Support and assistance

Contact us

Write to contact@pixeogroup.com stating your name, the organisation you belong to, the device you are using (headset, mobile, tablet or desktop) and a description of what you are seeing. You will get a reply within one working day.

I am not receiving my sign-in code

Soriston sends a one-time code by email, with no password. Check your spam folder, then the address you entered. If your account was created by your employer or training provider, the registered address may differ from the one you normally use. In that case, contact your organisation’s administrator.

A module will not start

Check that the application is up to date and that enough storage is free, as 360° modules are large. In a browser, use a recent version of Chrome, Edge, Firefox or Safari. If the problem persists, tell us the module name and the device used.

Offline mode is not working

Content has to be downloaded while the device has a connection. Open the module once online, wait for the download to finish, and you will then be able to run it without a network. Results sync automatically once the connection returns.

My results are not showing

A session completed offline uploads at the next sync. Reconnect the device to the internet and open the application. If results are still missing after twenty-four hours, report it stating the session date.

The headset is not displaying the scene properly

Check the interpupillary distance setting and how the headset sits. A blurry image usually comes from misalignment rather than a content fault. If you feel any discomfort, take a break: sessions are deliberately kept under fifteen minutes.

Managing or deleting my account

The procedure for deleting a Soriston account and the data involved are described on a dedicated page of this site.