FAQs & Support

Thank you for choosing our ophthalmic equipment. If you have any issues or requests about purchasing, product, or installation, you can find your answers below. Your question is not listed? Then text your local distributor or contact us through the form below.

Order & shipping

How to order a MicroREC?

You can order our microscope recording devices on our website or through our distributors. Before ordering, check out this video:

In what countries do you have distributors?

We have distributors in 16 regions, including the United States, Mexico, Colombia, Peru, Ecuador, Bolivia, Paraguay, Brazil, Uruguay, Argentina, Chile, United Kingdom, Italy, Turkey, and APAC. We continuously add new distributors. You can find the latest list of our distributors here.

Do you ship worldwide?

Yes, we do ship our ophthalmic equipment worldwide, directly or through distributors.

How long does it take before I receive my order?

The overall delivery time consists of fulfillment time, during which we have to prepare your order, and shipping time, required by a carrier to ship your parcel. On average, we deliver all orders in 16 days. Usually, the orders from Europe are delivered most quickly, and some orders from Asia and Latin America may take up to 35 days. You can check out our Shipping Policy for more details.

Can I order a beam splitter or other accessories separately?

Yes, if you’re missing a beam splitter, universal smartphone holder, or any other accessories from our phone microscope adapter, you can order them through our store or distributors.

Product information & compatibility

Are the products CE-approved?

Yes, our ophthalmic equipment is CE-approved.

Are your microscope recording devices produced in Germany?

Yes, our products are designed and manufactured in Germany, with the use of high-quality German lenses and 3D-printed materials.

What is a beam splitter?

A beam splitter is an attachment that captures a beam of light from a microscope and directs it to a smartphone, allowing for medical image recording. Please see this video to learn more.

How do I know if my microscope/slit lamp has a beamsplitter?

The beam splitter is usually located between the binoculars and the optics of the microscope or ophthalmic slit lamp. It has either one or two ports to connect cameras or secondary observers. If you are still not sure whether your microscope has one, you can contact us and share a couple of pictures of your microscope. We will be happy to let you know what type of system you need.

What is a universal smartphone holder?

A universal smartphone holder allows you to use any smartphone with your MicroREC, upgrade or change smartphones, and share your system with doctors who use different smartphone models. You can check more here

How to install a holder?

Watch this video to see how you can assemble and mount your universal smartphone holder or check out our user manual for detailed information.

MicroREC

What are the use cases of the MicroREC?

The MicroREC digitalizes your microscope or slit lamp, enabling multiple applications. Some of them are:

  • Telemedicine: share the image live with other doctors and discuss interesting cases, curate live surgeries in real time or receive advice from your mentors
  • Personal branding: promote yourself by sharing content on your social media, record microscopy imaging to present in congresses, or share it online
  • Self-improvement: review your procedures to improve technique
  • Education: livestream medical imaging to your students or guide wet lab training remotely
  • Remote customer support: if you offer technical support to doctors, you can enable your support team to remotely chat with doctors in the OR
How to install a MicroREC?

Our installation process is pretty easy and doesn't take much time.

Please watch this video to install a MicroREC if your microscope has a beam splitter:
And this one if you ordered a MicroREC kit with our beam splitter.
You can also check out detailed instructions in your user manual.
What is included in the MicroREC kit?

The content of your package depends on whether you order a MicroREC with our beam splitter or if your microscope already has one, and you don’t have a need to order it from us.

Package content in case you order a MicroREC without our beam splitter:
MicroREC without beam splitter
Package content in case you order a MicroREC with our beam splitter:
MicroREC with beam splitter
With what microscopes and slit lamps does MicroREC work?

We offer modular adapters that connect to >90% of microscopic equipment and ophthalmic slit lamps in the market. You can check the list of compatible microscopes and slit lamps on this page

My system does not appear on the compatibility list. Can I still connect the MicroREC?

If your brand does not appear on the list, we cannot guarantee that our phone microscope adapter will connect to it.

OcuREC

What is the difference between the OcuREC and MicroREC?
The MicroREC and OcuREC are both designed to help you capture microscopy imagery without interrupting a surgery and using third-party attachments. Unlike the MicroREC, the OcuREC phone microscope adapter is limited to only capturing images. If you want to record videos too, then use a MicroREC.
What microscopes and slit lamps is OcuREC compatible with?

Our installation process is pretty easy and doesn't take much time.

Please watch this video to install a MicroREC if your microscope has a beam splitter:
And this one if you ordered a MicroREC kit with our beam splitter.
You can also check out detailed instructions in your user manual.
What’s included in the OcuREC kit?

The content of your package depends on whether you order a MicroREC with our beam splitter or if your microscope already has one, and you don’t have a need to order it from us.

Package content in case you order a MicroREC without our beam splitter:
MicroREC without beam splitter
Package content in case you order a MicroREC with our beam splitter:
MicroREC with beam splitter
How to install OcuREC?

We offer modular adapters that connect to >90% of microscopic equipment and ophthalmic slit lamps in the market. You can check the list of compatible microscopes and slit lamps on this page

Software & licence

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What is the MicroREC app?

