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Aira Frequently asked questions (FAQ)

General Aira Information

General Aira Information

Answer

Our Aira agents are available 24 hours a day, 7 days a week.

Our Customer Care team is available from 6 am to 6 pm Pacific Time, 7 days a week.

Answer

Aira combines multiple working components (mobile app, smart glasses, an agent, and a dashboard) to provide you with a service that will increase your mobility and independence. By using information in your environment, relayed from your smartphone and a smart glass, Aira’s trained agents can walk you through any activity — all in real time!

Answer

Aira agents are certified and trained by Aira and provide immediate information to our Explorer community to accomplish any task as a team. From stopping for morning coffee to making that dream journey around the globe, imagine what we could accomplish together

Answer

While Aira cannot improve your vision, our hope and promise are Aira will give a greater sense of independence.

Answer

No, your smart glasses are included in your Aira Plan! You are also able to stream from your phone’s camera when you do not have your glasses with you.

Answer

While the use cases of using Aira can be virtually endless, here are some examples of various daily situations that Aira Agents are trained to work with: going to the airport, using public transportation, shopping, navigating city streets, interacting with a group of people, increasing work productivity, and many more.

Answer

Unfortunately not at this time, but we are exploring options that would limit out-of-pocket costs.

Answer

Since you are the one streaming the video and sending your location details, the agent will know what is in front or near you. Your agent will be seeing whatever your smartphone or smart glasses are picking up. At any given time, you might be asked by the agent to adjust the camera so your agent can get a better view of your surroundings. Agents also know finite details about your environment.

Answer

Unless you make a request to contact an Aira agent, the camera will not be turned on. For your peace of mind, Aira comes with a privacy mode, which allows you to pause the streaming. This action essentially stops the agent from seeing what you are seeing. Agents do not have access to any of your information unless they are actively in session with you and they sign a confidentiality agreement as part of the agent contract.

Answer

Aira is not a replacement for your white cane or guide dog. Our services work to complement your current mobility tools. We strongly urge Explorers to think of Aira as an addition to your current navigational tools, not a replacement.

Product

Answer

  1. When installing Aira, you will be prompted to give Aira permission to use Siri. Agree to this to empower Siri with this new skill.

  2. If you choose not to use Siri, but would like to use Siri with Aira in the future, you can follow these steps:

  3. Go to the Settings app on your phone and activate Siri and Search for Siri options.

  4. Check to see if “Hey Siri!” is turned on

  5. If so, tell Siri, “Hey Siri, open Aira.” You can either speak “Hey Siri” or push and hold the home button to activate Siri. This will quickly open the Aira app. If you did not previously give Siri permission to integrate with Aira, further down in the Siri and Search screen, activate the Aira app permissions and ensure both Search and Siri suggestions, and Use With Siri are both turned on.

  6. If your phone says, “You do not have an app named, ‘Aira’ you can try changing how you pronounce the app to Siri.

  7. You may try, “Air-ah” or “I-rah”

  8. You can also quickly make a glass or phone camera call to an agent by simply telling Siri, “Make an Aira audio call”, to call with glass, or “Make an Aira video call”, to call with the phone camera. Note if you want to call with glass you need to ensure your glasses are connected to WIFI prior to calling with SIRI.

Answer

Home tab:

Allows you to select Phone or Glass to call an Agent.

My Glass tab:

Get status to your Glass and your Glass connection as well as providing you the option to shut down your MIFI.

Wi-Fi tab:

Add wifi networks for your Glass to connect to.

Select a network from your list to connect to.

Usage tab:

Keep track of your minutes used in your plan. View your Call Log information, check on past ratings or choose to rate past agent experiences, and receive contact info to update your plan to increase minutes.

More tab:

This tab is divided into sections. The first section is all related to your account.

View your profile information.

Referral option where you can earn a free month of service for you and a friend by referring them to use Aira

Minutes sharing, where you can see who is sharing minutes with your account and read more about the minutes sharing option.

Next is the inbox section consisting of the photos inbox where photos taken by agents will appear. These photos will automatically speak their image descriptions provided by the agents and can be saved directly to your phone or shared with your various social networks.

