Dynacare Plus - Frequently Asked Questions

Registration Process
How do I register with Dynacare Plus?
To ensure maximum security of your personal information, our registration is designed as a step-by-step process. Go to DynacarePlus.com and click "Create Account"; we will walk you through the following steps:- Step 1: Provide an email address, create a password and 2 unique security questions to make your account secure. Step 2: Enter some personal information such as your name, date of birth, etc., as well as your Dynacare Plus PIN(optional), to help us verify your identity and match you to your health records. Step 3: Purchase a membership to Dynacare Plus* You will be sent an activation email; click on the link in this email to activate your Dynacare Plus account. In order to protect your privacy, we need to verify your identity before we grant you access to your health records. Identity verification is a one-time process, and can be completed as part of registration or when you access "My Lab Results". *Customers who purchased a Dynacare lab services in Quebec in the last 30 days before registration will not be required to purchase their Dynacare Plus membership separately. Customers participating in a Dynacare Workplace health and wellness program may not be required to purchase their Dynacare Plus membership separately. All such customers will skip Step 3 and an activation email will be sent to their registered email address.
Why am I asked for my credit card information during registration, when I have paid for my membership at a Dynacare location or when I am eligible for a free membership?
Your credit card will not be charged for your membership during registration since you have already paid for your membership. The purpose of requesting your credit card information is to set your Dynacare Plus account to auto-renew, so that you can have uninterrupted access to your account. If you do not wish to have your Dynacare Plus account auto-renew, you can skip this step.
How do I login to Dynacare Plus?
You can login to your Dynacare Plus account using your email address.
Are there any restrictions on who can register for Dynacare Plus?
In order to register for Dynacare Plus, you must be 16 years old or older at the time of creating the account
Can I register for Dynacare Plus using the Dynacare Plus mobile app?
No. To register for Dynacare Plus, you will need to visit our website at DynacarePlus.com and click "Create Account". Please note that our website is accessible on all devices, including desktops, laptops, tablets, and smartphones.
When I try to register, I receive the error message 'Email already exists'.
This error will occur if you are attempting to register using an email address that is already in use. Please enter a new email address and try again.
My spouse and I are sharing the same email address. How can we register separately?
Dynacare Plus is designed to provide lab results and other health information for a specific individual. Therefore, each individual should create and monitor their own Dynacare Plus account. Both you and your spouse can register by providing unique email addresses. Please note that any email communication will be delivered to the email address added to your account. Please ensure that each email is read by the intended person.
When I try to confirm my registration, an error page is displayed.
An error page appears when there is a problem processing your request. When you clicked on the link in your account activation email, your email program may not have recognized the entire URL link Please note that the URL link may not fit on a single line. Some email programs do not recognize that the URL continues on the second line. In this case, it is important that you copy and paste the complete link into your browser. Please also note, you will need to use one of the following supported browsers to access Dynacare Plus: - Google Chrome 88 or higher - Microsoft Edge 88 or higher - Internet Explorer 11 - Safari 11 or higher - IPhone & IPad (Safari and Chrome) - Android phone and tablet (Chrome and android default browser)
I want to add a family member to my account.
Dynacare Plus is designed to provide lab results and other health information for a specific individual. Each individual should create and monitor their own Dynacare Plus account. A family member can register on the portal by providing a unique username, email address, and their own Dynacare Plus PIN.
Why do I need to agree to your Terms of Use?
In order to register to use Dynacare Plus, you must read and agree to our Privacy Policy and Terms of Use. This document explains the legal agreement you make by registering for and using Dynacare Plus. If you decline this Terms of Use, you will not be able to create an account or access your lab test results through Dynacare Plus.
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Identity Verification
Why do I need to verify my identity?
In order to protect your privacy, we need to verify your identity before granting access to your health records. Identity verification is a one-time process. You can use either one of these options on DynacarePlus.com to verify your identity: 1. In person verification: When you visit a Dynacare location for lab work in Ontario or Quebec, or participate in a Dynacare Workplace health and wellness program, you will receive a Dynacare Plus PIN. You can provide this information during registration, or when you access "My Lab Results" after activating your account. 2. Digital Verification: If you do not have a PIN, you can access your health records by using Interac^® verification service when you access "My Lab Results" after activating your account Digital Verification is currently available only in Ontario.
I am trying to verify my identity with my Dynacare Plus PIN , but I cannot find my Dynacare Plus PIN.
If you misplaced the brochure you were provided when your lab samples were collected, or the brochure you were provided does not have a Dynacare Plus PIN attached to it, you will have to return to the Dynacare location where your lab samples were collected, and ask for a Dynacare Plus PIN. You can also use you can use Interac^® verification service when you access "My Lab Results" after activating your account. As per our privacy policy, we will not disclose personal health information until complete authentication occurs online.
I am trying to complete my identity proofing with Dynacare Plus using my Dynacare Plus PIN, but the system cannot match me to my health records.
Any of the following situations may have happened: - The personal information you provided does not match the information on the lab order from your healthcare provider. Please go to My Profile, verify your personal information and try again. - The Dynacare Plus PIN you provided does not match the number in our records. Please note that your Dynacare Plus PIN is case-sensitive. Please re-enter it and try again. - You do not have any lab orders in the last 30 days. Please visit our Contact Us page if the above resolutions don't work and the problem persists.
What is Interac^® verification service?
Interac^® verification service is a service offered that helps verify your identity using personal information that you consent to share from your financial institution with Dynacare Plus. In order to protect your privacy, we need to verify your identity before granting access to your health records. Identity verification is a one-time process.
I was trying to complete my identity verification with Dynacare Plus and I received a message my account is frozen. What can I do to get access to my account?
In order to protect your security, your account was locked because of 5 unsuccessful attempts to complete your identity verification. An email has been sent to your registered email account. Please visit our Contact Us page to submit a request to gain access to your account
How do I use Interac^® verification service?
