Get help and use the support chat

You can ask Lab-Send-Go support for help through the support chat on our website, or by email at support@lab-send-go.com. The chat is provided by Zendesk. It uses cookies, so it only appears after you agree to them.

How do I open the support chat?

1. The first time you visit, a Support chat cookies banner appears at the bottom of the page.
2. Select Accept. The page reloads and the chat button appears in the corner of the page.
3. Select the chat button and type your question.

You do not need to be signed in. The chat is available on every page, including transfer, download, Received and inbound submission pages.

Screenshot placeholderhelp/img/support-chat-consent.png

Who answers my question?

Zendesk's support assistant answers first, using the articles in this help centre. If it cannot answer your question, or you would rather write to a person, email support@lab-send-go.com.

What should I not share in the chat?

What cookies does the chat use?

Zendesk uses cookies and browser storage to keep your conversation going as you move between pages. We do not use them for advertising or tracking. Until you select Accept, nothing from Zendesk is loaded and none of its cookies or storage is set. Your choice is remembered on this browser for six months, after which we ask again. See the Cookie Policy for the full list.

What happens if I reject the cookies?

The chat does not load, and the bottom of each page reads Support chat is off. Need help? with our email address, so you can still reach us at support@lab-send-go.com. Ignoring the banner is not agreeing: until you choose, the chat stays off and the banner is shown again on the next page.

How do I change my choice?

Select Cookie settings at the bottom of any page, then choose Accept or Reject. The page reloads when the chat needs to be added or removed. If you reject after accepting, the chat stops loading, but cookies and storage Zendesk already set stay until they expire or you clear this site's data in your browser.

Why is there no chat on a lab's website?

When a lab shows its inbound form inside its own website, neither the chat nor our cookie banner appears in the form, because you are on the lab's site rather than ours. Contact the lab about its form, or email support@lab-send-go.com. See Embed the inbound form on your website.

I accepted, but the chat does not appear

• Reload the page. The chat loads once the page has reloaded after Accept.
• Ad blockers, privacy extensions and strict tracking protection can stop the chat loading. Allow this site in them, or try another browser.
• Some practice and company networks block Zendesk. Try from another network, or email us instead.