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.
An Unidentified 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.
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.
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.
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.
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.
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:
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.
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.
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).