Before using Interac^® verification service, you need to have an active Dynacare Plus account and have completed a lab test at Dynacare in the last 30 days. If you have already verified your identity using a Dynacare Plus PIN, you do not need to use Interac^® verification service. To verify your identity using Interac^® verification service, please do the following: 1. Login to DynacarePlus.com and select "My Lab Results". 2. Select the option using Interac^® verification service* and click Submit 3. You will be redirected to the Interac^® verification service service. Complete your verification by signing in to your current financial institution, or by using the Interac^® verification service mobile app 4. On completion of the identity verification process, you will be able you see your lab results. Please note that you will be prompted to download the Interac^® verification service mobile app, if you do not have it already installed on your mobile device. For help setting up your Interac^® verification service profile, read this FAQ. * You will be asked to provide consent to share your personal information to complete the verification process.
How do I change the language of the Interac^® verification service service?
Changing the language of the Interac^® verification service can only be done by setting your language preference in your browser's settings menu. The Interac^® verification service website supports both English and French.
Are there any restrictions using Interac^® verification service?
To verify your identity successfully using Interac^® verification service: - You must have an active Dynacare Plus account - You must complete the process on DynacarePlus.com - You must have a completed lab test at Dynacare in the last 30 days - The personal information* that you provided must match your information on the lab order from your healthcare provider. - The personal information* that you provided must match your information from your financial institution *Go to My Profile to verify your personal information
I am not able to successfully verify my identity using Interac^® verification service
Any of the following situations may have happened: - The personal information you provided does not match the information on the lab order from your healthcare provider. Please go to My Profile, verify your personal information and try again. - You do not have any lab orders in the last 30 days. - The personal information you provided does not match the information from your financial institution. Please contact your financial institution to update their records. After your personal information has been updated with your financial institution, please re-start the identity verification process. - You may not have provided consent to your financial institution to release your personal information to Dynacare Plus. Please re-start your identity verification process and provide consent. Please visit our Contact Us page if the above resolutions don't work and the problem persists.
I have completed my identity verification using Interac^® verification service but I am still not able to see my results.
After verifying your identity using Interac^® verification service, we still require a few additional steps to ensure your profile matches the records in our system. This process usually occurs immediately; however, in some cases it can take up to 1 day. You will be able to see your results within 24 hours. To receive a notification to your registered email address when your results are ready, do the following. 1. Select My Account from the top navigation bar 2. Select Account Settings 3. Select Manage My Lab Test Notification Settings 4. Check the notifications you would like to receive or uncheck the ones you no longer need.
How does Interac^® verification service keep my data safe?
Interac^® verification service has no access to the credentials you use to log in to your financial institution and your personal information is not stored in the Interac^® verification service service. The Interac^® verification service service uses strong, leading-edge security protocols to help prevent your personal information from being identified, accessed or misused.
I do not want to use Interac^® verification service to verify my identity. How can I access my health records?
If you do not want to Interac^® verification service to verify your identity, you can visit a Dynacare location for lab work in Ontario or Quebec to receive a Dynacare Plus PIN. Once you have received the Dynacare Plus PIN, login to your active account and choose the option to provide the Dynacare Plus PIN when prompted to complete the identity verification.
I do not want to share my personal information from my financial institution. How can I access my health records?
If you do not want to consent sharing your information from your financial institution, you can visit a Dynacare location for lab work in Ontario or Quebec to receive a Dynacare Plus PIN. Once you have received the Dynacare Plus, login to your active account and choose the option to provide the Dynacare Plus PIN when prompted to complete the identity verification.
How do I get more information on Interac^® verification service?
To learn more about Interac^® verification service, click Here For help setting up your Interac^® verification service profile, read this FAQ Visit support related information, visit Interac^® verification service Knowledge Base For supported device information click Here
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Viewing My Results
How do I view my lab reports on Dynacare Plus?
Once you register with Dynacare Plus and verify your identity, your lab reports will be available in the My Lab Test Results section. Please note that your lab reports will be available in your account within 3 hours of Dynacare entering the order in our system. If you have selected to receive email updates, a notification email will be sent to you when your lab reports are available. All of your subsequent lab reports will become available in your Dynacare Plus account. There is no need to create another account, obtain another Dynacare Plus PIN, or verify your identity again to see these reports.
I have already registered with Dynacare Plus and previously viewed my initial lab report. However, I cannot view my subsequent lab reports.
Please note that your lab report is released to Dynacare Plus within 3 hours of Dynacare entering the order in our system. You should be able to view your lab reports if the personal information that you provided matches your information on file in our ordering system. Please access My Profile to make sure that the personal information you provided online are entered correctly. If this information is correct, and you can't view your lab report, visit our Contact Us page to submit a request. Please also note that lab test results generally take 1 calendar day to analyze. Some tests do require longer timeframes for analysis than others. You can look up the specific turnaround time for your test to be analyzed at Dynacare.ca/find-a-test If it has been longer than the turnaround time since your lab samples were collected, and you can't view them on your lab report on Dynacare Plus, please visit our Contact Us page to submit a request.
How do I get a Dynacare Plus PIN if I do not need to get lab results immediately?
In order to protect your privacy, we only provide you with your Dynacare Plus PIN at the time your lab samples are collected. Please note, you will need a lab test completed in the last 30 days in order to verify your identity on Dynacare Plus.
What tests are included in my lab report?
Your lab report includes all diagnostic tests ordered by your physician. However, certain test results can only be obtained by communicating with your healthcare provider even if the result is normal These tests include the following: - Genetic tests, cardiology tests, and pathology tests - Tests controlled by regulatory requirements - Tests sent to government lab for analysis - Tests required to be reported directly to your physician If you have questions about any of the results in your lab report, please consult your physician or healthcare provider. They can discuss your concerns with you and provide perspective based on your health status.
Some of my tests are out of range. What should I do?
