Start with the issue that best matches what you are seeing.
I forgot my password
Use self-service password reset. If you still have access to your registered MFA method, you should be able to complete the reset without contacting support.
Resetting a forgotten password
I changed or lost my phone / MFA device
If you cannot use another registered MFA method or recovery option, contact your normal LabConnect support team. An administrator may need to reset your registered MFA devices.
Lost or replaced your MFA device
I did not receive the account setup email
Check your junk/spam folder and confirm you are checking the email address associated with your LabConnect account. If you still cannot find it, contact your normal LabConnect support team.
I use a shared/generic account
Review the shared-account guidance. Named users are strongly recommended, but we know some arrangements may need individual review.
Shared and generic LabConnect accounts
I have more than one LabConnect username linked to the same email
This is a known migration scenario. Do not change the accounts yourself unless instructed. See the multiple-username guidance and contact support if you have not already identified the issue.
I do not know which authentication method to choose
For most users, a mobile authenticator app is the recommended option, subject to your organisation's IT policies.
Choosing your authentication method
I still need help
The support page will direct you to the correct team for the laboratory you work with.