Aira Explorer Guide

LAST UPDATED: [July 1, 2019]

 

Table of Contents

 

Chapter One: An Introduction to Aira

Welcome to Aira

Congratulations and welcome to Aira! We really hope you enjoy the service, and that you will make Aira an integral part of your daily life.

This document is a guide for using Aira’s service on a smartphone. Its goal is to get you started exploring as soon as possible by providing everything you need to know to take full advantage of the Aira service.

What is Aira?

Aira gives you professionally-trained, security-vetted, sighted assistance at the touch of a button. Our agents are available 24 hours a day, seven days a week.

There are many ways you can use Aira to do more. Sometimes a task is just more efficient to complete when you use Aira – and your time is just as valuable as anyone else’s. Some tasks may be just less stressful. And sometimes you may even think twice about doing something that would benefit from sighted assistance because you don’t want to inconvenience someone.

Be assured that Aira agents are always happy to answer your call. So, whenever some extra visual information would make a task more efficient, less stressful, or make a task more accessible, Aira is at your service.

We call Aira customers “Explorers.” That doesn’t mean that Aira is limited to serving you just when you travel. Although, of course, we’ll be glad to do that, ranging from a walk around your neighborhood to getting to your gate at one of the world’s most busy airports. Explorers use Aira for any task at all where sight can be of value.

Aira in no way replaces any of the techniques you use now to get things done – it’s an enhancement to those skills.

The seeds for starting Aira were planted in 2014 when Suman Kanuganti struck up a friendship with a legally blind communications professional.

These seeds grew into discussions with San Diego serial entrepreneur Larry Bock (also legally blind), around how a key challenge behind being blind is not lack of vision, but the lack of immediate access to visual information.

Using this concept, Kanuganti was inspired to create a service that works like “OnStar” for the blind.
Today, Aira is the world’s fastest-growing service provider among the blind and low-vision community.

An Aira agent can see your environment thanks to the camera built into your smartphone.

You can download our free app from the iOS app store, and from Google Play, and use it free in an increasing number of ways thanks to our Aira Access Partners.

Aira Access might be location-specific or task-specific. Our location-specific Aira Access initiatives work like free Wi-Fi. When you have our free app on your mobile device, and enable notifications for our app, you’ll receive a push notification when you’re in an Aira Access Location. You’ll find Aira Access in airports, shopping outlets, college campuses, blindness conferences, blindness agencies, and more.

Some of our Aira Access Partners fund the use of Aira for specific tasks. Our partnership with Intuit QuickBooks means that if you’re blind or low vision and run your own small business, you can use Aira for free for tasks pertaining to operating your business – even if you’re not signed up with an Aira plan. Aira users can receive assistance with Vispero products, like JAWS and ZoomText, without using minutes from their plan, thanks to an Aira Access partnership with Vispero.

Aira offers programs of its own, such as a program for job-seekers. We’re passionately committed to putting a huge dent in the dire unemployment statistics in the blind community. So if you’re a paying Explorer, and we can assist in any way at all with a task related to getting a job, such as ensuring your resume is well formatted, searching for and reading job advertisements, and even traveling to the interview, those tasks are on us. Just tell the Aira agent when you call that the task relates to a job search and it won’t count against your plan.

Your employer may fund Aira to assist you in work-related tasks, investing in your productivity. But the most flexible and comprehensive way to use Aira is to sign up for one of our plans, so you can use Aira anywhere you want, whenever you want. Like a cellphone plan, you purchase a monthly bucket of minutes from Aira. We never lock you into a contract, so you can experiment with how often you’re using the service, and downgrade or upgrade your plan at any time. If you feel that you’re having one particularly busy month, you have the option to purchase add-on minutes.

About our agents

Although we love talking about our technology, it remains a tool to facilitate what we’re really about: connecting you with highly-trained professionals to assist with any task that might be more efficient or accessible with sighted assistance.