Please note that the ranges shown in this report are merely guidelines. Healthy people may sometimes fall outside the expected ranges. The expected ranges, and your results, are not meant to provide a diagnosis. We encourage you to discuss your results with your physician or healthcare provider. If you have questions about any of the results in your lab report, please consult your physician or healthcare provider. They can discuss your concerns with you and provide perspective based on your health status.
What does "expected range" mean?
The expected range for a given test is generally based on the results for 95% of the healthy population. This means 1 out of every 20 healthy people will have results outside the "expected range". Sometimes patients whose test results are outside the reference range may be healthy, and some patients whose test results are within the reference range may have a health concern. Please consult your physician or healthcare provider if you have questions about your lab results.
How many times can I access my lab report?
Your lab report is available from the date it was released to Dynacare Plus. You can access and view your report(s) as many times as you wish during the term of your membership.
How do I setup an email notification to inform me that my lab reports are available
To receive a notification to your registered email address, do the following 1. Select My Account from the top navigation bar 2. Select Account Settings 3. Select Manage My Lab Test Notification Settings 4. Check the notifications you would like to receive
How can I stop the email notifications when my lab reports are available
To stop receiving a notification to your registered email address, do the following 1. Select My Account from the top navigation bar 2. Select Account Settings 3. Select Manage My Lab Test Notification Settings 4. Uncheck the notifications you no longer want to receive notifications
I have received an email notification informing me that my lab report has been updated. Why was my report updated?
Your report may be updated by the testing laboratory (Dynacare) for any of the following reasons: - A corrected test result or an adjusted reference range - Data entry corrections such as date or time of sample collection, etc. Please note that the updated reports marked REVISED will clearly highlight the changes that were made to the test result values.
Can I view lab reports that were generated prior to registering with Dynacare Plus?
When you register with Dynacare Plus and enter your Dynacare Plus PIN, you will be able to view all of your lab reports generated during the previous 30 days.
Why are some tests in my lab report still listed as "Pending"?
"Pending" means that your test results are not ready to be released to Dynacare Plus. Some tests take more time than others to analyze. In some cases, it can take several weeks to analyze, while in other cases it can take less than 24 hours. You can look up the specific turnaround time for your test to be analyzed at Dynacare.ca/find-a-test. Food Intolerance Reports ordered by your Naturopath Physician would be reported on Dynacare Plus after 14 days from the time the results are finalized. Please contact your Naturopath Physician if you need the report before the 14 days. Please note that you will be notified by email when the results of your pending tests become available on Dynacare Plus.
Why are there different reporting formats for my lab results?
When you click to a test detail page you might see a lot of information or you might see very little information. Currently there are approximately 300 tests that have "more" information compared to the rest of the tests. These 300 were chosen to have more information as they are considered "common" tests. Eventually the less common tests will have similar amounts of information as content gets updated over time.
How do I navigate to view my results graphically, and/or track my result trends for a particular test?
When looking at the Detail View of a specific test, you have 2 options - Single: You can click on the Single View option to see only the most current results of a specific lab test - Trend: You can click on the Trend View option to see the results of a specific lab test over time; this allows you to spot any trends in your results
My spouse does not have access to my lab report.
This service is designed to provide lab results and other health information for a specific individual. If you want to share this information with a family member or a healthcare provider, you may print a copy directly from Dynacare Plus and share it with them.
How can I print my lab test results on the website?
To print and save your lab results, you can CREATE PDF , and then save it to your computer or print for your reference. You can generate reports of your lab test records in 3 different ways: You can print summary reports of your lab test results for one or more selected orders. You can print detailed reports of specific lab test results of your choice. You can print full reports that include both a summary of your lab test results as well as the details of specific lab test results. When you click on CREATE PDF , you will be asked to select which of the 3 types of report you would like to generate. You will also be asked whether you would like to include other information in your report, like information to help you understand your lab test results and details of your current health profile. You will be notified when the report would be ready. To view your report, simply sign in to your Dynacare Plus account, access the message in the Inbox, and click on the link to view, print or save your report.
Why do I see some tests with status "Cancelled"?
In some cases, particularly in Quebec, our staff may have entered your order as a panel that could include some tests not actually on your request form in order to give you the best pricing possible; in these cases, our staff would have canceled the tests in the panel that weren't on your request form. In other cases, your healthcare provider may have asked Dynacare to cancel certain tests that were on your lab request form.
Why do I see more than one reference range in the trend view for a single test?
Reference ranges are specific to the facility performing the test. It is possible that your test may have been performed at different facilities over time, each with different reference ranges.
Why am I unable to click the "Create PDF" button?
When the Detail View of your Lab Test Result has a pre-generated report, the "Create PDF" button will not be clickable. You can access your pre-generated report by clicking on the link on the page.
Why am I unable to click the "Trend" button?
When the Detail View of your Lab Test Result has a pre-generated report, the "Trend" button will not be clickable.
My physician has collected my sample for lab testing, and I do not have a Dynacare Plus PIN. Can I view my results on Dynacare Plus?
Yes, you can view your results on Dynacare Plus as long as your physician sends your samples to Dynacare for testing To view your results on Dynacare Plus, you would need to register for an account and verify your identity. Please refer to our FAQs related to registration and identity verification.
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Payment Questions
What does a membership for Dynacare Plus cost?
The cost of a Dynacare Plus membership is $9.99 per year. This price does not include the sales tax. Customers who purchased a Dynacare lab services in Quebec in the last 30 days before registration will not be required to purchase their Dynacare Plus membership separately. Customers participating in a Dynacare Workplace health and wellness program may not be required to purchase their Dynacare Plus membership separately.
How can I pay for Dynacare Plus?
