FAQs

No. Only the HOYA‑issued RMA number is valid for credit.

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

An RMA (Return Material Authorization) number used to identify and process returned items.

Follow the return instructions emailed to you in the confirmation message.

Guest users must manually enter company address 

Yes. The public FAQ provides general information, but additional detailed guidance, step‑by‑step instructions, and system support materials are available in the Help Section.

Please note: the Help Section is accessible only to registered users after logging in

On the login page, click “Forgot Password?”

Enter your email address in the designated field.

You will receive an email with instructions.

Follow the instructions in the email to reset your password.

Please use the language selection menu located at the top right of the page. 

Available languages: English, French, German, Traditional Chinese, Simplified Chinese, Japanese, Korean.

Please submit via HFN; for general inquiries, contact sales rep or use CONTACT US.

Guest User:
You can submit a complaint without creating an account.

Registered User:
By creating an account, you gain access ro tracking your submitted complaints, using the dashboard, and faster follow‑up. This option is recommended for users who plan to use the system regularly.

HOYA employees can register using the one‑click SSO method.

Select the option that best matches your role:

Hospital/Clinic Staff :
 Doctors, clinicians, pharmacists, or medical staff who use HOYA products.
Distributor: 
Company/person distributing HOYA products under agreement
Sub‑distributor: 
Company contracted with a distributor to sell HOYA products

Note: HOYA employees are automatically assigned the appropriate role.

Once the registration form is submitted, a verification email will be sent to the email address provided. Clicking the link in that email will verify your account.

Note:
HOYA employees are not permitted to register using the standard registration form.
For new account creation or access requests, please contact Hoya IT Support directly.

Check your Spam/Junk folder

If still not received after 24 hours, contact us via the CONTACT US section at the bottom of the HFN page

Date of Event:
When the issue occurred

Date of Implantation:
The date when the device was implanted or placed in the patient (if applicable). 
This date helps determine the timeline between implantation and the event, and may be different from the Date of Event.

Date of Awareness
When you first learned about it

If an investigation report is required, you will receive an email notification with the report attached once it has been completed.

Registered Users can also access and view the investigation report directly in their Dashboard.

Guest Users will receive the completed investigation report via email only.

One.

Guest Users: No, updates are not possible without registration. Please contact your Sales Representative or use the Contact Us section for assistance.

Registered Users: Yes, updates can be made via the Dashboard after submission.

Click “Click to upload, or drag and drop”, select a file, and confirm the upload.

The system supports standard file formats and sizes.

Avoid uploading PII (personal‑identifiable information).

Select the option that best describes the event impact:

No Patient Injury

Explantation (IOL removed after implantation)

Secondary Surgical Intervention Required

Medical Intervention Required (medication, follow‑up treatment)

IOL release issue/Injector malfunction: 
Includes tucking failure, clogging, or injector breakage.

Haptic damage:
Bent, broken, or deformed haptics.

Optic damage:
Scratches, cracks, deformation, or foreign material.

Other / Unknown:
Used when the issue does not clearly match a listed category.