Contact Us with Your Microscopy Questions

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If you haven’t found an answer to your questions in our FAQs , drop us a note below and we’ll get back to you within 48 business hours.

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Frequently asked questions

Process
Compatibility
Equipment
Ramboll & opseyes
Reports
Privacy & Data
Troubleshooting
Guarantee
Shipping, Pricing, Billing
A.I. vs. Human
What We Test

How to take the picture?
As part of your normal routine, collect a wastewater sample. Then, add a few drops of mixed liquor or foam to a microscope slide. Secure your smartphone to a microscope using the provided mount.
1. 1. Attach the adapter on the eyepiece
  2. Align the center of the camera with the half hole on the shield and tighten
Once your smartphone is in place, take four different pictures of your sample. Then go to opseyes.com to log in and submit your photos.
How do I get an attachment?

We will send you one when you first purchase. If you need a new one, you can request one on your My Account dashboard, or on our contact page.

How do I use the attachment?

See our “How To” document here.
How to if the phone is in a case and doesn’t fit the bracket?

Please remove the case from the phone and try again.
Can I use my computer?

Yes, you can submit the test via a computer or your phone. You will just need a way to take pictures from a microscope.
Which phones will work?

Any Android & iOS smart phone with an inbuilt camera.

How do I use the attachment?

See our “How To” document here.
Do I need any special equipment?
The only equipment you need is:
- A microscope with 400x magnification.
- A phone bracket attachment (shipped free from opseyes at account creation).
- OR a microscope with camera attachment.
What magnification is needed?

We need a magnification of at least 400x. Any less and our A.I. won’t be able to identify the bacteria type and concentration well enough. Any higher magnification is fine.
How do I get an attachment?

We will send you one when you first purchase. If you need a new one, you can request one on your My Account dashboard, or on our contact page.

What is the relationship between Ramboll and opseyes?

Opseyes was originally born out of Ramboll’s Innovation Program. It was created to help a wider range of wastewater treatment plants. It is run semi-autonomously to Ramboll, although maintains Ramboll’s strict ethical, quality and professional standards. We were created to twin the global expertise of Ramboll with the cutting-edge technologies and approaches of global startups.
Who is Ramboll?

Ramboll is a leading engineering, architecture and consultancy company founded in Denmark in 1945. Ramboll employs 16,500 people globally and has especially strong representation in the Nordics, UK, North America, Continental Europe, Middle East and Asia-Pacific. Ramboll is also a leading waste water treatment plant expert, operating 80 plants in the US and employing 3,000 people in the US alone.

What if I have questions about my report?

Please contact us and someone will be in contact within 48 business hours.
When do I get my report?

An email will be sent to you within 10 minutes of a successful upload. By selecting the link in the email, you will be directed to the My Account dashboard and be able to view or download the report.
How do I read my report?

If there is a potential filament issue the report lists the detected filaments and the common causes of these filaments. It then will suggest corrective actions to get your plant back in steady operations. Otherwise it will list the filaments detected and state what to watch for.
What form is the report delivered?

You can always view the report in the My Account dashboard. From there you will be able to download a PDF to print or store.
How do I get my report?

The report will be emailed directly to you and you can always access it in the My Account dashboard.

How long do you keep my sample (image)?

We will store the image in your account for one year. Images may also be retained and used to enhance the A.I. If used in this manner it will be done anonymously. Please see our Privacy Statement for full details. We have a strict privacy policy.
Do you share my information?

We will never share your personal information, details or test results with anyone but you. Please see our Privacy Statement for full details. We have a strict privacy policy.
How do you use my data?

We never share or sell your data, and take your security and privacy very seriously. Please see our Privacy Statement for full details. We have a strict privacy policy.

How to if the phone is in a case and doesn’t fit the bracket?

Please remove the case from the phone and try again.
My photos keep getting rejected.
Please take new images and be extra careful to focus the microscope well. Please see our video on how to take photos. If the system is unable to read your images it will prompt you to submit new images. Images need to be sharp, unblurry and as high resolution as possible. The test will fail if:
1. Photos are blurred.
2. If a person can’t distinguish bacteria with their eye.
3. No bacteria are in the image.
My bracket never arrived, what should I do?

