FAQ

Find your answers

Our customer support team is working hard to offer you best service possible. To make sure that you will receive swift and useful response from us, please do search for the answer in our Frequently Asked Questions (FAQs). FAQs are being constantly updated.
  • All
  • Account and Subscription
  • Technical Support
  • Getting Started
  • Purchases
  • General
  • All
  • Account and Subscription
  • Technical Support
  • Getting Started
  • Purchases
  • General
Where do I create new AmblyoPlay account?

You can create new AmblyoPlay account on my.amblyoplay.com, or inside AmblyoPlay application. Following the registration, you will receive authorisation email with verification link to activate the user account.

I created new account but did not receive authentication email. What do I do?

It can take up to 45 minutes to receive the authentication email with a verification link to activate your account. If an email does not arrive to your inbox in 45 minutes, check your Spam folder. If the email is still not found, please create a new support ticket HERE.

I forgot my AmblyoPlay password. What can I do?

You can create a new password for your AmblyoPlay account from your Login page either on my.amblyoplay.comor in the AmblyoPlay application. Simply click 'Forgot Password?' and follow the password recovery process!

I cannot login to AmblyoPlay. What should I do?

1. Check that you are connected to the internet. AmblyoPlay requires working internet connection to work. 2. If you are unable to enter AmblyoPlay or your profile at my.amblyoplay.com, it might be that you forgot your password. In this case, simply click 'Forgot Password?' and follow the steps to generate

My subscription is not active. Where do I activate it?

You can activate your subscription in my.amblyoplay.com under Manage Subscriptions. By creating a new subscription plan AmblyoPlay will become active.

I created a subscription but cannot use it because I am yet to receive AmblyoPlay Box. Does time of subscription start right away?

Do not worry - once you made and paid your subscription, we shipped to you AmblyoPlay Box with AmblyoPlay Glasses and activation code. Although you already paid first bill for your subscription plan, the time will only start running after you have received AmblyoPlay and activated your subscription with activation

How many children can use ONE AmblyoPlay account?

At the time we only support ONE child per account. The main reason for this is that the whole training and vision therapy process is personalised to one individual. It learns from the progress of the child and adapts to his or her needs. If more than one child would

I want to cancel subscription. Where do I do that?

You can cancel your subscription plan in your AmblyoPlay account under Manage Subscriptions tab.

I want to switch to another subscription plan. Can I change it?

Yes, you can change your subscription plan in your AmblyoPlay account under Manage Subscriptions tab at any time.

If I cancel my subscription before the end of the subscription period – will I be able to use it until it runs out?

Yes, you will be able to use AmblyoPlay and all its functions until the end of your subscription period. You will also be able to resubscribe whenever in your AmblyoPlay account under Manage Subscriptions tab.

On which devices can I run AmblyoPlay?

AmblyoPlay works on computers running MacOS or Windows (Windows 7 or later) and tablets running Android and iOS.

Can I run AmblyoPlay on my smartphone?

No. Smartphones are not supported because their screen quality and size limits too much the visual field required for quality performance of vision therapy.

Can I use multiple devices across different platforms?

Of course, you can use up to 5 different devices for AmblyoPlay vision therapy. You simply login with your AmblyoPlay account. However, only one child is permitted to use one AmblyoPlay account.

Do I need internet connection to use AmblyoPlay?

Yes. You have to be connected to the internet to use AmblyoPlay due to tracking functionalities and constantly learning algorithms.

Is the screen size important?

Yes, we recommend larger screen sizes because that leaves us with more room to stimulate the whole visual field of the child. If you have several devices at your disposal, we would recommend using the one with the larger screen.

AmblyoPlay unexpectedly crashed. Did it save my progress?

Yes, AmblyoPlay is constantly synchronising the information from your performance so nothing gets lost.

What is AmblyoPlay?

AmblyoPlay is a vision therapy for children with difficulties in the vision system, such as convergence insufficiency, lazy eye, strabismus and many others. Therapy is conducted through playing different games that stimulate the weaker eye, as well as encourage good cooperation of both eyes. Vision therapy is performed on a

Can I change the language used in AmblyoPlay? Where do I do that?

