Frequently asked questions.

Find quick answers to the questions we’re asked the most. From setting up your account to placing an order, our FAQs cover everything you need to know about using Vyne.

Popular questions All questions
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Popular questions.

Looking for a quick answer? These are the questions our customers ask most, all in one place.

All users
1 minutes FAQ

Who can use Vyne Online?

Patients, clinicians and care homes can register to use Vyne Online. Simply select the option tha...
1 minutes FAQ
All users
2 minutes FAQ

What type of Vyne Online accounts are available?

Vyne Online is used by those ordering for themselves, family & friends, healthcare profession...
2 minutes FAQ
All users
2 minutes FAQ

What services do Vyne offer?

Vyne is both an appliance dispensing service (prescription home delivery service) and an online m...
2 minutes FAQ
All users
1 minutes FAQ

How do I check the status of my prescription order?

If you’re ordering a prescription, you can log in to your Vyne Online account and check the statu...
1 minutes FAQ
Patients
2 minutes FAQ

Do I qualify for free NHS prescriptions?

Find out if you qualify by visiting the NHS eligibility checker.
2 minutes FAQ
Patients
1 minutes FAQ

Do I need to tell my GP I’m using Vyne?

No, we'll contact your GP to let them know that you’re using Vyne.
1 minutes FAQ
Patients
1 minutes FAQ

Can I request products on behalf of a family member?

Yes, with their permission. We recommend ordering on behalf of someone over the phone instead of ...
1 minutes FAQ
Patients
1 minutes FAQ

How long will it take to process my prescription order?

We aim to be as quick as possible, but this depends on when we get your prescription back from yo...
1 minutes FAQ
Healthcare professionals
1 minutes FAQ

Do I need to contact my patients previous supplier when registering them with Vyne?

When registering your patient with Vyne, you'll nominate us as the patients’ home delivery servic...
1 minutes FAQ
Healthcare professionals
1 minutes FAQ

If I register a patient, can my colleague edit their order through Vyne Online?

No, once an order has been submitted you or your colleague will not be able to edit the order in ...
1 minutes FAQ
Healthcare professionals
1 minutes FAQ

Do I need to re-order my patients prescription after I have registered them?

If you would like to reorder your patients’ products you can, but in most cases we will contact t...
1 minutes FAQ
Healthcare professionals
2 minutes FAQ

How long does Vyne hold patient data in my account?

You’ll be able to see the full history of all the orders you’ve placed for your patients. If one ...
2 minutes FAQ

All questions.

Browse every question we’ve answered, or use the topics to narrow things down. Whether you need help with prescriptions, shopping, your Vyne Online account or our company policies, you’ll find clear, simple answers here.

Healthcare professionals
1 minutes FAQ

Is a Vyne team account right for you?

When you signed up for Vyne, or if you're thinking of signing up, you may be wondering what accou...
1 minutes FAQ
Patients
2 minutes FAQ

Unable to find your GP while signing up?

Are you trying to sign up to Vyne, or trying to update your details, and struggling to find your ...
2 minutes FAQ
Care homes
1 minutes FAQ

Can I use my personal email when signing up a care home?

We advise that you avoid using your personal email when signing up a care homes account as everyb...
1 minutes FAQ
Healthcare professionals
1 minutes FAQ

Why do I need to enter the unit or ward name?

If you don’t enter your ward or unit name, it is possible that your team might get mixed up with ...
1 minutes FAQ
Patients
2 minutes FAQ

Which prescription exemption is right for me?

If you're living in the UK, you might not have to pay for your NHS prescriptions but knowing whic...
2 minutes FAQ
All users
2 minutes FAQ

What is Two-factor authentication?

In order to keep your Vyne account secure, we encourage you to set up two-factor authentication.
2 minutes FAQ
Patients
2 minutes FAQ

How to add your home address

As you know, it’s important that your home address is added correctly, so that there are no delay...
2 minutes FAQ
All users
2 minutes FAQ

The importance of entering your details correctly

When signing up to Vyne, and placing orders, it is very important that you add your personal deta...
2 minutes FAQ
All users
2 minutes FAQ

What does it mean to nominate Vyne?

You may have noticed that you are being asked if you want to “nominate” Vyne. What does this mean?
2 minutes FAQ
All users
2 minutes FAQ

What complimentary items am I entitled to?

When you order your medical devices, you are entitled to certain complimentary items to help you ...
2 minutes FAQ
All users
2 minutes FAQ

How to reset your Vyne Online password

Have you forgotten your Vyne password and need to reset it? Don’t worry! We’ve all done it. This ...
2 minutes FAQ
Patients
2 minutes FAQ

What is a VIN (Vyne Identification Number) and where do I find it?

Your Vyne Identification Number, or VIN is the unique number we assign to every Vyne account. If ...
2 minutes FAQ

Contact us

Get in touch

Our amazing Customer Care team are here to help. With decades of experience between them, they’ll have an answer to your question.

Telephone: 020 3987 7560
Email: hello@vyne.co.uk
Head Office: Tennant Hall, Blenheim Grove, Leeds, LS2 9ET

Customer care opening hours

Mon-Fri: 8:00am - 6:00pm
Sat: 9:00am - 2:00pm
Sun: 10:00am - 2:00pm

DAC Customer Care Manager: Vicki Stone
Company Number: 6779883

Contact us

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More resources.

We’re here to support you. Whether that’s with online help articles, guides for getting you started, or if you’d just prefer to speak with us directly - let us point you in the right direction.

Looking for online support & advice?

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View support articles
Trying to find technical support?

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Need to speak with our specialists?

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