We accept payment online during registration by Visa, Master Card, American Express, and Visa Debit. We also accept payment directly at our locations by each of the methods listed above. Customers who purchased a Dynacare lab services in Quebec in the last 30 days before registration will not be required to purchase their Dynacare Plus membership separately. Customers participating in a Dynacare Workplace health and wellness program may not be required to purchase their Dynacare Plus membership separately.
Why am I asked for my credit card information during registration, when I have paid for my membership at a Dynacare location or when I am eligible for a free membership?
Your credit card will not be charged for your membership during registration since you have already paid for your membership. The purpose of requesting your credit card information is to set your Dynacare Plus account to auto-renew, so that you can have uninterrupted access to your account. If you do not wish to have your Dynacare Plus account auto-renew, you can skip this step.
My account has been set for auto-renewal. Does Dynacare Plus keep my credit card information on record?
Your credit card information is stored by our payment processing agent, TD. Dynacare Plus does not store this information.
My account has been set for auto-renewal. When will my credit card be charged?
Your credit card on record with our payment processing agent, TD, will be charged your annual membership fee on the specified expiry date of your membership each year. To check your expiry date, login to DynacarePlus.com and go to "Account Membership" under "My Account"
How do I opt-out of the auto renewal feature for my Dynacare Plus membership?
If you do not want to auto-renew your Dynacare Plus membership, go to "Manage Auto-Renewal Consent" under "My Account". Select "No, I do NOT consent", and click "Save".
How can I update my credit card information on Dynacare Plus?
To update your credit card information, login to DynacarePlus.com and go to "Manage My Payment Information" under "My Account". Click on "Update Payment Profile" and provide the requested information. The information provided will be stored with our payment processing agent, TD.
Can I get a refund for my membership to Dynacare Plus?
If you purchase a membership for Dynacare Plus, you are entitled to a refund within 30 days of registration if no lab test orders have been posted to your account. To request a refund, please visit our Contact Us Page to submit a request for refund Customers who purchased a Dynacare lab services in Quebec in the last 30 days before registration will not be required to purchase their Dynacare Plus membership separately. Customers participating in a Dynacare Workplace health and wellness program may not be required to purchase their Dynacare Plus membership separately.
Does Dynacare Plus offer complimentary memberships?
Dynacare Plus offers complimentary annual membership with the purchase of select Dynacare lab services. A member is eligible to redeem up to 2 complimentary annual memberships per year. In Quebec, any purchase of a lab service qualifies for a complimentary annual membership. In every province, SARS-CoV-2 (COVID-19) Antibody or Coronavirus Diseases 2019 (COVID-19) test or Food Intolerance test ordered from Dynacare, will qualify for a complimentary annual membership.
Which Dynacare lab services are eligible for complimentary membership?
In Quebec, any purchase of a lab service qualifies for a complimentary annual membership. In every province, SARS-CoV-2 (COVID-19) Antibody or Coronavirus Diseases 2019 (COVID-19) test or Food Intolerance test ordered from Dynacare, will qualify for a complimentary annual membership.* *You are eligible to redeem up to 2 complimentary annual memberships per year.
How can I redeem my complimentary membership from an eligible Dynacare lab service?
Your complimentary annual membership* is automatically applied to your account. If you have received a Dynacare lab service that is eligible for complimentary membership in the last 30 days of creating a new account, you will not be prompted to pay for your membership. If you are already a Dynacare Plus member, and have purchased an eligible Dynacare service, your current membership will be extended by one year at no additional cost. *You are eligible to redeem up to 2 complimentary annual memberships per year.
Do I need to pay for Digital Mental Health Therapy?
As a Dynacare Plus member, you can access the Digital Mental Health Therapy offered by BEACON at preferred rates. You will be required to pay BEACON directly for their services. For BEACON pricing information, login to DynacarePlus.com and select Talk to a registered mental health therapist available under our Hub. Most benefit plans in Canada cover digital health therapy as a reimbursable expense. Please contact your benefit plan provider to confirm they cover these costs.
Do I need to pay for connecting virtually with a Canadian doctor?
Depending on your province, you can access virtual care services free-of-charge using your valid heath card. To find out what charges apply based on your province, please login to DynacarePlus.com and select Book an Appointment with a Doctor under our Hub.
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Privacy Concerns
Who do I contact if I have questions related to privacy?
If you have any questions or concerns related to privacy, please review our full Privacy Policy. This link also includes instructions on how to contact our Privacy Officer.
Is this service overseen by provincial legislation?
Online access to lab results by patients is supported by legislation and is considered a 'routine release of information'.
Who has access to my lab report in Dynacare Plus?
You are the only person with secure access to your lab reports online through Dynacare Plus. To maintain your privacy, please make sure that your user name and password are secured. Please note, your lab results will always be reported to the physician or healthcare provider who initially requested the tests. This reporting process is separate from Dynacare Plus.
Who has access to my personal information?
Protecting your personal information and preventing unauthorized access is most important to Dynacare. Only authorized employees are permitted to access it when necessary. We follow strict procedures and protocols to safeguard your personal information, including internal firewalls, virus monitoring, encryption, and secure connectivity between your web browser and the Dynacare Plus site.
Why is my personal information collected during the registration process?
Your personal information is required so that we can confirm your identity and match it against our records. We only collect personal information deemed necessary by Dynacare. Contact information, like your address and phone number, are collected to provide us with alternate ways of contacting you if necessary.
Is my personal information shared with other organizations?
We do not sell personal information. We share personal information with third-parties to support a limited number of Dynacare Plus services; however, you must initiate the sharing action with our third-party. Your personal information is not used or disclosed for purposes other than those for which the information is collected or as required, or permitted, by law. Please refer to our Privacy Policy for complete details.
How long is my personal information kept?
Personal information is kept as long as you use this service. If the account is inactive for a period of 3 years or you decide to purge your account, your personal information will no longer be available.
Why do you need my email address?
