Authenticating With Entrupy
Q. What is an Authentic result?
A. An Authentic result indicates that, at a microscopic level, the item being authenticated appears to be consistent with the profile of known authentic items from this particular Brand and Material.
Q. What is an Unknown result?
A. An Unknown result indicates that, at a microscopic level, the item being authenticated does not appear to be consistent with the profile of known authentic items from this particular Brand and Material.
Q. What is an Invalid result?
A. An Invalid result indicates that erroneous images were submitted as part of the authentication. Following an Invalid result, you will receive a message from Entrupy Support team regarding what needs to be done to improve the submission in a full resubmission. Please note that Invalid results are not counted for billing purposes.
Q. What is a Not Supported result?
A. A Not Supported result indicates that the item being authenticated is currently not supported by Entrupy. Please note that Not Supported results are not counted for billing purposes.
Q. I received an “Under Review” result. How long will it take to receive a result?
A. Needs Review items can take up to 1 business hour for a result to be issued. Additionally, Hermès items can take up to 24 business hours for a result to be issued. Please note that we endeavor to provide you a result as soon as possible, and you will receive a push notification on the iPod once a result is available for viewing.
Q. I submitted an authentication outside of business hours. When will I receive a result?
A. Authentications submitted outside of support hours on weekdays will be resolved by 11:00 AM (US Eastern Time) the following morning. Authentications submitted outside of support hours on weekends will be resolved by 11:00 AM (EST) on the following Monday morning.
Contacting Entrupy Support
Q. What are Entrupy’s support hours?
A. Entrupy hours of operation are Monday through Friday, from 10:00 AM (US Eastern Time) to 7:00 PM (US Eastern Time), except for specified holidays.
Entrupy holidays include the following:
- New Years Day – January 1st
- Memorial Day – May 28th
- Independence Day – July 4th
- Labor Day – September 3rd
- Columbus Day – October 8th
- Veteran’s Day – November 12th
- Thanksgiving Day – November 22nd
- Black Friday – November 23rd
- Christmas Eve – December 24th
- Christmas Day – December 25th
- New Years Eve – December 31st
Q. How do I get in touch with the Entrupy Support team?
A. If you have any questions about using the Entrupy authentication system, you can get in touch with the Entrupy Support team using the in-app chat function or emailing the team at firstname.lastname@example.org.
Q. I am using the Entrupy device. Why is my iPod’s screen dark?
A. Please check that the black USB cord on the Entrupy device is connected to a power source. This is required to power the light source for microscopic image capture.
Q. Why is the upload slow and/or my authentication submission timing out?
A. File sizes for the device are quite large and require a moderate level of Wi-Fi strength. If you are experiencing slow or failed uploads try getting closer to your router, and also ensure that you have good line of sight (e.g. there are no doors or walls separating you from your router).