{"id":2675,"date":"2020-05-20T11:40:52","date_gmt":"2020-05-20T11:40:52","guid":{"rendered":"http:\/\/www.brightlamp.smaacdigital.net\/?page_id=2675"},"modified":"2023-12-08T16:56:25","modified_gmt":"2023-12-08T16:56:25","slug":"faq","status":"publish","type":"page","link":"https:\/\/reflexapp.io\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: #ffffff;background-position: center center;background-repeat: no-repeat;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start\" style=\"max-width:95.68%;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div style=\"text-align:center;\"><style type=\"text\/css\">.fusion-button.button-1 .fusion-button-text, .fusion-button.button-1 i {color:#ffff00;}.fusion-button.button-1 .fusion-button-icon-divider{border-color:#ffff00;}.fusion-button.button-1:hover .fusion-button-text, .fusion-button.button-1:hover i,.fusion-button.button-1:focus .fusion-button-text, .fusion-button.button-1:focus i,.fusion-button.button-1:active .fusion-button-text, .fusion-button.button-1:active{color:#0c0c0c;}.fusion-button.button-1:hover .fusion-button-icon-divider, .fusion-button.button-1:hover .fusion-button-icon-divider, .fusion-button.button-1:active .fusion-button-icon-divider{border-color:#0c0c0c;}.fusion-button.button-1:hover, .fusion-button.button-1:focus, .fusion-button.button-1:active{border-color:#cec700;}.fusion-button.button-1 {border-color:#ffff00;border-radius:0px;}.fusion-button.button-1{background: #000000;}.fusion-button.button-1:hover,.button-1:focus,.fusion-button.button-1:active{background: rgba(255,255,0,0.51);}<\/style><a class=\"fusion-button button-flat fusion-button-default-size button-custom button-1 fusion-button-default-span fusion-button-default-type\" target=\"_self\" href=\"https:\/\/reflex-help-content.s3.amazonaws.com\/Reflex+FAQs+11152023.pdf\" style=\"margin-bottom:25px;\"><span class=\"fusion-button-text\">Reflex FAQs Document<\/span><\/a><\/div><style type=\"text\/css\">#accordion-2675-1 .fusion-panel:hover, #accordion-2675-1 .fusion-panel.hover{ background-color: #f9f9f9 } #accordion-2675-1 .fusion-panel { border-color:#cccccc; border-width:1px; background-color:#ffffff; }.fusion-accordian  #accordion-2675-1 .panel-title a .fa-fusion-box{ color: #ffffff;}.fusion-accordian  #accordion-2675-1 .panel-title a .fa-fusion-box:before{ font-size: 13px; width: 13px;}.fusion-accordian  #accordion-2675-1 .fa-fusion-box { background-color: #333333;border-color: #333333;}.fusion-accordian  #accordion-2675-1 .panel-title a:hover, #accordion-2675-1 .fusion-toggle-boxed-mode:hover .panel-title a { color: #607d8b;}.fusion-accordian  #accordion-2675-1 .panel-title .active .fa-fusion-box,.fusion-accordian  #accordion-2675-1 .panel-title a:hover .fa-fusion-box { background-color: #607d8b!important;border-color: #607d8b!important;}<\/style><div class=\"accordian fusion-accordian\"><div class=\"panel-group\" id=\"accordion-2675-1\"><div class=\"fusion-panel panel-default fusion-toggle-no-divider fusion-toggle-boxed-mode\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"c59b50244631c50db\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-2675-1\" data-target=\"#c59b50244631c50db\" href=\"#c59b50244631c50db\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Will I be automatically charged after my 14-day free trial?<\/span><\/a><\/h4><\/div><div id=\"c59b50244631c50db\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>No, you will not be charged. The 14-day free trial is a non-commitment trial period for you to use the platform freely. You will only be charged if you specifically subscribe to our monthly or yearly service. You can verify your subscription through the billing page on our online\u00a0<a href=\"https:\/\/web-portal.reflexapp.io\/account\/settings?tab=2\">Reflex Portal<\/a>. Additionally, you may subscribe here as well if you your free trial has expired.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default fusion-toggle-no-divider fusion-toggle-boxed-mode\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"e4ad0b4c5d14a5ec3\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-2675-1\" data-target=\"#e4ad0b4c5d14a5ec3\" href=\"#e4ad0b4c5d14a5ec3\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">I cancelled my subscription but why can I still use Reflex?<\/span><\/a><\/h4><\/div><div id=\"e4ad0b4c5d14a5ec3\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>Cancellation is for the next billing period. You are free to use Reflex in its entirety until the end of the current billing period.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default fusion-toggle-no-divider fusion-toggle-boxed-mode\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"e3e754186a3613ce0\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-2675-1\" data-target=\"#e3e754186a3613ce0\" href=\"#e3e754186a3613ce0\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Can I change my payment information?<\/span><\/a><\/h4><\/div><div id=\"e3e754186a3613ce0\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>Yes, you can change everything relating to your subscription\u00a0<a href=\"https:\/\/web-portal.reflexapp.io\/account\/settings?tab=2\">here<\/a>.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default fusion-toggle-no-divider fusion-toggle-boxed-mode\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"7a81350d3c7e61f8b\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-2675-1\" data-target=\"#7a81350d3c7e61f8b\" href=\"#7a81350d3c7e61f8b\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Is Reflex a medical device and approved by the FDA?