FAQs

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There are several ways to place an order:

Visit our website at www.synapptic.com and place your order at our the online shop
Call us on 0191 909 7 909 and speak to a member of our Sales Team
Email us at sales@synapptic.com and a member of our Sales Team will contact you to confirm your order and take payment.

We will send you a confirmation of your order by email. You will need to let us know your email address, when placing your order.

If you want to cancel your order, you will need to call or email us as soon as you can, after placing your order. If your order hasn’t yet been despatched, we will cancel your order and arrange for a refund.
If your order has already been despatched, you will need to return the item(s) within 10 working days, in order to get a full refund.

If you want to amend your order, you will need to call or email before your item(s) have been despatched.

Yes, you can manage your orders by setting up an online customer account on our website at www.synapptic.com.

Your customer account enables you to update your billing and shipping information, view previous orders and make future purchases via a simplified checkout process.

If you are an individual, you will need to pay us in advance before we can process your order.

If you are a business, charity or other organisation, please ask us about our payment terms when you are placing your order.

We accept all the major credit and debit cards, including Visa, Mastercard and American Express. Payments will appear on your statement as ‘Synapptic (Stripe)’

Alternatively, if you have a PayPal or Klana account, we are able to accept payments through both these payment gateways.

You can pay using Internet banking, using the following details: Name: Synapptic Ltd. Sort code: 20-27-41 Account number: 13213331.

And we accept payment by cheque. Please make all cheques payable to 'Synapptic Ltd' and post to: Adelaide House, Belmont Business Park, Belmont, Durham, DH1 1TW.

It’s easy to set up a Paypal account. Visit the PayPal website at: www.paypal.com/uk and follow the online instructions.

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.

It’s easy to set up a Klana account. Visit the Klana website at: www.klana.com/uk and follow the online instructions.

You will need an email address before you can set up a Klana 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 Klana 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.

Yes, you can spread the cost of your payment, if you pay using Paypal or Klana.

With Paypal, you can apply for Paypal credit, which allows you to spread the cost of any item which costs over £99 over 4 months at 0% interest. Or you can apply for credit and pay over 12 months.

With Klana, you can spread the cost of any item over 3 equal instalments, payable within 60 days of your original purchase, at 0% interest. Or you can apply for credit and pay over 12 months.

Yes, certain organizations provide funding for people with sight loss. You will need to secure funding before you place an order with us.

Please check out our Ways to Pay page for further information on funding providers and be aware that eligibility for funding differs between funding providers.

We offer the following delivery options depending upon the product purchased:

Free delivery (2nd class Royal Mail, no tracking, no insurance)
Free delivery (Articles for the blind, no tracking, £50 insurance)
DPD Courier Delivery (tracked & insured)
Royal Mail Special Delivery (tracked & insured)

Once we have processed 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.

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.

The courier we use is DPD. They 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 them 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. To track an order from Royal Mail, you will need to visit their website at: www.royalmail.com/track-your-item and enter your tracking number.

Yes, most of our products come with a two-week money-back guarantee.

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 return delivery.

Please make sure you package any return items sufficiently, so that no damage is caused in transit.

For further information, please see our Refunds & Returns page.

Refunds will be paid within 30 days from the date you cancelled your order. Refunds are usually paid via the payment method you originally used, unless you inform us otherwise.

All our phones and tablets come with a two-year manufacturer’s warranty, so if you have a problem, we can deal with the manufacturer on your behalf, to arrange repair or replacement of your device if needed.

You will need to cover the cost of returning the device to us.

For further information, please see our Refunds & Returns page.

Please call us on 0191 909 7 909 or email us at help@synapptic.com

Follow this link for our full Contact Details

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. The Update Helper will display showing green ticks where items are up to date, orange ticks where items are installed but need updating and grey ticks where items are not yet installed. Select any item with a grey or orange tick to update that item. The status of each item is also spoken out when you slide your finger over it.

If your Support Plan or Software Updates package has expired, please follow this link to purchase a new plan.

Each purchase of a Synapptic tablet, phone or software comes with a free one-year Basic Support plan! This gives you instant access to new features, security updates and reduced support incident fees for extra help and support not covered by our free helpline.

If your Support Plan or Software Updates package has expired, please follow this link to purchase a new plan.

You will need to have a current Support Plan in place to access the latest updates.

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. The Update Helper will display showing green ticks where items are up to date, orange ticks where items are installed but need updating and grey ticks where items are not yet installed. Select any item with a grey or orange tick to update that item.

Synapptic includes a specific Synapptic News menu option on the Main Menu. This lists all the latest details about enhancements and additions we've made to Synapptic.