You can change the language inside AmblyoPlay application. When in Parent Menu inside AmblyoPlay, go to 'Account Settings' and select the preferred language.

Can I get rid of refraction using AmblyoPlay?

No. AmblyoPlay can only help with vision dysfunctions that are rooted in the eye muscles performance and bad eye-brain cooperation. It can improve visual acuity, depth perception and other binocular visual functions.

When is my child old enough to perform vision therapy with AmblyoPlay?

AmblyoPlay does not have a strict age limit. However, we suggest that children begin using AmblyoPlay as soon as possible, starting with the age of 3-4. Vision therapy is the most effective early on in the development of visual function with latest studies placing the upper age for significant improvement

Where can I set up available games for my child?

You can change available games for your child in application Parent Menu in Games Selection tab. You can enable or disable games, as well as turn on or off game tutorials.

How long does a single therapy session last?

Each day child has to perform 30-minute therapy session, which is split in two 15-minute parts with a break between both parts.

I do not want my child to play more games than necessary! What can I do about it?

After completing daily therapy session (30 minutes), you have an option of allowing your child to play even more extra therapeutic games. However, you can easily disable this option in Parent Menu under Therapy Settings.

There is a Lock sign instead of Play sign inside AmblyoPlay? What does it mean?

If you cannot enter Game Menu, and there is a Lock icon instead of Play icon in the top right corner, it means you do not have an active subscription for AmblyoPlay. If you want to create a new subscription plan, visit Manage Subscriptions in your AmblyoPlay profile page. If you have active

There is an exclamation mark next to Play icon. What does it mean?

Exclamation mark next to Play icon in your Parent Menu indicates that you should perform visual acuity screening as soon as possible. It is used as a tool for tracking the progress of visual function. Visual acuity screenings in AmblyoPlay are performed once every 2-4 weeks If you do not wish to perform

Can I change the therapy mode?

Yes. Based on the profiling done in the onboarding when you entered AmblyoPlay for the first time, we suggested the form of therapy that based on analytics should work best. However, if you find that the therapy mode is too difficult/easy for your child, you can simply change that in

We collected all the puzzles in the Rewards section! Is there more rewards to come?

If you already collected all the puzzles, you should begin receiving now rewards for the next set of collection! But there is more: You should expect to receive physical copy of the game cards that your child has been collecting in the mail on the address you put down as

Why does my child need to wait between daily therapy sessions?

Vision therapy exercises are pushing eyes of your child to work very hard. It is therefore welcome to take a short break in between to relieve any possible eye strain and to avoid potential headaches. However, some strain and tiredness should appear as a sign of proper and correct exercising.

Can my child play more than 30 minutes daily?

Of course, if you allow it your child can easily play more games. You can enable this option in the Therapy Settingstab in Parent Menu. Additional games can be found in the Game Menu by pressing Extra Games button.

How do I buy?

You can buy AmblyoPlay at our website (https://www.amblyoplay.com/shop) or at our Official AmblyoPlay Providers – you can find them at the provider's map.

What is the price of AmblyoPlay?

You can see the current prices of all AmblyoPlay packages at our web store (https://www.amblyoplay.com/shop).

I don’t know which package to choose. Any pointers?

Which package is right for you usually depends on how serious the problem we’re solving is, as well as on the age of the patient. The more serious the patient is and the older he or she is – the longer the training procedure will be. On average for children

Does AmblyoPlay work for adults?

It does! 30% of our patients are adults and many of them are seeing significant progress. The truth is that due to decreased brain plasticity (the ability of the brain to rewire itself) the progress is slower for adults but it is possible with regular exercise. You can read more

Is this good for my 3-year old?

AmblyoPlay can be used from 2.5 years of age, but it depends from the child and their proficiency with electronic devices (computers, tablets). For a 3-year old it’s usually already working really well because they understand what they are supposed to do.

How soon can I see the improvements?

You can track the progress using on your User Page under tab Progress. There you will be able to observe different charts that are showing your progress both inside the games, as well as therapeutic exercises. However, the best way to track progress is to schedule regular vision exams with

Where can I find reviews of your users?

