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Frequently Asked Questions

Here are the most commonly asked questions about our products and services.
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Ordering & Delivery

How do I order a trial version of your product?

To order a trial version, please visit the Request a Trial Version page. Once you've requested a trial version, we'll send you an Activation Code so you can install the trial version on your device. To try out a trial version, you'll need an existing smartphone or tablet, running Android Version 4 or greater.

How long will it take before I receive my order?

Once we have received your order, please allow 3-5 working days for delivery. We will try to get your order to you as quickly as possible, so sometimes it may arrive before this time.

Will I be able to track my order?

Yes you will be able to track your order, once it has been processed and passed to our couriers for delivery. In order to do this, you will need to give us an email address or mobile number when you place your order.

Our couriers will contact you the day before delivery, to give you a one-hour delivery slot. If this slot is not convenient for you, you will be able to contact the couriers directly to rearrange the slot you have been given.

Occasionally, if you live in a remote area of the UK, we will send your order by Special Delivery through Royal Mail. You will still be able to track your order, but you won't be given a specific delivery slot on a particular day. Usually you will receive your order on the next business day before 1pm.

Will I be able to return my order?

If you decide that you wish to cancel your order, you can return it to us within 10 working days from the date of delivery and we will give you a full refund, minus the cost of delivery. Refunds will then be paid within 30 days from the date you cancelled your order.

Please see our Terms & Conditions for further details.

Are there any guarantees on your products?

Yes, all of our products (excluding Software Updates and Accessories) come with a two week money-back guarantee. In order to claim your refund, all products must be returned to us within 10 working days (not including weekends & public holidays) from the date of delivery.

In addition, all our smartphones and tablets come with a one-year Hardware Warranty, so if you have a problem, we can deal with the manufacturer on your behalf to replace your device if needed.

Please see our Terms & Conditions for further details.

Do I receive technical support if I order your products?

All our products come with free lifetime technical support, so that if ever you're stuck, you can get in touch free-of-charge. Just contact us if you have any questions or issues.

How do I book my one-hour training session?

When you place your order with us, we'll ask you if you want to book your training in then. If you do, we’ll automatically pass your details to one of our trainers. They will then be in touch with you to arrange a suitable time and date for when you would like your training to take place. If you would prefer to defer your training, you can always arrange a training session yourself at a later date, either by contacting us or book your training session online.

Will I get free updates to the software?

Each copy of Synapptic purchased includes two years of free updates, so you can benefit from all the latest features Synapptic has to offer. When this expires, further updates can be purchased at just £50 for another two years. One purchase covers all your Synapptic devices. Contact us if you would like to renew your software updates.

Our updates also include free software transfers from one device to another, so upgrading your device or recovering from a lost device is always simple.

What if I want to use Synapptic on two devices?

If you own two devices, such as a smartphone and a tablet, you may want to use Synapptic on both. To do this, you'll need to buy an Additional Licence. An Additional Licence is half price if you purchase it within one month of your order. To order an Additional Licence, please contact us or order online.

Do you offer multi-user licences for organizations?

If you're interested in purchasing a multi-user licence for an organization, please contact us for a quotation.

Payment

Do I need to pay in advance if I order a product?

If you are an individual, you will need to pay us in advance before we can process your order. We accept all the major credit and debit cards – Visa, Visa Electron, Mastercard, Maestro, Solo and Visa Delta. Alternatively, if you have a PayPal account, we are able to accept payment through PayPal. You can also pay using Internet banking, using the following details: Sort code: 20-27-41 Account number: 13213331. In addition, we also accept payment by cheque. Please make all cheques payable to 'Synapptic Ltd'. If you are a business, charity or other organisation, please ask us about payment options when you are placing your order.

Is paying through your online ordering service secure?

Whenever you pay for any products using our online ordering service, your details will be processed by an external ecommerce company we use to process payments. The company is called Selz and any payment to them with appear as 'Selz/Synapptic' on your credit card statement. Synapptic does not store or hold any credit or debit card details on any of its systems. All transactions and credit card information on Selz are protected with industry standard security encryption. The Selz platform is also PCI compliant.

What credit/debit cards do you accept?

We accept all the major credit and debit cards – Visa, Visa Electron, Mastercard, Maestro, Solo, Visa Delta and American Express.

Are my credit/debit card details kept securely?

