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FREQUENTLY ASKED QUESTIONS (FAQ)

Looking for information? The most frequently asked questions are listed in our FAQ. Check the topic that interests you. If you don't find the answer to your question, contact us by email at secretariat@probioqual.com, specifying your lab code.

Question Answer / Solution

I’ve lost my password.

Click on "Forgot Password" and fill in the required fields. You will then need to set a new password to log in.

The recovery key can be found in the header of the result report emails we send you.

My access to my personalized space is blocked.

Click on "Forgot Password" and fill in the required fields. You will then need to set a new password to log in.

The recovery key can be found in the header of the result report emails we send you.
My login credentials no longer work.

Log in, leaving the "Login" field empty.
If this still does not work, contact us by email, specifying your lab code.

I want to modify the email addresses on my account.

Go to "Account ➔ Manage Email Addresses".

1 - Default email address (must contain at least one email address).
2 - Specific email addresses by program: for example, this can be useful to prevent the person in charge of biochemistry controls from receiving hemostasis results.

Note: You can specify multiple addresses by separating them with semicolons, without spaces (e.g., name@example.com;name2@example.com;...).

I’m no longer receiving emails from ProBioQual.

Go to "Account ➔ Manage Email Addresses" and check that the entered addresses are correct. If there are no errors, consult your IT department to ensure our emails are not being blocked.

I need additional input because I have 3 devices for a program.

One registration gives you access to 2 inputs (except for specific cases). To input an additional device, you must take 2 registrations for the same program.
Question Answer / Solution

I want to register for one or more control programs for the first time.

Contact us by email at secretariat@probioqual.com.

I want to place an order for control products.

From your personalized interface: go to "Registration" and place your order. Don’t forget to validate your cart.

I’ve already placed an order but forgot to include a product.

From your personalized interface: go to "Registration" and place your order. Save your cart, then validate it after verifying the content to ensure your registration is processed.

I want to cancel an order.

If your order is still in your cart, you can delete it by clicking the "delete" button at the bottom left.

Otherwise, contact us by email, specifying your lab code.
Note: After the products have been delivered, cancellation is no longer possible.

I’ve lost my registration certificate.

Go to "Account ➔ Archives ➔ Registration Certificates".

I want to find the history of my orders.

From your personalized interface: go to "Registration ➔ View validated orders".
Question Answer / Solution

When should I receive my samples?

According to the annual shipping schedule, sent by email at the beginning of the year.

We notify you by email 15 days before the delivery of the kit, and again on the day the kit is shipped.

I didn’t receive my samples.

Check that you have registered: Go to "Account ➔ Archives ➔ Registration Certificates".

If you are registered, contact us by email, specifying your lab code.

I want to file a complaint about the delivery of my samples.

Contact us by email within 72 hours of delivery, specifying your lab code and attaching your delivery note.

I want to request a replacement sample.

Contact us by email, specifying your lab code and providing the reason for your request.
Question Answer / Solution

I want to modify my coding for a survey.

Before the survey closes: You can modify your coding in "Entry ➔ EEQ Entry" until the survey is closed.

After the survey closes:
- The results report has not yet been sent: contact us by email, specifying your lab code.
- The results report has already been sent: no modifications will be made.

I don't know where to find technical and device coding.

- Go to "Utilities ➔ Coding Table".

- Also check the program’s technical note: Go to "Documentation ➔ Select the program ➔ Click on Technical Notes ➔ Click on the eye icon".

What should I enter in the sorting code?

Leave the code as XX unless specific recommendations are indicated:
- In the program’s technical note: Go to "Documentation ➔ Select the program ➔ Click on Technical Notes ➔ Click on the eye icon".
- In the comments of the results reports.
- On your entry interface in the column Instructions by analyte.

I can't find my coding in the online coding table.

You can enter a comment while inputting your results: clearly specify your technique and device. The expert biologist will consider it when processing the survey.

I am changing my analysis technique (reagent) and/or analyzer and want to update my coding.

- Results have already been entered for the analyte(s) for which you want to change the technique and/or analyzer: make the changes directly in "Entry ➔ EEQ Entry".

