FAQ
Frequently asked questions
Everything members and partner labs ask us most often.
Account & sign in
How do I sign in?
Enter your work email and password, then confirm with a 6-digit one-time code sent to your registered device.
Do I need a national ID?
No — free-tier accounts use risk-appropriate name and date-of-birth verification, not a national ID.
Can I delete my account?
Yes. Account deletion and data export are available in line with Ghana's Data Protection Act, 2012 (Act 843).
Booking & payments
How do I pay?
Mobile Money (MTN MoMo, Telecel Cash, AirtelTigo Money) or card. Orders are confirmed only after payment is verified.
Can I book home collection?
Where a partner lab offers it, home collection appears as a selectable option alongside their collection centres.
How do I track my order?
Every order moves through Booked → Sample Collected → Processing → Result Ready, visible from your account.
Results
When can I see my results?
Only after they've been reviewed and marked validated by authorized lab personnel — never partially validated.
What if a result is abnormal?
Critical and abnormal values trigger an escalation workflow rather than being silently displayed.
Are results a diagnosis?
No. Every result is reported as received from the laboratory and requires professional interpretation.
For partner labs
- Apply once, and our partnerships team reviews accreditation and licensing within 2 business days
- Manage your own package catalog, pricing and turnaround times from your portal
- Receive pre-paid orders — no separate invoicing required
- Payouts are reconciled against completed, validated orders