If clients cannot log in the new portal in Salesforce, ask first if they’ve tried using the Troubleshooting Wizard found in the log-in page. If the client is not satisfied with the wizard's recommendations or the issue isn't resolved, please use the form below to ask for the Customer Support Team's assistance.
* LIMS translation questions should go to the LIMS Translation Issues Document*
* ALL fields below are required *
Beta Rep email:
Urgency Level:---URGENT - Cannot waitOK to wait an hour or soOK to wait until end of day/next business day for resolutionOK to wait 1 week or more for resolution
Contact Details:
First Name:
Last Name:
Salesforce Profile Link (Optional):
Contact's Email:
Beta Client?: YesNo
Issues & Requests:---Add related accountChange client service/form accessChange client's account nameChange Orders under the wrong accountCheck sample statusLog-in page issueMerge SF recordsOnline form errorsOthersPassword resetProfile sectionResend Confirmation EmailResend UPS labelResults pageStable Isotopes Form for Non-Trad ClientsUnlock accountUpdate Email AddressView tracking
Browser used to access the portal (ex: Chrome, IE, etc.):
Error message:
Please add more details on issues encountered (which online form, results page, SF link, Beta codes for results issues, etc.).
- For CLIENT Account Name changes: 1. Please provide the SF link, updated contact details (new company name, address, phone number and email address) 2. Reason for the update - the client changed affiliation, the client was initially logged under the wrong account, or other reason
- For Merge Requests: * Accounts - Indicate which Account Name or record should be retained. * Contacts - Include the SF URLs, which contact record to be retained (or email and phone number), and how you confirmed that these records belong to the same person (conversation with the client, email, Linkedin Profile URL, University Profile URL, etc.) Note: Merging accounts and contacts are irreversible. There is no way to retrieve data we discarded during merging. - For Issues Accessing Results: Include the Beta Code for the results report - For Online Form Errors: Include the time the client encountered the error as this helps Megan narrow down the possible reasons for the error.
Attachment (JPG, PNG, GIF or PDF Max 2MB):