Customer Support Center

Pre-Sale Questions

Do you offer group rates?

We do offer group rates for groups of 10 users or more.  Please use the contact form below and inquire for more information.

What is your refund policy?

If you have an annual subscription: 

We give 14 days to evaluate our program so that you can be confident in your purchase.  If you purchase the annual subscription, you can request a prorated refund within 30 days of purchase.  If you would like a more flexible commitment, please sign up for the month to month subscription.  

If you have a month to month subscription:

Once you pay for the month, you are not eligible for a refund for that month.  You can cancel your monthly subscription at any time and will not be charged any future months after cancelling.

Is EMDR Remote HIPAA compliant?

If you use EMDRremote’s BLS lightbar and audio and choose Doxy.me as your teletherapy video service, it is HIPAA compliant and Doxy.me will provide you with a BAA.

If you use EMDRremote’s BLS lightbar and audio and choose EMDRremote’s Video Service as your teletherapy video service, it is HIPAA compliant in that it meets the “conduit exception”.

HIPAA Compliance – What HHS.gov requires and how EMDRremote.com complies:

According to HHS.gov (re: HIPAA):

To improve the efficiency and effectiveness of the health care system, the Health Insurance Portability and Accountability Act of 1996 (HIPAA), Public Law 104-191, included Administrative Simplification provisions that required HHS to adopt national standards for electronic health care transactions and code sets, unique health identifiers, and security.

At the same time, Congress recognized that advances in electronic technology could erode the privacy of health information. Consequently, Congress incorporated HIPAA provisions that mandated the adoption of Federal privacy protections for individually identifiable health information.

According to the HHS.gov (re: conduit exception):

The conduit exception is limited to transmission-only services for PHI (whether in electronic or paper form), including any temporary storage of PHI incident to such transmission. Any access to PHI by a conduit is only transient in nature.

According to the HHS.gov (re: BAA not needed when teletherapy meets conduit exception): 

A conduit transports information but does not access it other than on a random or infrequent basis as necessary for the performance of the transportation service or as required by law. Since no disclosure is intended by the covered entity, and the probability of exposure of any particular protected health information to a conduit is very small, a conduit is not a business associate of the covered entity.

In terms of teletherapy, the solution and security architecture must comply with the certain standards, implementation specifications and requirements with respect to electronic PHI of a covered entity. The general requirements of HIPAA Security Standards state that covered entities must:

1. Ensure the confidentiality, integrity, and availability of all electronic PHI the covered entity creates, receives, maintains, or transmits.

2. Protect against any reasonably anticipated threats or hazards to the security or integrity of such information.

3. Protect against any reasonably anticipated uses or disclosures of such information that are not permitted or required under the privacy regulations.

4. Ensure compliance by its workforce.

How EMDRremote.com Enables HIPAA Compliance

In the course of providing services to our users (therapists and clients included), EMDRremote.com does not access PHI. Rather, for purposes of compliance with HIPAA, EMDRremote models its compliance under the “conduit exception” which applies to entities that transmit PHI but do not have access to the transmitted information. To fall within this exception, EMDRremote applies mandatory conference settings, which nearly eliminates a customer’s ability to transmit PHI to EMDRremote.

We do not have access to identifiable PHI and we protect and encrypt all audio, video, and screen sharing data.

The following list demonstrates how EMDRremote supports HIPAA compliance based on the HIPAA Security Rule published in the Federal Register on February 20, 2003 (45 CFR Parts 160, 162, and 164 Health Insurance Reform: Security Standards; Final Rule).

1. We do not require clients to create an account or provide any identifiable information to join a session. Thus, we do not have access to any PHI.

2. All meeting rooms are created with unique, randomly generated names as well as secured with a unique, randomly generated password at the time of creation.
All meeting data is transmitted using industry standard encryption.

3. If a third person enters a room, the meeting is instantly disbanded and all participants dropped from the call.

4. Meetings are created on demand and cease to exist when both parties end the call. We do not use persistent meeting rooms.

