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Frequently Asked Questions

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Certilabo Help

Looking for answers? Most questions can be answered instantly by contacting our Certilabo team.

Start with the Frequently Asked Questions

1. How do I create my Certilabo account on Certilabo web page?

The Certilabo account can be created by clicking the Log in/Sign up button on Certilabo.com. This opens the login pop-up window, where you should click Sign up and then proceed with filling out the information in the form. All of the lines marked with * are obligatory. When finished, click on Register and your Certilabo Account is good and ready.

2. How do I change my email address on Certilabo web page?

To change the e-mail address or password, you must first log into your account. Then you go to your Account Info where by clicking Edit you can change your company information, personal details such as name, e-mail, address and telephone number as well as your password. After making the desired changes click Save Changes.

3. What should I do if I forgot my password?

First you click Sign up/Log in and then you click the Forgot Password button in the Login pop-up window. After entering your username, you will receive an e-mail on your registered e-mail address with a new password. Then you log in with the new password, and once logged in, you can change it.

4. What type of support, the Certiabo team offers?

Certilabo has computer software professionals at stand by to assist with any software issues, as well as validation experts, to answer any of your validation related questions. We offer 3 types of software support: basic, standard and advanced. The basic support is free, while the standard and advanced support involve different levels of professional technical support and come with a certain fee. For more info about the support packages go to support page. You can purchase the standard or advanced support packages by logging in your account.

5. On what devices could Certilabo app be installed?

Certilabo is now available for IPad.

6. Where is my data saved?

Data is saved on your share of the private Certilabo server and this data is owned by you. You can purchase additional space on the server any time needed.

1. How do I place an order on certilabo web page?

To place an order you must first log in or sign up on Certilabo.com. Then you go to your account. If this is your first purchase and you wish to get one of the Certilabo packages, you should click on Make Order in your account or alternatively click Order on the package you wish to purchase in the Pricing page of Certilabo.com. Then you proceed with the payment.

2. What types of payment does Certilabo support?

You can purchase the Certilabo products in three different ways: -Credit card- you choose the Pay with Credit Card option after choosing the products you wish to purchase. First you fill out the credit card holder details and then you proceed to filling out the rest of the credit card details. After clicking Pay, the order cannot be changed or withdrawn. -PayPal- To pay with PayPal you must first register your credit card or debit card with your PayPal account. You can pay by simply choosing Pay with PayPal option, logging into your PayPal account, and confirming your payment. For more info go to Pay Pal. -Invoice- when paying by invoice you will be asked to provide an e-mail to which an invoice for your purchase will be sent. You can pay the invoice using the payment details provided in it. The purchased product/s will be delivered to you after the Certilabo team receives notification of payment from our bank.

3. What if my credit card, bank or financial institution is not supported?

If your credit card, bank or financial institution is not supported by our Pay with Credit Card option, you can still use two more payment options made available to you: Pay with PayPal and Pay by Invoice.

4. How do I extend my package?

You can extend your package by logging in and then going to your Application Accounts. Here you can opt for several types of extensions: more devices, additional space, professional support or extension of the time limit of the license. After making your choice, you proceed with payment.

5. How many orders can I place in Certilabo.com?

You can only buy one of the three packages offered: Basic, Optimum or Premium and then you can order additional extensions to it, according to your needs.

1. Which user name and password I should use to access to the web application?

The Administrator uses the username and password created when first registering the application on a device. The other users of the application create their web app login details directly on the web application.

2. After creating an account on the web app, can I use the account username and password to access the device app?

Yes, you can use the account username and password to access the device app, but only after your account has been approved by the Administrator.

3. What type of picture should be uploaded when creating an account in the web app?

You are supposed to upload a picture of your signature which should stand as proof of identification in the .jpg or .png format.

4. How do I edit my account on the web app?

The account on the web app can be edited by logging in with your web account details and then by clicking Edit Account. After making the desired changes in the form provided, you click Edit and the changes are saved.

5. How do I access the link that leads to Approve Protocol or Complete protocol?

An Administrator or one of the users of the client app should click Send Pre-approval Mail in the client app. A notification with a link that leads to Approve Protocol or Complete Protocol is automatically sent to the Administrator by e-mail.

6. What happens if I click on the No button in Approve Protocol?

If the Administrator clicks No in Approve Protocol in the web app, the protocol is not approved and all of the fields in it can still be edited by the assigned users.