Your email address is required as part of the identification and validation process. Your email address will also be used in case you need to access services to change a forgotten password or to unlock your account. If you choose to receive email notifications (see My Settings), an email will be sent to you when your lab report is ready to view or has been updated. Please note, Dynacare will not use your email address for commercial or promotional purposes without your consent. Dynacare does not share or sell your email address (or any personal information) with any 3rd party.
How are my personal information and lab results protected?
Dynacare is committed to protecting your personal information and lab results. Dynacare has taken all reasonable precautions to ensure that your personal information is protected from loss, theft, unauthorized access, modification, use, copying, disclosure, or tampering. To ensure maximum security, Dynacare has implemented a number of security measures such as strong passwords, encrypted information during transit, automatic sign-out after a period of inactivity, account lock-out after 6 unsuccessful sign-in attempts, 5 unsuccessful attempts to complete your identity verification, and a few others. Please note that you are responsible for protecting your password and any actions taken with them. Please refer to our Privacy Policy for complete details.
Where is the information stored?
All personal information - including lab results - is stored in a secure environment owned and monitored by a third-party provider, Dynacare's technology partner for Dynacare Plus. When using third-party services within Dynacare Plus, your personal information may be stored outside of Canada.
How is your staff trained about privacy?
Patient privacy is most important to Dynacare. All staff members are trained in our standard procedures for protecting patient privacy and responding to any breaches in patient privacy.
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Security Concerns
I forgot my password. What can I do?
Forgot your password? No problem! You can use one of the following options: Just follow these easy steps: Step 1: Click "Forgot password?" on our home page, just under the login box. Step 2: Enter your email address. Step 3: Follow the process Step 4: An email will be sent to you with your account information. You'll have to click the link provided in this email to reset your password. That's it! You're now ready to access your account and connect with your health. Your account will be frozen if Step 3 fails. When your account is frozen, in order to protect your security, you have the option to use Interac^® verification service to unlock your account and recover your password.
How often will I be required to change my password?
You do not need to change your password unless you have forgotten your password. To reset your password click on "Forgot password?" from the login page and follow the instructions on the screen. You can also change your password from "Account Settings" available under "My Account". In order to protect your security, you will be required to answer security questions or enter the 6 digit code sent to your verified phone number after 6 months of inactivity. If you fail this process, your account will be locked. An email has been sent to your registered email account. Please visit our Contact Us page to submit a request to gain access to your account.
My account is locked. What can I do?
Your account has been locked because any of the following situations may have happened. 1. You have provided a security answer that does not match our records 2. You have provided a 6-digit code that does not match our records 3. You had 5 unsuccessful attempts to complete your identity verification. 4. You had 2 unsuccessful attempts to complete Interac^® verification service to unlock your account and recover your password. Please visit our Contact Us Page to submit a request to gain access to your account.
Why do I receive an error message telling me that my answer to a security question or the code I entered is incorrect?
This error will occur if the answer or the code you have entered does not match the answer in our records. Please note that the security answer is NOT case sensitive, but is sensitive to punctuation and spacing. In order to protect your security, after a total of two failed attempts of either providing incorrect security answer or code, your account is locked. An email has been sent to your registered email account. Please visit our Contact Us page to submit a request to gain access to your account.
What isInterac^® verification service ?
Interac^® verification service is a service offered that helps verify your identity using personal information that you consent to share from your financial institution with Dynacare Plus. When your account is frozen, in order to protect your security, you have the option to use Interac^® verification service to unlock your account and recover your password.
How do I use Interac^® verification service to recover my password ?
Unlocking your account is quick and easy! Just follow the steps below when prompted to use Interac^® verification service to unlock your account and recover your password: Step 1: Click Continue to use Interac^® verification service* Step 2⁺: You will be redirected to Interac^® verification service. To complete your verification, simply sign into your current financial institution, or use the Interac^® verification service mobile app Step 3: You will receive an email with your account information. Please click on the link provided in email to reset your password. That's it! You're now ready to access your account and connect with your health. Please note that you will be prompted to download the Interac^® verification service mobile app, if you do not have it already installed on your mobile device. For help setting up your Interac^® verification service profile, read this FAQ *You will be asked to provide consent to share your personal information to complete the verification process. +Your account will be locked if Step 2 fails. An email will be sent to your registered email account. Please visit our Contact Us page to submit a request to get access back into your account.
How do I change language on the Interac^® verification service service?
To change language on the Interac^® verification service service, please change your language preference in your browser's settings menu. The Interac^® verification service website supports both English and French.
I could not recover my password successfully using Interac^® verification service ?
Any of the following situations may have happened: - The personal information you provided does not match the information from your financial institution Please contact your financial institution to update their records. After your personal information has been updated with your financial institution, please re-start the process. - You may not have provided consent to your financial institution to release your personal information to Dynacare Plus. Please re-start the process and provide consent. Please visit our Contact Us page if the problem persists.
How does Interac^® verification service keep my data safe ?
Interac^® verification service has no access to the credentials you use to log in to your financial institution and your personal information is not stored in the Interac^® verification service service. The Interac^® verification service uses strong, leading-edge security protocols to help prevent your personal information from being identified, accessed or misused.
I do not want to use Interac^® verification service to recover my password. How can I get access back into my account ?
If you do not want to Interac^® verification service to unlock your account and recover your password, Please visit our Contact Us page to submit a request to gain access to your account.
I do not want to share my personal information from my financial institution. How can I gain access back into my account ?
If you do not want to Interac^® verification service to unlock your account and recover your password, Please visit our Contact Us page to submit a request to gain access to your account.
How do I get more information on Interac^® verification service?
To learn more about Interac^® verification service, click here For help setting up your Interac^® verification service profile, read this FAQ Visit support related information, visit Interac^® verification service Knowledge Base For information on supported devices, click here
How do I know that Dynacare Plus, and the information stored on it, are safe and secure?
