Troubleshoot the fit of your loupes

Who is filling this in?

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Trouble with your loupes? Let’s fix it.

Answer a few short questions. Our team will tell you what is wrong and how to fix it.

About 4 minutes Quick and short

Let’s get your loupes right.

Here is a summary of your details. Please check that everything is correct, and update it if anything needs changing.

Need to change something? Open the details.

Practitioner details

With the country code — this is how the link reaches them.

About you

Fill these in, then send the practitioner the link below. They only have to describe the problem.

Your distributor already filled this in. If anything looks wrong, tell us in the description below and we’ll correct it.

The loupes

From the order — every measurement on the next screens is compared against it.

Your headlight

The model name is printed on the battery pack or the light body.

Your Flamingo

The device running the Flamingo app.

Your prescription

Loupes are built around your correction, so this has to come from you.

Internal sits in the optics. External sits on the clear carrier lens around them.

Purchase details

Approximate is fine.
Filled in by Admetec from the order, before the link goes out.

Send it to the practitioner

The link carries everything entered above. The practitioner opens the form already filled in and starts at “Description of the problem”.

Description of the problem

Please tell us as much as you can about what you are experiencing with your loupes.

What is wrong with your loupes?

Select everything that applies.

ShadowsA dark area, crescent or vignette inside the field of view.
Working distanceYou have to sit closer or further than the distance you ordered.
Double imageTwo slightly different images at once, or blurring / eye strain.
Something elseComfort, weight, the frame, a mechanical problem — anything not listed above.

Your headlight

Select everything that applies.

It doesn’t turn onNothing at all, or it turns on and cuts out.
Dim, flickering or unevenWeaker than it was, pulsing, or the colour has changed.
Battery or chargingRuns out quickly, won’t charge, or the charger light behaves oddly.
The beam is offNot where you’re looking, shadowed by the loupes, or the wrong shape.
Mount, cable or switchThe clip is loose, the cable is damaged, the button doesn’t respond.

Your Flamingo

Select everything that applies.

Power or batteryWon’t switch on, shuts down, or the run time has dropped.
Wi-Fi or the appThe app can’t find it, the stream drops, or it won’t pair.
The imageBlurry, badly framed, wrong colour, or not aimed where you’re working.
Recording or filesRecording fails, files are missing, or they won’t export.
The built-in lightThe integrated headlight side of the Flamingo.

Your eye prescription

Select everything that applies.

My vision has changedMy prescription is different from when I ordered the loupes.
The correction in the loupes seems wrongIt never felt right, or one eye is clearly different from the other.
Around the loupes, not through themThe screen, your assistant or the room is blurry while the loupes are fine.
I want to add or update a correctionAdding correction to loupes that don’t have one, or updating what’s there.

Before you start

Put your loupes on and make sure:
  1. Nose pads resting on the bridge of your nose.
  2. Temple arms resting on your ears.
  3. Lanyard snug, so the frame sits as close to your eyes as it normally does.

3 · Double image

Set it up — one minute:
  1. Draw the letter A on a piece of paper.
  2. Hold the paper at your ordered working distance.
  3. Look at the A with both eyes open.

Which of these looks like what you see?

Please, choose the number of #picture that can describe your visibility issue. (You can choose up to two.)

You can pick up to two pictures — unselect one to choose another.
1 AA Two A’s overlapping, one above the other
2 AA Two separate letters, side by side
3 A single round field, no shadow and no doubling
4 Nearly merged, narrowed in the middle
5 Two separate circles with a small overlap
6 A clear lens shape where the two cross
7 Almost one circle, just a rim showing
8 Two circles overlapping, one above the other

1 · Shadows

Mark where you see the shadow.

Pick every setting where it shows. Answer below for one setting at a time — tap a setting to switch to it.
Check it eye by eye — 30 seconds:
  1. Look at something at your normal working distance.
  2. Close one eye. With the other eye open, move your hand around the field — left, right, up, down.
  3. Note where the dark area sits: bottom, top, toward your nose, or toward your ear.
  4. Repeat with the other eye, then mark each one below.

Try this first — it takes about a minute

Watch the fitting video

That’s it — the adjustment fixed it

Nine out of ten shadow reports are a positioning issue exactly like this one. Please carry on and send the form anyway: it takes a moment, and it means Admetec has the record — so if it comes back, the history is already here and nobody starts from scratch.

2 · Working distance

Pick every setting where it shows. Answer below for one setting at a time — tap a setting to switch to it.
How to measure
Watch the video ↗ or follow the steps:
  1. Put your loupes on and sit or stand in your usual, comfortable working position.
  2. Take a measuring tape.
  3. Once you feel comfortable in your working position, measure the distance from the object you’re working on to the outer corner of your eye (not to the loupes).
  4. Enter the measurement below, in centimetres.
How to measure the working distance
Enter both eyes to compare

3 · Double image

Pick every setting where it shows. Answer below for one setting at a time — tap a setting to switch to it.
A

Is it sharp?

At your working distance, is the A sharp — can you read fine detail on it?

