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Customer Support

You can contact our customer service by phone or email.

Email:  atencion.cliente@ibv.org
Tel:  +34 96 111 11 80

 

Frequently Asked Questions

MY FEET

ou only need to take three photos of each foot. Seated, with the naked foot placed on a white sheet of A4 paper.

The easiest option is to use the SUNfeet Mobile App which is available for free in the iTunes App Store (for IOS 5) or on Google Play for Android.
If you do not have a smart phone or your smart phone does not use the IOS or the Android operating systems, you can still scan your feet with a camera. Follow the steps set out in our web in the "My feet" section by selecting the "camera” option.

If you cannot find the application, make sure that you have typed "sunfeet" correctly in the search box. If the application still does not appear, it may not be available for your type of mobile device. This may be due to the fact that you have a version of Android that is earlier than version 2.2, or because your device does not have all the features that the application requires.

To be able to generate your feet in 3D, you will have to use a compatible device or acquire images using the camera option, following the instructions that are set out in the SUNfeet web in the 'My feet’ section.

To correctly generate the foot in 3D from the three photos, it is important that you:

  • Do not move your foot on the sheet of appear while you take the three photos. If you have moved your foot in one or more of the photos in relation to the position of the previous photo, the system will return an error.
  • The four corners of the paper and the entire foot have to appear in the three photos.

Using the mobile App: Remember that the silhouette of the foot and the page of paper that the application displays to help you focus the camera are merely indicative. They are only there to help you position the camera correctly. It is normal not to be able to fit the page and the foot onto the silhouette at the same time. Don’t worry if the foot and the page protrude from the silhouette, what is important is that the four corners of the page and the foot can be seen in the image.

Using a camera: Check that the picture you have uploaded to the web coincides with the reference image and that it is properly positioned.

You can see detailed instructions on how to take the photos in "My feet", "Camera" or by following the instructions that appear on the mobile App.

Once you have photographed your feet with the SUNfeet application and you have generated the 3D images, the system gives you an ID code. This number identifies the shape of your feet and you will need it for future orders.

If you scanned your feet in 3D using the mobile app, the ID will be stored in the historic file. You can access it by pressing the 'see 3D' button that appears when you start the application.

If you scanned your feet in 3D using a camera via the web, you have to take note of the code. Once you close your session in the SUNfeet web page, the code will disappear from the "My feet” tab. However, even though it may not be stored in the web, your feet ID will still be operational for future orders.

If you cannot view the 3D of your feet in the web viewer it is possible that your browser does not support this functionality. The 3D viewer is available for the following browsers:

  • Google Chrome, Version 12+,
  • Firefox, version 4+,
  • Safari, Version 5.1+ (Settings -> Advanced -> Show Developer Toolbar -> Enable WebGL),
  • Opera Next, Version 12

If your browser is Internet Explorer, you will need to install the Google Chrome Frame plugin. After you install it you will have to restart Internet Explorer.

If in spite of your browser being compatible you cannot see your feet in 3D, it may be that your graphics card is incompatible or that the drivers for your graphics card have not been updated. Try updating the drivers to the latest version and try again.

Please contact the customer service department of the Instituto de Biomecánica. Our team will help you perform the scan process.
Email: atencion.cliente@ibv.upv.es
Tel: +34 96 111 11 80 - +34 902 176 419
This service is available from Monday to Friday, from 9.30 a.m. to 2 p.m. and from 4 to 6 p.m.

The resolution of a picture is dictated by the number of pixels that it has. The more pixels, the better the resolution of the image. However, the more pixels a picture has, the larger the file size.

To prevent the files that you send being excessively heavy and taking too long to send, the resolution of the photos we accept has been limited to a maximum of 3 Mega pixels, which is equivalent to an image size of 2000x1500.

The majority of digital cameras, as well as mobile devices in camera photo mode (except iPhone), have a menu of options where you can choose the resolution that you want to use. In this case, you must select a resolution equal to or less than 3 Mega pixels, or an image size less than or equal to 2000x1500.

Your device may have a memory problem. If you have managed to generate the right foot, re-open the application and then choose the option to continue with the process. You should be able to finish capturing the left foot without problems.

If the application closes before you have obtained the 3D images of the right foot or you are not able to complete the process, try closing all the applications you have open and try again.

If the problem persists, you should update your operating system to the latest version.

After completing the order, feet captured with the SUNfeet system go through a review process. During this process, the automatic processing algorithms have detected a problem with your photos (colour code red) or your feet are pending review (colour code yellow). In both cases, an expert will review them shortly and you will be able to see your feet correctly (colour code green).

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