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.
For all Portal Users (CLIENTS & NON-CLIENTS) — If they saved data in the old portal and did not submit the forms yet, unfortunately, those forms can't be retrieved anymore. Please relay the lab's apologies for the inconvenience caused by the system upgrade. Everyone needs to register again to set up their passwords.
- Samples received by the lab on or after August 26, 2024, will be accessible in the new portal even if the client submitted the online form in the old portal. - Samples received by the lab on or before August 23 will be accessible in the old portal. - Online forms in the old portal will no longer be available starting August 26, 9:00 AM EST.
* 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 accessCheck 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 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):