Some of the reviews of AmblyoPlay can be found on our webpage and on the App Store and Google Play. There are also a lot of Facebook groups where parents are sharing their experiences with vision therapy and AmblyoPlay is a lot of time the topic.

What happens if I break my glasses?

If you break your glasses you can contact us to purchase new ones. We send them with standard or fast shipping.

How long does it take for the Box to arrive to the U.S.?

Usually, it takes from 8-10 business days for box to arrive in the US and Canada. If it takes more than that you can always check your tracking number for more information or contact us directly.

Where do you ship to?

We ship AmblyoPlay worldwide except for the countries with UN sanctions or embargoes.

Does it work on a smartphone?

AmblyoPlay does not work on the smartphone. For an optimal therapeutic effect, the smallest screens we support are iOS iPads and Android tablets. You can also use AmblyoPlay on Mac and Windows computers.

Are AmblyoPlay Glasses used during visual acuity screening?

During visual acuity screenings, you should not wear AmblyoPlay filter glasses! Just follow the instructions provided.

Are 3D glasses from Amazon OK for use with AmblyoPlay?

While we were developing AmblyoPlay we tested out different filter glasses that you can purchase online. However, none of them were filtering out good enough so we decided to start manufacturing glasses by ourselves. For an optimal therapeutic effect, we advise using AmblyoPlay filter glasses.

Is there a trial to try AmblyoPlay before I buy?

Yes. You can test AmblyoPlay with a 24h trial. You can start your trial at https://www.amblyoplay.com/trial.

I’m an eye doctor. Can I offer this to my patients?

Yes! AmblyoPlay is available to purchase online, but we always prefer to work with specialists! We have a lot of providers already worldwide and if you would like to become one of them just visit https://www.amblyoplay.com/for-doctors and leave us your contact information so we can get in touch with you!

Can I extend access to AmblyoPlay after my access expires?

Yes! You can extend your AmblyoPlay access simply by logging into your AmbyloPlay account at https://my.amblyoplay.com. Select the subscription tab and extend your time with subscribing to AmblyoPlay.

Does AmblyoPlay work on Amazon Fire?

AmblyoPlay does work on your Amazon Fire if you have Google Play Store installed. You can find some instructions on how you can install Android applications to your Amazon Fire here! [https://lifehacker.com/how-to-get-google-play-on-a-kindle-fire-and-install-any-1790706649]

I have more children who need AmblyoPlay? Do you offer family discounts?

We do offer family discounts if you purchase more than 1 box! Contact us directly for a family discount coupon code!

Can more children use a single AmblyoPlay account?

No. Account is created for an individual person. If more people are using one account the progression inside games and exercises won't work as it should.

When does my access start to run?

Your access starts running after activating AmblyoPlay with the activation code you received inside the AmblyoPlay box that was shipped to you.

How much time do I have left on my AmblyoPlay account?

You can check your time inside the online portal at https://my.amblyoplay.com!

Do I wear AmblyoPlay glasses together with prescription glasses or without?

If performing binocular exercises and games you should wear AmblyoPlay filter glasses OVER your prescription glasses! If performing monocular games and exercises you should also wear your prescription glasses but with stronger eye patched.

Do I wear an eye patch together with AmblyoPlay glasses?

No. If you are performing binocular exercises and games with filter glasses you should not wear an eyepatch!

Do I have to use AmblyoPlay glasses during exercises?

If the program determines binocular training mode for you (with red and blue objects on the screen), you should wear AmblyoPlay filter glasses! If you wear prescription glasses you should wear filter glasses over them.

Can I use PayPal?

Yes! You can pay for your AmblyoPlay using PayPal, as well as credit cards!

My credit card is getting rejected. Can I pay through PayPal without a PayPal account?

Yes! You can pay with your credit card through PayPal even without a PayPal account! Simply select the PayPal payment option and when asked to log in, click the “Pay with Credit Card without PayPal” option below!

Do you accept credit cards?

Yes! We accept all Visa and MasterCard credit cards.

I’m seeing prices that’s not in my currency! How much will I be charged?

All the prices on our webpage are in US Dollars. However, you will be charged in your local currency. The price will be automatically converted for you by your bank or credit card company at current exchange rates at no additional cost for you!

You did not find the answer to your question?