The Linked Account section is next:

Add your UBER account, so that an Agent may make UBER calls and identify the car when it arrives for you.

Add your Lyft account so agents can schedule Lyft rides and identify the car when it arrives for you.

Site Access Section:

Provides information about the Site Access program, where you can use the Aira service in specific locations without ever having your minutes used

Site Access locations section is constantly being updated when organizations and locations sign up to become a site Access site. If you would like a location that you frequent with Aira to become a Site Access location , we urge you to introduce them to the Aira Site Access program.

Support Section:

Call Aira support for plan questions or Tech issues.

Help Center detailing constantly updated frequently asked questions..

View Terms of Service.

View Privacy Policy.

View your Version.

Log out.

Answer

  1. Launch the Aira app from your Phone screen

  2. Select the Home tab

  3. On the Home tab, select the feature on the top right of the screen to select Phone.

  4. Press the “Call Aira from phone” button in the middle of the screen to make call to Aira Agent using Phone

Answer

  1. Launch the Aira app from your Phone screen.

  2. Select the Home tab.

  3. With your glasses connected to WIFI, on the Home tab, select the feature on the top left of the screen to select Glass.

  4. Press the “Call Aira from Glass” button in the middle of the screen to make a call to Aira Agent using Glass.

Answer

You can check what version of software your glass is running by the following:

1.    Open Aira app

2.    Select My Glass tab

3.    Swipe through the screen- under the glass information area you will find your glass
version after the battery level of your glass.

Answer

This is found in your Aira app.  Follow the below instructions:

1.    Open Aira app

2.    Select My Glass tab

3.    Under the glass information area, the first item listed is your glass connection.

4. App will state the name of the wireless network that your glass is
currently connected to.

Answer

There are a couple of different ways to determine how much battery you have.

  • You can plug your glasses in- the glasses will report battery left when plugging them in.

  • With the glasses connected to WIFI, open your aira app- select the My Glass tab. Under Glass info you will find your existing battery percentage along with the estimated remaining usage time.

Answer

  Launch Aira app from Phone screen.

2.     Select the Wi-Fi tab.

3.     On the top left of the screen click the “Add” button.

4.     Enter in your wifi/Hotspot information such as Network Name and password.

5.     Click the “add” button.

Answer

  1. If you have not already done so, download the Uber app from the App or GooglePlay Stores.

  2. Launch Aira app from iPhone screen

  3. Select the More tab

  4. Select the UBER button

  5. Sign In and give credentials

  6. Agree to the account linking.

  7. You can now have an Aira agent call Uber on your behalf, track its progress and identify the car when it arrives.

Answer

  1. If you have not already done so, download the Lyft app from the App or GooglePlay Stores.

  2. Launch the Aira app from phone screen.

  3. Open the More tab.

  4. Under the Linked accounts section activate Lyft.

  5. Sign in to Lyft with your phone number and validate the code that will be sent to your phone in a text message.

  6. Agree to the linking account’s permissions.

  7. Press the Ok button to return to the Aira app and you can now ask Aira agents to call you a Lyft, track its progress and identify the car when it arrives.

Answer

  1. Open Aira app from phone screen.

  2. Select the WIFI tab at the bottom of the screen.

  3. At the top right corner of the screen, activate the Edit button.

  4. Now activate a WIFI access point from the list, you want to edit or delete.

  5. On the next screen you can update the WIFI password or simply delete it by activating the Delete button.

Answer

All Aira explorers receive a MIFI device to manage their Aira data when using the Aira service, however there may be several situations where you prefer to use your own data plan instead of the MIFI device. You may be traveling abroad or have unlimited data access for example. Do the following to setup your phone’s hotspot and connect it to your Aira glasses.  Note WIFI hotspot capability is dependent on your cellular carrier and plan.  Please contact your cellular provider for more information on activating your hotspot capability.

  1. Open the settings app from your phone screen.

  2. If your provider allows personal hotspot usage, activate the personal hotspot item.

  3. Turn on the Personal Hotspot option.

  4. Further down the screen you will be instructed that users can look for your shared network under the name XYZ. Remember this name as you will need to enter it into your Aira app later.