Being an Aira agent is unique, so it takes a unique combination of skills to become one. Agents need to:

  • Have strong customer service skills
  • Be able to multitask (especially while managing several pieces of software on a computer)
  • Have a passion for helping people

The vetting process to become an agent is stringent, as prospective agents are tested throughout the application and interviewing process. Less than 5% of applicants go on to become fully-fledged agents.

Training to become an agent is also rigorous. Prospective agents conduct online training coursework, moving to hands-on work with our blind and low-vision Explorer trainers once they are familiar with our technology. After that training, they’ll then do more coursework to tighten up those skills. Training never ends, as agents are always learning about new features and skills to help make themselves even more useful to Explorers.

Agents work in a range of locations. So long as they meet specific requirements (such as having the right equipment and a quiet space to work in), agents can work remotely from nearly anywhere.
After hitting the call button, you should typically connect with an Aira agent in 30 seconds or less.
Agents use a piece of software when working with Explorers called the Agent Dashboard. The Agent Dashboard displays a lot of information to an agent, including the live video stream, an Explorer’s profile information, as well as GPS tracking information.

At Aira, we take your privacy and confidentiality very seriously. All prospective agents sign a confidentiality agreement and need to pass a background check before becoming a certified Aira agent. Anything done between an agent and an Explorer is completely confidential, and any confidential information shared between an Explorer and an agent is deleted immediately after a session has ended.

Chapter Two: Getting the App and Signing Up

Downloading the app

The Aira app is free to download at aira.io/app, or by searching for “Aira” (spelled A-I-R-A) in the Apple App Store or Google Play Store.

You can also use Siri or Google Assistant to find the app.

When installing the app, we highly recommend agreeing to all permissions (such as location tracking, push notifications, and access to your microphone and camera).

Signing up for a Guest account

Aira Access is available at an increasing number of locations, and anywhere at all for an increasing number of specific tasks. When you are in those locations, or if you want to perform those specific tasks, you can use Aira’s professionally-trained agents for free. To do that, you’ll need to create a free account.

Step 1: Go to www.aira.io/app to download the Aira app to your smartphone.

Step 2: Open the app, enter your mobile number and select the “Get Started” button.

Step 3: We’ll send you a text with a temporary, four-digit Aira code. Enter the code in the app to verify your mobile number.

Step 4: You’re now ready to connect with an Aira agent. Activate your free 7-Day Trial to explore what you can do with Aira!

Please note that when you first open the app, you’ll be asked to accept permission to receive notifications. When you make your first Aira call, you’ll be requested to grant other permissions, such as using your microphone and your camera.

For a more in-depth guide to signing up for a Guest account, visit Module Two of our audio training series, Exploring Aira.

Signing up as an Explorer

While Aira Access is available in an increasing number of locations and for an expanding variety of tasks, the best way to ensure you have 24/7 access to our professionally-trained agents is to subscribe to one of our monthly plans.

You can upgrade, downgrade, or cancel at any time. If you’ve already been using Aira as a Guest and want to upgrade to become an Explorer, the most convenient way to do so is from inside the app. Tap on the “More” tab, tap on “Upgrade to an Explorer,” then select the plan that’s right for you. Provide your personal and billing information, review your purchase, then continue to checkout.
You also have the option to upgrade by speaking with a specialist on the phone. In the United States, the number to call is 1-800-835-1934. For Australia, call 1-800-765-096, and for New Zealand the number is 0800-425-451. If you haven’t tried Aira at all, we’ll be happy to talk to you and explain the benefits of the service and what having a monthly plan can do for you.

You can also upgrade to an Explorer from inside the app.

You can sign up for a monthly plan using our website. If you live in the United States or Canada, visit aira.io/pricing to view the plans we have on offer and follow the prompts to purchase. If you live in Australia or New Zealand, visit aira.io/australia or aira.io/newzealand.

