After making a booking, if you have not received any of the documentation that you should, be sure to check your junk/spam folder. (See article: What documentation will I receive when I book a test?)
If you haven’t received your order confirmation email:
Was your account debited for the cost of the test?
- If not, your booking was not completed successfully; please try again.
- If yes, log in and see if your booking - and your Order Reference - appear in the ‘Latest Booking’ section of your account.
- If you can see the booking information in your account, check the ‘Profile’ section where you can correct your email if necessary. (See article: How to log into your account)
- If email was correct in your account please contact us and select 'Request booking confirmation' in the 'How can we help?' field.
- If you can’t see the booking information in your account or you can't access your account please contact us and select 'Help with making a booking' in the 'How can we help?' field so we can investigate.
- If you can see the booking information in your account, check the ‘Profile’ section where you can correct your email if necessary. (See article: How to log into your account)
If you haven’t received your booking confirmation email/QR code within 30 minutes of completion of your booking:
Check your junk/spam folder; the order and booking confirmations come from different sources, so your booking confirmation email might go to junk/spam, even though the order confirmation didn’t.
- If you did not receive a initial email (order confirmation), follow the steps under ‘If you haven’t received your order confirmation email’ above.
- If you did receive an order confirmation, log in and see if your booking - and your Order Reference - appear in the ‘Latest Booking’ section of your account.
- If yes, go to 'Booking actions' > 'resend QR code'
- If no, contact us and select 'Help with making a booking' in the 'How can we help?' field so we can investigate.