The brackets usually take between 2 and 3 days to arrive after an order. If you have not received yours, please contact us and we will send you a new one.
How do you resubmit a failed test?

Simply follow the instructions. Head back to My Account, press ‘re-submit’ next to the errored test and follow the prompts. If you have had a failed test, you’ll be notified by email and within the My Account section.
Can you order a retest / analysis?

Unfortunately we cannot process a retest of a successful report at this time. If you have any questions about a successful report, please contact us and someone will be in contact within 48 business hours.
Who can use this service?

We have designed the microscopy reports for Wastewater treatment plants in the USA. We currently only sell in the United States (but contact us if you are excited to use opseyes outside of the US). Anyone can use this service. We recommend people who are responsible for regulations, operating, and Health and Safety get opseyes so you can instantly diagnose issues, or simply make sure you’re operating as you should be. Our usual customers are Wastewater Operators, Plant Managers, and other staff running wastewater plants.
How to contact opseyes.

Feel free to contact us and someone will be in contact within 48 business hours. We will be happy to assist you with any questions Monday to Friday 8am-5pm CT.
My report never arrived.
Sorry to hear this. There are a few things you can try:
- Give it a few minutes. It can take up to 10 minutes to arrive.
- Please check your email spam filter and see if it has been junked.
- If not, double check you have given us the right email address.
- If none of these are working, you can get your latest report in your MyAccount, and please contact us so we can investigate.

How do I get a refund? Or do you offer refunds?

We cannot provide a refund once the report has been sent or for unused credits. If you are worried about buying and not using credits, we recommend buying smaller packages of 1 or 5. However, if you need something that isn’t on the pricing page, please get in touch and we will gladly find a way to help you out.
What if I am not satisfied with the results?

Not happy? Let us sort that out. If you have any questions or are unsatisfied, please contact us and we’ll gladly sort you out.

How do I upgrade / downgrade my plan?

Upgrading is easy. Simply log into my account and select “Buy Credits.” From there you can purchase 1 test, a bundle of 5, or upgrade to the unlimited option. If you are currently on the unlimited plan and wish to downgrade. Please contact us and someone will be in contact within 48 business hours.
Do I have to ship anything?

Nope! You never have to leave your plant to get the opseyes report.
How do I set up invoicing?

During checkout you can select bill me later to have us send an invoice to your address. We’ll then send the invoice to you via default email within a few business days.
What payment options are available?

We offer two payment options; invoicing or bill me later and we accept all major credit cards.
What is the cost?

Please see our pricing here for the most up to date prices.

How is it better than the current process?

Our A.I is over 90% accurate and you get your results in 10 minutes, not five days.
What is your A.I. ?

This is a computer program trained by showing it thousands of pictures of microscopy results to learn to identify filaments.
What are the benefits over current system?

We have built Artificial Intelligence (A.I.) technology which can identify bacteria types and concentration from imagery, and then diagnose what issues you are facing. The A.I. has been trained on thousands of images and data sets, and under the careful of eye of leading global wastewater experts and professors to make sure it is as accurate as the best Microscopsist. Unlike our favorite professors, A.I. works 24/7, 365 days a week, and never sleeps. And Machine learnings mean that the technology gets more accurate with every test. Because no human needs to assess the data, you get the same results in under 10 minutes, and avoid having to send it off for analysis and getting results 5-10 days later days.

Do you do drinking or domestic water plants?