5. Created meetings are never displayed publicly, not even to the client. The client can only be invited to the call directly by the host.

6. Host has complete control over the session and can end meetings as needed.

7. Meetings default to peer-to-peer (P2P) connections by default. No data is transmitted to our servers after the initial connection request other than the data required to know that a call is taking place.

8. Meeting data is never logged or stored by us, not even for quality purposes.

HIPAA Certification

Currently, the agencies that certify health technology – the Office of the National Coordinator for Health Information Technology and the National Institute of Standards and Technology – do “not assume the task of certifying software and off-the-shelf products” (p. 8352 of the Security Rule), nor accredit independent agencies to do HIPAA certifications. Additionally, the HITECH Act only provides for testing and certification of Electronic Health Records (EHR) programs and modules. Thus, as EMDRremote.com is not an EHR software or module, our type of technology is not certifiable by these unregulated agencies.

How can I start my free trial?

Frequently Asked Questions

What video service options do you offer?

EMDR Remote Video Service is HIPAA compliant and the BLS lightbar and BLS audio works on all computers and devices when using our video service, except for ipads and iphones. **We are currently in BETA (testing) for ipads and iphones.The rest of the FAQ on this one is correct

Tips on choosing a video service while using EMDR Remote’s toolbar:

EMDR Remote Video Service is HIPAA compliant and the BLS lightbar and BLS audio work on all devices (currently in beta/testing for iPhones and iPad) when using our video service.

Doxy.me Video Service and BLS lightbar works on all devices. The BLS audio works on all devices other than iPhones and iPads.  If you have ever used Doxy, you will know they sometimes have reliability issues.  If you have issues with Doxy during your session, please try using a different browser or changing your video service to EMDR Remote’s video service.

External Video Services (such as Zoom, Skype, Google Meet, etc):

Our BLS tool works with any external video service on any device.

** The BLS lightbar works on all devices, however we are still testing our service on iPad and iPhones.  The BLS audio works on PC’s, MAC’s and all android mobile devices.  BLS audio does not work on iPhones and iPads, which is a limitation of Apple’s mobile devices and not a limitation on EMDRremote.com.  Apple limits audio inputs to ONE input.  Therefore, if you are on a video call with your client, the BLS audio will stop working on apple mobile devices because the voice/calling is one input. If you are only using BLS audio and not using a video service, then the BLS audio will work because you are only using one input.   If you want to use BLS audio with your client, please have them use a MAC computer, PC computer or any mobile device other than an apple mobile device.

What if I get stuck and can’t figure out how to work EMDR Remote?

Although we have tried to make our tool as user friendly as possible, you may have questions.  You are always welcome to contact us (using the form below) and we will answer questions and walk you through the process so that you can focus on EMDR with your clients and not technology.

How do I prevent my video from freezing or buffering during a session?

Although most people have fast enough internet speeds to handle video conferencing, here are some tips to make your current internet speeds more compatible with your teletherapy:

a. Make sure you have appropriate internet speeds. You can do this by googling “test internet speed” and choose one of the free websites which will tell you how fast your internet is.

b. Make sure you are as close as possible to your wifi or make sure you are plugged into your ethernet via a wire.

c. Close other browsers or open pages on your device.

d. Make sure other people at your location aren’t streaming videos or online gaming which can slow down internet speeds.

Why isn't bilateral audio working on my tablet or phone?

The BLS lightbar works on all devices.  The BLS audio works on PC’s, MAC’s and all android mobile devices.  BLS audio does not work on iPhones and iPads, which is a limitation of Apple’s mobile devices and not a limitation on EMDRremote.com.  Apple limits audio inputs to ONE input.  Therefore, if you are on a video call with your client, the BLS audio will stop working on apple mobile devices because the voice/calling is one input. If you are only using BLS audio and not using a video service, then the BLS audio will work because you are only using one input.   

If you want to use BLS audio with your client, please have them use a MAC computer, PC computer or any mobile device other than an apple mobile device.

