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1
Which EMDR Kit do you have?Click on one of the pictures below.
With which part of the EMDR Kit 1 are you experiencing an issue?

If your Light Tube is faltering, it could have the following causes:


1. Bad contact

If your Light Tube is faltering, it could have to do with a bad contact between the Controller and the Light Tube. Could you try the following:

  • Remove the wire of the Light Tube from the Controller.
  • Blow into the entrance of the Controller as well as the connecting piece from the wire of the Light Tube.
  • Attach the wire of the Light Tube back into the Controller. 
  • See if this resolved the issue. 

  • 2. The connecting piece is defective
    If you look into the connecting piece of the Light Tube's wire, you will see some metal pins. There should be 6 of them, together with a black pin in the middle. If any of the pins are missing, or bend, it could explain the issue. You can contact us to see if we can repair this.

    Was your problem not resolved, or has it been made clear that there is a defect, then you can fill in the form below and we will contact you as soon as possible.

    If your Light Tube does not do anything, it could have the following causes:


    1. Bad contact

    If your Light Tube is faltering, it could have to do with a bad contact between the Controller and the Light Tube. Could you try the following:

    • Remove the wire of the Light Tube from the Controller.
    • Blow into the entrance of the Controller as well as the connecting piece from the wire of the Light Tube.
    • Attach the wire of the Light Tube back into the Controller. 
    • See if this resolved the issue. 

    2. The connecting piece is defective
    If you look into the connecting piece of the Light Tube's wire, you will see some metal pins. There should be 6 of them, together with a black pin in the middle. If any of the pins are missing, or bend, it could explain the issue. You can contact us to see if we can repair this.

    3. MUSIC MODE
    It could be that your controller has been set to MUSIC mode. When this mode is active, the Light Tube and Pulsators do not work. You can put your controller back in SWEEPING MODE by following these steps:

    • Turn on the Controller.
    • Press the M button once. 
    • Does the screen read MUSIC? Then press the arrow buttons until the screen reads SWEEPING.


      4. Low-intensity setting

      The intensity could be set too low, making the Light dot invisible. You can increase the intensity by pushing the + button on the controller next to "Volume/Intensity".


      Was your problem not resolved, or has it been made clear that there is a defect, then you can fill in the form below and we will contact you as soon as possible.

      The wire attached to the pulsators can be subject to wear and tear. That could cause the connection between the wire and the pulsators to become less effective. The Pulsator could also be defective.

      To test whether the wire is worn out or that the issue is caused by a defective Pulsator, you can try the following: 

      • Remove the Pulsator that is malfunctioning from the wire. 
      • Also, remove the functioning Pulsator from the wire.
      • Now attach the malfunctioning Pulsator to the end of the wire where previously the functioning Pulsator was attached. 
      • And attach the functioning pulsator to the end of the wire where previously the malfunctioning pulsator was attached.  

      If the same Pulsator is still malfunctioning, that Pulsator is defective and needs to be replaced.  

      If now the other Pulsator (that was functioning well previously) is malfunctioning, the issue is caused by the wire. 


      You can order a new wire here.
      You can order a new single Pulsator here (with wire)
      You can order a new set of Pulsators here (with wire).


      Please note: The color of the Pulsators has changed to green/blue since we introduced the EMDR Kit Classic. 


      If both Pulsators are malfunctioning, it could have the following causes: 

      1. MUSIC MODE

      It could be that your controller has been set to MUSIC mode. When this mode is active, the Light Tube and Pulsators do not work. You can put your controller back in SWEEPING MODE by following these steps:

      • Turn on the Controller.
      • Press the M button once. 
      • Does the screen read MUSIC? Then press the arrow buttons until the screen reads SWEEPING.

        2. Low-intensity setting

        The intensity could be set too low, making the Light dot invisible. You can increase the intensity by pushing the + button on the controller next to "Volume/Intensity".

