Frequently Asked Questions (FAQs)

Get to know more about the Academy+ platform, including who it’s for, what it can do and how to get started.

Choose from the categories below to find the answers to your key questions:

 

General

What is Academy+?

Academy+ is an exclusive portal for healthcare professionals, offering scientific content, specialist knowledge and practice enhancement tools.

Who can use Academy+?

Academy+ can be accessed by any healthcare professional, including healthcare students.

What are the benefits?

With Academy+, you get the following benefits:

  • Discover a range of resources
  • Keep track of your orders
  • Attend exclusive webinars

What if Academy+ does not appear correctly on my browser?

Check you’re using Google Chrome as your browser, and make sure you have the most up-to-date version.

 

Registration

How do I register for a new account?

To register for a new Academy+ account, follow these steps:

  1. On the homepage, click 'Register'.
  2. Enter your email address, create your password and read through the tick box options before clicking 'Register'. Please consider the email address that is used to register with as this is where any order confirmations will be sent to.
  3. You will then receive an email requesting verification. Please click the 'Verify Now' link provided within the email.
  4. You will then be taken back to the website where you will need to fill in your name, profession and role before clicking 'Proceed'.
  5. You will then receive an email confirming your registration and account details.

Please note: In order to unlock the sample ordering function, you will also need to connect your pharmacy, as per the instructions below.

How long will it take to access my new account?

Accounts are approved immediately once all details are provided. This includes your email, password, name, profession and role.

How do I log in to an existing Academy+ account?

To log in to an existing Academy+ account, you'll need to:

  1. Go to www.academy-plus.co.uk.
  2. Click 'Log In'.
  3. Enter your account details (email address and password).

When I try registering with my email address, the system says that an account with that email address already exists. What should I do?

If the system says an account with your email already exists, then it may be that you've already got a login for Academy+. If it is an account you've previously set up but you've forgotten your password, you can reset it as follows:

  1. Click 'Forgot Password?' and enter your email address.
  2. You will then receive an email – or SMS if you provided your mobile number – with instructions helping you to reset your password.

I reset my password and didn't receive a password reset email?

Check your junk inbox first to make sure the password reset email hasn't gone to the wrong folder. If it's not there, contact us so we can help by emailing [email protected].

How long will it take to unlock product ordering features?

It takes around 2-5 working days for the internal approval process.

Do I need to show my professional ID?

No professional ID is needed for Academy+ registration, but only healthcare professionals or students are allowed to register.

 

Connecting with your pharmacy

How do I link my pharmacy to my Academy+ account?

When you log in for the first time after registering, instructions should appear directing you to link your pharmacy to your account.

To connect with your pharmacy:

  1. Click order.
  2. Input GPHC premises number.

How can I find my GPHC premise number?

  1. Once you have registered, you must log in – you can do so from the A+ registration confirmation email.
  2. You will then be presented with the option to connect your pharmacy.
  3. Find your GPHC number here – here is underlined. If you select this, it will take you to a GPHC database.
  4. You can search for your pharmacy and retrieve the GPHC number.
  5. Go back to the Connect your pharmacy page on Academy+.
  6. Enter the GPHC number into the search bar and select search to connect your pharmacy.

In the registration process, I am entering a valid GPHC premises number, but the system does not accept it. What should I do?

Please contact Kenvue Customer Services Support, by emailing [email protected].

I already have an account with Academy+, but I want to change the pharmacy I belong to. What should I do?

If you’ve moved pharmacy or want to change the pharmacy you belong to on Academy+, you can add a new one by:

  1. Logging in to Academy+ and clicking on ‘My profile’.
  2. Clicking on ‘Add Pharmacies’ under the ‘My Pharmacy’ option.
  3. Add the GPHC number of the new pharmacy to which you want to be associated.
  4. Mark this pharmacy as your “primary” pharmacy.
  5. You can then remove the pharmacy you are no longer associated with.

What if the instructions do not appear automatically?

  1. Click on your profile at the top right of the screen.
  2. Then click on ‘Add Pharmacies’ (under the ‘My Pharmacies’ option).
  3. You will need to enter your pharmacy’s GPHC number. If you do not know your GPHC number, it can be found through the following link: https://www.pharmacyregulation.org/registers/pharmacy.
  4. Once you have your GPHC number, click ‘Search’ and this will pull up your pharmacy’s details. If your pharmacy’s details do not appear, please contact Kenvue Customer Services Support by emailing [email protected].
  5. Click ‘Proceed’ once your details have appeared.
  6. You will then receive an email confirming that your pharmacy has been successfully connected with your account.

