE® OASYS for Presbyopia. It is the only reusable multifocal lens with PUPIL OPTIMISED DESIGN technology – the technology that optimises the optical design to the pupil size according to age and refractive power[^7] and designed for exceptional visual performance.[^7¥]While the optical design has changed, ACUVUE® OASYS MULTIFOCAL is built on the same ACUVUE® OASYS 2-Week Platform.

Question 35

When will ACUVUE® OASYS with Transitions™ Light Intelligent Technology™ be discontinued?

Accepted Answer

ACUVUE® OASYS with Transitions™  discontinuation details as follows:All diagnostic lenses effective 1st June 2023All plus powers from +0.25 to +8.00 effective May 2023All remaining revenue parameters effective 1st December 2023We have taken this decision as part of our efforts to proactively simplify our portfolio where relevant, to increase supply of our core products.For more information on the status of our products, check the status of an order at www.jnjvisionpro.com/en-gb/ or speak to your local Customer Service agent:Customer Services UK: 0800 022 4222 IE: 1800 812 100.

Question 36

Do you have any alternative contact lenses available to help transition my patients from ACUVUE® TruEye® contact lenses?

Accepted Answer

100% of TruEye® patients were successfully fit into ACUVUE® OASYS MAX 1-Day.[^+§8]

Question 37

Do you offer Money Back Guarantee?

Accepted Answer

Yes, we do! We're so sure that you and you patients will be happy with ACUVUE® contact lenses, we offer a money back guarantee!**Terms and conitions apply. Please see here for more information.

Question 38

How do I access the Money Back Guarantee Form?

Accepted Answer

You can either download the form here or direct your patients to acuvue.com for more information.

Registration process FAQs

Website related FAQs

FAQs about the Order Centre

FAQs about Ordering and Returns

FAQs about ACUVUE^® Products

Money Back Guarantee FAQs

References