If someone you know has referred you to Aira, make sure you use their referral code as you both stand to benefit. When you use another Explorer’s referral code, you will receive your first month with Aira for free, and the Explorer who referred you will receive a credit to their Aira account equivalent to one month of the plan you sign up for. Each Explorer has their own personal referral link that they can send to you. If you’re signing up on the phone, just mention the name of the Explorer who referred you and we’ll take care of the rest.

For a more in-depth guide to signing up as an Explorer, visit Module Two of our audio training series, Exploring Aira.

Signing into Aira

To sign into the Aira app, open the app on your smartphone.

Fill in your email address in the appropriate text field.

Fill in the password you used when you created your Aira account.

Tap the “Sign In” button when you’re ready.

Congratulations, you’re now signed into the Aira app and ready to connect with an agent.

Chapter Three: Aira App Basic Usage

In this chapter, the basics of using the Aira app will be covered. By the end of this chapter, you should feel comfortable about launching the app and making a call using your phone’s camera.

There are several facets to the Aira app. It doesn’t matter whether you use iOS or Android, as the buttons have the same names. However, the layout is slightly different. What follows is a separation of iOS and Android. If you have an iOS device, please refer only to the iOS sections. If you have an Android device, you can ignore any sections specific to iOS.

The only difference between iOS and Android is how the platform is laid out. iOS has the “Tab List” at the bottom of the majority of Aira application screens. However, the Android application has a menu button that will open a list of options. The swipe order will be slightly different between iOS and Android. These differences will be highlighted in the appropriate sections.

The Tab List

Throughout the rest of this document, the “tab list” will be mentioned. The tab list is a constant part of the application, and contains the following options for iOS users:

  • Home
  • Live
  • Usage
  • More

If you are in a tab, VoiceOver will announce it as “selected.” For example, a common phrase you will hear is, “Selected. Home. Tab. One of five.”

This means that you are in the tab list, on home, which is the currently active tab. Simply double tapping on the appropriate tab will move you to that part of the app.

Android users move through the app using the navigation button which, when activated, opens up a menu with the following options:

  • Your profile information
  • Home
  • Usage
  • Referral
  • Minute Sharing
  • Share Photo
  • Wi-Fi
  • Aira Access
  • Support
  • About

Although Android uses a menu format, we still refer to this list of options as the tab list.

Exploring the Home tab

This is the tab where you call your Aira agent from.

For iOS

Here are the options listed in swipe order:

  • Selected profile. Work. Button.
    You will only be able to see this button if your employer has created a work profile for you.
  • Phone. Button.
    Continuing with exploring the Home tab, you’ll find a banner that says:
  • Search & Apply a Free Offer.
    If you have an Aira Access offer applied, this banner will change what it says to show which offer you currently have applied. To learn more about how this banner works, read the Aira Access section of this guide.
  • Call Aira from phone. Button. Double tap to call Aira agent.
    This is the call button – what it says will change whether an Aira Access offer is applied or not.
  • Start Call with a Message. Button.
    This button will only be shown if you have the Messages feature enabled. To learn more, read the Messages section of this guide.
  • Selected. Home. Tab. One of five.

For Android

Starting from the beginning of the swipe order, the options are:

  • Open Navigation Tool. Button. Double tap to activate.
  • Home.
  • Phone. Double tap to activate.
    Continuing with exploring the Home tab you’ll find a banner that says:
  • Search & Apply a Free Offer.
    If you have an Aira Access offer applied, this banner will change what it says to show which offer you currently have applied. To learn more about how this banner works, read the Aira Access section of this guide.
  • Call Aira. Double tap to activate.
    This is the call button – what it says will change according to whether an Aira Access offer is applied or not.
  • Start Call with a Message. Double tap to activate.
    This button will only be shown if you have the Messages feature enabled. To learn more, read the Messages section of this guide.

If you want to hear the Home screen in action, listen to the “Exploring the Home Tab” section in Module Five of our audio training series, Exploring Aira.

