FAQ

FAQ and support

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.

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  • Getting Started
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  • All
  • Getting Started
  • Technical Support
  • Account and Subscription
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.

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.

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

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

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

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

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.

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.

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.

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

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.

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.

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

AmblyoPlay unexpectedly crashed. Did it save my progress?

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

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.

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.

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.

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.

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.

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.

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.

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

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

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 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

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 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

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 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.

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.

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