Public help centre / Common technical issues

Common Technical Issues

Most platform issues are quick fixes. Try these before reaching out.

Activation

I didn’t get my activation email.

  • You can also activate from the order confirmation page on the website using the Activate Now button.
  • Check your spam / junk folder.
  • Make sure you’re checking the email address you used at checkout.
  • Still nothing? Contact support.

The activation link doesn’t work.

  • Try opening it in a different browser (Chrome, Firefox, Safari) or in an incognito / private window.
  • Log out of any other accounts in your browser first.
  • Still no luck? Contact support.

Login and password

I forgot my password.

  • Use the Forgot Password link on the login page. We’ll email you a reset link.
  • Check your spam folder if it doesn’t arrive within a few minutes.

My account seems locked.

After multiple failed login attempts, accounts may temporarily lock. Wait 15 minutes and try again, or reset your password.

Requisition

I can’t see my lab requisition.

  • Make sure you’ve signed your Consent form. The requisition unlocks once consent is signed.
  • Once signed, your requisition is available in the Enrollment Form item in the your Enrollment Forms section of the left hand navigation bar.

My requisition won’t print.

  • Try downloading the PDF first, then printing from your computer.
  • If you don’t have a printer, contact us and we can post you a printed copy.

Results

My results aren’t showing up.

  • Results typically come back from the lab in 3–5 business days.
  • Check the Lab Results section directly — occasionally the notification email is delayed even though results are already in your account.
  • If it’s been more than 7 business days, contact support.

Video session

My video link won’t open.

  • Use a recent version of Chrome, Firefox, Safari, or Edge.
  • Make sure your browser has permission to access your camera and microphone.
  • Try the link from a different device.
  • If you’re stuck right before your appointment, contact support immediately so we can help.

Still stuck?

If none of the above worked, contact support and include a screenshot if you can — it speeds things up significantly.