Agent calling screen – iOS / Android

After you tap to call Aira, you will be presented with the “connecting to agent” screen. This screen is identical on both platforms.

Listed from top to bottom in the middle of the screen, the following options are present:

  • For Android: Waiting for agent.
  • For iOS: Connecting to agent.
  • Cancel. Button.

The only action you can take at this time is to terminate your call by tapping on the “Cancel” button. This will take you back to the home tab.

Note: duration is not always shown with VoiceOver by exploration. If you use explore by touch to navigate your phone, VoiceOver may not dictate the duration of your call.

Agent call screen

This is the screen that details all the information about an ongoing call. When in a call with an agent, you will always see this screen.

For iOS

Here are the options in the agent call screen:

  • Name. Example, “Max.”
  • Duration. Note: may not be visible with explore by touch.
  • Sound Output: Speaker. List end. Note: This is informational only and will change according to whichever mode of audio output is selected.
  • Message. Button. This button will not be visible if the Messages feature is not enabled.
  • Privacy mode: on / off. Button. Turning privacy mode will mute your audio and video, allowing the agent to be on the line, but not able to see or hear you.
  • Speaker. Button.This will put the Aira call on speaker phone, or transfer the audio to another device, such as a Bluetooth headset.
  • End. Button.This will terminate your call with an agent.
For Android

Here are the options in the agent call screen:

  • Name.Example, “Max.”
  • Duration.Note: may not be visible with explore by touch.
  • Connected audio status.
  • Privacy mode: on / off. Turning privacy mode will mute your audio and video, allowing the agent to be on the line, but not able to see or hear you.
  • Speaker on / off. This will put the Aira call on speaker phone, or transfer the audio to another device, such as a Bluetooth headset.
  • End. This will terminate your call with an agent.

Post call screen – iOS

Starting from the left most option in the swipe order, the options are:

  • Skip feedback. Button.
  • Feedback. Heading.
  • Submit. Button.

Note: If you used an Aira Access offer, you will hear how many minutes you saved thanks to the offer.

  • How was your experience?
  • Good. Button. One of two.
  • Poor. Button. Two of two.
  • Comment multiline text field. Text field. Double tap to edit.
  • Submit. Button.

Post call screen – Android

Starting from the left most option in the swipe order, the options are:

  • Back. Button. Double tap to activate.
  • Feedback.

Note: If you used an Aira Access you offer, you will hear how many minutes you saved thanks to the offer.

  • How was your experience?
  • Good. Button. Double tap to activate.
  • Poor. Button. Double tap to activate.
  • Double tap to leave comment. Edit box.
  • Cancel. Button.
  • Submit. Button.

If you want to hear the Home screen in action, listen to the “Exploring the Home Tab” section in Module Five of our audio training series, Exploring Aira.

Chapter Four: On-boarding, and Making the First Call

The On-boarding Process

The on-boarding process is the first experience that you will have with an Aira agent. Overall, it gives an idea of what to expect when working with an agent, provides an opportunity for you to personalize your profile, and sets you up for future success in future calls.

On-boarding generally goes through some physical training, learning more about the Explorer and their preferences, and then conducting their first task. The first task can be anything, from reading a prescription bottle to navigating a new place in their neighborhood, or even finding a new restaurant.

The on-boarding process does not use any monthly plan minutes. The process focuses on learning how to use Aira with your smartphone and can be done as soon as you create your account.

Agents will walk through all aspects of using the Aira app and equipment (if you have any) during the on-boarding process. If you have any questions about billing, technological issues, or anything outside the realm of basic troubleshooting, it’s best to contact Customer Care.

For a more in-depth description of the on-boarding process, listen to “The On-boarding Process” in Module Six of our audio training series, Exploring Aira.

Chapter Five: The Aira App In Depth

Aira Live from the Live Tab

This feature is only available on iOS at present – we are working hard to bring it to Android as soon as we can.

