Use password recovery when your account exists but you cannot remember its password. Start from the same portal or branded edition where you normally sign in so the request is sent for the correct account type.
Reset from the Clinic or Technician Portal
The Clinic and Technician portals use an email code to verify a password-reset request. The verified code creates a temporary reset authorization; it is not the new password.
Open the correct portal's sign-in page.
Select Forgot Password.
Enter the email address registered for that portal.
Submit the request.
Check the inbox named on the verification page for the six-digit password-reset code.
Enter all six digits. The screen can verify automatically when the sixth digit is entered, or you can select Verify.
If no code arrives, wait for the 60-second countdown to finish before Resend OTP becomes available.
After verification succeeds, enter a new password of at least eight characters and enter the same value in Confirm Password.
Complete the security verification shown on the reset screen and select Reset Password.
After the success message returns you to sign in, use the new password in the same portal or branded edition.
Finish the new-password step in the same recovery session. If the reset page was closed, the reset authorization expired, or a newer code was requested, restart Forgot Password and use the newest code. Do not send the six-digit code or reset authorization to anyone.
Reset from Lab Admin
Open your laboratory's Lab Admin sign-in address.
Select Forgot Password.
Enter the registered account email and submit the request.
Follow the instructions sent to that email to open the password-reset page.
Enter and confirm the new password.
Save the new password and sign in again.
Use the laboratory or branded sign-in address supplied to your organization. The public marketing website and another portal may not recover the same account.
Choose a valid new password
The audited Clinic Portal reset form requires at least eight characters and an exact confirmation match. Other iLab portals or account-change screens can show additional complexity requirements; follow the rules on the screen you are using. A strong password should be unique to iLab and difficult to guess.
If the confirmation field does not match exactly, the password cannot be changed.
The email or code did not arrive
Confirm that you entered the account's registered email without a spelling error.
Check spam, junk, quarantine, and filtered folders.
Allow a few minutes for mail delivery.
Request one new code or reset email and use the newest message only.
Ask your organization's mail administrator whether automated iLab messages were blocked.
For privacy and security, a recovery screen may not reveal whether an email belongs to an account. Do not repeatedly create accounts or submit rapid requests.
The reset succeeded but sign-in still fails
Make sure you returned to the same portal where you requested the reset.
Remove an outdated password saved by the browser or password manager.
Type the new password manually once and check the keyboard language and capitalization.
Confirm that the account has not been disabled and still has access to the organization.
Ask an administrator to verify the registered email and role. Technicians should contact their laboratory administrator; clinic users should contact their laboratory.
Understand error messages
The Clinic Portal can display error text returned by the server when sending a code, verifying it, or saving the new password. Record the exact message and the stage where it appeared. Do not assume every failure means the email is wrong: an expired code, replaced code, expired reset session, security challenge, network failure, or account status can stop a different stage.
Need help?
Email [email protected] with your portal or application name, organization, registered email, and the stage where recovery stopped. Never send a password, reset link, reset token, or verification code.