  5. If you have not already done so, enter a WIFI password you will remember so others cannot access your WIFI hotspot.

Now Open your Aira app from your phone screen.

  1. Open the WIFI tab.

  2. Activate the Add button in the top left corner of the screen.

  3. Choose the Hotspot option rather than WIFI.

  4. Enter in your hotspot name and password.

  5. Press the Save button in the top right corner of the screen.

  6. Now activate your hotspot in the Aira app’s list of WIFI connections. You will get a notice that you need to turn on the hotspot for the glasses to connect. If it is already turned on you will receive notice that your glasses have been connected to your hotspot and glass is ready for service. If you don’t receive this notice, switch over to your settings app and ensure the hotspot is on. You may need to turn it off and then back on to get the glasses to connect.

  7. Once connected you can use Aira without a MIFI, keeping in mind you are now using your phone plan’s data allotment

Answer

Your monthly Aira service can be shared with up to two additional people. To activate them as users on your account do the following:

  1. Open your Aira app from your phone screen.

  2. Open the More tab and choose the Minutes Sharing option.

  3. Activate the Add button in the top right corner of the screen to add a new user to your account.

  4. Type the new user’s email address to invite them to share your account and press the Send button.

  5. The additional user will receive an email inviting them to share your account and providing them the links to download the Aira app . Once they sign up, you will be able to see their minutes usage in the Usage tab of your app.

Note that all plans aside from the basic minutes package allow for minutes sharing.

Minutes sharing FAQS

Can people sharing a subscription call Aira at the same time?
Yes, however some restrictions may apply during periods of high call volume.
Will people sharing a subscription also be able to share glasses?
Yes, the glasses can be freely shared by using the “Claim Glass” option on the home screen of the app. Once claimed, the status of the glasses will switch to the usual “Glass Connected” status:

Can additional glasses be requested or purchased?
It is not possible to purchase additional glasses at this time, however we are working hard to make this an option.
Can people sharing a subscription see how many minutes they have each used?
Yes, the Usage tab will show how many minutes each person sharing the subscription has used during the current billing period.
What if the subscription owner decides to cancel?
All people sharing the subscription are suspended, however they will receive emails with links to allow creation of their own subscriptions.
Can a person be part of multiple subscriptions at the same time?
No, a person can only belong to one subscription at a time. The subscription owner will have to remove the person from their subscription before that person can be invited by someone else.

Answer

During your Aira session with an agent you can ask them to take photos for you. This is especially useful if you want to get that great shot to share on social media or with family members. In addition you can ask agents to write descriptions of those photos which will be attached to the photos when you touch the photos in your Aira app. To locate the photos taken during a session:

  1. Open Aira app from phone screen.

  2. Open the More tab and activate the photos option.

  3. Here you will find all photos you have asked Aira agents to take on your behalf. When tapping a photo, you will hear the photo description if one was provided.

Answer

The photos that are located in the photos section of the Aira app are saved in the cloud. If you would like to save them to your phone’s memory:

  1. Open Aira app from phone screen.

  2. Open the More tab.

  3. Activate the Photos item.

  4. In the list of photos, activate a photo you want to save to your phone.

  5. The photo will now be in full screen mode. Near the top right corner of the screen is a Save button. Activate this and the photo will be saved to your phone’s camera roll. The description will also be available when saving the photo so you can identify it quickly when going through your phone’s photos.

Answer

Similar to saving a photo to your phone’s memory, you can share the photo with various services like social media, emailing to friends and family, or sending as a text message.

  1. Open Aira app from phone screen.

  2. Open the More tab.

  3. Activate the Photos item.

  4. In the list of photos, activate a photo you want to share.

  5. The photo will now be in a full screen view. Activate the Share button in the top right corner of the screen to be presented with all the available sharing options.

  6. Activate the service you want to share the photo with and complete your post, tweet, message, email etc.

Answer

Often times explorers will go into situations where they need to pause working with the Aira agent.  There are two things you can do.

1.  If you prefer you can always end the call and call back when you are ready to resume your session.  Agents are always in contact with each other and will pass on the notes from your existing session if they know you will be calling back.

