What to do if you have trouble logging into your account?

Here are some troubleshooting tips below: 

If you're using the website (www.vivalab.health): 

• Try clearing your browser's history, cookies, and cache. 
• Try entering your email and password again. vivaLAB's website is supported on the latest versions of Chrome, Firefox, Safari, and Microsoft Edge. 
• Try using a private or incognito browsing window to log in. This option can be useful if you have multiple vivaLAB test-takers in your household, or if you use your browser to save passwords. Once you have a private window open, try entering your email and password again. 

If the above steps don't work, try resetting your password based on the instructions further down on this page. 

Resetting your vivaLAB password: 

• Visit https://my.vivaLAB.health/login. 
• Click the button Change Password
• You should receive an email with the subject line "Reset your vivaLAB password" from customer.service@vivalab.health. If you do not see an email within a few minutes, check your email spam folder and add customer.service@vivalab.health to your email client's list of safe senders. 
• Click the link in the email "Reset your password here." 
• You will be brought to a page that asks you to enter a New Password and to confirm it. 
• Log back into your vivaLAB account with your new password. 

If you're continuing to have trouble logging into your vivaLAB account: 

Make a request with customer service for further assistance at customer.service@vivalab.health. 

If possible, please include the answers to the following questions in your request, this will help your issue get resolved as quickly as possible. 

• What is the email address on your account? 
• What browser are you using? vivaLAB's site is supported on the latest versions of Chrome, Firefox, Safari, and Microsoft Edge. 
• Are there any error messages? If so, what do they say?