7. What happens if I click on the Yes button in Approve Protocol?

If an Administrator clicks Yes in Approve Protocol in the web app, the protocol is approved and the fields in General Info, Locations and Objectives are systematized into a list and cannot be changed. You can still make changes in Users and Working Group and create new Certificates in Certificates section. You cannot add locations, principles, methods and acceptance criteria in each of the tests in Tests section, but you can fill the rest of the fields in the test that were frozen before the approval of the protocol. After the approval of the protocol, you can also add reports in the Results and Summary section of the Protocol and you can add and complete new actions in the Action Lists. All Administrators must click Yes in order for a protocol to be approved.

8. What happens if I click on the No button in Complete Protocol?

If an Administrator clicks No in Complete Protocol, the protocol is not completed and can be edited in the parts that are not frozen after its' approval.

9. What happens if I click on the Yes button in Complete Protocol?

If an Administrator clicks Yes in Complete protocol, the protocol is completed and cannot be further changed in any way. A pdf version of the Protocol is prepared and it can be opened on the device (by clicking the pdf button that appears in the upper right corner of the device screen) and further sent to different recipients via the pdf button. All Administrators must click Yes in order for a protocol to be completed.

1. After installing the app on device, which registration code should I use first?

There is no difference which of the codes you use first, you can choose any of them.

2. Do I need internet for data synchronization between devices?

Yes‏.

3. When do devices synchronize?

Devices are synchronized automatically, every time internet is available. The synchronization process works in a way that the last data entry is always the valid one, so if same data is edited from two different devices, the last entry will be valid.

4. How can I integrate multiple devices on site?

Devices will be able to work offline, however they will not synchronize while offline. You are able to fill data without an internet connection on site and the devices will automatically synchronize once internet is available again.

5. What types of users can be assigned in the application?

  • Administrator
  • Case worker
  • Junior Case Worker
  • User

6. What privileges does the Administrator have?

The Administrator can create protocols, edit pre-approved protocols, approve protocols, edit approved protocols, complete protocols, as well as assign and change the privileges of all of the other users. Every protocol must have at least one Administrator. A protocol can have more then one Administrator and they are all authorized to approve and complete the protocol. Such protocol can be approved and completed only if all Administrators agree on that.

7. What privileges does the Case Worker have?

The Case Worker can create protocols and edit them in the pre-approval and post-approval phase. The Case Worker does not have the authority to approve or complete a protocol, but can send the Administrator a request for approval or completion.

8. What privileges does the Junior Case Worker have?

The Junior Case Worker can edit already approved protocols if previously assigned to those protocols.

9. What privileges does the User have?

The User does not have any privileges, the Users' role is limited to being part of a Working group or signing a protocol if necessary.

10. How do I create a protocol?

In order to create a protocol you must be assigned the role of an Administrator or Case Worker. A protocol is created in the client app by clicking the Add New button in the protocol section.

11. What users could I assign the protocol to?

The Protocol can be assigned to all types of users.

12. How can different users work on the same protocol?

Different users can work on the same protocol only if they were previously assigned to it by an Administrator.

13. After the approval of a protocol, is it possible to add information and where?

After the approval of a protocol, the fields in General Info, Locations and Objectives are systematized into a list and cannot be changed. You can still make changes in Users and Working Group and create new Certificates in Certificates section. You cannot add locations, principles, methods and acceptance criteria in each of the tests in Tests section, but you can fill the rest of the fields in Tests that were frozen before the approval of the protocol. After the approval of the protocol, you can also add reports in the Results and Summary section of the Protocol and you can add and complete new actions in the Action Lists.

14. When is it necessary to create a Working Group?

A Working group must be created in order to add comments in the Tests section in a pre-approved Protocol and to add a report in the Results and Summary section. It is also necessary to create a Working Group to add an action in the Action list section. A Working Group must be created in an approved protocol in order to edit or fill out empty fields in the Test section or to add a user to the Review part of the Test section.

15. How do I approve a protocol?

A Protocol can only be approved by an Administrator in the web app. An Administrator or one of the users of the client app should click the Send Pre-approval Mail in the client app. A notification with a link that leads to Approve Protocol is automatically sent to the Administrator by e-mail.

16. How do I complete a protocol?

A protocol can only be completed by an Administrator in the web app. An Administrator or one of the users of the client app should click the Send Complete Protocol Mail in the client app. A notification with a link that leads to Complete Protocol is automatically sent to the Administrator by e-mail.

Need More Help?

Contact Certilabo

If you have a specific issue with bank accounts, transactions, or can’t find your answer in the frequently asked questions, you can contact Certilabo Service here. You’ll typically get a response within 24 hours.