You can make a difference in the Apple Support Community!

When you sign up with your Apple Account, you can provide valuable feedback to other community members by upvoting helpful replies and User Tips.

Looks like no one’s replied in a while. To start the conversation again, simply ask a new question.

Problems with Zeiss Insert ordering process for users of prescription glasses

I wear glasses and the Vision One will not be useful to me without the Zeiss prescription inserts. So during the ordering process, I was asked to upload my prescription. So I keyed in my prescription into Zeiss ordering system to verify my prescription is compatible. It passed with flying colors!!! So once I verified my prescription was compatible, I uploaded the prescription, as signed by the doctor. Shortly afterwards, it was rejected! Further, it told me my prescription was “not even for eyeglasses!” That is crazy since I have two pairs of glasses that I have been wearing for months that used the same prescription!!! To be clear (and redundant), I uploaded the prescription for my current eyeglasses and Zeiss tells me the prescription “is not for eyeglasses” AND their in-house system checked my manually entered prescription and pronounced it compatible with their Zeiss Insert system.


I have now uploaded my prescription for the 4th time, each time making tweaks in an attempt to satisfy them.


Has anyone else similar issues with Zeiss? If so, did you find a workaround?


[Edited by Moderator]

Windows, Windows 10

Posted on Jul 2, 2024 1:55 PM

Reply
3 replies

Jul 6, 2024 4:13 AM in response to Rcrum1950

I also (here in the UK) had an initial problem with my Zeiss prescription. I did exactly the same procedure as you - and my prescription was rejected by Zeiss. I eventually used a slightly older prescription I had at home and that was approved. The rejected one was for new varifocals which I had just received after a recent eye test - Zeiss said that the prescription was for readers! I did try and contact Zeiss to speak to someone there but no luck - when I did get a telephone number for them, they referred me to the Apple helpline - and I also contacted my opticians but they couldn't help. To be fair to Apple, they did try and sort it out but while waiting I decided to use the older prescription, and that worked. Life is stressful enough these days without added problems. At least you are not alone.

Jul 20, 2024 4:01 AM in response to Rcrum1950

They have been very fussy with the prescriptions, my first one was rejected because it had my brother's address on it as I did an eye test whilst visiting him in Australia, so I got another done in London and uploaded that and it was rejected because Specsavers' address wasn't on it and then rejected again for the same reason! Eventually I got specsavers to send me a letter with both addresses and the prescription and it was finally approved, I lost 5 days in the process which is pretty bad as once you add delivery to it I only have 4 days left of the return period to try out my Vision Pro, it seems like a very backward way of doing things, the lenses are made in China therefore losing a lot of time, should be locally made and if you have to wear lenses, you should be given an extra 7 days returns period if you can prove you had to wait for Zeiss.

Problems with Zeiss Insert ordering process for users of prescription glasses

Welcome to Apple Support Community
A forum where Apple customers help each other with their products. Get started with your Apple Account.