EYES+ Live Support

Welcome to EYES+ Live Support.

This page covers installation, camera and tracking issues, EYES+ Pro accounts, subscription management, privacy controls and ways to contact us.

EYES+ Live is a screen-habit and blink-awareness Chrome extension designed to help you become more aware of your blink activity and take regular screen breaks while using your computer.

1. Getting started with EYES+ Live

After installing EYES+ Live from the Chrome Web Store:

  1. Open EYES+ Live from the Chrome toolbar.
  2. Follow the setup instructions.
  3. Allow camera access when Chrome asks for permission.
  4. Complete the tracking and blink setup.
  5. Start monitoring.

EYES+ will then estimate your blink activity while monitoring is active and can provide screen-break reminders and 20-20-20 guidance.

The EYES+ top bar appears on normal HTTP and HTTPS webpages.

It will not appear on certain protected Chrome pages such as the Chrome New Tab page, Chrome settings or other chrome:// pages.

2. Camera permission

EYES+ Live requires webcam access for blink and viewing-position monitoring.

Camera frames are processed locally on your device for the core tracking functions.

EYES+ does not intentionally upload or store your webcam video.

If your camera is not working

Check the following:

  • Make sure another application is not currently using the camera.
  • Check that camera access is enabled for Chrome in your computer's privacy settings.
  • Make sure EYES+ has permission to access the camera.
  • Close and reopen EYES+.
  • Restart Chrome if necessary.
  • If you recently reloaded or updated the Extension, refresh the webpage you are using.

If the problem continues, contact us using the details at the bottom of this page.

3. Blink tracking

EYES+ estimates blink activity using local camera-based tracking.

Blink rates displayed by EYES+ are software estimates and should not be treated as clinical measurements.

For the best tracking:

  • sit where your face is clearly visible;
  • avoid very dark lighting;
  • keep your camera reasonably close to eye level;
  • complete the initial blink setup carefully; and
  • recalibrate if your camera, glasses or usual desk position changes significantly.

Wearing glasses is supported, although reflections, lighting and some lens coatings can affect tracking quality.

4. Tracking temporarily pauses

EYES+ may temporarily pause or show reduced tracking quality if:

  • your eyes cannot be clearly detected;
  • your face moves outside the camera view;
  • lighting becomes too poor;
  • the camera becomes unavailable; or
  • the Extension is recovering from a camera interruption.

Tracking should normally resume once EYES+ can clearly see your face and eyes again.

5. Position Profiles

Position Profiles allow you to calibrate different viewing setups, for example:

  • your normal working position;
  • a more reclined position; or
  • another frequently used desk position.

Position Profiles use viewing geometry.

They are designed to match your current viewing setup to a position you previously calibrated.

They are not facial-recognition profiles and are not designed to identify who you are.

Position Profile information is stored locally on your device.

6. Multiple screens

EYES+ Live can support calibrated multi-screen setups.

If your monitors, webcam or desk layout changes substantially, you may need to recalibrate your screen setup.

For best results, complete screen calibration from the position you normally use while working.

7. 20-20-20 reminders

EYES+ can remind you to follow the 20-20-20 approach:

Every 20 minutes, look approximately 20 feet away for around 20 seconds.

Reminder settings can be adjusted within EYES+.

Chrome notifications can also be disabled if you no longer want EYES+ notification reminders.

EYES+ reminders are intended to support screen habits and wellbeing. They are not medical treatment.

8. EYES+ top bar not appearing

If EYES+ is running but the top bar is missing:

  1. Make sure you are viewing a normal website beginning with http:// or https://.
  2. Refresh the page.
  3. Check that EYES+ monitoring is running.

If the Extension was recently updated or reloaded, webpages that were already open may need to be refreshed before the new EYES+ content script appears.

The top bar cannot appear on Chrome's protected internal pages, including the Chrome New Tab page.

9. Free and Pro

EYES+ Live includes a Free version and an optional EYES+ Pro subscription.

The Free version can be used without creating an EYES+ account.

EYES+ Pro provides access to additional features and requires an EYES+ account so that the Extension can securely verify your subscription.

Current subscription options may include:

Monthly
£2.99 per month

Yearly
£24.99 per year

Current pricing and subscription options are shown before payment.

10. Signing in to EYES+ Pro

EYES+ uses passwordless email authentication.

You do not need to create a password.

To sign in:

  1. Open the EYES+ account area.
  2. Enter your email address.
  3. Request a verification code.
  4. Check your email.
  5. Enter the verification code into EYES+.

Do not share your verification code with another person.

Verification email not arriving

If you do not receive your code:

  • check that your email address was entered correctly;
  • check your spam or junk folder;
  • wait briefly before requesting another code; and
  • make sure you are checking the same email account you entered into EYES+.

Authentication emails are sent using our email-delivery provider.

If you still cannot receive a code, contact us.

