FAQs

  • General

    • How do I contact Emotiv?

      Web live chat support hours are 7 AM- 7 PM EST Monday-Friday. 

      To submit a support ticket, please follow the link here:  http://emotiv.com/myemotiv/account/helpdesk/index.php?show_wizard=Y

    • How long will it take for me to receive my order?

      It can take up to two weeks for us to process your order for the headset. This is three weeks from the time the order is paid. Shipping generally takes an additional 3-5 business days. When the headset is packaged and shipped, you will receive a notification containing the tracking information via the email address that you used when you made your purchase. All headsets are shipped from our facility in the Philippines via UPS. Please note that the sender on the package will be Dae Kyung Philippines Co. Estimated shipping time is the same regardless of destination.
    • How do I generate a Quote or Invoice?

      Quotations and invoices are automatically generated by our system. 

      To generate a quotation, please place your order through our webstore.  Follow the prompts to enter delivery address to estimate shipping and handling costs.  

      You will not need to process payment until you are ready to purchase.  

      Once you have generated an Order Number, please log into "My Orders" (tab is under My Emotiv in the drop down menu screen), and click on "Order Details" (there is a little magnifying glass). Click on Quotation and Invoice  (located under Payment Method). 


    • Do you have a refund policy?

      Please note that Emotiv  does not permit the return of or offer refunds for the Emotiv SDK or Apps, which is sold as an electronic download. 

      The EPOC and SDK headset may be returned for a refund or exchange, within 30 days from date of purchase, less restocking fees of 25%. 

      Shipping and Handling fees of the headset is at the expense and responsibility of the purchaser and will not be refunded. 

      Prior to returning a headset, Emotiv must be contacted via support ticket, http://www.emotiv.com/support/?show_wizard=Y, to obtain a RMA (Return Material Authorization Number).

      The EPOC and SDK headset may be returned for a full refund or exchange, within 30 days from date of purchase, if the product is received Dead on Arrival. An Emotiv product is considered DOA if it shows symptoms of a hardware failure, preventing basic operability, when you first use it after opening the box. If you believe that your product is DOA, please submit a support ticket with the support ticket link is as follows: (http://www.emotiv.com/support/?show_wizard=Y) within 30 calendar days of the invoice date. 

      Emotiv Technical Support will determine whether the product is DOA and offer you the following options: 

      Replacement: Emotiv, at its expense, will ship another of the same product. Emotiv will arrange for replacement and the DOA product's return. 

      Service: You may have the product repaired. However, once you choose that option, you may not request replacement of the product. 

      If Emotiv determines that you have misrepresented a returned product's condition and that the product is not DOA, Emotiv may, at its sole discretion, impose a US$300 handling fee. 

      Learn more about the Refund Policy here: http://emotiv.com/store/refund.php
    • What is the Warranty for Emotiv?

      Emotiv warrants that the Product shall be free from defects in material or workmanship under normal use for one hundred eighty (180) calendar days beginning from the date of shipping of your original purchase (“Limited Warranty”).

      Learn more about the warranty and refund policies here: http://emotiv.com/store/refund.php
    • How do I become an approved Emotiv Affiliate or Reseller?

      To apply to be an approved Reseller or Affiliate of Emotiv, please complete the application form and then read and accept the Sales Representative Agreement. Your application form is subject to acceptance by Emotiv and you will not become an approved reseller or affiliate of Emotiv until your application form is accepted by Emotiv.

      As an Approved Reseller or Affiliate, you will be required to use your best efforts to successfully promote, solicit orders for and procure orders for the Products within the Territory on a continuing basis, shall comply with good business practices and all applicable laws and regulations and shall diligently perform all other duties as mutually agreed upon in writing. In its efforts, Representatives will use Emotiv's then-current names for the Products (but will not represent or imply that Representative is Emotiv or is a part of Emotiv and will obtain Emotiv's prior approval of any such use) and will not add to, delete from or modify any sales or marketing Documentation or forms provided by Emotiv except with the prior written consent of Emotiv.

      Representatives shall use commercially reasonable efforts to meet the Sales Target set forth in the Form. 

      Learn more about the Emotiv Reseller and Affiliate programs and apply today!

      Reseller Application- http://emotiv.com/store/reseller.php

      Affiliate Application-http://emotiv.com/store/affiliate.php


  • Headset & Software

    • What is EEG?