 

My account

How do I change my email address for Academy+?

You cannot change this via your profile. Instead, you must email us at [email protected].

What is a "Primary Pharmacy" and what does that mean?

A primary pharmacy is the main pharmacy you are associated with. Your "primary pharmacy" is also where your sample orders will be sent to. If you'd like to order samples for another pharmacy, you will need to add the other pharmacy to your account and mark it as your "primary pharmacy" before proceeding with an order.

If you only have one pharmacy connected to your account, this will be your primary pharmacy by default.

How can I change my primary pharmacy?

If you are responsible for more than one pharmacy, you can add other pharmacies to your account and select which is your "primary pharmacy". To add other pharmacies to your account:

  1. Click on your profile at the top right of the screen.
  2. Click 'My pharmacies'. Then click 'Add new pharmacy' and follow the instructions.

Please note: Any sample orders will be sent to your "primary pharmacy". If you'd like to order samples for another pharmacy, you will need to add the other pharmacy to your account and mark it as your "primary pharmacy" before proceeding with an order.

If you experience any difficulties, please contact Kenvue Customer Services Support by emailing [email protected].

I have tried to add another pharmacy to my account, but the system will not allow me even with the correct GPHC Premises Number. What should I do?

Please contact Kenvue Customer Services Support by emailing [email protected], so the details can be verified.

How do I remove a staff member from my pharmacy? And will he/she/they still have access to my pharmacy details?

Only the Pharmacy Owner/Managers role can remove staff members using the steps below:

  1. Go to 'My profile' at the top right of the page.
  2. Click on 'My Team' and remove the user by editing the user record.

Once the user has been removed, he/she/they will not see any details of the pharmacy.

Where do I choose my preferred wholesaler?

To choose your preferred wholesaler, you should:

  1. Go to your profile.
  2. Select pharmacies, then select inside pharmacies.
  3. Under 'pharmacies' input your preferred wholesalers.

 

Attending webinars

How do I register for an upcoming webinar [as a member]?

To register for a webinar as a member of Academy+:

  1. Click ‘News’ from the toolbar selection.
  2. Click ‘Register for the webinar’.
  3. If you haven’t already, make sure you log in.

How do I register for an upcoming webinar [as a non-member]?

To register for a webinar as a non-member of Academy+:

  1. Click ‘News’ from the toolbar selection.
  2. Click ‘Register for the webinar’.
  3. Put in your email address – you are now registered but ONLY for the webinar, not as a member for Academy+.

Once I register for a webinar, will I get a reminder?

Yes, you will get an email reminder. Remember to check your junk box or add our email to your contact list.

How do I attend the webinar?

To attend the webinar, all you have to do is click the link provided in the email.

 

Ordering process

I own two pharmacies, but I can only see orders for one of them?

Check to make sure you have registered both pharmacies on Academy+ by following the below steps:

  1. Go to your profile
  2. Select orders, then click ‘view items for order’
  3. This will bring up your order history, where you can use the drop-down menu under ‘view items for’ to select a different pharmacy.

What if I have not received my order?

Contact the wholesaler you usually order from.

As an Owner/Manager, how do I enable staff members who have registered on Academy+ to order?

Upon registration, staff will not be able to place orders by default.  If you want to enable this feature, follow the below steps:

  1. Go to the 'My Profile' tab at the top right of the page. 
  2. Open the 'My Team' area and click on the pencil by their name.
  3. Tick the "can order" box. 
  4. Make sure to save your changes.

Please note: If there is no Owner or Manager registered on Academy+ for your pharmacy, ordering will not be possible until an Owner or Manager registers.

As an Owner/Manager, how do I invite staff to join Academy+? 

Send the Academy+ registration link to your staff members. They will then be able to follow the steps to connect to your designated pharmacy.

My order history does not show the orders I have just placed

It can take between 10-15 minutes for digital confirmation of your orders to appear.

 

Sample or marketing material orders

How can I order marketing materials or samples?