Our goal is to provide you with the best available online security. Dynacare Plus uses industry-standard security practices to protect your personal information from unauthorized access, use, or disclosure. For example, your personal information is protected while it is in transit between your computer and our server using security techniques such as encryption, which ensures that your personal information cannot be read or modified while it is being transferred. Our security practices are designed to protect your personal information and prevent unauthorized access. Only authorized employees are permitted to access personal information and only when the access is necessary. Our Information Technology department follows strict procedures and protocols to safeguard your personal information, including internal firewalls, virus monitoring, encryption, and secure connectivity between your web browser and Dynacare Plus.
What are my responsibilities regarding security?
You play a vital role in securing your Dynacare Plus username and password. Your username and password are the unique way for us to know that it is you accessing your online account. Always create a complex password that is meaningful to you and not known or easily guessed by others. Your password must be at least 8 characters long, contain a combination of upper (capital) and lower-case letters, and contain at least one number or one special character. Never share your password, write it down, or allow anyone to observe you as you enter your password. Once your lab information reaches your computer, it is your responsibility to protect it. Here are a few steps we recommend: - Never leave your device unattended while you are logged onto Dynacare Plus. - Ensure your device is password-protected. - Only save your username/email address on trusted devices. - When you are finished using Dynacare Plus, always log out using the log out button. - Have up-to-date antivirus protection installed on your computer at all times. - Install updates to your operating systems on your device when they are made available. - If you print any reports from Dynacare Plus, keep them in a secure and confidential location.
Why did I receive a Session Time Out notification?
Protecting your personal information and preventing unauthorized access is most important to Dynacare. In order to protect your security, your Dynacare Plus session will time out after 30 minutes of inactivity. This is to prevent unauthorized access to your account if you happen to walk away from your device during an active session.
Can I login on different devices at the same time?
Protecting your personal information and preventing unauthorized access is most important to Dynacare. In order to protect your security, you can have only one active session on your Dynacare Plus app. However, you can have multiple concurrent sessions on DynacarePlus.com across various devices.
Can I access Dynacare Plus when I am travelling outside of Canada?
Currently, Dynacare Plus can only be accessed from within Canada and the United States. In order to protect the security of your personal health information, we do not allow access to Dynacare Plus from other countries at this time. As security practices evolve, we will continue to evaluate this policy on an ongoing basis.
How can I verify my phone number?
In order to protect your security, you can use the optional feature of SMS or voice call method to a verified phone for purpose of account recovery. Verification of your phone number is a one time event only. You can have only one verified phone number. You will be prompted to verify your phone number on login or when you update your existing verified phone number. Just follow these easy steps to verify your phone number: Step 1: Enter or confirm the phone number to be verified. Step 2: Select if the phone is a mobile or home phone. Step 3: If prompted, select preferred contact mode - SMS or Voice Call. Step 4: Enter the 6 digit code* received at the number provided in Step 1. That's it! You're now ready to use the option for using the optional feature of SMS or voice call method for purpose of account recovery. *The code expires in 30 minutes of you receiving it. Please ensure your phone is available before you start the process and do not close the browser till you have completed the verification process. You have the option to resend the code on Step 4 if you required. To opt-out of this feature, Please read FAQ How can I opt-out of the account recovery feature via the SMS or voice call method?
How do I update my verified phone for the account recovery feature?
In order to protect your security, you can use the SMS or voice call method with a phone number on our records that is verified. You can update your verified phone number from "My Profile" available under "My Account".
How can I opt-out of the account recovery feature via the SMS or voice call method?
Using SMS or voice call method for account recovery is an optional feature. You can use the security question process instead of the SMS or voice call method for account recovery. Alternatively, you can update your verified phone number from "My Profile" available under "My Account". Once you have updated your phone number, you will be prompted to verify your phone number. Select "Remind Me Later". If you decide to use this feature in the future, select "Continue" when prompted to verify your phone number and follow the process. Account recovery feature using SMS or voice call method is a value add optional feature provided by Dynacare Plus to protect your security and to improve your experience when using the site. Opt-out of this feature will not impact your security or your access to the site. You will just be limited to using the option of using security questions whenever you need to recover your account.
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Dynacare Plus Mobile app
How can I access and use the Dynacare Plus mobile app?
You can access our free Dynacare Plus mobile app by visiting the App Store or Google Play on any Apple or Android smartphone and search for "Dynacare Plus". To download our app, tap "Install". In order to start using our app, you will need to have an active Dynacare Plus membership. If you have not yet created an account, please go to DynacarePlus.com and click "Create Account".
Can I register for Dynacare Plus using the Dynacare Plus mobile app?
No. To register for Dynacare Plus, you will need to visit our website at DynacarePlus.com and click "Create Account". Please note that our website is accessible on all devices, including desktops, laptops, tablets, and smartphones.
When I try to login, I receive the error message "Account not activated. Please check your email or visit our FAQs for help".
To ensure maximum security of your personal information, you need to activate your account as part of the registration process. An email message has been sent to your registered email address containing an account activation link. Please click on the link in this email message to activate your account. If you have not yet received the email or would like it to be resent, please login to DynacarePlus.com and click on the link for the email to be resent.
Can I pay for my membership, or renewal, on the Dynacare Plus mobile app?
No. To pay for your membership during registration, or to renew your membership, you will need to access our website at DynacarePlus.com. Please note that our website is accessible on all devices, including desktops, laptops, tablets, and smartphones.
Can I connect to my wearable health and wellness device using the Dynacare Plus app?
No. Health and wellness devices cannot be connected directly to the Dynacare Plus app. However, you can synch your Dynacare Plus app to Apple Health or Google Fit to track various health data (like weight, steps, etc.) that are being captured by your device directly in your Dynacare Plus app.
How do I synch my device to show My Progress on my Dynacare Plus mobile app?
Launch the application and follow the instructions to setup your device to use the Dynacare Plus app. As part of the setup, you will be given the option to sync your device to track your vitals. Tap on Sync Now . Select from the Vitals presented you want displayed on My Progress. You can also enable this feature from Settings available under My Account.