      Electroencephalography (EEG) is the recording of electrical activity along the scalp. EEG measures voltage fluctuations resulting from ionic current flows within the neurons of the brain.
    • What is the difference between the EPOC neuroheadset and the EEG neuroheadset?

      The EEG neuroheadset gives users access to raw EEG data. Users will not be able to see EEG data unless they have purchased an EEG neuroheadset and the appropriate SDK license. TestBench is Emotiv’s exclusive software that shows EEG data and is included in the premium SDK line. 

      In comparison, the EPOC neuroheadset does not give users access to raw EEG data. The EPOC neuroheadset is a brain computer interface device that interfaces with applications available at our webstore: http://emotiv.com/store/apps/applications/117/
    • What is the main difference between the Research Edition SDK and the Developer Edition SDK?

      The Developer Edition SDK includes an EPOC headset and is for users who are creating free and/or commercial applications for the Emotiv EPOC that will be distributed exclusively through our online application store. The license is registered to the individual and is not transferable. The Developer Edition SDK does not give access to raw EEG.

      The Research Edition SDK includes an EEG headset and gives users access to raw EEG data.  The Research Edition SDK provides full access to everything available in the Developer Edition SDK, I.e., the development platform, APIs and detection libraries, plus Test Bench and is fully compatible with applications developed for the EPOC and EEG neuroheadset.

    • How do I set up the headset?

      Follow the link to the Quick Set Up Guides for EPOC and EEG 

      EPOC: http://emotiv.com/epoc/setup.php 

      EEG: http://emotiv.com/eeg/setup.php 


    • Where do I download software?

      All software is directly downloaded from your user account. 
      1. Sign into your account with Emotiv. 
      2. Click on the My Emotiv tab (on the home page). 
      3. Towards the middle of the next page, you will see a tab that says My Purchases, please click here. This will show you all of your purchases. By the SDK software that you purchased you will see an orange key (to the right). Please double click on the orange key. 4). After doing so, you will see the Order No. (a shorter set of numbers and letters) as well as the Serial Key (longer set of numbers and letters).
    • Help! The gold backing of my sensor is detached.

      Please follow these steps:

      1. Please ensure that you have allowed the headset to completely charge overnight.
      2. Saturate the sensor with saline. This means thoroughly saturating the felt. The felts require moderate to heavy saturation with saline solution. Again, please be sure that you are properly moistening the sensors. 
      3. Please make sure that the sensor is fitted.
      4. You'll need to ensure that the sensor is in contact with the head. Try to re-seat the headset to make sure the spot hits the head with some tension - this works for all sensors. If you are still experiencing problems, please go to Step 5.
      5. Inspect the sensor. Make sure the gold plate is there and the middle of the sensor dome is clean. Check that the socket is also clean, especially across the front of the gold fingers. Make sure the green stuff has not built up so the sensor does not clip in properly.
      6. Try to press the felt pad firmly into the sensor while it's connected to the headset (support the back of the sensor to make sure the headset doesn't get damaged).
      7. Alternatively you can get the sensor out in your hand, put your thumb against the back of the gold dome and squeeze the felt pad in with your forefinger. It should protrude by no more than 3mm. Re-saturate and try again. If you are still experiencing problems, please go to Step 6.
      8. Swap the sensor with a working one. If the problem moves, it's the sensor rather than the socket.
      9. Please view the following link to ensure proper installation-  http://emotiv.com/eeg/setup.php or http://emotiv.com/epoc/setup.php 

    • What type of battery is used in the Emotiv neuroheadset?

      Emotiv uses a lithium battery that when fully charged provides up to 12 hours of continuous use.
  • Special Circumstances & Usage

    • Can the headset be used with disabled individuals?

      We must provide a warning that the EPOC is not designed as a medical device. It is designed for use by consumers in games, interactions with PCs and some interesting control applications. The technology is capable of being used in a support setting but the onus and risk lie with the application developer and the end user, who must convince themselves that the device and the safeguards built into their equipment/software fully take into account the characteristics of the EPOC. In particular, the EPOC must not be used for critical care or critical control functions such as mental control of a wheelchair, unless there are serious safeguards and fail-safe shutdown systems which can over-ride the EPOC commands. All mental detection systems suffer from a finite rate of false positive and false negative detections. In other words, sometimes detection can occur without the user's deliberate intention, and sometimes a deliberate attempt to make an action occur may fail or select a different output. This is as much to do with the user's level of training and state of mind as it is to do with the detection systems - it is unavoidable in any BCI system.