Whenever you pay for any of our products using a credit or debit card, your details will be processed by an external ecommerce company we use to process payments. The company is called Selz and and any payment to them with appear as 'Selz/Synapptic' on your credit card statement. Synapptic does not store or hold any credit or debit card details on any of its systems. All transactions and credit card information on Selz are protected with industry standard security. The Selz platform is also PCI compliant.

Can I pay using a PayPal account?

Yes, we are able to accept payments made through PayPal. If you don't have a PayPal account, it is easy to set one up by visiting the PayPal website at: www.PayPal.com/UK. PayPal is a fast and secure way of making payments when you shop online and is accepted by all the major retailers. You will need an email address before you can set up a PayPal account and then you will need to enter either your bank details or the details of a credit or debit card. This enables you to pay for goods and services wherever you see the PayPal logo, where money is automatically deducted from your chosen payment method without having to enter your bank account or card details on the website you are shopping on.

Online safety

What steps can I take to protect myself from online fraud?

To The key to protecting yourself from fraud is keeping your passwords secure and knowing who is asking for your bank details. When using online banking, it is important to choose a strong password that includes a range of numbers, both upper and lowercase letters and perhaps even symbols. Do not use personal details like your name or address, as your password. When you're set up, only hand over your payment details to websites or companies you trust. Ensure that if you are contacted for your payment details, even over the phone, that it is from a company you trust and for goods you have requested.

What are computer viruses and what damage can they do to my Smartphone or Tablet?

A computer virus is a malicious piece of software code that can gather details or allow other people or companies access to your device, even if you didn’t give them permission. Your device is running on a very safe system (Android), which automatically defends against viruses without any additional precautions by you. To stay protected, it is important that you only install applications that you trust and that you manage spam emails carefully.

How can I protect myself from spam emails carrying viruses?

Unsolicited emails can carry viruses. However, it is quite easy to remain safe. If you receive an email from a sender you do not recognize or trust, then do not open any attachments within that email. If in doubt, you can keep the email and ask for help; the virus cannot do anything unless it is opened. As soon as you are sure the email is not legitimate, you can delete it.

What if I am contacted by a company offering to sort out a virus on my device?

This is most likely a scam. If you are contacted by someone claiming they need to help you sort out a virus on your device, even if they claim to be from a reputable company like Microsoft or Google, there is a risk that they are trying to access your bank details. They will try to convince you to download an application onto your device and attempt to take control. If you receive such a call, then at the least you should ask questions to ensure you are speaking to a legitimate caller. You can ask them to tell you your address or verify when you purchased something from them. If you are in doubt, do not follow their instructions and end the call. You can always contact us if you are unsure about what to do.

Support

How often do I need to charge my Smartphone or Tablet?

The Synapptic voice will let you know when you are low on power. With regular usage, your device will require charging roughly twice a week. The battery will be used up at a faster rate by anything that keeps the screen on for prolonged amounts of time. For example, using the Digital TV or iPlayer, to watch TV, will use up a lot more battery than making calls.

Do I need to switch the power off regularly on my Smartphone or Tablet?

No. As long as the device is charged regularly there is no problem leaving it switched on.

Will I need an internet connection to use some features?

An Internet connection is required to use several Synapptic features, such as Digital TV, BBC iPlayer, Web Browser, Emails, Where Am I, RSS News Feeds, Voice Recognition, Scan and Read, etc. We recommend you setup the device to use a wireless Wifi Internet connection whenever possible. This could be your home Wifi connection or a Wifi connection in a cafe or shop. To setup Wifi, select the Settings option on the Main Menu. Then, on the Settings Menu, select the Wifi option. The Wifi menu has options for turning Wifi on and off and selecting a particular Wifi access point.

Will I get charged from my service provider for using the Internet?

When not connected to a Wifi Internet connection, smartphones (and certain tablets with a SIM card) may automatically connect to chargeable mobile phone Internet connections to keep themselves updated and synchronise contacts or check for new emails, etc. Please check with your SIM Card provider (EE, Vodafone, O2, 3, etc.) about data charges that may be incurred when using a mobile phone's 3G / 4G or other Internet data connection. We also recommend you ask the SIM Card provider to turn off roaming internet when travelling abroad, as this may incur extra charges. To avoid any problems with mobile Internet data charges we recommend signing up to a contract or monthly Pay as You Go deal that includes an Internet data allowance. This way, you can manage the amount of data you use in this way.

What version of Android do I need?

Synapptic can be purchased pre-installed on one of our smartphones or tablets, or purchased separately to install on an existing device. If you are purchasing Synapptic to run on a device you already own, you should check the device is running a suitable version of Android. Synapptic requires Android version 4.0 or above. (Note: Most modern devices run Android 4 or above).

