Online EMDR 

Your questions answered

Not finding what you need? Please ask us!

Is Online EMDR with Bilateral Base secure?

The Bilateral Base online platform has been designed specifically for EMDR therapy and has been built from the ground up to be reliable and secure. - Our video conferencing tool uses industry leading end-to-end 256 bit encryption to ensure that only you and your client are part of the conversation. -The invitation links that you will send to your clients are all unique and with over 56 billion possible combinations are virtually impossible to guess. -To further ensure that everything stays between you and your client, Bilateral Base does not hold any personally identifiable information about your clients. When you add a client to our client manager tool you also have the option to enter an anonymous identifier instead of their name.

If I have a problem using your Online EMDR or BLS equipment, will you help me?

Yes absolutely we will! We realise that our BLS equipment and online platform will be an important part of your therapy practice and we take supporting our therapist community very seriously. We have members of our team available 24/7 and we’re usually very quick to respond.

When will the Tactile Pods be available for use with online clients?

We understand that being able to offer clients tactile BLS at home is a big reason why therapists want to use our platform and we’re working to make the tactile Pods available as quickly as possible. Coronavirus has caused some delays in getting components to our UK-based factory but we will have these resolved in the next few weeks.

What devices can I use the Online EMDR platform on?

Please see supported devices for more details.

Am I able to share my screen with clients?

Yes, the platform supports screen sharing. Both therapist and client are able to share their screens. This option only becomes available once you and your client are connected. You and your client will find this option in the bottom right corner of your screen.

How do I invite a client to a session?

Invitations can be sent to clients using whatever messaging or calendar service you prefer to use. Within the Bilateral Base platform, select the client invite option. This will copy the invitation to your device's clipboard. You can then paste this information into an email, messaging service or calendar invite to communicate the information to your client. This invitation includes the secure link that the client will use to access the session and ensure that it is confidential and secure.

Can the online platform be used for therapy sessions that do not involve bilateral stimulation?

Yes. Use the switch at the top of the BLS Master Panel to hide BLS controls when not needed.

Are you compliant with HIPAA?

Yes we are. You can download your Business Associate Agreement (BAA) by logging in and selecting 'Settings'.

I'm having trouble connecting my video call or having other issues with the platform.

We find that by far the most common cause of any issues is that you or your client are using an older version of a web browser.

Both you and your client should ideally be using an up-to-date browser to ensure everything runs smoothly. Most web browsers keep themselves up-to-date automatically, but there are occasions where this may not be the case.

One easy option for checking whether you/your client are using an up to date browser is to go to the following website which will immediately show you (at the top of the page) whether the browser is up-to-date. If it is not, the website will provide instructions on how to resolve this.

(Please note that this is a 3rd party application that we have no connection with, however we have used it many times to help customers in the past without any issues)

If updating your/your client's browser doesn't fix the issue then please contact us

We know how frustrating it is when things don't 'just work' and our 24/7 support team will do everything they can to get you up and running as quickly as possible.

How do I cancel my paid subscription?

If you're wanting to cancel your paid subscription, then all you need to do is log into your account, select 'Manage Subscription' and then choose 'Occasional'. This will move you to the free tier and you will no longer be charged. You will still have 5 therapy hours to use each month and will have access to your account in case you decide to use it in the future. If you'd like to completely and permanently remove your account then please message our friendly support team and they will do this for you.