How do I contact EMOTIV?

Email us or chat with our live chat agents. Both can be accessed at the lower right corner of your browser window. Make sure to include your phone number and time zone if you would like to request a phone call.

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

Orders are processed for shipping within 48 hours of payment receipt. Domestic orders ship 1-3 business days after processing and international orders ship 7-10 business days after processing. Receipt of your order can take 1-3 weeks after your order is placed. View the Shipping Policy for additional details.

What is the refund policy?

EMOTIV  does not permit the return of or offer refunds for Software Licenses or Apps, which are sold as an electronic download.

The EPOC+ and Insight headsets may be returned for a refund or exchange, within 60 days from date of shipping, 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.

EMOTIV must be contacted prior to shipping of returned headset via email, to obtain a Return Material Authorization (RMA) number, shipping address and instructions from EMOTIV.

The EPOC+ and Insight headsets may be returned for an exchange, within 30 days from date of shipping, 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.

Learn more about the Refund Policy here.

How do I generate a Quote or Invoice?

To generate a quote, please place your order through our store.  After you have selected your items, view your cart. At the bottom of the cart on the right side, click the button that says “Get A Quote” and your quote will download as a PDF file.

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”). You can request a warranty replacement or a request for refund from your account next to the order number.
Learn more about the warranty and refund policies here.

How do I become an approved EMOTIV Affiliate or Reseller?

Thank you for your interest in becoming an EMOTIV affiliate/reseller. Please contact our support team and provide as much information about your business as possible. We will respond shortly with additional information.

Where can I find published papers on EMOTIV's technology?

You can read published papers on our Published Papers page.

Where do you ship to?

EMOTIV ships globally. We can not deliver to PO Boxes nor APO addresses within the USA.

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 type of battery is used in the EMOTIV neuroheadset?

Emotiv EPOC+ use a lithium battery that when fully charged provides up to 12 hours of continuous use.

Emotiv Insight user a Li-poly battery that when fully charged provides up to 4 hours of continuous use.

Where do I download software?

Legacy Users (Pre May 5, 2016): All software is directly downloaded from your user account.

1. Sign into your account with EMOTIV.

2. Click on the My EMOTIV tab (upper right corner on the home page) and go to My Downloads. You should see the software your have purchased.

3. Next to the SDK software that you purchased, you will see a “Serial” key (to the right). Please click on it to view your license KeyOrder and Serial numbers required during installation of the SDK software.

EMOTIV Insight does not come with offline software to download.

Current Users (Post May 5, 2016): All software is directly downloaded from your user account.

You can view this information in “My Account” and the download link will be next to the order.

How do I set up the headset?
Help! I can’t get signal quality to green.

Please follow these steps for EPOC+:

1. Please ensure that you have allowed the headset to completely charge overnight.

2. Saturate the sensors with saline. This means thoroughly saturating the felts. The felts require moderate to heavy saturation with saline solution. Please be sure not to let excess saline run along the arms and get to the electronics.

3. Please make sure that the sensors are fitted properly.

4. You’ll need to ensure that the sensors are in contact with the head. Try to re-seat the headset to make sure the spots hit 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 oxidation (green residue) 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 this link to ensure proper installation.

Please follow these steps for Insight:

The Thumb-Bridge Troubleshooting Test is a procedure used to check the functionality of the Insight headset independent of head shape or fit.

1. Make sure the Insight headset is fully charged.

    • Do this by plugging the Insight charging cable into the headset, and then connecting the cable into a functional USB port on a computer or use a USB adapter to plug into an electrical wall outlet. (Note: If you use a computer make sure it does not go to sleep – the headset will not charge if the computer goes to sleep or is turned off.)
    • Let the Insight charge for a full 24 hours. Then move to the next step.

2. Connect the Insight via USB dongle or Bluetooth to a computer or mobile device running an Emotiv application.

    • Within the given application the Contact Quality map will display the contact quality of each channel corresponding to the Insight’s sensors.

