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 to register my kit.pdf

How will I receive my results?

Once the hair sample has been received at the processing center and logged into the system, it will be immediately sent to the lab. Once the results have been completed, they will automatically be uploaded and available on the portal and your app. You will also receive an emailed copy of the testing results to the email you provided.

How Will I Receive My Results?

https://www.youtube.com/watch?v=Ve9EpS2RLVY

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.

Will I receive notification upon arrival?

https://www.youtube.com/watch?v=huykkxH_hag

What do I do if I purchased the wrong test?

If you realize that you have purchased the wrong test, please contact our customer support team for further instructions at 1-833-600-8378. Sometimes it may be able to be rectified over the phone instead of having to return the kit for a refund.

How long will it take to receive my results?

The average turnaround time at the lab is between 7-10 business days. Please be aware that the completion of the results can vary around the holidays.

How long do results take?

https://www.youtube.com/watch?v=Ve9EpS2RLVY

I'm having trouble logging into my account, what do I do now?

The first course of action is to make sure that you have entered the correct URL or website address. Next, make sure that you are using the correct username and password. You should have written this information down on the leave behind card. If you still cannot log into your account, please email info@5Strands.com with a description of the issue and any screenshots that you can provide.