Product Support

Contact us for assistance with our sample tracking technology.

Submit a Support Ticket

 

Frequently Asked Questions

Got questions? We’ve got answers. Below are some common questions that come up across studies. For protocol-specific questions, please submit a support ticket above or email support@trulab.com

 

What if Wi-Fi goes down?

The device will default to offline mode – any completed task will store in the app.  Once the device reconnects to the network the data will update.  You cannot continue using the app when it is in offline mode.

 

What if I forgot my pin to log in to TruLab?

If you forget your pin, please submit a support ticket above or email support@trulab.com to be reset.

 

What if I need to switch from Clinical mode to Lab mode because I am a dual-enrolled employee (clinical staff team member and lab staff team member) and I may need to go to the lab after hours to process samples?

To switch modes, click on the initials of the user in the upper right hand corner and a dropdown to select the mode will display.

 

What if I need to use a coworker’s device to do a scan?

Simply logout of TruLab on the device as your coworker, and log back in with your PIN number. This step is important to maintain an accurate audit trail of the individual performing events/tasks.

 

What if the barcode is damaged or will not read?

Each task has a “Problem” function, utilize this option which will require annotation as to why task was skipped; ensure that the barcode number is typed in when annotating.

 

What if there are unscheduled samples?

Use the Web form above to contact Support for assistance with that sample.

 

What if I use the wrong label for a sample?

Scan the barcode as usual.  Then cross out the pre-generated data on the mistake label and handwrite the correct data. Use the label that should have been used initially for the next task.  Scan the barcode for this correct label but cross out the pre-generated data on this one as well and handwrite the correct data.  This way these samples will not appear switched.

 

What if my question isn’t listed above? 

No problem! We’re here to help. Contact us via the web form above or by emailing support@trulab.com and we’ll get back to you quickly. You can reach us by phone at 984-212-4609 (international callers can use this number in WhatsApp to call).