Customer Support Center

If you have an annual subscription: 

We give 14 days to evaluate our program so that you can be confident in your purchase.  If you purchase the annual subscription, you can request a prorated refund within 30 days of purchase.  If you would like a more flexible commitment, please sign up for the month to month subscription.  

If you have a month to month subscription:

Once you pay for the month, you are not eligible for a refund for that month.  You can cancel your monthly subscription at any time and will not be charged any future months after cancelling.

If you use EMDRremote’s BLS lightbar and audio and choose EMDR Remote as your teletherapy video service, it is HIPAA compliant and EMDR Remote will provide you with a BAA.  To access your BAA, just sign in, then go to “options”, then click on “BAA”.

If you use EMDRremote’s BLS lightbar and audio and choose Doxy.me as your teletherapy video service, it is HIPAA compliant and Doxy.me will provide you with a BAA.

Although we have tried to make our tool as user friendly as possible, you may have questions.  You are always welcome to contact us (using the form below) and we will answer questions and walk you through the process so that you can focus on EMDR with your clients and not technology.

Although most people have fast enough internet speeds to handle video conferencing, here are some tips to make your current internet speeds more compatible with your teletherapy:

a. Make sure you have appropriate internet speeds. You can do this by googling “test internet speed” and choose one of the free websites which will tell you how fast your internet is.

b. Make sure you are as close as possible to your wifi or make sure you are plugged into your ethernet via a wire.

c. Close other browsers or open pages on your device.

d. Make sure other people at your location aren’t streaming videos or online gaming which can slow down internet speeds.

The BLS lightbar works on all devices.  The BLS audio works on PC’s, MAC’s and all android mobile devices.  BLS audio does not work on iPhones and iPads, which is a limitation of Apple’s mobile devices and not a limitation on EMDRremote.com.  Apple limits audio inputs to ONE input.  Therefore, if you are on a video call with your client, the BLS audio will stop working on apple mobile devices because the voice/calling is one input. If you are only using BLS audio and not using a video service, then the BLS audio will work because you are only using one input.   

If you want to use BLS audio with your client, please have them use a MAC computer, PC computer or any mobile device other than an apple mobile device.

If you use EMDRremote’s BLS lightbar and audio and choose EMDR Remote as your teletherapy video service, it is HIPAA compliant and EMDR Remote will provide you with a BAA. To access your BAA, all you need to do is (1) Sign in, (2) Click “optins”, and then (3) click “BAA”.

If you use EMDRremote’s BLS lightbar and audio and choose Doxy.me as your teletherapy video service, it is HIPAA compliant and Doxy.me will provide you with a BAA.

Yes, our lightbar & audio BLS toolbar works with all video services!

However, our “EMDRremote Video Service” and Doxy.me are the only video services that are able to be embedded directly inside our program.

In our Member Support Center, you can watch our “How To” video tutorial on using other video services “side by side” with EMDRremote.

Yes.

You can still go through the same process and have the client use their phone so that you can see them and they can see you. You can also turn the lightbar to be black, the same color as the background, to make it invisible. You will be able to see them and they will still be able to hear you.

We have a full list of “How To” tutorials inside the Members Support Center.

You can use our BLS tool if you believe a group EMDR session is clinically safe and appropriate for a group.

You have two options:

You can use Doxy.me and allow two people in from the waiting room to join the call. It is exactly like you join with one client, but you will see the second client in the waiting room and you can add them.

You could use our tool as a “standalone” tool and use a different video service other than Doxy.me. You basically sign in, change your settings to “external video service” and have as many clients as you want to log in as clients.

Inside the Member Support Center, you can find video tutorials of how to use our tool “side by side’ with another video service.

Our video service is HIPAA compliant because we qualify under the “conduit exception” because our video service is peer-to-peer (P2P) and is not routed through our servers. With groups, since a third person would need to enter the connection, your data would have to be routed through our servers as P2P is no longer an option. To make sure we would continue to be HIPAA compliant, there are additional steps we legally would need to take to ensure we are fully adhering to HIPAA standards which takes a lot of time. So for now, we are just offering one-to-one teletherapy.

All training and video tutorials are inside the Members Support Center. To access the Members Support Center, you must be a member and signed-in to your control panel.

Any browser should work and there are no apps to download. That was one of our main hopes was to create a tool that no one had to download.

Before EMDRremote.com got started, I had been using doxy.me to connect with clients because I didn’t want clients to have to download anything because when you download an app, then that app has your personal information. With EMDR Remote, they  just go to the website, put in their first name or appointment time (without having to give any personal information) and then we are connected.

According to doxy.me, they are PHIPA compliant.