How do I set up and use Touch ID or Face ID to login to my Dynacare Plus mobile app?
You can setup the Touch ID or Face ID on your Apple or Android device to sign on to Dynacare Plus app with your fingerprint. The availability of this feature is subject to your mobile device capabilities. This setup can be done as part of your first-time login to the mobile app or on future logins. Setup on first time login: Step 1: Launch the application Step 2: Provide your Email/Username. Tap Log In Step 3: Tap Okay to provide consent to use Touch ID. Provide your fingerprint to enable the feature. Setup on subsequent login: Step 1: Login to the Dynacare Plus App. Step 2: Tap on My Account Step 3: Then tap on Settings Enable the Touch ID by sliding the button on the right. That's it! You're now ready to access your account and connect with your health.
How do I disable my Touch ID or Face ID to login to my Dynacare Plus mobile app?
Login to the Dynacare Plus App. Tap on My Account . Then tap on Settings. Disable the Touch ID or Face ID by sliding the button on the left.
Why can't I use Touch ID or Face ID to log on to my Dynacare Plus mobile app?
Protecting your personal information and preventing unauthorized access is most important to Dynacare. As a result, some devices may lose this feature if the device is not up-to-date. Please make sure to update your device with the latest version of the operating system.
How can I print my lab test results on the mobile app?
To print and save your lab results, tap on , you will be asked to select a report type you would like to generate. You will be notified when the report would be ready. To view your report, simply sign in to your Dynacare Plus app, tap on to access the report. You can share, print or save your report using your device features.
What operating system versions are supported by the Dynacare Plus app?
The following versions are supported by the Dynacare Plus app. Android version 7+ iOS version 11+
Can I verify my identity using the Dynacare Plus mobile app?
No. You can will need to visit our website at DynacarePlus.com to verify your identity. Please note that DynacarePlus.com is accessible on all devices, including desktops, laptops, tablets, and smartphones. For information regarding devices supported by Interac^® verification service, click Here
Can I access Digital Mental Health Therapy using the Dynacare Plus mobile app?
No. You will need to login to DynacarePlus.com and, select Talk to a registered mental health therapist from our Hub to access the Digital Mental Health Therapy services offered by BEACON.
Can I connect virtually with a Canadian doctor using the Dynacare Plus mobile app?
Not at this time. Please login to DynacarePlus.com and select Book an Appointment with a Doctor under our Hub.
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Technical Concerns
Can I use my smartphone to register and view my lab report?
Yes, Dynacare Plus is accessible on all devices including desktops, laptops, tablets, and smartphones.
What browsers are supported by the Dynacare Plus website?
The following browsers are currently supported by the site: - Google Chrome 88 or higher - Microsoft Edge 88 or higher - Internet Explorer 11 - Safari 11 or higher - IPhone & IPad (Safari and Chrome) - Android phone and tablet (Chrome and android default browser)
I have subscribed to email notifications, but I am not receiving any emails.
There are several reasons this might occur: - Your personal information does not match what we have on file. Dynacare sends emails regarding release of lab reports only when the personal information and Dynacare Plus PIN you provided during registration matches your information on file in our ordering system. Make sure that you have correctly entered your information on Dynacare Plus. You can update your information by accessing the My Profile page. - You are using a different email account. The email address you provided to Dynacare Plus may differ from the email account you currently use. Check My Profile to view and/or update your email address. - Dynacare Plus emails are marked as spam. Your email system may be sending emails from Dynacare Plus to your spam folder. Check your spam folder, select any Dynacare Plus email messages that appear, and categorize these messages as "Not Spam".
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General Questions about Dynacare Plus
How do I cancel or suspend my account with Dynacare Plus?
If you decide to cancel or suspend your service, login to DynacarePlus.com and go to My Settings to follow the instructions to cancel the account. If you decide to re-instate your account on a future date and want to access your historical information, login to DynacarePlus.com with your username/email address and password and follow instructions to make an online payment.
How do I purge my account with Dynacare Plus?
If you decide to discontinue using this service, please visit our Contact Us page to submit a request to purge your account. Upon purging, your account will become inaccessible and an email will be sent to you confirming that we have purged your Dynacare Plus Account and deleted your personal health information records, and lab results on Dynacare Plus.
What are Cookies?
Cookies are small text files that are transferred from the website and stored locally on your device. When you access Dynacare Plus through your web browser (e.g., Internet Explorer, Google Chrome, Mozilla Firefox, etc.) and the mobile app, cookies provide Dynacare systems with information to recognize and remember your actions and preferences across the Dynacare Plus (e.g., pre-populate your username and password for faster sign-in). Session & Persistent Cookies: A session cookie is associated with particular visit to or a single session on Dynacare Plus and expire after a short period of time or when you close your web browser. Whereas, a persistent cookie is stored on your device for a specified period of time and used to identify the device over long period of time or multiple sessions/visits.
How do I change my language preference?
You can select your preferred language from anywhere on the Dynacare Plus website by clicking on your preferred language at the top of each page.
How do I change my password security questions and answers?
You can change your password security questions and answers by visiting My Settings and following the instructions included there.
How do I deactivate my account with Dynacare Plus?
If you decide to discontinue using this service, please visit our Contact Us page to submit a request to deactivate your account. Upon deactivation, your account will become inaccessible and an email will be sent to you confirming that we have deactivated your Dynacare Plus Account and deleted your personal health information records, and lab results on Dynacare Plus.
The problem I encountered is not covered in this FAQ.
Please contact the Dynacare Plus Customer Care Team at [email protected] or 855.748.1115.
How do I change my registered email address?
You can also change your email address by clicking on My Settings, found at the top of the Dynacare Plus site. Remember to login with the new email address when you login to Dynacare Plus next time.
How do I get information regarding the Digital Mental Health therapy?
