If you are experiencing issues with logging in, viewing results, scheduling, or using the platform, most problems can be resolved by refreshing your session, switching devices or browsers, or clearing your cache. If the issue persists, contact support for assistance.
Common issues: Login, results display, scheduling, uploads
Quick fixes: Refresh, clear cache, try another device
Most issues: Temporary and resolvable
Support: Available if issue persists
Common Technical Issues
Unable to log in
Possible causes:
Incorrect email or password
Expired session
Browser-related issues
Try:
Resetting your password
Logging in again
Using a different browser or device
Results not displaying
If your results are not visible:
Confirm you are in the correct account
Check the Health or Results section
Refresh the page or log out and back in
If results still do not appear after the expected timeline, refer to “Where Are My Results” or contact support.
Scheduling not loading or failing
If you cannot schedule or reschedule:
Refresh the page
Try a different browser or device
Clear your browser cache
You can also schedule directly with:
Quest Diagnostics
LabCorp
Upload issues
If you cannot upload files:
Check file format and size
Ensure your internet connection is stable
Try again using a different browser
Allow time for processing after upload.
Page errors or slow loading
Possible causes:
Temporary system issues
Browser compatibility
Network connection problems
Try:
Refreshing the page
Switching browsers or devices
Checking your internet connection
General Troubleshooting Steps
Before contacting support, try the following:
Refresh the page
Log out and log back in
Clear browser cache and cookies
Use a different browser
Use a different device
Check your internet connection
These steps resolve most technical issues.
When to Contact Support
Contact support if:
The issue persists after troubleshooting
You encounter repeated errors
You cannot access your account
You are unable to complete an important action
Provide:
Your account email
Description of the issue
Screenshot if available
Time the issue occurred
Related Topics
Support
If you have any questions or need assistance, our support team is here to help. Contact us anytime at [email protected]. Our team typically responds within 24–48 hours for process-related questions.