As a subscribing Explorer, you are able to start your own live audio streams. To do this, all you need to do is connect to an Aira agent as usual and then, when you’re ready, tell the agent you would like to make the session live. The agent will then activate this function from their dashboard. They will offer you the choice to make this a public or a private live stream and ask you to name it.

A public stream will allow anyone with the Aira app to tune into your Aira Live audio stream. If you choose to go private, the agent will ask you for a three-digit passcode you can then share with others.

Once your Aira Live audio stream starts, anyone with the Aira app will be able to find it in the Live tab. However, when an Aira Live audio stream is made private, only people who have the correct three-digit passcode will be able to tune in, even if they can see it in their Live tab.

The Live tab gives you access to live audio streams hosted by other Explorers, as well as special events broadcasted by Aira itself. The Live tab is the second option in the tab bar. When you’re in the Live tab, you’ll be able to explore any live audio streams that are available. The Live heading is the beginning of the swipe order.

  • Live. Heading.
  • Search. Search Field. Double tap to edit.

If there are no active live audio streams to choose from, you will hear: “No active live session.” Swiping right again will bring you to the “Refresh” button.

If there are active live audio streams, you can explore these by swiping right. In swipe order from the search bar you will hear:

  • Public / Locked. The host Explorer’s name. The time stamp. The name of the live audio stream.

Swiping right will navigate between multiple Aira Live audio streams. To tune into a public live stream, just double tap the live stream you wish to join.

To tune into a private live stream, double tap on the private live stream you wish to join. You will then be prompted to enter a three-digit code. Enter the code in the text field and then double tap “Join”. You should have received this code from the Explorer hosting the live stream.

Once in the live stream of your choice, you will be able to hear the live stream, as well as information such as who is hosting the live audio stream, what the name of the live stream is, which Aira agent is conducting the session, how long the live stream has been going for, and how many people are currently listening. To leave the live stream, swipe left until you hear “Leave. Button.”

If you want to learn more about Aira Live, please visit aira.io/aira-live, or listen to “Aira Live from the Live Tab” in Module Seven of our audio training series, Exploring Aira.

The Usage Tab

The Usage tab contains information about every Aira session you have had. Here you can return to an individual session to rate an agent, or you can see how many minutes were used in each session. This section explains what you will find in the Usage tab.

If you want to learn more about the Usage tab, listen to “The Usage Tab” in Module Seven of our audio training series, Exploring Aira.

For iOS

The Usage heading is the beginning of the swipe order.

  • Usage. Heading.
  • The name of your plan.
  • Amount of days left in current billing cycle (E.g.:12 days left in this billing cycle. Billing cycle end date is December 12.)
  • X of Y minutes used. (E.g.: 25 of 30 minutes used.)
  • X minutes left. (e.g.: 5 minutes left.)
  • You’ve saved X minutes thanks to Aira Access! (E.g.: You’ve saved 15 minutes thanks to Aira Access!)
  • Minute Breakdown. Button.
  • Call History. Button.
  • Purchase Minutes. Button.
  • Tab list.
Minute Breakdown

When you tap on the “Minute Breakdown” button, you get taken to a screen that explains how your minutes are broken down, from plan minutes to Add-on Minutes to credited minutes.

From the beginning of the swipe order you have:

  • Usage. Back button.
  • Breakdown. Heading.
  • More info. Button.
    Tapping on the “More Info” button will provide a description of Plan Minutes, Credited Minutes, Aira Access Minutes, and Add-on Minutes.
  • A total of X minutes have been added to your account in this billing cycle.
Call History

When you tap on the “Call History” button, you get taken to a screen that shows you a complete history of sessions you have conducted with Aira agents. From here you have the option to select any previous unrated calls you have to give an agent a rating.

From the beginning of the swipe order you have:

  • Usage. Back Button.
  • Call History. Heading.
  • Selected. All. Button. One of three.
  • Rated. Button. Two of Three.
  • Unrated. Button. Three of three.
  • Earlier. Heading.