3. Place the thumb of one of your hands over BOTH of the sensors on the Reference Arm. The Reference Arm is the black, flexible extension coming from the bottom, left side of the Insight. Make sure the thumb makes strong contact with both of the sensors, otherwise the test will not work.

4. While holding both of the reference sensors, start to gently squeeze. Now, using the other hand gently squeeze one of the other sensors so that your thumb makes strong contact with the sensor pad.

5. Allow for the headset to adjust and start capturing signal by waiting for 5 to 10 seconds.

6. On the Contact Quality Map the corresponding channel of the sensor that is being squeezed should change from black to red or yellow, then green. The channel should stabilize and stay green as long you continue to squeeze that sensor.

7. If needed, repeat this Steps 3 through 6 for each sensor to test for full functionality of all the channels.

* The Thumb-Bridge Test may be used for the T7 sensor/channel (the one touching the left temple). This sensor can’t really be squeezed, so instead simply place your thumb on the sensor while applying gentle pressure. The corresponding channel should change to green as described above.
** If a certain channel/sensor is problematic and the Thumb-Bridge Test does not get it to turn green then remove the problematic sensor tip and replace it with another one that is functional. Proceed to run the test as described above. If the channel works after the sensor tip is swapped, then the problem is not in the headset itself but with that sensor tip in particular. Conversely, if the after replacing the sensor and the channel remains black on the Contact Quality Map then the problem is within the headset itself and not with the sensor(s).

Special Circumstances & Usage

Is the headset small enough for children to wear?

Researchers have used the headset successfully down to a 50cm circumference.

Can the headset be used with disabled individuals?

We repeatedly receive inquiries about use of the EPOC+ by people with varying degrees of paralysis and many different conditions such as ALS, cerebral palsy, stroke, muscular dystrophy, spinal injury and so on. This forum stream is intended to provide some initial answers – please feel free to ask more but hopefully we can cover your initial questions here.

The EPOC+ detections are divided into categories – Mental Commands, Performance Metrics & Emotional States and Facial Expressions.

Facial Expressions are basically 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. 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. I can’t say whether this will help any particular individual – it depends on whether they retain much residual movement. Facial Expressions also detects blinks, winks and horizontal eye movements, which most people retain to an extent.

Performance Metrics & Emotional States tracks the user’s emotional state, in terms of Excitement, Frustration, Engagement/Boredom and Meditation. This can be used to set ambient music type and volume, lighting intensity or as a panic switch. 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.

Mental Commands 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. The system can also work from included muscle signal although we recommend users try to avoid this for greater accuracy and control. Mental Commands 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, for example, if the user has sufficient control of their head and neck movements.

So in short, 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. Mental Commands continues to work in this orientation, some Facial Expression detections are retained, others can be retrained and some are lost with the headset reversed. Excitement continues to work but the other Performance Metrics and Emotional State detections are less likely to work properly with a reversed headset, although they are not totally lost.

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. Mental Commands continue to work in this orientation, while some Facial Expression detections are retained, others can be retrained and some are lost with the headset reversed. Excitement continues to work but the other performance and emotional state 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.

Can I type using the Neuroheadset?

Mental typing is definitely achievable, and there are several approaches to communications using the EPOC+. The EmoKey application and several others like it allow the user to select letters or options using Mental Commands, Facial Expressions and gyro controls, and most of these packages allow control options to be restricted all the way back to Mental Commands-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 by thinking individual letters, using the P300 typing system can be realized with raw EEG data in real time. 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 Mental Commands to select items from a large panel of objects, and the implementation uses a keyboard layout with individual letters to be selected.  With this approach, you are presented with a grid of letters where rows or columns are randomly flashed, and the letter you want is detected from lightly different responses when your desired letter is flashed. The process is not quick, but it can be remarkably accurate. It takes up to 25 seconds 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+.