11. EYES+ Pro not showing after payment

After completing your subscription, EYES+ normally refreshes your account status automatically.

If EYES+ still shows Free:

  1. Return to the EYES+ side panel.
  2. Open your account or plan area.
  3. Use Refresh access if available.
  4. Make sure you are signed in with the same email address used for your EYES+ account.

If Pro still does not activate, contact us and include the email address associated with your EYES+ account.

Do not send us your full card number, card security code, password or authentication code.

12. Managing your EYES+ Pro subscription

EYES+ Pro subscriptions are processed by Stripe.

You can access Stripe's secure subscription-management portal through EYES+ by opening your account area and selecting Manage subscription.

From the Stripe portal you may be able to:

  • view your current subscription;
  • update your payment method;
  • view billing information and invoices; and
  • cancel your subscription.

Payment-card details are handled by Stripe.

EYES+ does not receive your full card number, card security code or bank-account credentials.

13. Cancelling EYES+ Pro

You can cancel your EYES+ Pro subscription through the subscription-management portal.

Where cancellation is scheduled for the end of the current paid period, Pro access normally continues until that paid period ends.

You will not be charged for a new subscription period after a cancellation has taken effect unless you start a new subscription.

If you experience a billing or cancellation problem, contact us.

14. Payment or billing problem

For issues such as:

  • an unexpected payment;
  • difficulty accessing your subscription;
  • subscription status not updating;
  • problems opening the billing portal; or
  • another EYES+ Pro billing problem,

contact:

eyespluscare@gmail.com

Please include:

  • the email address associated with your EYES+ account;
  • a short description of the problem; and
  • the approximate date of the payment if relevant.

For your security, do not email your full payment-card number, CVV/security code, online-banking credentials, password or verification code.

15. Your EYES+ data

EYES+ is designed so that its core camera and blink processing occurs locally on your device.

The Your EYES+ Data area provides controls for locally stored information.

Depending on the features you have used, you may be able to:

  • view locally stored EYES+ information;
  • export available local information;
  • delete local history;
  • delete Position Profiles;
  • remove screen calibration;
  • reset blink calibration;
  • delete 20-20-20 history;
  • manage optional Chrome preference sync; and
  • delete local EYES+ data.

Removing local data cannot necessarily remove information that is separately required for your EYES+ Pro account or subscription.

For account-related privacy requests, contact us.

16. Privacy

EYES+ Live is designed around local processing and data minimisation.

In particular:

  • raw camera video is not intentionally uploaded or stored by EYES+;
  • blink measurements are processed locally;
  • Position Profiles are stored locally;
  • screen geometry is processed locally;
  • detailed screen-habit history remains locally stored;
  • EYES+ does not read webpage content for its blink-monitoring functions;
  • EYES+ does not intentionally create a history of websites you visit;
  • EYES+ does not use facial geometry to identify you;
  • EYES+ does not use camera or blink information for personalised advertising; and
  • Pro account and billing systems are kept separate from local camera and blink processing.

For full details, please read the EYES+ Live Privacy Policy.

17. Is EYES+ a medical device?

EYES+ Live is designed as a screen-habit and blink-awareness tool.

It is not intended to diagnose, prevent or treat an eye condition or other medical condition.

Blink-rate estimates, Screen Habit Scores and other information displayed by EYES+ should not be treated as medical measurements or diagnoses.

If you have symptoms, changes in your vision or concerns about your eyes, seek appropriate professional advice.

18. Updating EYES+ Live

Extensions installed from the Chrome Web Store are normally updated through Google Chrome.

After an Extension update, Chrome may require previously open webpages to be refreshed before all EYES+ webpage features, including the top bar, use the updated version.

19. Reporting a technical problem

If EYES+ is not behaving as expected, contact:

eyespluscare@gmail.com

Please include, where possible:

  • a description of the problem;
  • what you were doing when it happened;
  • whether you are using Windows, macOS, ChromeOS or another supported system;
  • your Chrome version;
  • your EYES+ Live version;
  • whether the problem happens every time; and
  • a screenshot if it would help explain the issue.

Please avoid including private information in screenshots.

Do not send webcam recordings unless we specifically request information that is necessary to investigate a problem.

20. Data-protection requests and complaints

For privacy enquiries, data-protection rights requests or complaints, email:

eyespluscare@gmail.com

For a complaint, please use:

Subject: Data protection complaint

We will handle data-protection complaints in accordance with our EYES+ Live Privacy Policy and applicable UK data-protection requirements.

You also have the right to raise concerns with the UK Information Commissioner's Office.

21. Contact EYES+

Burhani Optics Limited
Trading as EYES+
Company number: 11863398

128 Toller Lane
Bradford
West Yorkshire
BD9 5DR
United Kingdom

Support:
eyespluscare@gmail.com

Website:
eyespluscare.com