Can I use other Android apps on my Synapptic phone?

Yes, it is easy to access other Android apps on your Synapptic phone, such as YouTube or Dominos Pizza. Any Android app you have installed can be opened easily from within Synapptic. The apps aren't part of Synapptic itself, which means that they don't use the Synapptic interface or voice. If voice assistance is required, when you are accessing your Android apps, you will need to use an Android feature called Talkback. To do this, select the App Launcher within the Toolbox Menu, find the app you want to open, then triple press the Android home key. There is also an option to close Synapptic, if you want to allow the device to be used as a regular Android device.

Can I use BT Home Hub for my Wifi connection?

When connecting a phone or tablet to a BT Home Hub Wifi connection, a password is required. Synapptic will ask you for this password. The password is locatated on the back of the router and is the labeled as the Wireless Key (it's not the Admin Password).

Does my smartphone/tablet need anti-virus software?

Anti-virus software isn't necessary for either smartphones or tablets because Android runs every app in its own environment, so any other form of harmful software cannot breach it. Google's chief security engineer for Android, Adrian Ludwig, spoke out recently stating that anti-virus software on Android was "Absolutely not needed".

Can I use Gmail with Synapptic?

There are two settings that need to be changed, if using Gmail with Synapptic: Setting 1: Login to Gmail through their website. Click the cog icon in the top right and select the Settings option from the menu that drops down. On the Settings screen which is displayed, select the Forwarding and POP/IMAP option from the top of the screen. Click the Enable IMAP option, then press the Save Changes button at the bottom of the screen. Setting 2: Click the cog icon in the top right of the screen and select the Settings option again. This time select the Accounts and Imports option at the top of the screen, then select Other Google Account Settings, just below it. Select the Less Secure Apps option and select Allow or Enable. (Don't worry about enabling the less secure option. It still uses the same level of security as when typing credit card information on a website)! If you require help configuring your email settings, please contact us.

How do I turn off Talkback in Android?

Talkback has a simple shortcut that is accessible both within Android and within Synapptic. To switch Talkback on, use the Home button at the bottom of the phone screen, which is a raised oblong-shaped physical button. Press this button three times quickly and a voice will say 'Talkback Disabled'. Press three times again and this will turn Talkback back on.

What do I do if I'm stuck on the Samsung logo page?

If the screen doesn't move on from the Samsung logo screen after two minutes, then you will need to restart your device. To do this, hold down the Home button, the Volume Down button and the Power button at the same time for about 10 seconds. Release the buttons when the screen goes dark and the device will restart normally. If the buttons are held for too long, a blue warning screen will appear. Press the Volume Down button once and the device will restart.

What do I do if my device is frozen?

If you think your device has frozen, so that you cannot use any of its features, try running your finger over the screen. If you still have a voice announcing the menu option but cannot access them, you may have Talkback enabled. See How do I turn off Talkback in Android? If there is no response, then press the Home button once. The Synapptic voice should announce 'Please Wait' three times and return you to Synapptic. Finally, you can try manually restarting the device. Press and hold the Home button, the Volume Down button and the Power button until the screen goes black. For further information, see What do I do if I'm stuck on the Samsung logo page?

How do I find the IMEI number for my phone?

Each phone has a unique IMEI identification number. The number is both printed on the outside of the box that the phone came in, and also located under the battery. A spoken and large print version is also available by selecting the About Phone or About Tablet option from the Phone or Tablet Information menu in Synapptic.

Do I get a different version of the software if I order a Smartphone instead of a tablet?

No, you get the same software, whether you order a smartphone or a tablet. The only exception to this is if you order one of our Bronze Basic phones. The Bronze Basic phone comes with our Synapptic-Lite software, which has most of the features of the normal version of Synapptic, but some features have been restricted. Please note that all our Smartphones can be used to make phone calls and send text messages, but only SIM Tablets have these features. Please see our product pages for further information.

How do I check for the latest Synapptic updates?

We regularly update Synapptic and add in new features or enhance existing ones. Sometimes reported issues are also resolved in the latest update. To update to the latest version of Synapptic, first select the Settings option from the Main Menu. Then select the Updates option towards the end of the Settings Menu and follow the on-screen and spoken instructions. Note: Please ensure your Smartphone or tablet is connected to a Wifi internet connection before updating. If the update successfully installs, Synapptic will show details of the update when it starts again. Synapptic software comes with two years of free updates. When this expires, further years of updates can be purchased from just £50 for another two years. (One purchase covers all your Synapptic devices). Further information about software updates is available here.

