Question 1

Is oVRcome available worldwide?

Accepted Answer

oVRcome is available to use anywhere in the world.

For overseas deliveries, international shipping costs and timeframes will apply. Shipping cost is calculated at checkout, however it does not include duties (if applicable).

Kindly note that we are unable to provide the estimated delivery time before the shipping label is generated. For reference purposes only, delivery takes:

2-7 working days in the US
3-5 working days in NZ
2-10 working days in AU
10-21 working days anywhere else (shipped from the US)

You can also source your own headset. This is highly encouraged especially if you are based outside of the US, AU or NZ. Any Google Cardboard-style headset can be used with the app, scroll down to the bottom of this page (https://www.ovrcome.io/device-compatibility)to see compatible examples.

Question 2

Does the app work on all smartphones?

Accepted Answer

oVRcome can be downloaded from the Apple App store and Google Play store.

As a rule of thumb, if the smartphone has a gyroscope, a phone processor sufficient to run the high resolution VR videos, at least 4GB available device storage, and has not been discontinued (i.e. it is still in production), it will support VR.

We offer a lookup tool to quickly assess your phone’s compatibility: https://server.ovrcome.io/devices/search.(https://server.ovrcome.io/devices/search)

Please note that this tool only confirms whether your phone can operate VR; it does not verify whether your device can play the videos at their highest quality (3K pp). If your device lacks sufficient processing power, you may need to lower the video quality to other available options. Unfortunately, there isn’t a single metric to define the required processing power, but as a general guideline, it can be assumed that lower-tier Android devices will not handle VR at its full quality.

The device's display currently also needs to be 6.4" or less in diameter to fit into the VR headset. Bigger headsets are coming soon, but in the meantime you can also source your own.

Question 3

Does the app work with the Oculus headset (or similar)?

Accepted Answer

oVRcome does not support self-guided programs on Meta Quest or Pico headsets. Our programs are currently available only on smartphones.

While this may change in the future, there are no immediate plans to expand to other devices. Please keep this in mind when purchasing the program.

Question 4

How long does it take for the headset to arrive?

Accepted Answer

We are unable to provide the estimated delivery time before the shipping label is generated, however for reference purposes only, here are some estimates:
2-7 working days in the US
3-5 working days in NZ
2-10 working days in AU
10-21 working days anywhere else (shipped from the US)

We highly encourage all users based outside of the US, AU or NZ to source their own headset. Any Google Cardboard-style headset can be used with the app, scroll down to the bottom of this page (https://www.ovrcome.io/device-compatibility)to see compatible examples.

Question 5

When does my subscription or trial start, and is it linked to headset delivery?

Accepted Answer

Your subscription or trial begins immediately upon signing up. It is not connected to the delivery of your headset.

The headset is only required once you reach the VR module of the program. Before then, you’ll complete the psychoeducation modules—an essential first step that prepares you for VR exposure. These modules are taught through audio lessons, take about 2 hours in total, and do not require a headset. If you are completing the program under the guidance of a clinician, your clinician will provide the psychoeducation component for you.

Most people spend 3–5 days working through this knowledge component. In most domestic delivery cases (USA, NZ, AU), the headset delivery aligns well with your progress so you’re ready to begin VR exposure once the lessons are complete and the headset arrives.

If you are ordering internationally, or are concerned about possible shipping delays, you may prefer to source a headset locally before subscribing. During sign-up, you can opt out of receiving a headset from us and use your own instead.

Note: We only extend trials or adjust subscription start dates in cases of substantial and unforeseen shipping delays that fall outside the estimated delivery timeframes. By ordering a headset from us, you agree to our shipping terms and conditions.

Question 6

When signing up to oVRcome, do I get access to all programs?

Accepted Answer

The subscription gives you access to all programs. With the commitment and motivation to overcome your fear, the 6-week period has been clinically confirmed to significantly reduce phobic symptoms when VR is used consistently for 15-20 minutes a day. This will vary from one individual to another, but for best results, we recommend that users commit to one program at a time before changing. Research indicates that focusing on a single therapeutic intervention at a time enhances the efficacy of treatment. Therefore, when you subscribe to oVRcome, you will first choose a single category to get started with, and once you're in the app, you'll be able to add any other program you'd like to work on next.

Question 7

How can I cancel the subscription?

Accepted Answer

When purchasing the subscription via the oVRcome website, your monthly or annual subscription is managed by oVRcome. Termination of your subscription is made by you in the App (Settings >> My Details >> Access - View >> Cancel Plan), or by emailing support@ovrcome.io with at least 72 hour notice. All prices are in USD.

When purchasing the subscription via the app, your subscription is managed via your Apple or Google account, including termination. The cost of your subscription may be automatically converted into your local currency by Apple or Google. Please contact them directly to cancel, as we won't be able to help with that.

