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Authenticating With Entrupy

Entrupy Results

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.

Contacting Entrupy Support

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 3rd, 2022
  • Martin Luther King Jr. Day – January 17th, 2022
  • President’s Day – February 21st, 2022
  • Good Friday – April 15th, 2022
  • Memorial Day – May 30th, 2022
  • Independence Day – July 4th, 2022
  • Labor Day – September 5th, 2022
  • Indigenous People Day (Columbus Day) – October 10th, 2022
  • Veteran’s Day –  November 11th, 2022
  • Thanksgiving Day – November 24th, 2022
  • Black Friday – November 25th, 2022
  • Christmas Eve – December 23rd, 2022
  • Christmas Day – December 26th, 2022
  • New Years Eve – December 30th, 2022

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 support@entrupy.com.

Troubleshooting

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).