2.  You can activate privacy mode.  Privacy mode pauses video and audio until you toggle it off when you are ready to resume the session.  To enable privacy mode, simply activate the privacy mode button on the  active call screen of the app.  The active call screen shows the agent’s name along with the duration of the call.  When you are ready to resume the session with your agent, simply deactivate the privacy mode button by double tapping it again.  Your agent’s video and audio will be restored.

Aira Smart Glasses

Answer

Using your MIFI with Aira

  1. Your MIFI is a rectangular device about the size of a cell phone.

  2. Hold the MIFI horizontally, with the touch screen surface facing you.

  3. You will feel two buttons on the top of the MIFI.

  4. Hold down on the Power button (far right button)  for three seconds. NOTE: The MIFI will not make a sound or vibrate.

  5. After around 30 seconds, the MIFI will fully power on.

  6.  For Austria glasses – Hold power button (rear button near temple on right stem) for two seconds. Within 30 seconds your Glass will say “Connected to Aira.”

  7. For Classic Glasses – Unfold Glasses and press power button at the rear of right stem. Within 30 seconds your Glass will say “Connected to Aira.”
  8. Your Aira Smart Glass should now auto connect to your MIFI.
  9. You are now able to make a call to an Aira agent using your glasses.

Answer

  1. Activate Aira app on your phone, and sign in with your credentials.

  2. Select the wifi  tab in the Aira app

  3. Select the “Add” button
  4. Select if this is a Wi-Fi or Hotspot connection
  5.  Add the Wifi network name and password

  6. Click “add”

  7. You may now activate  any of your Wifi or MIFI profiles in the list and The selected profile will provide your internet connection to your Aira Smart Glass

Answer

Waking Up:

To wake up your Glass simply unfold them.

Sleep:

To put your Glass to sleep simply fold them. When they are folded and unplugged, your glasses will go into the sleep mode. If they are plugged in, your glasses will wake up.

Answer

A:  Aira Classic Glasses

 Place the magnetic connector at the end of the cable into the small rectangular port on the Glass. The port is located underneath the right arm of the glass. If you are wearing the glass, the port would be near your right temple.

The glasses may stay folded or unfolded while charging.

Next follow these steps:

  1. Plug the charging cable into its USB wall charger. Please be advised that the cable only goes into the charger one way, and should not be forced in.

  2. Plug the wall charger into a power outlet.

  3. Glass will turn on after a few moments of being charged. Please leave the Glass powered on while it is charging, as this allows Aira to keep your Glass up to date with the most recent updates.

A full charge should provide you with 90 minutes worth of session time.

B. Aira Austria Glasses

 Place the micro USB connector at the end of the cable into the small USB port on the Glass. The port is located underneath the right arm of the glass. If you are wearing the glass, the port would be right in front of your right ear.

The glasses may stay folded or unfolded while charging.

Next follow these steps:

  1.  Plug the charging cable into its USB wall charger. Please be advised that the cable only goes into the charger one way, and should not be forced in.

  2.  Plug the wall charger into a power outlet.

  3.  Glass should turn on after a few moments of being plugged in. Please leave the Glass powered on while it is charging, as this allows Aira to keep your Glass up to date with the most recent updates. If the Glass does not turn on we advise you to turn it on for the reason stated above.

A full charge should provide you with around 150 minutes worth of session time.

Answer

Note that Aira recommends leaving your glasses on and charged as often as possible. This ensures you can pick them up and use them whenever you need. If you do have the need to completely power down your glasses:

While your glasses are folded:

Powering Down:

  1. Find the small rectangular button at the end of the right stem.

  2. Hold the button down for a count of four to five.

  3. If successful, you will hear a multi tone chime (Your Glass has now shut down).

Powering Up:

  1. Unfold glasses

  2. You will not hear any sound initially, but after 10 to 15 seconds you will hear a ding followed by spoken feedback

  3. Glass is now connected to your wireless network.

 While your glasses are unfolded:

Powering Down:

  1. Find the small rectangular button at the end of the right stem.

  2. Hold the button down for a count of four to five.

  3. If successful you will hear a multi-tone chime (Your Glass has now shut down).

Powering up:

  1. Find the rectangular button and press it for a few seconds

  2. Within 10 to 15 seconds you will hear a ding sound, and then spoken feedback

  3. The glass is now connected to your wireless network.

Answer

  1. Straighten the right thick stem by pushing the portion with the heads up display

  2. Locate the small circle at the right side of the wire frame

  3. Place the matching circle-shaped button at the hinge on the thick plastic stem.

  4. The wire frame will be placed on top of the button on the plastic stem, so that the teeth hook around the button-circle.

