Support & Troubleshooting

We understand that testing and compliance issues can sometimes be time-sensitive, and ScreeningChimp is here to help make the process as smooth as possible.

Common Issues

Driver Did Not Receive the Authorization Form

• Verify the driver’s email address or phone number in the dashboard
• Resend the authorization form from the test order page
• Ask the driver to check spam or junk folders

Unable to Find a Nearby Lab

• Use the Find a Lab option in your dashboard
• Expand the search area if needed
• Contact support if you need assistance locating a participating collection site

Driver Arrived at the Lab but the Order Cannot Be Found

• Confirm the driver brought the correct barcode or authorization form
• Verify the test order was successfully submitted in your dashboard
• Contact support if the issue continues

Payment or Billing Questions

• Review invoices and payment history in the dashboard
• Make sure your payment method is current
• Contact support for billing assistance or invoice questions

Need Additional Help?

If you need assistance with your account, test orders, compliance questions, or technical issues, our support team is available to help.

Please include:

• Your company name
• Driver name (if applicable)
• Order number or invoice number
• A brief description of the issue

Providing detailed information helps us resolve your request faster.