The MicroREC app is a mobile application that enhances your microscopy imaging recording experience. The MicroREC app provides:

  • Secure data storage for your medical photos and videos
  • Correction for 90-degree rotation introduced by some optical systems
  • Camera controls to better adjust medical image parameters while recording
  • In-app gallery and media player

We are constantly improving the application and adding new features, so we appreciate your requests and suggestions for new functionalities. You can share your feedback here.

Can I still use the MicroREC app if I don’t have the MicroREC kit?

Yes, you do. Earlier we only provided the MicroREC app access to our customers who purchased the MicroREC kit. However, now it’s available to everybody, no matter what hardware you use to take images and videos. It even works if your only software is a smartphone that you point to oculars of your microscope or a slit lamp.

Can I use any smartphone with your ophthalmic equipment?

You can attach any smartphone to your MicroREC or OcuREC with our Universal smartphone holder. To use the app, you have to follow these requirements: iOS 11.0 or later for iPhones, Android 7.0 and up for other smartphones.

Is your software available for iOS and Android?

The MicroREC application is compatible with both iOS and Android and available for download at the corresponding app stores.

Is the MicroREC app free?

Yes, the MicroREC app is free.

Are the pictures and videos saved in my telephone gallery or in the app?

All visual materials you record with our microscope recording devices are collected and stored in the app, separate from your personal files.

What if I change my email address?

You can transfer your account to a new email address. To do so, go to the EDIT PROFILE section in your app, write your new email in the EMAIL ADDRESS section and save changes. After saving, you will receive a confirmation email to ensure your new email is valid. Confirm the new email - and you are good to go.

What if I forget my password?

You can always reset your password by tapping FORGOT PASSWORD on the login page.

Can a MicroREC app be used by more than one person?
You must register and create your account. This account is personal and non-transferable.
I am sharing your phone microscope adaptor with other doctors. Can we all get access to the MicroREC app?

Earlier each microscope recording device kit was coming with a license for the MicroREC app. Now you can use the MicroREC app for free. It means, if you share the MicroREC with other doctors, each of them can download and use the MicroREC app.

What if I change my phone?
If you change your phone, you need to download the app and log in with your email and password. You do not have to register again.

Open-source projects

Are your open-source projects for free?

Yep, totally free. We are on a mission to democratize medical equipment and let you benefit from them without cost. We do appreciate it though if you share information about us as a small thank you for our efforts and to allow more people to get to know about our projects.

How can I get 3D-printed files from you?

Just choose the project you are interested in and fill in your information. We will send you the files through email instantly. Alternatively, you can find our project you’re interested in on Github.

How can I print your files?

We encourage you to do your research and find any 3D-printing company near you to get your files printed and ready for usage. Alternatively, you can purchase ready-to-go printed files on Shapeways.

Maintenance & cleaning

Are there any safety requirements for using your ophthalmic equipment?

Yes, please follow the following rules:

  • Verify the physical integrity of the product before using it.
  • Use it only indoors.
  • Avoid exposure to the elements.
  • Do not store in humid environments and avoid contact with corrosive liquids and materials, and oils.
  • Do not disassemble any parts outside of the user manual specifications.
  • Do not make any alterations to the product. This may disarrange the optical elements and affect the product’s performance.
  • Do not place heavy objects on top of the product.
  • Do not expose the product or any of its components to fire or high temperatures.
  • Do not sit or stand above it.
  • Keep out of the reach of children.
  • Do not use excessive force when assembling the components, they are designed to fit appropriately.
How often shall I clean your ophthalmic equipment?

If your MicroREC or OcuREC is always connected to your equipment, you should take it off and clean the lenses every couple of months. If you disconnect the equipment often, you should increase the regularity of maintenance cleaning to once per month.

How to clean your microscope recording devices?

To do regular cleaning, use a special optics cloth. Do not use any corrosive liquids or materials and oils for cleaning, only pure water in small quantities. Never touch the optics with your fingers. If the product comes into contact with abundant liquid, wipe it immediately with a soft cloth. If the liquid enters an unreachable surface, place the product so that the liquid may exit. Do not touch or directly manipulate the lenses, mirrors, or other optical components with your hands. If you detect spots, dust, or residue, use a soft cloth to clean the lenses.

Do I have to sterilize your equipment?
Our optical systems do not get in direct contact with a patient, and therefore, they do not require sterilization.

Warranty

Do you provide a warranty?

After delivery, if you are not satisfied with the product, you have 14 days to claim a full refund of the purchase (no questions asked). Additionally, all manufacturing issues reported within the first 2 years will entitle for a replacement or a fix at no extra cost.

What are the terms of your warranty?

You can check out our warranty terms and conditions on this page.

How to refund my purchase or claim the warranty?

Make sure you have the following things before you claim your warranty:

  1. Warranty activation card
  2. Original packaging
  3. The receipt of your purchase

If you purchased the product through the authorized distributor

Please contact your distributor and follow their instructions. You can find the list of distributors and their contact information on our website.

If you purchased the product through customsurgical.co

Please contact us at support@customsurgical.co

Get in touch

Send us a direct message for any questions or orders

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