MyDryEye Support & FAQs

Last Updated: 24 Apr 2023

If you're experiencing issues with MyDryEye, have any questions, or would like to make a suggestion, we're here to help.

For immediate assistance, please check our FAQs below to see if your question has already been answered.

If you still need help, please don't hesitate to reach out to us directly. You can contact our support team via email at mark.nattriss@wolffsohnresearch.com. We aim to respond to all queries within 48 hours.

If you prefer to write to us, our postal address is:

Wolffsohn Research

16 Limetree Court Lisburn

Co Antrim

BT28 2WG

We appreciate your patience and understanding, and we'll do our best to assist you as quickly as possible. Your feedback and satisfaction are important to us, and we're always looking to improve MyDryEye. Thank you for your support!

Privacy & Security

At MyDryEye, we take your privacy and the security of your data very seriously. We've implemented measures to protect your information and ensure your peace of mind while using our app.

Privacy Policy: Our Privacy Policy outlines the types of data we collect, how we use it, and the steps we take to protect your personal information. We encourage you to read it to understand our practices. You can find our Privacy Policy here.

Terms and Conditions: By using MyDryEye, you agree to our Terms and Conditions. These terms govern your use of our app and provide important information about your rights and obligations. You can review our Terms and Conditions here.

Data Deletion Policy: If you decide to stop using MyDryEye and wish to have your data deleted, please refer to our Data Deletion Policy. This policy explains how to request data deletion and what happens to your data after your account is closed. You can find our Data Deletion Policy here.

If you have any questions or concerns about privacy and security, please don't hesitate to contact us at mark.nattriss@wolffsohnresearch.com. Your trust is important to us, and we're committed to protecting your information.

How can I delete a treatment or treatment plan in MyDryEye?

Deleting a treatment or treatment plan is straightforward. Here's how: From the home page of the app, scroll down to the 'Treatments' section. Tap on the specific treatment or treatment plan you wish to delete. A popup will appear asking if you want to delete the treatment plan. Confirm your decision to delete. Please remember, once a treatment or treatment plan is deleted, it cannot be recovered. If you encounter any issues while deleting treatments or treatment plans, please don't hesitate to contact us at alec.kingsnorth@wolffsohnresearch.com.
How can I delete my account?

To delete your account, follow these steps: Access Account Settings: Tap the person icon located in the top right corner. Initiate Deletion: Scroll down and select "delete all of your data (including your account).” A confirmation popup will appear. Provide Authentication: If you signed up using social or Apple login: No password is required. If you signed up with an email and password: You'll need to enter your password to confirm the deletion. See the data deletion policy for an in-depth guide of how to delete your account: Data Deletion Policy
How can I check my symptoms using MyDryEye?

Checking your symptoms with MyDryEye is easy and intuitive. Here's how: Navigate to the 'Symptoms' tab within the app. You'll see quick options at the top labeled "Quick", "Normal", and "Comprehensive". Select the one that best suits your needs. Alternatively, you can scroll down to find a specific symptom check you wish to undertake. Once you find it, tap on 'Test'. By regularly checking your symptoms, you can better manage your eye health. If you encounter any issues while checking your symptoms, please don't hesitate to contact us at alec.kingsnorth@wolffsohnresearch.com.
How do I create a MyDryEye account?

Creating a MyDryEye account is simple and straightforward. Here's how you can do it: Go to the 'Sign In' page within the app. You have the option to sign up using your social media accounts, which we recommend for convenience. Simply select the icon of your preferred social media platform and follow the prompts. If you'd prefer to sign up using your email, select the 'Sign Up with Email' button. Enter your email address and choose a password, then select 'Sign Up'. And that's it! You're now ready to start using MyDryEye. If you encounter any issues during the sign-up process, please don't hesitate to contact us at alec.kingsnorth@wolffsohnresearch.com.
How can I track my treatments after I've added them to MyDryEye?

Once you've added your treatments, tracking them is straightforward. Here are a few ways you can do it: Notification Tray: When a treatment notification appears in your notification tray, simply tap it to track your treatment. In-App Tracking: From the home page of the app, you have multiple options to track your treatment. You can tap 'Add Track', the '+' symbol, or any of the numerous buttons available on the home page. A popup will appear where you can select the treatment you wish to track. QR or Barcode Scan: You can also track your treatment by scanning its QR code or barcode again. Regularly tracking your treatments helps you manage your eye health more effectively. If you encounter any issues while tracking treatments, please don't hesitate to contact us at alec.kingsnorth@wolffsohnresearch.com.
How do I add a treatment to the compliance diary?

You can add a treatment in two ways: During Dry Eye Setup: When setting up your dry eye profile, you'll be prompted to add any existing or ongoing treatments. From the Home Page: Click on the "Add Treatment" button. For both methods, after selecting to add a treatment, you'll be directed to a chat interface where you can: Select the type of treatment. Specify the frequency of the treatment. Choose your preferred notification method.
What if I can't find my specific treatment, eye drops, or exercises in the app?

No worries! MyDryEye allows you to add custom treatments. Here's how you can do it: Navigate to the 'Add Treatment' section within the app. Choose 'Select from List'. Then, select 'Add Custom'. Follow the instructions to add your specific treatment, eye drops, or exercises. By doing this, you can ensure that all your treatments are accurately tracked in MyDryEye. If you encounter any issues while adding custom treatments, please don't hesitate to contact us at alec.kingsnorth@wolffsohnresearch.com.