We also reserve the right to run website-only promotions or special offers which may not be available through other subscription channels, such as the app stores or other third-party platforms.

We do not offer refunds for the remaining portion of any month or year after termination.

Question 8

Is there a web-based version of the programs?

Accepted Answer

We only offer app-based programs at this time.

Question 9

Can I use my own headset?

Accepted Answer

If you already have a compatible headset or wish to source your own due to the cost of international shipping, you can opt-out of receiving the oVRcome branded headset by ticking the 'I prefer to use my own' box in the delivery section of the purchase page in-app. Feature coming to the website soon.

Any Google Cardboard-style headset can be used with the app. If you go for a mid-range compatible headset, there should be no compromise to quality. We just won't be able to guarantee it.

You may also choose to source your own compatible headset, if your phone's display exceeds 6.4" in diameter. Make sure that the headset you source is compatible with your phone's size. We are unable to pass on any recommendations as far as alternative headsets are concerned.

Question 10

How does a VR headset work?

Accepted Answer

The VR headset used with the oVRcome app works in conjunction with your smartphone. This is a really simple way to access virtual reality. Once you play the video in-app, you'll notice that the screen splits into two. Open the front flap of the headset, slot your phone in, and you’re ready to go! When you move your head, the device changes what you are seeing. This has the effect of immersing yourself in a simulated environment to make your brain think that you’re someplace else.

Question 11

My VR headset arrived without the QR code, what next?

Accepted Answer

If your box arrived without the QR code, there is no need to worry. Please find the QR headset on this page here: www.ovrcome.io/vr. (www.ovrcome.io/vr.)Please calibrate your device, even if you have sourced your own VR headset.

Question 12

How can I use VR Safely?

Accepted Answer

If this is your first time using VR, use your headset for short periods until you become more familiar and comfortable with the feeling of being in VR. We recommend starting with 5 minutes every other day for a week. Then building up to 10 minutes at a time. For your physical safety, make sure to use your headset away from walls and furniture. Keep a 5 foot (1.5 meter) radius around yourself, from head to toe, clear from any potential hazards.

Question 13

Will I get dizzy using the headset?

Accepted Answer

Extended use of VR can lead to virtual reality sickness which causes dizziness, disorientation, nausea, eye soreness, and trouble focusing. Please take a 10 to 15 minute break every half hour by taking off your headset and looking at objects far away to reduce eye strain, even if you don’t think you need it. If symptoms persist, do not try to “power through” the content. Stop using the headset and try again in 24 hours.

Question 14

Can I use VR headset with optical glasses?

Accepted Answer

Our VR headset can be worn by people who wear spectacles. It has focus adjustment and interpupillary distance wheels which can be adjusted for maximum visual comfort and to give you the best immersive virtual reality experience possible through a mobile VR headset.

If you are shortsighted, however, try watching VR with and without reading glasses to see what works best. Even though it may feel like you are looking at a screen two inches away from your eyes, the actual image you see in the VR headset has a focal distance of about 6.5 ft/ 2 m in most modern VR headsets.

Question 15

Who can I email for feedback or questions?

Accepted Answer

For any app-related enquiries, please email support@ovrcome.io and one of us will get in touch with you as soon as we can.

Question 16

Is the VR footage real or computer-generated?

Accepted Answer

Most of our simulations are real-life scenarios filmed with 360 camera for extra realism. We only have a few computer-generated or animated VR clips, where the content is hard to source, such as e.g. turbulences. The style of the animations is quite realistic, though.

Question 17

I have subscribed, but when I try to login, the app asks me to pay again!

Accepted Answer

Firstly, please ensure that you are logging in with the same email address that you used to subscribe.

Secondly, please make sure that you are logging in, and not creating a new account:

login screen in the app
https://static.wixstatic.com/media/842208_1833c70e80a040dfaedc820b9b1824a4~mv2.jpg

If you have followed the above steps and still can't get through, the last thing to try would be to delete and install the app again.

If all of this fails and you still can't log in, please contact us at support@ovrcome.io (support"ovrcome.io)and we will be able to troubleshoot this further.

Question 18

The VR is blurry, how can I make it sharper?

Accepted Answer

To ensure that you are viewing VR at top quality, please follow these steps:

1) When prompted in the setup phase, make sure to scan the QR code. This is a required step, as it will optimize your device to the headset. Please visit this page here for further instructions on how to do it: www.ovrcome.io/vr (www.ovrcome.io/vr)

2) The default quality of the videos is set to 1080pp, however the highest quality available is 3k pp - you can manually change it in the app settings (upper right-hand side from the home screen) and select App Settings to view if there is any room to increase the quality of your VR. Note that some lower-end Android devices may not support playing footage at the highest quality due to insufficient processing power.

https://static.wixstatic.com/media/842208_7c4cf388b93841fd87541b186689fbf8~mv2.jpg

3) Play around with the headset dials to set focus and interpapillary distance to suit your individual needs:

https://youtu.be/sPsPPBASoSU

4) Experiment with the in-app download settings to see if the quality improves when switching between streamed and downloaded footage.

