FAQ2023-09-21T14:09:49+00:00

Clearlee FAQ

How do I set up my Testing Member account?2023-09-18T19:16:02+00:00

 

  • A welcome email and temporary login information email will be sent to your email address
  • Download the Clearlee app 
  • Use your email as the username
  • Copy the temporary password to the password field
  • Log in
  • Select a permanent password of at least 8 characters that includes a number and a special character
  • Follow the instructions to verify your account with a code sent by text or email
  • Follow the instructions including taking your facial recognition photos and adding Supporters to your Support Network to complete your account set up process
How long do I have to take my test once requested?2023-09-18T18:00:54+00:00

Your testing window could be open from 2 to 8 hours depending on your program and if you are with a monitoring partner. The test window for individual subscribers is 8 hours. Test reminders will be sent throughout the testing window. It’s best to test earlier in your window so you have time to contact support with any technical problems you may have. Email support@clearlee.com or call Clearlee customer support at 888-242-4120 to learn more.

Can I stop my test and start over?2023-09-15T20:37:32+00:00

Once a test is started it cannot be stopped or restarted. Exiting a test results in a Fail by Misstep as it disrupts Identity Validation or “Chain of Custody”.

What if I want to contest my results?2023-09-15T20:36:30+00:00

If you need to contest your results, speak with your Monitoring Partner regarding confirmation testing onsite at their facility. Clearlee confirmation testing is in development and will be available in the near future.

What if there is a tech issue or something goes wrong while I am testing?2023-09-15T20:35:24+00:00

If you believe something has gone wrong with your test, always communicate this to your Monitoring Partner and supporters immediately.  If there is a connection issue, you should relocate to better WIFI or cellular coverage.  In case of weak signal, you may be prompted to upload your test again after you have completed the testing process. For tech issues, please email support@clearlee.com or call Clearlee customer support at 888-242-4120.

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