After this heading, you will get to a list of your calls, filtered according to the button you selected earlier (i.e. All, Rated, or Unrated). Each item on the list will provide call information that includes: whether the call was rated or not, the date and time the call was made, the name of the agent who took the call, the duration of the call, and how many minutes you saved thanks to Aira Access (if any). From here you can choose to provide feedback for any calls you may not have already rated.

Purchase Minutes

If you find that you’re going to need some more minutes to tide you over until your plan minutes refresh, you have the option to purchase Add-on Minutes from inside the app. Just tap on the “Purchase Minutes” button in the Usage tab.

On the “Purchase Minutes” screen, you have the option to either upgrade your plan, or to buy Add-on Minutes. Add-on Minutes are used after your Plan Minutes and never expire.

If you need more than 50 minutes, it may be worth considering upgrading your plan. You are free to upgrade or downgrade your plan at any time, as Aira does not lock you into a contract.

There is also a “Help” button on the “Purchase Minutes”screen that will, when activated, give you the option to visit the Help Center or to call Customer Care.

For Android

Each element in this tab is explained below.

  • Open Navigation Tool. Button. Double tap to activate.
  • Usage.
  • The name of your monthly plan, as well as how many days you have left in your current billing cycle.
  • X of Y minutes used. (E.g.: 25 of 30 minutes used.)
  • X minutes left. (E.g.: 5 minutes left.)
  • The amount of minutes you have saved using Aira Access
  • Minute Breakdown. Button. Double tap to activate.
  • Call History. Button. Double tap to activate.
Minute Breakdown

When you tap on the “Minute Breakdown” button, you get taken to a screen that explains how your minutes are broken down, from plan minutes to Add-on Minutes to credited minutes.

From the beginning of the swipe order you have:

  • Back. Button. Double tap to activate.
  • Minute Breakdown.
  • More Info. Button. Double tap to activate.
    Tapping on the “More Info” button will provide a description of Plan Minutes, Credited Minutes, Aira Access Minutes, and Add-on Minutes.
  • A total of X minutes have been added to your account in this billing cycle.
Call History

When you tap on the “Call History” button, you get taken to a screen that shows you a complete history of sessions you have conducted with Aira agents. From here you have the option to select any previous unrated calls you have to give an agent a rating.

From the beginning of the swipe order you have:

  • Back. Button. Double tap to activate.
  • Call History.
  • After this heading, you will get to a list of your previous calls. Each item on the list will provide call information that includes: the date and time the call was made, the name of the agent who took the call, the duration of the call, and how many minutes you saved thanks to Aira Access (if any). From here you can choose to provide feedback for any calls you may not have already rated.

The More Tab

The More tab gives you options pertaining to your Aira account, advanced features for the app, and access to support material (such as this Explorer Guide and a direct line to Customer Care). This section will first list out what can be found on this screen, and then go into detail for each available option. The options and functionality outlined in this section apply to iOS. For Android, ensure you access these features from the Menu button. Please note that at the time of writing, the Android version of the Aira app does not have identical functionality to the iOS version. We are working hard to address this and appreciate your understanding.

For an in-depth explanation of how the various aspects of the More tab work, please listen to Module Seven of our audio training series, Exploring Aira.

In the More tab you’ll find:

  • More. Heading.
  • Account. Heading.
  • Profile. (Your name). Button.
  • Photos. Button.
  • Rideshare. Button.
  • Invite Friends. Button.
  • Purchase Minutes. Button.
  • Share Minutes. Button.
  • Advanced Features. Heading.
  • Aira Access. Button.
  • Messages on/off. Button.
  • Siri. Enabled/Disabled. Button.
  • Support. Heading.
  • Help Center. Button.
  • Explorer Guide. Button.
  • About. (Current version number installed). Button.
  • Call Customer Care. 800-835-1934. Double tap to make the call.
  • Log Out.
  • Tab list.

