FAQs Archive - Clearlee

Q: What if there is a tech issue or something goes wrong while I am testing?

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.

Q: What if I want to contest my results?

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.

Q: Can I stop my test and start over?

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”.

Q: How long do I have to take my test once requested?

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.

Q: How do I take my test?

Once you get a get a text or email saying your testing window has opened, you may begin your test. Make sure you have a strong wifi or cellular connection and your battery is charged to at least half-full. Place your phone in Do Not Disturb mode and open the Clearlee application on your phone. Put your phone into the provided phone stand and adjust it so that it is fully upright. This lets the selfie camera to capture as much of the testing area as possible. Set the phone and stand at least an arms length away. Use the pro Testing Mat until you become familiar with the experience. Click the TEST button and follow the onscreen instructions. Once testing starts, do not touch the screen or you may interrupt your test causing a Fail by Misstep . Please watch the How-To Video for an easy testing experience.

Q: How do I know when to test?

Once you download the Clearlee app and finish your account setup you’ll receive a contact card that you can save to your phone so you never miss a notification. After y our Enrollment Kit arrives, you'll start getting texts and emails letting you know your test window has opened. Your test window will be between 2 and 8 hours depending on what program you are in and if you are with a monitoring partner. For individual subscribers the test window is 8 hours. If you have any questions about your test window, please reach out to Clearlee support at support@clearlee.com.

Q: How do I set up my Testing Member account?

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