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iMotions FAQ & Support

Support

iMotions offers global support, with a response to your issue within 24 hours

We have a satisfaction rating of over 95% from over 600 ratings every quarter, and more than half of support inquiries get an answer in less than 60 minutes.

For questions about hardware integrations, troubleshooting, and support, please visit our Help Center for 400+ articles on using iMotions and biosensors.

If you need personal guidance, please contact support@imotions.com.

Employee Photo Oscar Haven Customer Success Manager

5 FAQ categories

Find answers to your questions below

1. The iMotions Platform

What is the iMotions Platform?

The iMotions software is the world’s only research platform to integrate all kinds of biosensors, allowing for advanced, multi-modal human behavior research and analysis. To learn more about the platform, see our Product page.

How do I install iMotions?

iMotions is available by download and is a desktop application, capable of recording offline, or online with support from cloud-based features. When you become a client, you will receive a welcome email with your license keys needed to download, install, and register your version of iMotions.

What operating systems does iMotions run on?

iMotions is supported on Windows 7, 8.1 and 10 with the latest Service Packs applied (English only). iMotions is currently not supported on Mac or running in a VM.

For PC recommendations and detailed system requirements, click here or you can always contact iMotions Support at support@imotions.com

How do I get started with using iMotions?

The best way to get started with iMotions is to follow the video tutorials available for clients on our Help Center. They walk you through the installation process all the way to exporting data after running a study.

We also offer a full-scale Onboarding process with your dedicated Customer Success Manager, who will teach you step by step how to use the iMotions Platform, from downloading the software & setting up a lab, all the way to being able to build a complete research report. Your Customer Success Manager, product specialists, and the support team are always available to answer any questions you may have while using iMotions.

Do you have a survey tool?

Yes! We offer a built-in survey tool so you can supplement nonconscious responses from biosignals with respondent self-report data. For more on the iMotions Survey tool, explore our Survey page or contact us.

2. Biosensor Hardware

What hardware is iMotions compatible with?

iMotions synchronizes out of the box with more than 50 biosensors that measure eye tracking, facial expression analysis, EEG, EMG, ECG, electrodermal activity / galvanic skin response (GSR), and more. Additionally, our API allows for integration with almost any device. To explore hardware compatibility, visit our Biosensor hardware page.  

Can I connect my own hardware to the iMotions platform?

Yes! Chances are, iMotions already supports the biosensors you use thanks to our partnerships with 20+ top-tier manufacturers like Tobii, ABM, Shimmer, Affectiva, Varjo, Argus Science, Gazepoint, Emotiv, BIOPAC, EyeTech, Neuroelectrics, Empatica, and more. See our Biosensor Hardware page to explore hardware compatibility.

Do you have hardware distributors or resellers across the world?

We distribute our hardware directly through the manufacturers and not through resellers. Shipping is supported to most destinations. You are welcome to contact us with specific distribution questions.

How long does it take for equipment to be delivered?

Generally, please allow up to 3-4 weeks for delivery, but shipping times also depend on the hardware you purchase. Your sales specialist can discuss specific hardware shipment policies with you.

Do you offer warranties?

Since we distribute hardware directly through the manufacturers, the warranties that come with the devices also apply to clients who buy through us. Here is a breakdown of warranties for frequently sold hardware:

Tobii 2 years
Shimmer 1 year
NeuroElectrics 2 years
ABM 2 years
Empatica 2 years
Epiphan 1 year
Gazepoint 1 year
EyeTech 2-year warranty – $0 – Included

3-year warranty – $250

4-year warranty – $400

5-year warranty – $600

Emotiv 6 months

3. Pricing

How much does an iMotions license cost?

Our dedicated sales team will work directly with you to find a subscription solution that satisfies your research needs and module/hardware requirements. For a general breakdown of pricing structures, visit our pricing page, or contact us directly.  

Do you have a free trial version of iMotions available to test?

We do not offer trial versions of iMotions to try. Fortunately, we have dedicated product specialists ready to offer you a personalized, live demo that is customized to your research whenever you’re ready. To request a free live demo, please click here.

Do you offer bundling, package deals, or discounts?

In addition to our basic tiers, our pricing scheme is fully customized based on your industry needs as well as the modules and hardware you require. The best way to inquire about a package that is suited to you is to submit a sales inquiry through our contact form.  

4. Analysis and Data

How is iMotions data stored and exported?

The raw data, received directly from the hardware devices, are initially unprocessed and stored in the background of the iMotions software. Then, in iMotions, the data streams of the various devices are synchronized on a single timeline, allowing researchers to slice-and-dice, annotate, mark up, and more formally analyze the various data streams in relation to each other. Finally, iMotions provides a number of ways to export the data, ranging from the export of the raw, unprocessed data (.txt files) and post-processed data (e.g., after filtering), to quick-and-easy visualizations (e.g., heat maps or video replays) and export of summary statistics (.txt-files).