<\/span><\/a><\/h4><\/div><div id=\"7a81350d3c7e61f8b\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The Reflex Product Suite is a registered Class I 510(k) Exempt medical device as laid out in 21 CFR 886.1700 by the FDA.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default fusion-toggle-no-divider fusion-toggle-boxed-mode\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"4dc31491b5dbd2a5d\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-2675-1\" data-target=\"#4dc31491b5dbd2a5d\" href=\"#4dc31491b5dbd2a5d\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Why doesn\u2019t Reflex work on my iPhone 7 or under?<\/span><\/a><\/h4><\/div><div id=\"4dc31491b5dbd2a5d\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The computational sophistication of Reflex makes it to where we cannot guarantee that it will record tests correctly on the iPhone 7 or below. Because of this, we restrict the devices to iPhone 8 and up.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default fusion-toggle-no-divider fusion-toggle-boxed-mode\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"fba53c2691fdf59af\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-2675-1\" data-target=\"#fba53c2691fdf59af\" href=\"#fba53c2691fdf59af\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Why does the Pupillary Light Reflex chart look incorrect?<\/span><\/a><\/h4><\/div><div id=\"fba53c2691fdf59af\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>There are many reasons that could result in a \u2018failed test\u2019. As we improve our technology we will be integrating new methods for failure mode catching and correction. The most common result is due to too much movement from the device. Try retesting with your arms anchored to a stable object. Additional problems include poor lighting conditions and the person looking away. If the problem persists then please contact us so we can help.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default fusion-toggle-no-divider fusion-toggle-boxed-mode\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"f8fd1bb8b34b87061\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-2675-1\" data-target=\"#f8fd1bb8b34b87061\" href=\"#f8fd1bb8b34b87061\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Why is Reflex giving me an error for the processed video?<\/span><\/a><\/h4><\/div><div id=\"f8fd1bb8b34b87061\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>There are a few reasons that this could occur. 1) You are too far away from the individual for our system to reliably find the iris for processing or 2) The test conditions that are being run are causing Reflex to not process enough frames to make the data useful. We check every video for quality of measurement to ensure the best data is being delivered.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default fusion-toggle-no-divider fusion-toggle-boxed-mode\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"43a2808309b25eece\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-2675-1\" data-target=\"#43a2808309b25eece\" href=\"#43a2808309b25eece\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">What happens if the test subject blinks?<\/span><\/a><\/h4><\/div><div id=\"43a2808309b25eece\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>Typically this does not present a large issue to the test. You will likely see a small rise in pupil diameter due to the quick blocking of incoming light to the pupil. The resulting curve should be okay depending on the duration the eye is closed. To be certain, you can retest the same eye without the subject blinking.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default fusion-toggle-no-divider fusion-toggle-boxed-mode\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"b0ff3e6ac2357ab02\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-2675-1\" data-target=\"#b0ff3e6ac2357ab02\" href=\"#b0ff3e6ac2357ab02\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Why is there a barcode scanner in Reflex?<\/span><\/a><\/h4><\/div><div id=\"b0ff3e6ac2357ab02\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>Many medical record systems use barcode technology to rapidly identify the individual it is corresponding to. We integrated this feature to make inputing the subjects medical record number (MRN) or identification number as easy as possible. If you are unsure that the barcode contains correct identifying information then please use the manual identification number entry field.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default fusion-toggle-no-divider fusion-toggle-boxed-mode\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"3bb19bd7106c0f248\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-2675-1\" data-target=\"#3bb19bd7106c0f248\" href=\"#3bb19bd7106c0f248\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Why am I unable to see or access the Reflex Web Portal?<\/span><\/a><\/h4><\/div><div id=\"3bb19bd7106c0f248\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>Try using Chrome to see if this fixes the issue. We\u2019ve had feedback from some customers that other browsers are having trouble accessing our web portal service. 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