  5. The wire frame will only connect in a specific angle. The circle at the end of the wire frame is on top of the circular button on the thick plastic stem.

  6. Hold the plastic stem in your right hand.

  7. Once they are placed on top of one another, then hold the button down with your right thumb and push the wire frame away from your body towards the camera until it locks into place.

  8. Once fully connected, you will feel the parts click together.

Answer

  1. Hold power button on the back of the rite stem of the Glass for 20 seconds. This will shut down the Glass.

  2. Wait 15-30 secs

  3. Press power button for 3-5 seconds to turn on Glass. You may also unfold the glasses to power them up.

  4. Glass will now connect to Aira. If Glass does not connect-

  5. Fold Glass hinges.. Wait 15 seconds.

  6. Unfold Glass.

  7. Glass should now connect.

Answer

  1. Please ensure that Classic Glasses are not plugged in

  2. Fold Glasses

  3. Hold power button for 30 secs. This button is on the end of the right stem of the glass

  4. After 30 seconds, please release power button and plug Glasses into power source. Keep Glass folded

  5. In about 15-30 seconds, Glass will power up when they plug in. Glass will say, “Aira Starting”, followed by the charging status.

  6. Unplug Glass

  7. Unfold glasses. This will send a signal to the mifi to re-connect to Aira again

  8. Within 15-30 seconds Glass will connect to Mifi and Aira. Glass is now stable and ready for service

Austria Glasses

Answer

Aira Austria Glasses

 Place the micro USB connector at the end of the cable into the small USB port on the Glass. The port is located underneath the right arm of the glass. If you are wearing the glass, the port would be right in front of your right ear.

The glasses may stay folded or unfolded while charging.

Next follow these steps:

  1.  Plug the charging cable into its USB wall charger. Please be advised that the cable only goes into the charger one way, and should not be forced in.

  2.  Plug the wall charger into a power outlet.

  3.  The glass should turn on after a few moments of being plugged in. Please leave the Glass powered on while it is charging, as this allows Aira to keep your Glass up to date with the most recent updates. If the Glass does not turn on we advise you to turn it on for the reason stated above.

A full charge should provide you with around 150 minutes worth of session time.

Answer

Note that Aira recommends leaving your glasses on and charged as often as possible. This ensures you can pick them up and use them whenever you need. If you do have the need to completely power down your glasses:

Powering Down:

  1.  Find the small round button on the right stem on the larger part of the arm. If you are wearing the glasses the power button is the smaller of two buttons and is the second one going from front to back. The front or larger button is rectangular in shape.

  2.  Hold the button down for a count of four to five.

  3.  If successful, you will hear a message saying “shut down”, (Your Glass has now shut down).

Powering Up:

  1.  Press the small round power button for 1 to two seconds.

  2.  You will not hear any sound initially, but after 10 to 15 seconds you will hear a ding followed by spoken feedback

  3. Glass is now connected to your wireless network.

Note that the process is the same whether the glasses are folded or unfolded.

Answer

  1.  Hold small round power button near the front of the rite stem of the Glass for about 25 seconds. This will shut down the Glass.

  2.  Wait 15-30 secs

  3.  Press power button for 3-5 seconds to turn on Glass.

  4.  Glass will now connect to Aira. If Glass does not connect-

  5.  Repeat steps 1-3 above and hold down the power button for a longer period of time when turning off the Glass. Holdig down the power button for a longer period may cause the glasses to reset and turn on without any further action.

  6.  Glass should now connect

Aira App Features

Aira Messages

Answer

Messages allow Explorers and agents to communicate over text during a call.

