Need Help?

Please use the contact details below
if you need assistance with your AI-Media solution

Technology Support (Encoders, iCap, LEXI)

To access our Warranty and Annual Support services:


TELEPHONE (recommended for ‘emergency support’) 

+1 516 293 7472    select Option 4 for Technical Support 

 NOTE: The Support Team is US-based. For those calling outside of the US, the support number is charged by your telephone provider at standard international rates.


EMAIL (recommended for ‘routine support’)

Send an email to

Include the following information: 

    • Contact information: Full name, email address, telephone number 
    • Physical Encoder: Serial number(s) of physical encoders 
    • Virtual Encoder: Name of the virtual encoder and the ‘EEG Cloud Account’ email address  
    • Description of support / service requested
    • Indicate if loan equipment required


AI-MEDIA WEBSITE (for requests to update and upgrade firmware and software) 

Click here to access the Request Form.



Introduction to the Warranty & Support Process – AMERICAS 

Introduction to the Warranty & Support Process – APAC 

Introduction to the Warranty & Support Process – EMEA

These documents are provided as a guide only. The legally binding Global Terms may be found here.


Services Support (Human captioning, Translation)

Please contact your local AI-Media office


Start a conversation

Step 1 of 4
Which of the following best describes your business?
Please select one from the following options

Become a partner

We’re collecting your details so we can respond to your query and send you relevant content. You can unsubscribe at any time by using the link at the bottom of our emails or writing to . In our Privacy Policy, you can learn more about how we handle your personal information, including about your rights and how to make a complaint.

Download Request Form