        3. Wire wear and tear

        After a while, the wire can be worn and the contact between the wire and Pulsators could be bad. You can purchase a new wire here.  


        4. Pulsators defective

        It could be that your Pulsators are defective. In that case, you can order new ones. 



        You can order a new wire here.
        You can order a new single Pulsator here (with wire)
        You can order a new set of Pulsators here (with wire).

        Please note: The color of the Pulsators has changed to green/blue since we introduced the EMDR Kit Classic.

        If the controller of your EMDR Kit 1 is defective, we can not do anything about that anymore, unfortunately. The EMDR kit 1 has been removed from production since 2016. We did improve it and released a new, upgraded version of it. You can purchase the EMDR Kit Classic here.

        If the Headphone of your EMDR Kit 1 is defective, you can order a new one here.

        Which part of the EMDR Kit Classic are you experiencing an issue with?

        If your Light Tube is not functioning (well) it could have the following causes: 

        1. Bad contact 
        If your Light Tube is not functioning well, it could be caused by bad contact between the Controller and the wire of the Light tube.  

        Could you try the following steps:

        • Check if the USB connector piece is fully inserted into the Controller. 
        • Remove the wire of the Light tube from the Controller
        • Now blow into the entrance in the controller as well as into the connector piece on the wire. 
        • Attach the wire to the controller and see if the issue has been resolved. 

        2. Cable break
        A break in the wire of the Light Tube could cause malfunctioning. Could you check if there is a break in the wire somewhere?


        Was your problem not resolved, or has it been made clear that there is a defect, then you can fill in the form below and we will contact you as soon as possible.

        The wire attached to the pulsators can be subject to wear and tear. That could cause the connection between the wire and the pulsators to become less effective. The Pulsator could also be defective.

        To test whether the wire is worn out or that the issue is caused by a defective Pulsator, you can try the following: 

        • Remove the Pulsator that is malfunctioning from the wire. 
        • Also, remove the functioning Pulsator from the wire.
        • Now attach the malfunctioning Pulsator to the end of the wire where previously the functioning Pulsator was attached. 
        • And attach the functioning pulsator to the end of the wire where previously the malfunctioning pulsator was attached.  

        If the same Pulsator is still malfunctioning, that Pulsator is defective and needs to be replaced.  

        If now the other Pulsator (that was functioning well previously) is malfunctioning, the issue is caused by the wire. 

        If the issue is caused by the Pulsator and your order falls within the warranty period, please contact us about replacement or repair through the form below. 


        You can order a new wire here.
        You can order a new single Pulsator here (with wire)
        You can order a new set of Pulsators here (with wire).


        Please note: The color of the Pulsators has changed to green/blue since we introduced the EMDR Kit Classic. 

        Please let us know what issue you are experiencing with your Controller so we can help you as soon as possible.

        If your Headphone is not functioning well, it could have the following causes:

        1. Bad contact
        Could you check if the jack plug is inserted all the way into the Controller?

        2. Volume 
        Could you check if the volume on the controller is not set too low? You can adjust the volume with the buttons on the Controller.

        3. Cable break
        Could you check if there is a break in the cable somewhere? 


        Was your problem not resolved, or has it been made clear that there is a defect, then you can fill in the form below and we will contact you as soon as possible.

        What model do you have? The model number can be found on the bottom of the Light Tube.
        Which part of the EMDR Kit Wireless are you experiencing an issue with?

        When your Light Tube does connect through the CONNECT menu in the app but there is no light dot appearing on the Light Tube, it could help to turn OFF the Light tube for 10 seconds, using the switch on the base of the Light Tube. You can try to turn on the Light Tube again and connect with it after waiting for 10 seconds. 

        Do you have a Light Tube without an ON/OFF switch (model 001 and model 002)? Then you can restart the Light Tube by draining the battery for 24 hours. Just leave it unplugged for 24 hours and after that, attach the charger and try to connect it again and see if the issue is resolved.


