MANAGING MY ACCOUNT
Is my account on the app the same as the account on the portal?
If you registered your hair sample with the unique identifier code and then downloaded the app, your email login and password should be the same for both your portal and app account access. If you had originally downloaded the app before purchasing a new test and are now registering with a unique identifier code, you MUST use the same email address and password when registering that sample in order to view your information on the app.
How will I receive my results?
Will I be notified when you receive my hair sample?
-Once the hair sample has been received at the processing center and entered into the system, you will receive a confirmation 'Sample Received' email from testresults@5strands.com.
-You can also log into your portal account and see if the order status has changed from 'awaiting sample' to 'sample received.' (see example below)
Adult Deluxe.
Subject: Jane Doe.
Purchased: Jun 24, 2020.
Order Status: Awaiting Sample.
Reference Number: CD8C9K8Z.
Adult Deluxe.
Subject: Jane Doe.
Purchased: Jun 24, 2020.
Order Status: Sample Received.
Reference Number: CD8C9K8Z.