Question 1

Do I need to create an account?

Accepted Answer

Yes. You need an account before you can start making appointments online. You can create one on this website, or just ask the chatbot to create one for you right in the chat.

Question 2

What personal information will I need to provide when I register for an account?

Accepted Answer

During the account creation process, you will be asked for your:
• First and last name
• Phone number (preferably, a mobile phone number with SMS functionality, if you would like to receive appointment reminders via text messaging)
• Email address

Question 3

What do I do if I have forgotten my password?

Accepted Answer

Click Forgot Your Password on the main page and enter your email address. A password reset link will be emailed to you.

Question 4

How do I change my contact information?

Accepted Answer

Sign in with your account. Open the menu in the top right corner of the page and select Profile. On the profile page, select Edit, change your contact information, then select Save Changes.

Question 5

How do I change my email address?

Accepted Answer

You can change the email address on your account yourself. Start it from your Profile by clicking "Edit" and then "Change email", or just ask the chatbot to change your email.

The steps you see do NOT depend on your email provider. A gmail.com, hotmail.com, outlook.com, or work address all work the same way. The steps depend only on how you sign in, and the "Change Email Address" screen detects your account type automatically:

If you sign in with a password (you type a password to log in), the screen shows a "Current password" field:
1. Open your Profile, click "Edit", then click "Change email".
2. In "New email address", enter the new email.
3. In "Current password", enter your current password.
4. Click "Send code". A 6-digit code is sent to the new email address.
5. Open the new inbox, enter the code in "Verification code", and click "Confirm change".

If you sign in with Google or Apple (you click "Sign in with Google" or "Sign in with Apple"), the screen shows those buttons instead of a password field:
1. Open your Profile, click "Edit", then click "Change email".
2. In "New email address", enter the new email.
3. Click "Sign in with Google" or "Sign in with Apple" (whichever you use), then re-verify with that same account.
4. A 6-digit code is sent to the new email address.
5. Open the new inbox, enter the code in "Verification code", and click "Confirm change".

Not sure which you are? If you normally type a password, you have a password account; if you click a "Sign in with Google/Apple" button, you have a social account. The screen picks the right option for you.

Notes: you need access to the new email's inbox to read the code; the new address must not already be used by another Lab Online Booking account; a notification is sent to your old email when the change is made; and your sign-in method and your appointments do not change (changing your portal email does not change your Google or Apple login, and nothing is lost). To change a family member's email address, use the Family Members page, or ask the chatbot to change your family member's email.

Question 6

How do I change my password on my registered account?

Accepted Answer

Sign in with your account. Once signed in, click on your name as displayed on the upper right-hand corner of the page. A drop-down menu will appear. Click Change Password. You will be asked to enter your current password and your desired new password. Click Change Password to save the changes.

Question 7

How do I sign out or log out of Lab Online Booking?

Accepted Answer

Open the menu in the top right corner of the page and select Logout. You will be returned to the sign-in page. Signing out of Lab Online Booking is also called logging off. You are also signed out automatically after 15 minutes without activity.

Question 8

How do I delete my account?

Accepted Answer

Sign in with your account. Open the menu in the top right corner of the page and select Profile. On the profile page, select Edit, then select Delete Account. Carefully read through the warning message and select Delete Account again if you would like to proceed. Deleting your account is permanent and cannot be undone. To book again you would need to create a new account. Any family members linked to your account, and their appointments, are deleted with it. To let someone keep their own account, disconnect them under Family Members first. There is no option to deactivate or pause an account instead.

Account Setup and Changes