Before calling Client Services to troubleshoot any problems you might have viewing your report, please read these tips, as they will solve most problems:
Please ensure you have the newest version of Adobe Reader installed on your computer.
Please remember that your password is case sensitive.
The actual download may take several minutes.
This report may not be viewable from a mobile device.
WHAT IS MY USER ID?
The User ID can be found on the e-mail that was sent once the testing was completed. It is two letters followed by 4 to 5 numbers. Or the email address you supplied at signup. The login name is not case sensitive.
What is my UserID? The User ID can be found on the e-mail that was sent once the testing was completed. It is two letters followed by 4 to 5 numbers. Or the email address you supplied at signup. The login name is not case sensitive.
What If I forgot my password? Above the password box on the log in screen click on “Forgot Password”. You will be asked the answer to your security question and a new password will be sent to the e-mail address you provided.
When can I access my report? You will not be able to access your report until the testing has been completed by our laboratory and it has been released by our laboratory. The balance must be paid in full in order to view the report.
What should I look for in my e-mail Inbox? Online Access instructions are sent once the testing is completed and will come from firstname.lastname@example.org. The subject will indicate Report Access. Due to restrictions on email folders and preferences, remember to check your
junk and trash folders.
Who has Online Access? Online Access is provided to one individual, typically the person who made the arrangements for the testing. Sharing of the Online Access information is up to the discretion of the individual.
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