How do I use the Help Page feature within the product?

Each screen within Synapptic has a Help icon in the top right hand corner. Pressing this will take you to a page listing several topics from the user manual that are relevant to what you are trying to do. For example, accessing Help from the Voice Control page will only show you topics relevant to using voice control. When you select a topic, the Synapptic voice will read the text out to you. If you aren't sure where to go, then the Main Menu has a Help option with topics on how to navigate Synapptic and a Search feature, to help you find topics that include what you are looking for.

How do I set up a different email account?

To change the email account used within Synapptic, select the Email option from the Main Menu. From the Email menu, select Email Settings, then select the option for Basic Settings. Type in the email address and password for the email account you wish to use in future. To test it works, return to the Email Menu and select the Fetch New option. The Synapptic voice will tell you if it has logged in and how many new emails you have.

Can I change the way the Main Menu is displayed?

The Synapptic Main Menu has two display settings - it can be shown as a grid or as a list. When displayed as a grid, all Main Menu options are shown on one screen and makes selecting any Synapptic feature even quicker! To change the Main Menu to a grid or list view, select Synapptic Settings, then Customise. From the Menu Style option, select Normal (list) or Grid. When customising the Main Menu, options can be added, deleted or re-ordered.

What do I do if the voice on my phone stops working?

If the voice on your Smartphone or Tablet suddenly stops working and just beeps instead, don't panic! Simply turn the device fully off, then back on again! This problem is caused by Android automatically updating the voice engine when Synapptic is being used. As soon as the device is turned off, then on again, the voice will be fully functional again.

Why is Voice Recognition not working when I'm away from my Wifi connection at home?

If voice recognition is not working when your device is away from a WIFI connection, it's a sign that your mobile data connection is not working or enabled. Check your SIM card includes a data allowance and ensure Mobile Data is enabled in the Data Usage section of the Android settings.

Why is Voice Recognition not working when I have an Internet connection?

Check the date and time set on your device. If it's more than a couple of hours out, voice recognition won't work.

Why does my Smartphone think it's a Tablet?

When a Smartphone has its SIM card removed (or Flight Mode is turned on), the Make Call and Text Message options will not display. The Smartphone may also temporarily report it's a tablet, because of the lack of phone functionality. To cure this problem, insert a working SIM and ensure Flight Mode is turned off. If the problem persists, use the Customise option on the Settings Menu to reset the Main Menu.

Can I view webpages as Text Only?

Did you know that Synapptic can display any web page as plain text in your preferred colours? When on a webpage, just press the Help button in the top right hand corner of the screen and select Text Only. Then use the up and down arrow keys to move up and down the text, or press the Read All button in the top right of the screen to have the entire webpage read out.

What can I do if the Reading Machine isn't accurate?

For normal text in books and magazines, Synapptic should be about 99% accurate. If it isn't, try using the Scan and Read Settings Menu to adjust the settings. Try turning the flash on or off, or try increasing the Picture Size setting. A bigger picture size setting will take higher quality photos of the text and will also allow smaller text to be identified. The downside of bigger photos is that they may take slightly longer to process.

How do I save a photo someone has attached to an email?

If someone emails you a photo and you would like to keep it, first select the message. Then, from the Email Message Menu select the Attachments option. Pick the attachment and select the View option to view the photo or the Save option to save it. The photo will be saved with the other photos you have taken with the camera and can be viewed with the Photo Viewer. If you don't have the Save Photo option as detailed above, you will need to update your Synapptic software to the latest version. For more information please see the above section 'How do I check for the latest Synapptic updates'.

Downloading Software

Is there a trial version of your product?

Yes there is a trial version, so that you can try out Synapptic software before you decide to buy it. To order a trial version, please follow this link.

What will I need before I can download your trial version?

If you want to try out the trial version, you'll need an existing smartphone or tablet, running Android Version 4 or greater. When we send you your trial version, we'll also send you an Activation Code and instructions on how to download it onto your device.

Will the trial version run out?

Yes, the trial version will stop working on your device after 14 days from the date you installed it. If you want to continue using Synapptic, you'll need to place an order with us. We'll send you a new Activation Code, which you'll be asked to enter into your existing device. This should then re-activate your Synapptic software, so that you can continue enjoying all the features you have grown to love!

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