Support
From first login to your report.
A short guide to the customer app: how to get started, what happens to your samples, how you receive your report, and what separates a lab report from a customer report.
Get started
Log in
You receive an invitation to the app by email. Open the link, log in at app.labservices.io, and add the app to your phone's home screen so it is one tap away in the field. Haven't received an invitation? Ask your laboratory.
Add the app to your home screen →Create a case
A case is a project: a building, a site, or a damage event. Give it a name and a client reference, and optionally an address. Every sample you submit is grouped under its case.
Submit your samples
Select the case and register each sample: type, collection location, collection date, and the lab it goes to. Press submit and the lab receives your submission straight away, with no paper form.
Follow the status
Your samples and their status are on your dashboard. You see when a sample has been received, when it is in analysis, and when the result is ready. No status calls needed.
The flow, from sample to report
1. You submit
Your submission arrives in the lab's own workspace with sample type, collection date, location, and your organisation.
2. The lab receives your samples
The lab registers the samples when they arrive. The status in your app updates, so you know your samples have reached the lab.
3. The lab analyses
The lab runs the analyses you ordered and enters the results. You can follow the progress on your dashboard.
4. The lab approves the report
When all analyses behind a report are complete, the lab reviews and approves it. An approved report is locked, so what you receive is the final version.
5. You receive your report
The lab releases the report and you are notified in the app. Open the case to read it or download the PDF.
How you get your report
Reports come from your laboratory. You do not need to request them.
- You get a notification the moment the lab has released a report to you.
- Open the case in the app to read the report, or download it as a PDF.
- A report is only released once every analysis it covers is complete.
- Your lab can release a report on the agreed delivery day. If you are waiting for a specific date, your laboratory can tell you when to expect it.
- PDF files are named with the order number, the case address, and the report name, so they are easy to file.
Lab report or customer report?
For an order, the lab can produce two kinds of report. They are built on the same results. What differs is who they are written for.
For the record
Lab report
The lab's formal analysis report, in a technical format.
- Written in the lab's technical format, with the detail of the analyses
- Approved by the lab, and locked once approved
- Carries the lab's own branding and template
- Use it when you need the full technical record of the analysis
For you
Customer report
A simplified version made for the person who ordered the analysis.
- Shows the results in a short, easy-to-read format
- Built for project managers, not for lab specialists
- Based on the same results as the lab report, presented more simply
- Use it to see the outcome quickly and to share it with your team or client
The customer report is a simpler presentation of the same results, not a different result. Which reports you receive for an order is set by your lab. If you are unsure which one you need, ask your laboratory.
If something does not look right
- A sample status has not changed, or a report has not arrived: ask your laboratory. They can see exactly where your sample is.
- You have a question about a result or what a report means: ask your laboratory. They issued the report.
- You cannot log in, or the invitation never arrived: ask your laboratory for help.
Frequently asked questions
Where do I find my report?
Open the case in the app. When your laboratory has released a report, you are notified and can read it there or download it as a PDF.
What is the difference between a lab report and a customer report?
The lab report is the lab's formal analysis report in a technical format. The customer report is a simplified version for the person who ordered the analysis. Both are based on the same results.
Does the customer report show different results?
No. It shows the same results as the lab report, in a simpler format that is quicker to read.
Which report should I use?
Use the customer report to see the outcome quickly and share it with your team or client. Use the lab report when you need the full technical record of the analysis.
Why has my report not arrived yet?
A report is only released once every analysis it covers is complete and the lab has approved it. Your lab may also release it on an agreed delivery day. Ask your laboratory for the expected date.
Who do I contact if I need help?
Your laboratory. They know your setup, your samples, and your results, and they can help you fastest.
Need help? Contact your laboratory.
Your laboratory is your point of contact for questions about a submission, a sample, a result, or your access to the app.