Does your site offer a BAA for HIPAA compliance?

If you use EMDRremote’s BLS lightbar and audio and choose Doxy.me as your teletherapy video service, it is HIPAA compliant and Doxy.me will provide you with a BAA.

If you use EMDRremote’s BLS lightbar and audio and choose EMDRremote’s Video Service as your teletherapy video service, it is HIPAA compliant in that it meets the “conduit exception”.

According to the HHS.gov (re: BAA not needed when teletherapy meets conduit exception):

A conduit transports information but does not access it other than on a random or infrequent basis as necessary for the performance of the transportation service or as required by law. Since no disclosure is intended by the covered entity, and the probability of exposure of any particular protected health information to a conduit is very small, a conduit is not a business associate of the covered entity.

In terms of teletherapy, the solution and security architecture must comply with the certain standards, implementation specifications and requirements with respect to electronic PHI of a covered entity. The general requirements of HIPAA Security Standards state that covered entities must:

1. Ensure the confidentiality, integrity, and availability of all electronic PHI the covered entity creates, receives, maintains, or transmits.

2. Protect against any reasonably anticipated threats or hazards to the security or integrity of such information.

3. Protect against any reasonably anticipated uses or disclosures of such information that are not permitted or required under the privacy regulations.

4. Ensure compliance by its workforce.

Can I use your lightbar and or audio and not use doxy.me?

Yes, our lightbar & audio BLS toolbar works with all video services!

However, our “EMDRremote Video Service” and Doxy.me are the only video services that are able to be embedded directly inside our program.

In our Member Support Center, you can watch our “How To” video tutorial on using other video services “side by side” with EMDRremote.

My client doesn’t have a screen that is more than 6 inches, can I use EMDRremote.com for just the audio?

Yes.

You can still go through the same process and have the client use their phone so that you can see them and they can see you. You can also turn the lightbar to be black, the same color as the background, to make it invisible. You will be able to see them and they will still be able to hear you.

We have a full list of “How To” tutorials inside the Members Support Center.

Can I do group sessions on EMDR Remote.com?

You can use our BLS tool if you believe a group EMDR session is clinically safe and appropriate for a group.

You have two options:

You can use Doxy.me and allow two people in from the waiting room to join the call. It is exactly like you join with one client, but you will see the second client in the waiting room and you can add them.

You could use our tool as a “standalone” tool and use a different video service other than Doxy.me. You basically sign in, change your settings to “external video service” and have as many clients as you want to log in as clients.

Inside the Member Support Center, you can find video tutorials of how to use our tool “side by side’ with another video service.

Why can't I have a group on your video service?

Our video service is HIPAA compliant because we qualify under the “conduit exception” because our video service is peer-to-peer (P2P) and is not routed through our servers. With groups, since a third person would need to enter the connection, your data would have to be routed through our servers as P2P is no longer an option. To make sure we would continue to be HIPAA compliant, there are additional steps we legally would need to take to ensure we are fully adhering to HIPAA standards which takes a lot of time. So for now, we are just offering one-to-one teletherapy.

Where are the video tutorials?

All training and video tutorials are inside the Members Support Center. To access the Members Support Center, you must be a member and signed-in to your control panel.

Do I have to download an app? What browser should I use?

Any browser should work and there are no apps to download. That was one of our main hopes was to create a tool that no one had to download.

Before EMDRremote.com got started, I had been using doxy.me to connect with clients because I didn’t want clients to have to download anything because when you download an app, then that app has your personal information. With EMDR Remote, they  just go to the website, put in their first name or appointment time (without having to give any personal information) and then we are connected.

Is doxy.me PHIPA compliant (for Canadian users)?

According to doxy.me, they are PHIPA compliant.

To access the Members Support Center, you must be signed-in to your control panel.

Contact Us

Interested in partnering with us? Have an idea for EMDR Remote you can’t wait to share? We’d love to hear from you.

Let us know how we can help you, and we promise to get back to you as soon as possible!

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