To order marketing materials or samples:

  1. Click ‘order’ at the top left of your screen.
  2. Select your pharmacy (if applicable) from the drop-down menu.
  3. Select your order option.

Please note: samples are only available on certain products – and samples are not available for any medicine.

I do not have the option to order samples

You will need to have connected your pharmacy to your account to unlock the ordering function. You can do this by following the instructions provided in the ‘How do I link my pharmacy to my account?’ in the ‘Registration’ section.

If you are still having issues after following these instructions, reach out to Kenvue Customer Services Support by emailing [email protected].

The ‘Copy previous orders’ function works but not all the product items are getting copied over. What should I do?

During the ‘copy previous order’ process, the system checks if the previous order items are still available. If some of the items are no longer available, they cannot be ordered and will not copy over. The products which are no longer available will be clearly indicated.

Who is eligible to order samples?

Users in all roles can order samples once they have completed their registration and connected their pharmacy to their account. The table below shows the steps that must be completed to unlock sample ordering access:

  1. Register with your email and password.
  2. Follow the link in the verification email where you’ll be asked to fill in your name, role and profession. Once you have fully registered, you will be able to use your details to log in.
  3. Connect your pharmacy to your account. Now you will be able to order samples and marketing materials.

Please note: samples are only available on certain products – and samples are not available for any medicine.

 

Product Orders

I do not have the option of ordering products – what should I do?

Check that you are listed as the owner/manager in Academy+ or check with the pharmacy manager that you have been approved by them in Academy+ to order. If you are still unable to order even though you should have access, please contact our customer services: [email protected].

I do not see all the products that I would like to order. What do I do?

If you can’t see all the products you want to order, you should contact your wholesaler.

Where do I choose my preferred wholesaler?

You can choose your preferred wholesaler when registering:

  1. Select ‘pharmacy’.
  2. Select ‘Manage wholesalers’.
  3. Select the ‘set as default’ button for your preferred wholesaler.

How do I add a new wholesaler to my account?

  1. Once you have connected your pharmacy by providing the GPHC number, under ‘associated wholesalers’ you can ‘edit wholesaler’

  2. Manage wholesalers’ will appear, with the chance to add up to three. Here you can also choose which wholesaler you wish to set as your default.

The Kenvue discount is not showing on my order – what should I do?

Make sure you have selected a quantity when adding a product to the basket – then the discount will automatically appear.

 

Already a PharmaGenius user?

How do I log into Academy+?

Use your current PharmaGenius credentials when signing into Academy+. Your order history will still be accessible on the upgraded platform too.

 

User issues

I have registered my account but the system still says pending approval – what should I do?

Please contact Kenvue Customer Services Support by emailing [email protected].

I have forgotten my password. What do I do?

Follow the forgotten password link on the homepage, using the email you initially registered with. If you added your mobile number to your profile, you have the option to receive an email or SMS message with a link or code to be able to reset your password. 

Please contact Kenvue Customer Services Support if you’re still experiencing difficulties, by emailing [email protected].

I have not received a password reset email – what should I do?

Please check your spam folder. Sometimes it may take a few minutes for the email to arrive. If you cannot remember the email address you initially used to register with, please contact Kenvue Customer Services Support so we can assist you.

Contact email: [email protected].

My email address is showing as invalid when I type it into the reset password page – what should I do?

Has your email address changed since you registered? If it has not changed, it may mean your account has been deactivated. In either case, please contact Kenvue Customer Services Support so that we may assist you.   

Contact details: [email protected].

I get an error message saying "User already exists with same username" and it won’t allow me to register. What does this mean?

Please contact Kenvue Customer Services Support so that we may assist you. Email: [email protected].

 

Browser & Devices

The Academy+ site does not appear correctly on my browser – why is this?

This website only supports Google Chrome, Safari and Internet Explorer 9.0 and above. 

You may need to upgrade the browsers and check that the upgrade will not affect any existing applications you use.  Please note upgrading the browser could result in the loss of cookies.

On my mobile device, I cannot cancel certain pages. What should I do?

Change the orientation of the device and see if the page layout changes. Open a new tab on the browser and close the original tab. You may need to temporarily use a Desktop device.

If you are still experiencing difficulties, please contact Kenvue Customer Services Support by emailing [email protected].

 

Ready to get started on Academy+?

Sign up for a free account today

 

 

 

Last updated: June 2023
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