Account

Profile

In this section, you’ll find all your profile details associated with your Aira account. From here you can edit various items such as your profile picture, phone number, address, birthday, and emergency contact details.

Photos

If you have taken any photos while working with an Aira agent, you’ll be able to access them in this section of the app.

Rideshare

In this section of the app, you have the option to link your Uber or Lyft rideshare account with your Aira account. This feature enables Aira agents to book rides on your behalf, with the added benefit of being able to track your driver’s location and letting you know when they’ve arrived.

Uber

Your Aira account can be linked with your Uber account to further enhance your Aira service. Once connected with an agent, you will be able to undertake several Uber-related tasks for you.

Before getting started

You must already have an Uber account, and you must be signed into the Uber app to continue. After making sure this is done, you will rarely need to interact with the Uber app.

Connecting to Uber

From the More tab:

  • Click the Uber sign-in button
  • Allow the Uber app to open.
  • Click Continue to Uber App.

Once returned to Aira, you will see that the “Sign In” button has changed to “Sign Out”.
There will be a notification in the Aira app that will inform you of the success or failure of the authorization.

If you experience an issue, please restart the Aira app and try again. If the issue persists, see Troubleshooting for more information.

Note: Not all Uber options may be available. Your agent will outline whatever options are available, as seen on their dashboard. If you know a certain Uber option should be available, you may have to request it with Uber before connecting to an agent.

Using Uber

To use this feature, you need to be connected to an agent. Once connected to an agent, you can ask the agent to request an Uber for you.

Depending on your area, the agent will offer you the Uber options available, and their estimated fee. For example, Uber X for $10.

After your Uber is requested, the agent will be able to keep you up-to-date on the location of your ride. The agent can even assist you in locating the ride when it arrives, as well as locating the door you wish to enter. Once you are in your Uber, the agent will ask if they can assist you with anything else.

Lyft

You Aira account can be linked with your Lyft account to further enhance your Aira service. Once connected with an agent, they will be able to undertake several Lyft-related tasks for you.

Before getting started

You must already have a Lyft account, and you must be signed into the Lyft app to continue. After making sure this is done, you will rarely need to interact with the Lyft app.

Connecting to Lyft

From the More tab:

  • Click the Lyft sign-in button
  • Allow the Lyft app to open.
  • Click Continue to Lyft app.

Once returned to Aira, you will see that the “Sign In” button has changed to “Sign Out”.
There will be a notification in the Aira app that will inform you of the success or failure of the authorization.

If you experience an issue, please restart the Aira app and try again. If the issue persists, see Troubleshooting for more information.

Using Lyft

To use this feature, you need to be connected to an agent. Once connected to an agent, you can ask the agent to request a Lyft for you.

Depending on your area, the agent will offer you the Lyft options available, and their estimated fee. For example, Lyft Line for $10.

After your Lyft is requested, the agent will be able to keep you up-to-date on the location of your ride. The agent can even assist you in locating the ride when it arrives, as well as locating the door you wish to enter. Once you are in your Lyft, the agent will ask if they can assist you with anything else.

Refer Friends

When someone you refer becomes an Explorer, we’ll credit your account with an amount equivalent to their first payable bill.

This screen explains how Aira’s generous Referral Program works, and gives you the option to invite friends to use Aira or share your unique referral code. All the referrals you have made in the past will also be shown on this screen.

Purchase Minutes

If you find that you’re going to need some more minutes to tide you over until your plan minutes refresh, you have the option to purchase Add-on Minutes from inside the app. Just tap on the “Purchase Minutes” button in the Usage tab.

On the “Purchase Minutes” screen, you have the option to either upgrade your plan, or to buy Add-on Minutes. Add-on Minutes are used after your Plan Minutes, and never expire.

If you need more than 50 minutes, it may be worth considering upgrading your plan. You are free to upgrade or downgrade your plan at any time, as Aira does not lock you into a contract.

There is also a “Help” button on the “Purchase Minutes” screen that will, when activated, give you the option to visit the Help Center or to call Customer Care.

