Support & Help

Where can I download the app?

The Vision Lab app is being prepared for release and is not yet publicly available on the App Store. The website will link to the correct download when it becomes available. You can visit the web laboratory now at https://lab.loify.ai/ .

The web laboratory provides vision-science experiments. Guided refraction checks run in the iPhone app, rather than as a measurement on this website.

Which device do I need?

The current app requires an iPhone running iOS 18 or later. Camera-based measurements also need a front TrueDepth camera and supported ARKit face tracking. The app’s device check determines actual support.

The current refraction flow accepts users aged 17 and above. This age gate does not establish clinical accuracy for every age group. Follow the preparation screen’s environment, positioning and distance guidance.

How do I use an invitation code?

Get a code from the merchant inviting you and enter it in Refraction in the app. After online validation, check the merchant’s name and read the result-sharing information. Explicitly agree to continue to Participant & Environment. Each code allows up to three completed, successfully submitted results. We suggest using the first test to become familiar with the flow; that test is also counted and sent.

There is no expiry before the first start. After the first starts, the next two tests may start within 48 hours; an authorized test may finish or be sent later. Interruptions, repeated taps and network retries do not count again. Contact the inviting merchant if the code is unavailable, its uses are exhausted or you need further help.

My result has not been sent to the merchant

Saved on this device does not mean the merchant has received the result. If the app shows a retry state, reconnect and retry in the app. A test authorized to start can be sent after the 48-hour window ends. Send the pending result before starting another test. Do not uninstall the app or clear its data, as that may remove local results and recovery credentials.

The merchant portal shows the latest submitted result for that invitation code; a delayed old request cannot replace a newer result. Only the result you explicitly agreed to send is transmitted. Existing personal records are not automatically sent.

The camera or measurement will not start

Check Vision Lab’s camera permission in iPhone Settings and confirm that your device meets the requirements. Keep the front camera unobstructed, follow lighting, distance and positioning prompts, then use the app’s retry control.

Do not guess values or bypass prompts on an unsupported device or when preparation checks fail. Contact an eye-care professional if you need eyewear measurements.

The laboratory loads slowly or fails

First use Retry or Reload inside the app. Common resources are packaged with the app, while other experiment resources still need a network connection. Larger experiments also take time to download and calculate.

If the problem continues, note the experiment name, error text, device model and app version, then contact us. Please do not uninstall the app to troubleshoot: that can remove local personal records.

Saving, deleting and restoring records

Personal records are stored on your device and excluded from system backup. Existing records and manually entered prescriptions are not automatically uploaded. Swipe left on a record in Records and confirm to delete that local record. We do not provide local-record recovery. New test results you agree to send are retained separately on the server; deleting the local record does not automatically delete that copy.

Submitted measurement content is retained for 90 days from server receipt. To delete a server result, contact support and complete the necessary verification. Deletion does not restore test uses or make earlier results reappear in the portal. See the Privacy Policy for backup handling and other details.

If saving fails, check available storage and retry in the app. If records are temporarily unreadable, unlock the device and try again. Do not clear app data or uninstall. Experiment archives, experiment-file sharing and personal refraction records are separate features.

How should I interpret results?

Results are measurement estimates from guided checks. Unmeasured fields remain empty. The SPH / Sphere label displays the existing spherical-equivalent (SE) measurement; no conversion to prescription sphere is performed. SE and prescription sphere have different meanings.

Results are not an eye-disease diagnosis or a professionally confirmed prescription. A qualified professional should review eyewear and health decisions. Seek prompt medical care for sudden vision changes, eye pain or other significant symptoms.

What to include when contacting us

Email august1293@hotmail.com with your iPhone model, iOS version, Vision Lab version, the affected screen and error text. If you include a screenshot, first hide names, faces, measurements and other personal information.

Your first message does not need face photographs, a complete prescription or health records. You can also use this address for privacy requests; we will explain any necessary next steps for your request.