FAQs

To reset or change your password, please follow the steps below:

1. On the login page, click “Forgot Password?”
2. Enter your email address in the designated field.
3. You will receive an email with instructions.
4. Follow the instructions in the email to reset your password.

Please use the language selection menu located at the top right of the page. The available languages are English, French, German, Traditional Chinese, Simplified Chinese, Japanese, and Korean.

If an investigation report is required, you will receive an email notification once the report has been completed. The investigation report can be viewed on your dashboard for registered users only. (To be confirmed for guest user)

If an investigation report is not required, the status will change to “Feedback complete” after you submit the complaint, and no further notifications will be sent.

Yes — but only for registered users.
 To update a complaint you have already submitted, open your dashboard and select the case you want to modify.
 From the Action menu, click “UPDATE” and make the necessary changes.

The confirmation email will be sent from [email protected].
 If you do not receive the email, please first check your Spam / Junk folder.

If you still do not receive the email within 24 hours, please contact us via CONTACT US at the bottom of the HFN page.

If you are a registered user, you can check your status on your dashboard even if you do not receive the confirmation email.
 Guests, on the other hand, will receive status updates only via email.

To be confirmed. 

If you need to upload supporting materials in the Submit Feedback form, select “Yes” under Are there any supporting materials?
 Then click “Choose File” and select the file you wish to upload from your device.

No Patient Injury

The patient experiences no physical injury, harm, or adverse health effects resulting from the medical procedure or the use of HSO products.

Explanation

The intraocular lens (IOL) was fully implanted but later needed to be removed (explanted) due to an issue.

Secondary Surgical Intervention Required

An additional surgical procedure is required to address a problem caused by or related to the IOL or injector.

Medical Intervention Required

The patient requires additional non‑surgical medical treatment (e.g., medication, in‑clinic follow‑up treatment) due to an issue associated with the IOL or injector.

IOL release issue/Injector malfunction 

This refers to issues that occur during the insertion of the intraocular lens (IOL) using the injector system. The following events are included, but not limited to:

・Tucking failure: A malfunction in which the haptic does not fold properly according to the IFU during injection.

・Clogging: A malfunction in which the injector becomes blocked, or excessive resistance occurs during lens delivery.

・Injector broken: A malfunction involving defects or breakage of injector components without direct damage to the IOL itself.

Haptic damage

Damage to the haptic portion of the IOL, such as bending, deformation, or breakage. 

Optic damage

Damage to the optic portion of the IOL, including scratches, cracks, deformation, or foreign material embedded in the optic. 

Other or Unknown

Any product concern that does not clearly fall into the categories above or when available information is insufficient to determine the cause or failure mode.
 
This category may include unclassified anomalies, ambiguous findings, or cases requiring further investigation.

If you know the product’s serial number, please enter it exactly as it appears on the product label. Once the serial number is entered, the system will automatically retrieve and display the relevant product information.

If the serial number is unknown or cannot be confirmed, the serial number field will not be displayed. In this case, please proceed by entering the product model instead.

Date of Event
 This refers to the date when the complaint or feedback actually occurred.

Date of Awareness
 This refers to the date when you first became aware of the complaint or feedback, either by noticing it yourself or by receiving a report.

If the Date of Event and Date of Awareness are different, please enter each date accurately as it is.

Please submit any complaints or feedback through the HOYA Feedback Network (HFN).  For general inquiries, contact your sales representative, distributor, or use the CONTACT US section displayed at the bottom of the HFN page.

No. A product return is required in order to receive credit.

Yes, you can. However, please note that the investigation and credit processing may be delayed without an RMA number.

An RMA is Return Material Authorization which has an authorization number used to identify and manage returned products.

Please follow the return instructions provided in the confirmation email.

We offer two types of user access:

・Guest User: You can submit a complaint without creating an account. This option is ideal if you want a quick submission or prefer not to register.

・Registered User: By creating an account, you gain access to additional features such as tracking your submitted complaints, using the dashboard, and enjoying faster follow-up. This option is recommended for users who plan to use the system regularly.

When creating your account, please select the customer category that best reflects your role from the options below:

• Hospital/Clinic staff
• Distributor

If you are unsure which category applies to you, please contact your sales representative or our support team for assistance.

Your account will be activated when you follow the instructions in the registration email and log in for the first time.

To activate your account, please follow the steps below:

1. Click “Sign up” on the login screen and enter the required information as instructed.
2. After entering the information, click “Sign up” at the bottom of the page. A registration email will then be sent to you.
3. Follow the instructions provided in the email to activate your account.

Your account will be activated once you complete the steps described in the registration email.

The registration email will be sent from [email protected].
 If you do not receive it, please check your Spam/Junk folder first.

If the email does not arrive within 24 hours, please contact us via the CONTACT US section at the bottom of the HFN page.