While smartphone VR will never be crystal clear, when setup correctly, the quality of our simulations is sufficient for the purpose of successful exposure. Need more help? Please contact us at support@ovrcome.io and we may be able to help further.

Question 19

I have issues with streaming, the videos keep on buffering

Accepted Answer

The most common reason videos buffer is that the internet connection isn’t strong enough to stream them smoothly at the selected quality. Downloading the videos can help, but it’s important to note that a good internet connection is still required to open the app, even for previously downloaded videos. The app does not work offline.

1) Streaming by Default: All videos are set to 'Stream Always' by default but you can change it by going to Settings >> App Settings >> Playback Preference in the app. Here, you can change the setting to require videos to be downloaded first. 
https://static.wixstatic.com/media/842208_09ccfd0df04e4ce4939f7120f9a5e27e~mv2.jpg

https://static.wixstatic.com/media/842208_2b86c1610d184a158121e3610f302c2d~mv2.jpg

2) Downloading Videos: To download videos, navigate to the hierarchy you want to download. You can either download videos individually or download the entire hierarchy at once using the 'Download All' option.

https://static.wixstatic.com/media/842208_c0bd6db889774adf802f81a4615ec4c6~mv2.jpg
3) Downloaded Videos: Once a video has been downloaded, it will remain in its original location within the hierarchy. Videos do not change their location once they are downloaded. The only difference is that you will now see an indication that it has been downloaded when you access the video.

https://static.wixstatic.com/media/842208_bbe251a1105e4392bce51c185379b8a4~mv2.jpg

4) Undownloaded Videos: If a video has not been previously downloaded, the screen will prompt you to download it.
https://static.wixstatic.com/media/842208_309625e349c54902801d450a6eb2ece4~mv2.jpg

Additionally, if you have set the playback preference to only play downloaded videos, attempting to watch a video that has not been downloaded will result in an error message. To watch an undownloaded video, you will need to change the Playback settings back to Streaming (Always, or only when on Wifi).
https://static.wixstatic.com/media/842208_8a09c755fe744c4a847fc08fa22a52b4~mv2.jpg

Question 20

When I open a VR environment, all I see is a black screen!

Accepted Answer

Our VR environments are set to 1080pp quality as default. However, some devices (mostly lower/ mid shelf Android phones) may not be able to handle it and you will need to lower the quality to 720pp. You can manually change the video quality in the app settings (upper right-hand side from the home screen):

https://static.wixstatic.com/media/842208_7c4cf388b93841fd87541b186689fbf8~mv2.jpg

Occasionally, when the app is glitching and things are not working as they should, it may be helpful to reinstall the app (to clear any cache) and log in again.

Question 21

The VR is not displaying correctly, I need to close one eye to see a single image!

Accepted Answer

This may suggest two things:

1) That the device has not been calibrated correctly. Please scan the QR code again. This is a required step, as it will optimize your device to the headset. Please visit this page here for further instructions on how to do it: www.ovrcome.io/vr(http://www.ovrcome.io/vr)

2) That you need to readjust the VR headset controllers a bit more. Make sure you to set focus and interpapillary distance to suit your needs:

https://youtu.be/sPsPPBASoSU

Question 22

My VR headset is fogging up during exposure, what to do?

Accepted Answer

The major cause of fogging is the temperature difference between the lenses and your body. Here are a few tips to help prevent your VR headset from fogging up:
 • Before you start watching the videos, try wearing the headset on your forehead for a few minutes. This will help warm up the lenses to a temperature closer to your body temperature, reducing the likelihood of fogging.

• Avoid using the headset after exercise (or housework!) when your face might be hot or sweaty.

• Ensure that the headset fits snugly but comfortably on your face. A good fit can help minimize the amount of warm air that gets trapped inside the headset.
 • You can use anti-fog sprays or wipes on the lenses. These are specially formulated to prevent fogging and can be found in stores that sell eyewear or sports equipment. Some dishwashing liquid could be used, too!
 • Regularly clean the lenses with a microfiber cloth to remove any dirt or moisture that might contribute to fogging.

• Avoid wearing scarfs or turtlenecks - anything that can direct the breath uprwads can further contribute to fogging.

By following these tips, you should be able to enjoy a clearer and more realistic VR experience. If you continue to have issues, feel free to reach out for further assistance at support@ovrcome.io.

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