Locked out
There is no LabFlow password, so there is nothing here to reset.
Signing in to LabFlow goes through Google. That means LabFlow has never held a password of yours, cannot change one, and cannot email you a reset link — there is no such link to send. What you need exists; it is just kept somewhere else, and this page is about getting you there quickly.
The one most people need
Recover the Google account itself
If you have forgotten the password on your Google account, lost the phone that approves sign-ins, or cannot get past two-step verification, this is the whole answer. It is Google’s own recovery — the same one you would use to get back into your mail — and once it works, LabFlow works again with no further step here.
It opens in a new tab on purpose, so this page and its four answers are still here when you come back. LabFlow is not involved in that recovery and never sees any part of it.
Four situations. Only the first one is about a password.
They look identical from the sign-in screen and they are fixed in four different places, by four different people. Picking the right one is most of the work.
Nothing is open yet. Choose the line that matches and it opens below — the address bar remembers which, so you can send somebody a link straight to the answer.
I cannot get into my Google account at allForgotten password, lost phone, or two-step verification I cannot pass.
This is the only one of the four that is genuinely a password problem, and it is not LabFlow’s. Your Google account is the key to every LabFlow laboratory you belong to, so recovering it recovers all of them at once — there is nothing to do here afterwards.
One thing this does not do: recovering the account does not restore access to a laboratory that removed you. Those are two separate doors, and the third branch below is about the second one.
I do not remember which Google account I usedPersonal or work, and possibly one you set up years ago for something else.
LabFlow cannot tell you, and deliberately will not guess. A page that accepted an address and answered “yes, that one has an account” would let anybody test addresses against a clinical system until one came back positive. So the answer comes from somewhere you already have access to. There are three, in order of how quickly they work.
Google signs me in, but LabFlow says I have no accessThe most common one, and the one least likely to be about you at all.
Your account is working perfectly. What is missing is a membership: no laboratory currently lists that address on its user list. LabFlow will not grant it — a laboratory decides who sees its patients’ data, and a support desk that could overrule that would make the whole boundary decorative.
Three things cause it, and the first is far and away the most frequent:
Send this to whoever manages users at your laboratory
Could you check my LabFlow user record? I am signing in with the Google address below and LabFlow says I have no access. I need to know (1) which address is listed on my record, (2) which role I have been given, and (3) whether my access is currently active. — my address:
Add your own address at the end before sending it. Nothing about it is transmitted from this page.
I am a patient trying to see my own resultsYou are probably not locked out. You may not have been given access yet.
If you are waiting on a result and cannot get in, the most likely explanation is not a password at all. A laboratory releases a result once somebody qualified has checked it, and it opens your access at that point — so a result can exist, be perfectly fine, and not yet be visible to you.
A report you were given on paper is the same report, and it does not need an account to be valid.
Four things this page will never do.
Each of them is standard on a password-reset page. None of them is possible here, and pretending otherwise would waste a day of somebody’s time in a laboratory.
There is no password to reset, so there is no link to send. That is also why there is no address field anywhere on this page — a box that accepted your address and then did nothing would be worse than no box at all.
LabFlow never receives it and has no mechanism that could. Google’s recovery at the top of this page is the only route, and it is the same one you would use for your mail.
Answering that turns a public page into a way of testing addresses against a clinical system until one comes back positive. The people who are allowed to tell you are the ones who already know who you are.
Nobody at LabFlow can, and that is the boundary working rather than the support desk failing. A laboratory that could be overruled from outside does not really control who reads its patients’ results.
Two doors, two keyholders, and neither of them is us.
Almost every wasted hour on this problem comes from asking the wrong one of these two. They control different things and neither can do the other’s job.
The account itself — who you are.
On a work address, your own IT administrator holds these rather than Google’s public recovery.
The membership — what you may see.
Anyone holding lab_manager or lab_owner at that laboratory. All twelve personas are listed on the features page.
LabFlow itself appears in neither column, and that is the design rather than an omission. It holds no password, so it cannot reset one. It does not decide who works at a laboratory, so it cannot grant access to one. What it does hold is the record of who was granted what and when — a sign-in writes a row saying so — which is exactly the capability that would be worthless if the same system could also let itself in.
If none of the four fits, write — but say which one you tried.
A message that names the address you signed in with, the laboratory you expected to reach and what the screen actually said gets a useful answer first time. A message saying “I cannot log in” takes three exchanges to reach the same point, and the person locked out waits through all three.
One thing to leave out: never include a patient identifier or a clinical detail. That inbox sits outside the clinical boundary, for the same reason the contact page says so on its own form.
Wondering why it works this way at all? The four reasons there is no password are stated on the sign-in page, including the honest cost of the choice.