Most iLab access problems fall into one of four categories: the wrong portal, incorrect credentials, incomplete verification, or missing organizational permission. Identify the category before changing account data.
The password is rejected: check for incorrect or outdated autofill, then use Forgot Password if needed.
A verification screen opens after sign-in: verify the email with the newest code sent to the registered address.
The code is invalid or expired: request one new code and use only the latest message.
Sign-in succeeds but a page or action is missing: ask an administrator to review the role, permission, organization, and subscription scope.
The portal opens without expected cases or invoices: confirm the application, branded edition, and connected laboratory.
A security challenge blocks submission: reload once, complete the challenge, and submit again.
iLab uses distinct Lab Admin, Clinic Portal, and Technician Portal accounts and workflows. Confirm:
The portal matches your role.
The web address or branded application belongs to your organization.
The email or phone is the value registered for that specific account.
You are not using a colleague's credentials or an old invitation.
A successful account in one portal does not automatically authorize the same person in another portal.
Turn off autofill for one attempt and type the email and password manually.
Check the keyboard language, Caps Lock, and accidental spaces.
If Lab Admin offers both email and phone sign-in, select the method matching the registered value.
Complete the security verification before selecting Sign In.
If the password remains unknown, use the portal's Forgot Password flow.
Avoid repeated guesses. They do not fix a disabled, unverified, or incorrectly configured account.
Clinic Portal sign-in checks whether the user's email is verified. An unverified account is directed to a verification dialog.
Confirm the address displayed or used during registration.
Check inbox, spam, junk, and organizational quarantine.
Request a new code once.
Enter only the newest code.
Complete the flow in the same portal or branded edition.
If the email is wrong, use the supported email-change process or contact an authorized administrator. Creating another clinic record can split data and should not be the first solution.
If authentication succeeds but access is incomplete, a password reset is unlikely to help.
Ask a Lab Admin user with employee-access permission to verify that:
The employee record has login access enabled.
The registered login email is correct.
The employee has the required role and permissions.
The account belongs to the correct laboratory.
Ask the connected laboratory to verify that:
You are using its intended Clinic Portal or branded edition.
The clinic account is connected to the correct laboratory and clinic record.
The feature is enabled and available for your clinic.
Ask the laboratory owner or an authorized administrator to review the account, role, and feature permissions. Available modules can also depend on the laboratory's subscription and configuration.
Refresh the page or fully close and reopen the mobile application.
Install the latest approved application version.
Try a private browser window to rule out stale sessions or extensions.
Allow required cookies and scripts for the organization's iLab address.
If the security challenge does not load, try a trusted network without an aggressive content filter.
Do not clear all device data until you have confirmed the sign-in address and recovery email.
Provide:
Portal or application name
Web address, if applicable
Organization or laboratory name
Account email or phone used to sign in
Exact step that failed
Exact error text
Device, operating system, browser, or app version
Approximate time of the failed attempt and time zone
You may include a screenshot after removing patient information and other sensitive data. Never send a password, verification code, reset token, session token, or full confidential case details.
Contact your organization administrator or email [email protected].