We only work with wastewater treatment plants.
What scenarios can you help troubleshoot with?
We help you with a number of scenarios. Sometimes all you need to know is your treatment plant is operating safely and healthily, and we can give you peace of mind it is. Other scenarios we can help you with include:
- - Foaming
  - Low DO (Dissolved Oxygen)
  - High loading
  - Underloading
  - Missing nutrients
  - Septic conditions
What bacteria do you detect?
We detect a range of bacteria, focusing on the most common types which cause issues to your treatment plant, and which need to be kept in check by regulators. These include:
- - S. Natans
  - Nocardia
  - N. Limicola
  - 021N
  - Thiothrix
  - 1851

How to take the picture?
As part of your normal routine, collect a wastewater sample. Then, add a few drops of mixed liquor or foam to a microscope slide. Secure your smartphone to a microscope using the provided mount.
1. 1. Attach the adapter on the eyepiece
  2. Align the center of the camera with the half hole on the shield and tighten
Once your smartphone is in place, take four different pictures of your sample. Then go to opseyes.com to log in and submit your photos.
How do I get an attachment?

We will send you one when you first purchase. If you need a new one, you can request one on your My Account dashboard, or on our contact page.

How do I use the attachment?

See our “How To” document here.
How to if the phone is in a case and doesn’t fit the bracket?

Please remove the case from the phone and try again.
Can I use my computer?

Yes, you can submit the test via a computer or your phone. You will just need a way to take pictures from a microscope.
Which phones will work?

Any Android & iOS smart phone with an inbuilt camera.

How do I use the attachment?

See our “How To” document here.
Do I need any special equipment?
The only equipment you need is:
- A microscope with 400x magnification.
- A phone bracket attachment (shipped free from opseyes at account creation).
- OR a microscope with camera attachment.
What magnification is needed?

We need a magnification of at least 400x. Any less and our A.I. won’t be able to identify the bacteria type and concentration well enough. Any higher magnification is fine.
How do I get an attachment?

We will send you one when you first purchase. If you need a new one, you can request one on your My Account dashboard, or on our contact page.

What is the relationship between Ramboll and opseyes?

Opseyes was originally born out of Ramboll’s Innovation Program. It was created to help a wider range of wastewater treatment plants. It is run semi-autonomously to Ramboll, although maintains Ramboll’s strict ethical, quality and professional standards. We were created to twin the global expertise of Ramboll with the cutting-edge technologies and approaches of global startups.
Who is Ramboll?

Ramboll is a leading engineering, architecture and consultancy company founded in Denmark in 1945. Ramboll employs 16,500 people globally and has especially strong representation in the Nordics, UK, North America, Continental Europe, Middle East and Asia-Pacific. Ramboll is also a leading waste water treatment plant expert, operating 80 plants in the US and employing 3,000 people in the US alone.

What if I have questions about my report?

Please contact us and someone will be in contact within 48 business hours.
When do I get my report?

An email will be sent to you within 10 minutes of a successful upload. By selecting the link in the email, you will be directed to the My Account dashboard and be able to view or download the report.
How do I read my report?

If there is a potential filament issue the report lists the detected filaments and the common causes of these filaments. It then will suggest corrective actions to get your plant back in steady operations. Otherwise it will list the filaments detected and state what to watch for.
What form is the report delivered?

You can always view the report in the My Account dashboard. From there you will be able to download a PDF to print or store.
How do I get my report?

The report will be emailed directly to you and you can always access it in the My Account dashboard.

How long do you keep my sample (image)?

We will store the image in your account for one year. Images may also be retained and used to enhance the A.I. If used in this manner it will be done anonymously. Please see our Privacy Statement for full details. We have a strict privacy policy.
Do you share my information?

We will never share your personal information, details or test results with anyone but you. Please see our Privacy Statement for full details. We have a strict privacy policy.
How do you use my data?

We never share or sell your data, and take your security and privacy very seriously. Please see our Privacy Statement for full details. We have a strict privacy policy.

How to if the phone is in a case and doesn’t fit the bracket?

Please remove the case from the phone and try again.
My photos keep getting rejected.
Please take new images and be extra careful to focus the microscope well. Please see our video on how to take photos. If the system is unable to read your images it will prompt you to submit new images. Images need to be sharp, unblurry and as high resolution as possible. The test will fail if:
1. Photos are blurred.
2. If a person can’t distinguish bacteria with their eye.
3. No bacteria are in the image.
My bracket never arrived, what should I do?

