NeoAccess Support
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NeoAccess Support FAQs

Contact Client Services

NeoGenomics is dedicated to providing superior customer support. Here, you'll find answers to our most frequently asked questions (FAQs) to keep you moving forward. 


Looking for access to NeoLink?
Please call Client Services with your request at 866.776.5907, option 3 or email client.services@neogenomics.com

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Looking to begin using NeoAccess?

NeoAccess is our next-generation online ordering platform built specifically for oncologists. If you haven’t been introduced to NeoAccess, contact your NeoGenomics sales representative to learn more and gain access.

NeoAccess Sign-in FAQs
 

I can’t create a password:

  • Has your NeoGenomics sales manager requested access to the NeoAccess platform for you (is it possible you are attempting to log in before an account has been activated for you)?

  • Are you using a NeoAccess-approved internet browser? NeoAccess is designed to run in a Chrome browser.

 

I forgot my password:

  • Select forgot password > input your email address > an email will be sent to you with instructions to change your password.

 

A user is already logged in under my account:

  • This is likely because you have multiple tabs/windows open. When an alert is presented, click "YES" to log out of the other session that is open. You can then access NeoAccess with your current open session.

  • If the problem persists, your last session’s log out was likely unsuccessful. An incorrect log out will cause the platform to believe you are still logged in. If this appears to be the case, you can try the following:

    • Close all windows and restart your internet browser

    • Restart your PC

    • Wait 30 minutes for the session to timeout and reset

 

I cannot access the NeoAccess site, it’s just a blank page:

There are many situations that could impact this issue:

  • Your browser-type may be blocking the URL (Chrome is NeoAccess’ default browser)

  • You are not logged in to your organization’s VPN for security

  • Your IP may not be whitelisted for your organization’s security

  • NeoAccess site may be down for issues or maintenance

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Password Reset

I forgot my password:

  • Select forgot password > input your email address > an email will be sent to you with instructions to change your password.

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I can’t create an account:

  • Has your department head requested access to the NeoAccess platform for you (is it possible you are attempting to log in before an account has been activated for you)?

  • Are you using a NeoAccess-approved internet browser? NeoAccess is designed to run in a Chrome browser.

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