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Why Was My Contact Lens Prescription Rejected? (And How to Fix It!)
If your contact lens prescription was rejected, locate your reason below to fix it immediately.
7 Common Rejection Reasons & Quick Fixes
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Brand or Lens Mismatch: You ordered a different brand or schedule (e.g., daily vs. monthly) than listed on your doctor's sheet.
Fix: Reply to our rejection email to swap your order to the prescribed brand, or upload an updated prescription that matches your order.
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Glasses Prescription Uploaded: Glasses prescriptions lack required contact lens specs (Brand, Base Curve, Diameter).
Fix: Locate and upload your dedicated Contact Lens Prescription.
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Expired Prescription: Contact lens prescriptions are typically valid for 1 year.
Fix: Reply to our email with your Doctor's Name and Clinic Fax Number so we can verify it for you, or take our 5-minute online renewal test if eligible.
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Unofficial Document: Photos of contact lens boxes, receipts, invoices, or unsigned notes cannot be accepted by law.
Fix: Upload an official prescription sheet showing your assigned brand, doctor's signature, and clinic details.
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Missing Eye Doctor Details: Prescription numbers were typed manually without clinic information.
Fix: Reply to our email with your doctor's Clinic Name, Phone Number, and Fax Number.
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Blurry or Unreadable Photo: Document was cropped, dark, or out of focus.
Fix: Take a clear photo of the full prescription sheet (showing all 4 corners) and re-upload it.
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International Prescription: Federal law requires a prescription written by a licensed U.S. eye care professional.
Fix: Provide a valid U.S. prescription or use our online renewal test if eligible.
How to Resubmit Your Prescription
Option 1 (Upload Page): Submit your updated file directly on our Prescription Upload page.
Option 2 (Reply to Email): Reply directly to our rejection email with your photo or PDF attached.
Fast Chat Commands
Open Live Chat and type:
Type "Where is my order" and follow the bot's instructions.