- You have not yet entered results for the analyte(s) for which you want to change the technique and/or analyzer: Go to "Account ➔ Manage Saved Codes".
Question Answer / Solution

I want to know the deadline for entering survey results.

You can find this information:
- In the program’s technical note: Go to "Documentation ➔ choose the program ➔ Select Technical Notes".
- In your personalized calendar: Go to "Agenda".
- By email: Entry reminders are sent before the entry deadline.

The survey number I want to enter does not appear.

Only 4 surveys per program can be displayed at a time. To access the next surveys, you must wait for the first survey in the list to be closed.

I want to modify my entry for a survey.

Before the survey closes: You can modify your result in "Entry ➔ EEQ Entry" until the survey is closed.

After the survey closes:
- The results report has not yet been sent: contact us by email, specifying your lab code.
- The results report has already been sent: no modifications will be made.

I want to change the unit for a result.

It is not possible to change the unit for a single analyte.
For biochemistry programs only: Your account is configured for either traditional units or international units. The change applies to all biochemistry analytes. To modify the configuration of your entry interface, contact us by email, specifying your lab code.

How can I ensure my results have been saved?

A confirmation of entry will be sent to you by email after your entry has been saved.
You can also return to your entry and click on "Display Summary".

I forgot to enter my results before the deadline.

You can send your results to us by email using the entry forms available in "Documentation ➔ choose your program ➔ Entry Forms". The program’s expert biologist will decide whether to include your results based on the progress of their statistical processing. If your results are accepted, you will receive a confirmation of entry that must be verified.

Only one control is displayed, even though it is a double survey (Control_1 column).

Log out and log back in. If the issue persists, restart your computer before reconnecting.
Question Answer / Solution

I don’t have a measurement uncertainty result for an analyte.

The calculation of measurement uncertainty is performed on at least 8 compliant values (i.e., z-scores > 3 and having been graded by a peer group) for the same coding.

I want to calculate my measurement uncertainty over a defined period.

Go to "Consultation ➔ EEQ: Result Extraction / Measurement Uncertainties ➔ select the desired period ➔ select the program ➔ in Report Type, choose Measurement Uncertainties ➔ Extract".

I don’t know how to interpret my measurement uncertainties.

You can consult the documents "General EEQ Guidelines" and "Calculation of Measurement Uncertainty Using the LTCV Method" in "Documentation ➔ select the program ➔ General Guidelines ➔ click the eye icon".
Question Answer / Solution

An analyte is missing in my report.

You did not submit a result for this analyte. To view the global report, go to "Consultation ➔ Global Results".

I did not receive my result report.

Go to "Consultation ➔ Your Results".

I want to view my result reports.

Go to "Account ➔ Archives".

I want to extract my results by analyte over a defined period.

Go to "Consultation ➔ EEQ: Result Extraction / Measurement Uncertainty ➔ select the desired period ➔ choose the program ➔ in Report Type, select Result Extraction ➔ Extract".

I don’t know how to interpret my results.

You can consult the document "General EEQ Guidelines" in the "Documentation ➔ select the program ➔ General Guidelines" section.

My result is not graded. Why?

- Your peer group is too small: a minimum of 7 users is required to perform statistical calculations on a peer group.
- Check the general comment in the result report.
- You did not code your result.
- Otherwise, contact us by email, specifying your laboratory code.

Question Answer / Solution

I want to enter my monthly CIQ results.

Go to Entry ➔ CIQ Entry ➔ choose the CIQ ➔ select the batch ➔ In the "Automate Identification" box, click on "New" at the bottom left of the box and name your device as you wish ➔ Select your device ➔ In the "Period" box, add a period by clicking on "Add" at the bottom left of the box ➔ Select the added period ➔ Enter your monthly data ➔ Click on "Save".

You can view a first report by clicking on "Show Summary", comparing your average to the initial target of your peer group.

After validation by the expert biologist, you will receive a second report comparing your average to the cumulative target of your peer group.

I want to modify my CIQ entry.

You can go back to your entry, modify it, and save it. Your report will be revalidated by the expert biologist, and you will receive a new updated report.
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