      The Expressiv, Affectiv and Cognitiv Suites may have usability benefits for disabled individuals.  

      Expressiv is derived from facial muscle activations. As delivered, the software has a "universal" model of facial detections with adjustable sensitivity for each one. Some people with disabilities are able to work these, others not. The SDK model actually provides some extra facilities in this area, so we recommend at least the Developer Edition for these users. In the SDK model, we provide an option to retrain the underlying detections, which can actually recover "intended" expressions for many users with partial paralysis - so they can try to smile, and their characteristic facial response is detected if they repeat the movement. We can't say whether this will help any particular individual - it depends on whether they retain much residual movement. Expressiv also detects blinks, winks and horizontal eye movements.

      Affectiv tracks the user's emotional state, in terms of Excitement, Frustration, Engagement/Boredom and Meditation. These detections were designed mostly for gameplay and are not medical grade detections, so there will be times when they drift away from the user's state of mind, but much of the time they work quite well, especially under gaming conditions.

      Cognitiv is intended to work from brain signals alone, and we have some locked-in and partially paralyzed users who can still operate the detections with mental signals as their only possible output. Cognitiv allows the user to train up to 13 specific named actions (plus NEUTRAL) however only four can be active at one time. This means that you can specify up to four of the available actions to be activated, and when the user repeats one of these mental patterns that action is detected (in other words, the system picks out one action of the available four, or the neutral state if no trained actions are detected).

      We also provide a 2-axis gyro which can be used as a pointing device or yes/no detection, if the user has sufficient control of their head and neck movement.

    • Can I type using the Neuroheadset?

      Mental typing is definitely achievable, and there are several approaches to communications using the EPOC. The NeuroKey application and several others like it allow the user to select letters or options using Cognitiv, Expressiv and gyro controls, and most of these packages allow control options to be restricted all the way back to Cognitiv-only for those with the least capabilities. This is an important area and there are new applications in development and popping out of the woodwork all the time.

      Another approach to mental typing (and other control systems) can be realized with the Research Edition (or Education or Enterprise Plus Edition SDK). These licenses provide access to raw EEG data in real time, and two major real-time BCI research software packages now support the EPOC - these are OpenViBE (from India in France) and BCI2000 (from Wadsworth Center in USA). Both packages include a built-in P300 spelling system - this is a different method than Cognitiv to select items from a large panel of objects, and the implementation uses a keyboard layout with individual letters to be selected. The process is not quick, but it can be remarkably accurate. It takes up to 25 sec to select a letter but this definitely works even for locked-in users. We are only just beginning to explore the potential applications of the vast array of BCI research which has been conducted already. It is fantastic that these packages support the EPOC and this will allow a much greater number of users to access this amazing research using an inexpensive and convenient system such as the EPOC.
    • Can I wear the headset lying down?

      Most  people with varying degrees of paralysis can certainly operate the EPOC in some way. There may be an issue with the headband at the rear if the user requires a head support, however the headset can usually be placed to avoid the support or even placed on backwards if necessary. Cognitiv continues to work in this orientation, some Expressiv detections are retained, others can be retrained and some are lost with the headset reversed. Excitement continues to work but the other Affectiv detections are less likely to work properly with a reversed headset, although they are not totally lost.
    • Is the Emotiv EPOC able to be used as a full support device, for wheelchair control, home automation or mental typing?

      There  are many people developing support systems, wheelchair and robotic controllers, home automation systems and so on and there is no reason that paralyzed users should not be able to take advantage of these systems - but make sure they are safe!! The level of control is more than adequate for successful use in a lot of settings, but please be careful.  Any critical function controlled by the Neuroheadset must have an independent kill operation which the user can reliably invoke to put the system in a safe state.
    • Is the headset small enough for children to wear?

      Researchers have used the headset successfully down to a 50cm circumference. Here is a video of a 4 1/2 year old using the EPOC: http://www.youtube.com/watch?v=T4LtI9Ti5dk