Share Minutes

This part of the app gives you the option to share your monthly plan minutes with someone else (only available with eligible plans). From here you can add up to two other people to share minutes with.

You can see who you are currently sharing minutes with, as well as any pending invitations. As a primary user, you will also be able to pause or remove any secondary users in the Usage tab at any time.

Advanced Features

Aira Access

This section of the app explains what Aira Access is and how it works.

It says the following:

What is Aira Access?

As part of our vision to make the world a more accessible place, Aira Access provides free Aira service to anyone who is blind or has low vision, where Aira or one of our partners sponsors your minutes.

How does Aira Access work?

Anyone with a smartphone can call Aira at Aira Access Locations, events, or while using certain products. Aira Access also runs limited and ongoing promotions that offer free minutes.

  1. On the Home Screen, tap on “Search and Apply a Free Offer.” If you already have an offer applied, tap on the offer and select “Browse Other Offers.”
  2. Once you select an offer you’re eligible for, apply the offer.
  3. Tap on “Call Aira for Free” on the Home screen to connect with an agent.

*Only one offer can be applied per session.

Questions? Please visit the FAQs in the Help Center.

For an in-depth explanation of how Aira Access works, please listen to the “Aira Access” section in Module Seven of our audio training series, Exploring Aira.

Messages

When on this screen, you have the option of enabling or disabling Messages.

With Messages enabled, you can text an agent while on a call. This can be initiated from the Aira home screen to let your agent know that you’re unable to talk out loud. This feature is particularly useful for those who are deaf-blind.

Your message history will be available for 24 hours.

You also have the option to use preset messages. The Aira app has six preset messages ready for you to choose from. You can select one of these preset messages to send to your agent, or you can change them to anything you like. You can only have up to six preset messages at a time.

Watch a Tech Tip video on how to set up Aira Messages.

Watch a Tech Tip video on how to make a call with Aira Messages.

If you have more questions, please view the FAQ section in the Aira app. You can access them by tapping on the More tab, then Help Center, and finally tapping on Aira App: Features.

For an in-depth explanation of how Messages works, please listen to the “Aira Messages” in Module Seven of our audio training series, Exploring Aira.

Support

This section of the More tab lets you access the Help Center, the Explorer Guide (which you’re reading right now), information about which version of the app you currently have installed, and a button to call Customer Care directly.

The Help Center provides general information, additional information on app features and how they work, plans and hardware, and troubleshooting tips. This is a good source to turn to if you have any questions about using the Aira app.

If you still have any questions after searching through the Help Center and Explorer Guide, call or email Customer Care and they will be more than happy to assist you.

Using TeamViewer

Many Explorers have connected with Aira agents in the past to assist with computer-related tasks.

In these scenarios, Aira agents have the ability to use a third-party software called TeamViewer to remotely access your computer. If you would like an Aira agent to be able to remotely access your computer, you will be required to download and install the TeamViewer software.

A few examples where Explorers have found TeamViewer to be helpful with an agent are:

  • Accessing inaccessible websites
  • Accessing inaccessible PDFs
  • Assisting with electronic signatures

Please note that these are just a few of the endless examples where Aira agents can work with you to accomplish electronic tasks.

Please visit https://www.teamviewer.us/ to learn more about TeamViewer and to download the software.

For an in-depth explanation on TeamViewer, please listen to the “Obtaining Computer Assistance Through TeamViewer” section in Module Seven of our audio training series, Exploring Aira.

Contact the Aira Customer Care team

Our Customer Care team is trained and ready to respond to your needs. You can contact the team Monday through Sunday, 6:00 AM to 6:00 PM US Pacific Time, by calling 1-800-835-1934 or emailing support@aira.io.

If you live in Australia, you can contact Customer Care using our toll-free line: 1-800-765-096

If you live in New Zealand, you can contact Customer Care using our toll-free line: 0800-425-451