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How long does it take to receive my results?
Results for requests submitted during our authentication hours (Sunday 9 PM ET through Friday 8 PM ET, with a two-hour gap each day from 7 to 9 AM ET) will be available in the app within one hour. Requests submitted during that gap, after 8 PM ET on Friday, or on U.S. company holidays are processed within an hour of the next reopening.
Your result will appear as a push notification in the app and in the History tab. If the result is Authentic, the certificate is valid immediately — there is no need to wait.
Can I dispute an Unidentified result?
No, the financial guarantee only applies to an item that has been given an Authentic result.
My client left with the item, and I cannot take the requested photos.
Please send us a message in the chat so our team can confirm if we can proceed with the authentication without the requested images. In case we cannot proceed, you might need to ask your client to bring the item back.
Can I have a certificate for Unidentified items?
We only have certificates for Authentic items. If you need a document for an Unidentified item, you can request a Letter of Evidence for USD 15, which includes a list of the inconsistent regions for that item. Please send us a chat message or email with your request, and we will email you the letter within 24 hrs. (excluding weekends/holidays).
I disagree with the result I received. What can I do?
If you have doubts about the result, you can flag an item for a secondary review. You can flag the item by going to the result page of the item through the History page and clicking the 3 dots on the top right. The secondary review is free of charge and will take up to 24 hours (excluding weekends and holidays).
It’s been more than 60 minutes, and my result is not ready. What happened?
Please check your chat messages and/or retake notifications to see if we have requested extra information or photos from you, because in that case, we pause the authentication, and we cannot continue until we receive the requested information.
Also consider our authentication hours: Sunday 9 PM ET through Friday 8 PM ET, with a two-hour gap each day from 7 to 9 AM ET. If your item is “Under Review” and was submitted outside those hours or on a holiday, your result will be ready within an hour of the next reopening. Note that anything submitted after 8 PM ET on Friday is processed when we reopen on Sunday at 9 PM ET.
Can I cancel a test that was sent twice by mistake?
Yes, we can cancel it (invalidate it), but only while it is under review. After a result has been issued, Unidentified or Authentic, we can no longer cancel it.
If my result is Unidentified, can I do the test again?
Please refrain from submitting the same item twice because it will count towards your subscription if an Authentic or Unidentified result was issued for it. If you don’t agree with the result, please flag the item for secondary review.
How long do I have before the Retake request expires?
Retakes will be pending for 24 hours. After 24 hours, the authentication team may invalidate the submission.
If you cannot resubmit the image within 24 hours, please message us, and we can accommodate keeping the item in Needs Review.
Can I send additional images through the In-App chat?
We will send a Retake request in the bell icon when we need additional images. We are no longer accepting images in the In-App chat.
