Help & reporting problems
Quick fixes for common problems, and how to tell us when something is broken.
Signing in
| Problem | What to do |
|---|---|
| The code email never arrived | Check Spam, and the Updates tab in Gmail. If you asked for many codes, wait 15 minutes |
| "That code didn't work" | Use the newest code email. Asking for a new code cancels the old one, and codes expire after 10 minutes |
| "This account does not have dashboard access" | You used a customer email on the Team Dashboard. Use a team email |
| "This is a staff account — sign in on the Dashboard instead" | You used a team email on the customer app. Use your own email |
| "Staff access only" or "Sign in with a customer account" | This browser is signed in as someone else. Click Sign out, or use a different browser window |
| I got signed out suddenly | Someone signed in as a different person in the same browser. Use one window per person |
Customer app
| Problem | What to do |
|---|---|
| Buy a kit sends me to a questionnaire | That's normal. Fill it in first |
| The order still says Payment pending | Wait a few seconds and refresh. If it stays, ask operations to click Check Stripe for payments on Fulfillment |
| The payment page won't let me pay | Add a phone number, and use Enter address manually with a Singapore postal code |
| "This kit isn't ready to register yet" | Operations hasn't clicked Ship yet |
| "That barcode doesn't match this kit" | The tube code is for another kit. Ask operations to copy it again from the Grab kit … · tube … line |
| My sample is stuck on Registered | That's normal until operations receives it. Nothing moves without the team |
| Nothing changes on screen | Refresh the page. The customer app doesn't update by itself |
| Intelligence says it's for members | Click Activate Orvana+ first. It's free in the test version |
Team Dashboard
| Problem | What to do |
|---|---|
| A red "Forbidden" message | That job belongs to another role. Sign in with the right email |
| "Sign in to continue" | You were signed out. Sign in again |
| "Unknown tube barcode" | Check the tube code for typos |
| "This kit was never registered by a customer" | The customer needs to register the kit first |
| My sample isn't listed when starting a batch | It must have passed Receiving first |
| Yellow file-name warning on Deliver FASTQ | That's normal with the test files |
md5 mismatch | The check code is for a different file. Copy both from the same test file |
could not fetch file | Copy the web address exactly as shown, starting https://docs.orvana.health/fixtures/ |
| No draft report after 5 minutes | Click Draft now on the batch page, and check Alerts |
| No Sign and release button | Sign in as the clinician and click Start review first |
Is Orvana down?
- Open status.orvana.health.
- If it looks fine but nothing works, tell us (below).
Reporting a problem
Send a message to the Orvana product team (Sean) with:
- Where: the web address, and which email you were signed in with.
- What you did: the steps, in order.
- What you expected and what actually happened, with any error message word for word.
- A screenshot or screen recording.
- The time it happened.
- Any codes on screen: order number, kit code, tube code, batch code.
Important Never send a sign-in code, and never share anyone's real health information.