The brackets usually take between 2 and 3 days to arrive after an order. If you have not received yours, please contact us and we will send you a new one.
How do you resubmit a failed test?

Simply follow the instructions. Head back to My Account, press ‘re-submit’ next to the errored test and follow the prompts. If you have had a failed test, you’ll be notified by email and within the My Account section.
Can you order a retest / analysis?

Unfortunately we cannot process a retest of a successful report at this time. If you have any questions about a successful report, please contact us and someone will be in contact within 48 business hours.
Who can use this service?

We have designed the microscopy reports for Wastewater treatment plants in the USA. We currently only sell in the United States (but contact us if you are excited to use opseyes outside of the US). Anyone can use this service. We recommend people who are responsible for regulations, operating, and Health and Safety get opseyes so you can instantly diagnose issues, or simply make sure you’re operating as you should be. Our usual customers are Wastewater Operators, Plant Managers, and other staff running wastewater plants.
How to contact opseyes.

Feel free to contact us and someone will be in contact within 48 business hours. We will be happy to assist you with any questions Monday to Friday 8am-5pm CT.
My report never arrived.
Sorry to hear this. There are a few things you can try:
- Give it a few minutes. It can take up to 10 minutes to arrive.
- Please check your email spam filter and see if it has been junked.
- If not, double check you have given us the right email address.
- If none of these are working, you can get your latest report in your MyAccount, and please contact us so we can investigate.

How do I get a refund? Or do you offer refunds?

We cannot provide a refund once the report has been sent or for unused credits. If you are worried about buying and not using credits, we recommend buying smaller packages of 1 or 5. However, if you need something that isn’t on the pricing page, please get in touch and we will gladly find a way to help you out.
What if I am not satisfied with the results?

Not happy? Let us sort that out. If you have any questions or are unsatisfied, please contact us and we’ll gladly sort you out.

How do I upgrade / downgrade my plan?

Upgrading is easy. Simply log into my account and select “Buy Credits.” From there you can purchase 1 test, a bundle of 5, or upgrade to the unlimited option. If you are currently on the unlimited plan and wish to downgrade. Please contact us and someone will be in contact within 48 business hours.
Do I have to ship anything?

Nope! You never have to leave your plant to get the opseyes report.
How do I set up invoicing?

During checkout you can select bill me later to have us send an invoice to your address. We’ll then send the invoice to you via default email within a few business days.
What payment options are available?

We offer two payment options; invoicing or bill me later and we accept all major credit cards.
What is the cost?

Please see our pricing here for the most up to date prices.

How is it better than the current process?

Our A.I is over 90% accurate and you get your results in 10 minutes, not five days.
What is your A.I. ?

This is a computer program trained by showing it thousands of pictures of microscopy results to learn to identify filaments.
What are the benefits over current system?

We have built Artificial Intelligence (A.I.) technology which can identify bacteria types and concentration from imagery, and then diagnose what issues you are facing. The A.I. has been trained on thousands of images and data sets, and under the careful of eye of leading global wastewater experts and professors to make sure it is as accurate as the best Microscopsist. Unlike our favorite professors, A.I. works 24/7, 365 days a week, and never sleeps. And Machine learnings mean that the technology gets more accurate with every test. Because no human needs to assess the data, you get the same results in under 10 minutes, and avoid having to send it off for analysis and getting results 5-10 days later days.

Do you do drinking or domestic water plants?

We only work with wastewater treatment plants.
What scenarios can you help troubleshoot with?
We help you with a number of scenarios. Sometimes all you need to know is your treatment plant is operating safely and healthily, and we can give you peace of mind it is. Other scenarios we can help you with include:
- - Foaming
  - Low DO (Dissolved Oxygen)
  - High loading
  - Underloading
  - Missing nutrients
  - Septic conditions
What bacteria do you detect?
We detect a range of bacteria, focusing on the most common types which cause issues to your treatment plant, and which need to be kept in check by regulators. These include:
- - S. Natans
  - Nocardia
  - N. Limicola
  - 021N
  - Thiothrix
  - 1851

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