All data is initially saved locally on the PC and we as a company have no access to your study data. Depending on the license you purchased, you may also have access to our cloud as well as batch processing of mobile eye tracking as well as facial expression data. Both services require you to sign a Data Processor Agreement with us (which you can find after logging on to my.imotions.com). It is your obligation as the data collector to obtain consent from your respondents and inform them about how the data is processed. Studies can be anonymized by excluding face recordings after post processing (as described here on the Help Center), assigning anonymous respondent IDs, and blurring scene/screen recordings with the help of a video editing software. For more on data security, privacy, and terms of service, please reference our Privacy Policy and Terms of Service

5. Computer Specifications

General Requirements

For a downloadable PC Specs document, click here.

  • At least 8GB of RAM
  • Intel i7 processor (generations 3-4 as a minimum)
  • SSD storage (recommended 500GB / 1TB, although dependent on needs)
  • Secondary hard drive (1TB)
  • Nvidia 10 series 4-6GB (generally recommended, although dependent on needs)
  • Screen resolution of 1920 x 1080 pixels is recommended
  • An additional monitor for eye tracking studies
  • An internet enabled network connection (this is required for installation / registration of iMotions)
  • Built-in Bluetooth or an external Bluetooth adapter
  • Windows 10 (64 bit) with latest Service Packs applied (English only)
  • Multiple USB-ports for connecting sensors

Webcam Recommendation

Logitech C920

  • iMotions integrates with all webcams
  • Recommended webcam – Logitech C920

Monitor Recommendations

22″ Monitor – P2214H

  • 22″ monitor
  • Adjustable height
  • Adjustable tilt
  • Great color reproduction
  • Screen resolution of 1920 x 1080 pixels
  • Fits a Tobii mount easily

24″ Monitor – P2419H

  • 24″ monitor
  • Adjustable height
  • Adjustable tilt
  • Great color reproduction
  • Screen resolution of 1920 x 1080 pixels
  • Fits a Tobii mount easily

Desktop Recommendations (average – high-performance)

Dell XPS

  • 8th Generation intel i7-8700 Processor
  • Windows 10 Pro
  • 16 GB / 32 GB / 64 GB DDR4 Memory
  • 512 GB / 2 TB SSD Hard Drive
  • NVIDIA® GeForce® GTX 1060 with 6GB GDDR5 / 8GB GD DR5X Graphics Card
  • Killer 1535 802.11ac 2×2 WiFi and Bluetooth 4.2
  • 9 USB ports (four USB 3.1 Gen 1 ports, one USB 3.1 port, two USB 2.0 ports, two USB 3.1 Type-C ports)

Desktop Recommendations (minimum)

Dell OptiPlex 7050

  • 7th Gen Intel Core i7-7700
  • Windows 10 with latest Service Packs applied (English only), 64-bit
  • A FHD (1920×1080) monitor, up to 24” (see monitor recommendations)
  • 8 GB RAM
  • 256 GB SSD (HDD is recommended as secondary drive, not primary)
  • AMD Radeon R5 430, 2GB Graphics Card
  • 10 USB ports (four 2.0 ports, six 3.1 ports)
  • External Bluetooth adapter has to be ordered separately

Laptop Recommendation (high-performance)

Lenovo P72

  • 8th Generation Intel i7-8850H Processor
  • Windows 10 Pro
  • 15.6 inch display
  • 1TB SSD Hard Drive
  • Memory 32 GB up to 128GB
  • “VR-Ready” Nvidia Quadro P3200 6GB Graphics Card
  • 3 USB ports (3.1)
  • Killer Wireless Adapter

Laptop Recommendation (average)

Lenovo P52

  • 8th Generation Intel i7-8750H Processor
  • Windows 10 Pro
  • 15.6 inch HD display
  • 512 GB SSD Hard Drive
  • Memory 16GB DDR4 expandable to 128GB
  • NVIDIA Quadro P1000 4GB
  • 5 USB ports (three 3.1, and two USB-C)

Laptop Recommendation (minimum)

Dell Vostro 15 5000

  • 7th Generation Intel i7-7500U Processor
  • Windows 10 Pro
  • 15.6 inch HD display
  • 256GB SSD Hard Drive
  • Memory 8GB DDR4 memory expandable to 32GB(sold separately)
  • Nvidia Geforce 940MX 4GB GDDR5 Graphics Card
  • Lightweight
  • 4 USB ports (2.0, 3.0, and two 3.0 ports)