If you want to use Synapptic on two separate devices, you'll need to buy an Additional Licence. Please contact us to purchase an Additional Licence or order through our online shop. Additional licences are discounted to £149 for customers who have previously purchased Synapptic Software or a Synapptic phone or tablet.

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)!

Gmail now also recommends you enable Two Factor Authentication within the Gmail settings and create an App Password to use in Synapptic.

If you require help configuring your email settings, please contact us.

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.

Yes, this is required to use several Synapptic features, such as Digital TV, BBC iPlayer, Web Browser, Emails, Where Am I, RSS News Feeds, Voice Recognition, RNIB Audio Books, 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.

Yes, it's easy to download and use Apps on your Synapptic phone or tablet. Use the App Launcher option in the Synapptic ToolBox menu to launch a particular App. All apps installed on your device will be listed. The Synapptic Reader voice will automatically start and provide voice feedback if needed.

To install a new App, use the Play Store option from the Synapptic ToolBox menu. Search for your App by typing in keywords at the top of the Play Store screen.

No! Synapptic version 7 and above includes its own screen reader, called Synapptic Reader, which automatically turns on and off as needed, so TalkBack isn't needed.

Synapptic Reader will read out text on any App or Android screen and includes easy ways of moving about the screen, reading out each paragraph, button, etc. These features allow full access to the device with any level of sight loss.

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, which 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.

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.

If someone emails you a photo and you would like to keep it, first select the email 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'.

The Synapptic voice will let you know when you are low on power. With regular usage, you should charge your device every night. 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. In addition, watching TV will use up much more battery than making calls.

When not connected to a Wifi Internet connection, phones (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 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.

Yes! 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 7 or above. (Note: Most modern devices run Android 7 or above). Visit our Synapptic Software page for further details.

Note! Software discounts are available if you are a Synapptic customer already.

Anti-virus software isn't necessary for either mobile phones 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".

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 inside the device. 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.

Testimonials

Read our testimonials to learn how Synapptic has changed the lives of our customers.

I have been using my Synapptic phone for a couple of months now and I love it. Synapptic software has opened up a whole new world to me. I am now even exploring taking photos with the camera. Just think - 6 months ago I could not even do text messages let alone think about attaching photos! I hope everyone else is getting as much pleasure from their Synapptic phone as I am.

Sandra, Chester

I just wanted to thank you all for the wonderful service you provide to people with sight loss. I have just bought my second synapptic phone and everybody has been so very patient and helpful. The service you provide is fantastic and your patience endless! You do a brilliant job.

Cathy, Portsmouth

If I did not have my Synapptic tablet, I would be lost without it. I can keep in touch with all my friends on email and Facebook. The speech recognition is the icing on the cake – wonderful!

Joseph, Somerset

I was not a mobile phone user previously but now use it for calls, sending e-mails and texts. Also, I frequently use YouTube, Internet radio and talking books! Although I have a little sight, I feel I could use it without any sight.

John, Sight Cymru, Wales

Your Synapptic devices are the best things I have used in the ten years I have been blind!

Gary, Bedale

Your little machine has changed my life.

Susie, Hampshire

I have been using your product for a few weeks. I would just like to say what a wonderful bit of software; I can actually use the phone easily!

Neill, Staffordshire

This is the first email I have ever done in my life! Thank you everyone at Synapptic…I love my new phone.

Theresa, Blackpool

Synapptic is the best thing since sliced bread!

Mike, Gloucester

Now I can connect with the outside world.

Alan, Lincolnshire

Now the thought of being without my Synapptic tablet doesn't bear thinking about!

Mary, Powys

In the course of my work helping vulnerable adults to use computers, I have found Synapptic gives the user the very best opportunity to feel part of - and contribute to - the modern world, despite any level of sight loss.

Wanda Skelham, Leicestershire CareOnline Training Officer

I really would not like to be without my Synapptic tablet...I would be lost without it. I can keep in touch with all my friends on email and Facebook. The speech recognition is the icing on the cake – wonderful!

Margaret, Somerset

[Synapptic is] excellent for people with poor or no eyesight...It is so innovative…Excellent features include the links to Google Contacts, audiobooks (including RNIB) and speaking emails...This company should be thanked and supported for helping people with poor eyesight.

Peter, Devon

Although I have been registered blind since 1978, Synapptic has become an increasing integral part of my daily life.

Bryn, Wales

I honestly wouldn’t have believed it possible for an audiobook selection and download to be so quick and straightforward - very impressed. It will make a huge difference to me for one, as I get through books like nobody’s business.

Di, Blackpool

I lost my sight 6 years ago and my phone, with its Synapptic software, plays a significant part in me being able to enjoy a fairly independent lifestyle.

Andy, Somerset