Although we hope your experience on SonoraQuest.com is a good one and that you find our site to be user-friendly, below are some common issues that you may experience. Simply click on the situation and review the information that should provide you with the help you need.

I requested my user name via email but did not receive it

Requests for user names generate an email to the email address that you provide. An email will be sent with any and all user names associated with the email address you provided. These emails come from WebSupport@SonoraQuest.com.

  • Check any other email accounts that you may have entered when you registered your account
  • Check your SPAM folder as the email may have been routed there by your email service
  • Check to see if you have any other email filtering rules that would automatically send emails to a separate folder other than your inbox
  • Check to make sure that your inbox is not full - if full, the email would not be able to reach you
  • If you only accept emails from known senders, you may need to add WebSupport@SonoraQuest.com to your authorized email recipient list
  • If all else fails, please take a few moments to register for a new account, making sure to store your user name and password in a safe location for future reference 

I requested my password via email but did not receive it

Requests for passwords generate an email to the email address that is on file for that particular user name. These emails come from WebSupport@SonoraQuest.com.

  • Check any other email accounts that you may have entered when you registered your account
  • Check your SPAM folder as the email may have been routed there by your email service
  • Check to see if you have any other email filtering rules that would automatically send emails to a separate folder other than your inbox
  • Check to make sure that your inbox is not full - if full, the email would not be able to reach you
  • If you only accept emails from known senders, you may need to add WebSupport@SonoraQuest.com to your authorized email recipient list
  • If all else fails, please take a few moments to register for a new account, making sure to store your user name and password in a safe location for future reference

I scheduled an appointment online but did not receive a confirmation email

Appointment confirmation emails are sent to the email address that is on file for that particular user name. These emails come from noreply@ttmail.timetrade.com.

  • Make sure that the email address under your account is your current email address
  • Check any other email accounts that you may have entered when you registered your account
  • Check your SPAM folder as the email may have been routed there by your email service
  • Check to see if you have any other email filtering rules that would automatically send emails to a separate folder other than your inbox
  • Check to make sure that your inbox is not full - if full, the email would not be able to reach you
  • If you only accept emails from known senders, you may need to add noreply@ttmail.timetrade.com to your authorized email recipient list

I entered my user name and password but am unable to login

  • Click on Forgot Username or Forgot Password on the login screen and follow the steps to retrieve your login information
  • It is not uncommon for user names to be forgotten, and keeping various user names straight can be a challenge. If you have your user name stored in a safe location, it may be helpful to confirm that you entered it correctly. In some cases, user names only vary slightly and the user name that was entered may belong to another patient (e.g., johndoe1 and johndoe2)

I am trying to register for a new account but it is not accepting my user name or password

For security purposes, we require the following criteria be met for user names and passwords. Please ensure that you are meeting these requirements and entering all required fields in the registration process:

User Name:

  • Minimum of six characters
  • No special characters (#, @, *, etc.)
  • No spaces

Password:

  • Minimum of six characters and maximum of 16 characters
  • Minimum of at least one letter and one number
  • No special characters (#, @, *, etc.)
  • No spaces

The Schedule an Appointment page is not appearing properly in Internet Explorer

This may be occurring due to your security settings. We recommended trying the following:

  • Go to Internet Options
  • Click on the Security tab
  • Click on the Sites button next to Trusted Sites
  • Enter https://apptscheduling.sonoraquest.com
  • Click on Add
  • Click on Close
  • Click on OK to close your Internet Options
  • Refresh your SonoraQuest.com page

If this does not resolve the issue, you may need to upgrade to a current version of Internet Explorer by visiting http://windows.microsoft.com/en-us/internet-explorer/download-ie 

The Schedule an Appointment and/or Get My Results page is not working properly in Safari

This may be occurring due to your security settings. We recommended trying the following:

Enable Cookies:

  • Go to Safari menu in the toolbar
  • Click on the Preferences option
  • Click on the Privacy tab and make sure cookies are enabled
  • Refresh your SonoraQuest.com page

Enable JavaScript:

  • Go to Safari menu in the toolbar
  • Click on the Preferences option
  • Click on the Security tab and make sure JavaScript is enabled
  • Refresh your SonoraQuest.com page

If this does not resolve the issue, you can attempt to schedule in a different internet browser or contact us via email for further assistance. 

 

How do I enable cookies in my web browser?

I am having trouble scheduling an appointment

For Technical Support, please contact us via email or call us toll-free at 1.855.367.2778.

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