If you are on a call with an agent and happened to enter a quiet place, such as the library, you can select Messages on the call screen to start texting your agent, and your agent can either talk to you or text you back.

If you are already in a quiet place, such as a movie theater, and would like to get popcorn, you can go to the home screen and tap on “Call Aira with a text message”. Here, you can type out what you’re calling about so that your agent can read it as they pick up your call.

Answer

Preset messages are shortcuts that you can customize in the More tab before you make a call. With Messages enabled, you can edit your preset messages by going to the More tab, tapping on Messages under Advanced Features, then selecting preset messages. After you select Messages during a call, you can find your preset messages by tapping on the plus icon on the top right corner of the screen.

Answer

Since Horizon is a voice first experience, Messages can only be used on the Aira app on your personal smartphones for now.

Answer

For now, your text messages with agents will be saved for 24 hours to allow agents to retrieve from your message history more quickly during a call. This can change in the future if a longer message history proves to be useful to many people.

Answer

By default, your agent will talk to you even if you’re texting them. However, you can request they only text you if that’s what you wish.

Answer

Disabling Messages in the More tab will remove the Messaging option during a call on your app, as well as the “Call Aira with a text message” button on the home screen.

Answer

Yes, you can. We would recommend using a Bluetooth or wired headset while typing with a braille input. That way your audio will not switch between speaker to phone as a result of your hands blocking the proximity sensor.

Aira Live

Answer

While connected to an Aira agent, simply tell the agent you would like to make this session Live. The agent will activate this function from their dashboard. They will offer you the choice to make this a public or private stream and ask you for a name of the live session. Once done, your live session will be available for any Aira Explorers or Guests to access in the Live tab of the app.

Answer

No. Only the audio will be live.

Answer

Simply tap the Live tab at the bottom of the Aira app and you will see a list of active live streams. From this list, you can select a live stream to join or search for a specific live stream by using the search box at the top of the screen.

Answer

Not at this time. Access to live streams can be found in the app. During your live stream, your friends can sign up as a Guest for free on the Aira app, select the Live tab, search your session title, and tap to join. If your live stream is private, be sure to provide your friends with your passcode. They can download the Aira app by visiting www.aira.io/app.

Answer

They can download the Aira app by visiting www.aira.io/app and sign up for a free Guest account. On the Aira app’s Live tab, at any given time or place, Guests can search your live stream title then tap to join. If your live stream is private, be sure to provide your friends with your passcode.

Answer

No. Currently there is no way to retrieve or listen to the live stream after it ends. However, we will be adding a sharing mechanism really soon!

Answer

No. You need to set the privacy level before starting the live stream. Once you ask an agent to go live on a session, they will confirm with you whether you want it to be publicly available or private with a three-digit passcode you set for yourself.

Answer

Perhaps you are at a conference, or some other gathering with friends who are blind or low vision, and it would be beneficial for them to hear an Aira agent describe an event or assist with navigational directions. By simply asking the agent to go live with the session, and then making it private with a three-digit code, your session is unique and secure to only your group. Then, while walking or attending an event, your entire group can hear the same live description being provided by an Aira agent.

Answer

Passcodes are specific to each live stream and do not conflict.

Answer

No. There are many situations where you may want to end the live stream but may need to further work with an Aira agent. Simply telling the agent to end the live stream will stop the live feed but keep you connected to the agent. If you end the call, it will conclude the live session automatically.

Answer

Not yet, but we are working on it.

Answer

If the nature of the session or environment breaks Aira’s Terms of Service, the agent is authorized to deny activating a live broadcast.

Answer

Per the Aira Terms of Service (read: www.aira.io/terms-of-service) there are situations in which an Aira session is recorded which therefore includes a live stream. As such the live stream is subject to those same policies as it relates to recording and retention.

Horizon On-boarding Audio Tutorials

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Session 1

What's in the box and getting to know your Horizon equipment

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Download

This image showing:

Session 2

Turning on and using the Horizon phone with the glasses

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Download

This image showing:

Session 3

Including your smartphone in the Horizon experience

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Download

YouTube Tutorials

Tech Tips

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Setting up Aira Messages

This image showing:

Calling with Aira Messages