Move the paper closer and further away until the A becomes sharp.

At that sharp distance, do you see one A or two?

AOne A
AATwo, side by side
AATwo, one above the other
Nothing more to do here — the focus matches what you ordered.
B

One A, or two?

At your working distance, how many A’s do you see? Sharpness does not matter here — blurred is fine, just count the letters.

AOne A
AATwo, side by side
AATwo, one above the other

Move the paper closer and further away until the two A’s either become one, or at least sit level — side by side on the same horizontal line, with no one-above-the-other offset. Again, ignore how blurred it looks.

One A at your working distance — the convergence is correct.

Something else

Tell us what you’re experiencing and we’ll route it to the right person.

Please attach a good-quality photo of the issue, together with the PDF you will send. A sharp, well-lit picture of the part in question is what lets us see the problem.
Please attach a short video and photos of the issue with the product, together with the PDF you will send. Scratches, cracks and fogging cannot be judged from a description — we need to see them to tell whether it is cleanable, a coating fault, or a replacement. A close-up of the affected optic works best.

Your headlight

These answers separate a battery from a contact from the light itself.

Before you answer, one two-minute test.
  1. Charge one battery fully, and put the other one aside.
  2. Fit the charged battery and switch the light on at full power.
  3. Now swap to the second battery and do the same.
If one battery works and the other doesn’t, we already have the answer.

Your Flamingo

The Flamingo makes its own Wi-Fi network — it doesn’t use the clinic internet.

This separates the camera from the phone.
The focus is set by hand, once, to the distance you work at.

Your eye prescription

Fill in whatever you have. A photo of the prescription on the next screen works just as well.

Through the loupes points at the internal correction; around them, at the carrier lens.

Your current prescription

Straight off the optometrist’s sheet. Leave blanks where you need to.

Sph
Cyl
Axis
Add
Right (OD)
Left (OS)
Approximate is fine.

Photos

The Admetec measuring set: the box, the measuring frame and the tape measure This is it — the box, the measuring frame and the tape measure.
The photos have to be taken with the measuring frame. Our representative will send you a link to the app, where you can take the photos step by step with on-screen instructions.
No problem — we will send you a new one. Finish and send this form anyway: the technician will follow up with the app link so you can take the photos as soon as the set arrives. Everything else you have told us is already enough for us to start.
Full postal address, with the postal code and country — this is a physical shipment, not the address on your order.

All three photos are required — they are what let our customer experience specialist measure instead of guess.

Before you take them:
  • Ask someone to help you take the photos.
  • Do not use selfie mode.
  • No headlight attached to the loupes.
Frontal example 1 · Frontal photo
  • Your assistant takes it — not a selfie
  • Camera level with your face, about an arm’s length away
  • Centred, looking straight into the camera lens
  • Pupils slightly above the loupes
Vertex photo taken from the practitioner’s right Vertex photo taken from the practitioner’s left
2 · Vertex photos — both sides
  • One from your right, one from your left
  • Camera level with the loupes, same height both times
  • The gap between eye and ocular clearly visible
4 · Short video and photos of the issue *
  • The scratch, crack or fogging you reported under “Something else”
  • As close as your camera will focus, plus a short video showing the problem
  • Attach them to the email together with the PDF
Optional — only if a case is already open. It goes into the report and its file name.

Upload

Upload every photo here — they go straight into the PDF. When you send the PDF to us by email or on WhatsApp, please also attach the same photos separately, at full resolution.
Please take the photos exactly as shown above and attach them to your email together with the PDF. Frontal photo · vertex photo from the right · vertex photo from the left — at full resolution, taken by an assistant, headlight detached.

Review & send

This is what reaches our customer experience specialist.

Nothing has left this device. The next button turns everything above into a single PDF — the shadow maps, the measurements, your photos and our first read of it — saved straight to your phone or computer. You then send that one file to us, and it carries the case reference.

Consent

Developer view — data sent to HubSpot

HubSpot Forms API v3 submission. The hutk cookie ties it to the visitor’s tracking session, so the submission lands on the existing contact when there is one, and creates it when there isn’t.


        
      


      

      

        Anything to change?
        
        
        
        
      

      

    

  


  
  

    

      

        

        
Sorted — nothing sent

        
You fixed it yourself: . No case was opened and nothing was sent to us.

      

      
If it comes back

      
    
        
  • Reopen this page and run the check again — it takes four minutes and this time we’ll open a case.
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  • If it returns within a few days, it is usually the frame slipping rather than the adjustment being wrong: the nose pads or the temple arms need tightening.
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  • Any questions in the meantime, write to us at .
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We’ve got it

        
Your case reference — keep it for any follow-up:

        

      


      

        Remembered something, or want to change an answer?
        
      


      

        Saved as the report. On a phone it lands in Files → Downloads
        (iPhone) or the Downloads notification (Android).
      


      
Send us your photos

      

      
What happens next

      
    
      
    
        
        Send photos by email
      
    
      
    Thank you for your time — we will keep you updated on
        every development.