        Was your problem not resolved, or has it been made clear that there is a defect, then you can fill in the form below and we will contact you as soon as possible.

        We are sorry to hear your Ligh Tube has been damaged. 
        It is possible to purchase a new one through our shop page. 
        Perhaps we can still repair this. Please fill in this form and we will contact you as soon as possible. 

        Do you work with a phone or tablet with iOS (apple) or with Android (not apple)?

        It is important to clean the contact points of the Pulsators and docking stations every once in a while with some cleaning alcohol.


        There can gather some dust or dirt in the contact points of the Pulsators as well as the docking stations. It is important to clean these contact points to make sure the charging process goes well. 
        Please try to clean the contact points with some cleaning alcohol and see if this resolves the issue. 

        Some dust or dirt might prevent proper charging. We recommend to clean the contactpoints within the dockingstations and on the Pulsators regularly with some cleaning alcohol. After that charging should improve. Did you already clean the contact points with cleaning alcohol?
        To make proper contact with the contactpoints in the dockingstations, it might help to give the Pulsators a gentle downward nudge.
        The Pulsators should be active (blinking blue) to be able to connect them. You can activate them by shaking them. Did you activate the pulsators?
        The battery of one or both of the Pulsators could be low or empty. When charging, the LED light on the Pulsators should turn green when sufficiently charged and blinking red when charging. Did you succesfully charge the Pulsators with the charger plugged into the power supply?
        On the base of the Light Tube there is an ON/OFF switch. The 1 should be pressed down so that the Light TUbe is turned ON. Is the Light Tube turned ON?
        The battery of the Light Tube can be empty. Did you charge the Light Tube with the charger plugged into the power supply?
        To work with the EMDR Kit Wireless parts, Bluetooth needs to be turned ON on your phone or tablet. Is Bluetooth turned on on your phone or tablet?
        It is important that the operation system (iOS or Android) on your phone or tablet is up to date. Did you check if you have the latest version of the operation system installed on your phone or tablet?
        It can help to remove the app from your phone and reinstall it. Did you do already try this?
        It can help to restart your phone or tablet. Did you already try this?


        The cache (temporary memory) on your phone can become full which can cause Bluetooth not to work optimally. You can clear the Bluetooth cache by following these steps:

        -Go to Settings on your phone/tablet.
        - Select "Apps"
        - Display system apps (possibly you have to swipe left/right or choose from the menu (three dots) in the top right corner)
        - Select Bluetooth from the list
        - Select Storage
        - Choose to Clear Cache
        - Choose to Clear Data
        - Go back
        - Restart your phone. 

        Did you clear the Bluetooth Cache?
        It could be the case that your phone or tablet does not meet the minimum demands to work efficiently with the app. Did you check if the issue also occurs with an other phone or tablet?
        The Pulsator could be damaged, for example from falling. Is there any visual damage or irregularity to the Pulsator?If yes, please clarify in the description below.
        Is the issue occuring with one Pulsator or both Pulsators?If yes, please clarify in the description below.

        Your Pulsator could be defect because of a fall for example.  This could explain why it is making a loud noise compared to the sound it made when you received them. Please contact us through the form below to see if we can repair this.

        If you can not connect with the Headphone, the next few points might help you to make a connection with the Headphone: 

        • Make sure the Headphone is charged with the micro-USB charger. ​
        • Now, press the middle button on the Headphone for 7-8 seconds until a blue and red light starts flashing. This indicates that the Headphone is in pairing mode and is able to make a new connection.
        • Go to Settings on your device.
        • Open the Bluetooth settings.
        • Make sure Bluetooth is turned ON on your device.
        • Search for Bluetooth devices with your phone/tablet. The “EMDR Kit Headphone” should appear.
        • Press on this signal. The Headphone should now connect. 


        Are you still experiencing an issue? Please contact us through the form below and we will respond as soon as possible.

        After sending in the form, we will contact you as soon as possible. Usually, we respond within 1 business day. 

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