Login to DynacarePlus.com, select Talk to a registered mental health therapist from our Hub.
What are the benefits of accessing Digital Mental Health Therapy services through my Dynacare Plus account?
As a Dynacare Plus member, you get access to preferred rates* for the Digital Mental Health Therapy services provided by BEACON. Login to DynacarePlus.com and , select Talk to a registered mental health therapist from our Hub to learn about the services available and the preferred pricing. *Most benefit plans in Canada cover digital health therapy as a reimbursable expense. Please contact your benefit plan provider to confirm they cover these costs.
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Workplace Wellness Program
If I do not decide to register with Dynacare Plus will it impact my participation in my Workplace Wellness Program?
Dynacare Plus is an optional service provided to you by your employer to connect to your health. If you decide to register, your employer would not have access to your Dynacare Plus account. If you already have an existing Dynacare Plus account, you will be prompted to link your existing Dynacare Plus account. IF you decide to link your existing Dynacare Plus account, please follow the process to link your individual account with the employer sponsored Dyncare Plus account. On successful completion, you will be able to access your workplace wellness test information and lab test ordered by your healthcare practioner under a single Dynacare Plus account. Dynacare Plus supports a single account per individual and if you decide not to proceed there will be no impact to your existing Dynacare Plus account. You will be able to access your existing Dynacare Plus account as usual. Please contact your employer wellness prgram co-ordinator regarding accessing your workplace wellness results.
How is my personal information collected on Dynacare Plus?
When you initiate the registration process to Dynacare Plus from your employee portal, the personal information shared by the employer will be pre-filled. You will be prompted to provide the rest of the personal information required to complete the registration process. Your personal information is collected from your employer only at the time of registration and is limited to the pre-filled information collected as part of registration. Some of the personal information shated by your employer is Email Address, First Name, Last Name, Date of Birth. On successful completion of your registration, we will not be collecting any personal inforamtion from your employer. If you are not able to complete your registration, please contact your employer's IT helpdesk to have the information updated in their system, and then try registering again. If the problem persists or if you believe your information is correct, please visit our Contact Us page.
If I do not decide to opt-out of Dynacare Plus, will it impact my participation in my Workplace Wellness Program?
Dynacare Plus is an optional service provided to you by your employer to connect to your health. If you decide to opt-out of this service, please do not continue with your registration. If you have a Dynacare Plus account register, your employer would not have access to your Dynacare Plus account. If you decide to cancel or suspend your Dynacare Plus service after your have completed your registration, please refer to FAQ related to General Questions about Dynacare Plus.
Why am I prompted to link my existing Dynacare Plus account to my employer sponsor account?
Dynacare Plus is an optional service provided to you by your employer to connect to your health. During your registration, if we find you have an existing Dynacare Plus account, you will be prompted to link your existing Dynacare Plus account to your employer sponsored Dynacare Plus account. If you decide to link your account, please follow the process to link your individual account with the employer sponsored Dyncare Plus account. On successful completion, you will be able to access your workplace wellness test information and lab test ordered by your healthcare practioner under a single Dynacare Plus account. Dynacare Plus supports a single account per individual and if you decide not to proceed, your accounts will not be linked. There will be no impact to your existing Dynacare Plus account.
When I try to register, I receive the Registration error message.
When you initiate the registration process to Dynacare Plus from your employee portal, the personal information shared by the employer will be pre-filled. You will be prompted to provide the rest of the personal information required to complete the registration process. If one or more pieces of information provided by your employer is missing or is incorrect, your will be receiving the registration error message. Please contact your employer's IT helpdesk to have the information updated in their system, and then try registering again. If the problem persists or if you believe your information is correct, please visit our Contact Us page.
When I click on My Lab Results, I get an error message. What should I do?
In order to protect your privacy, we need to verify your identity before granting you access to your health records. If you are seeing this error message, any of the following situations may have happened: - The personal information provided during registration does not match the information on your lab test order. Please go to "My Profile" and verify your personal information, and try again. - You do not have any lab orders in the last 30 days. If the problem persists, please visit our Contact Us page.
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General Questions – Sexually Transmitted Infections
What are chlamydia, gonorrhea and Trichomonas?
Information about these pathogens is available in the Sexually Transmitted Infections Panel webpage on Dynacare Plus. To learn more, you can also log into your Dynacare Plus account and click on section Health A-Z.
Do I need my primary healthcare provider to sign off on the Requisition?
No, as the Sexually Transmitted Infections Panel is intended for screening purposes, a signed requisition by a healthcare provider is not needed.
Can I order the test for someone else?
This test can only be ordered directly for yourself. Due to security and privacy reasons, you cannot make purchases on behalf of someone else.
What is the age limit to purchase a home collection test kit?
The age limit is 16. Note this test can only be ordered directly for yourself. Due to security and privacy reasons, you cannot make purchases on behalf of someone else.
How does Dynacare protect my data? Are my results shared with anyone?
We take all reasonable precautions to ensure that your personal information is protected from loss, theft, unauthorized access, modification, use, copying, disclosure or tampering. Your information is protected whether recorded on paper or electronically. We have safeguards in place to protect all personal information retained in our facilities, and during their disposal and destruction. Our staff is also aware of the importance of maintaining the security and confidentiality of all personal information in our possession. We review and update our security measures on a regular basis. We have appropriate safeguards (e.g., encryption) in place to protect personal information during transmission to and from third parties retained to support Dynacare Plus. We will not use personal information if other information, namely de-identified and/or aggregate information, will serve the purpose, and shall not collect, use or disclose more personal information than is reasonably necessary to meet the purpose. All Positive and Amended results will be shared with the healthcare provider(s) engaged by Dynacare to notify positive results. Additionally, positive results for chlamydia and gonorrhea will be reported to Public Health as required by law. If you received a positive test result, a Public Health representative may contact you to assist with next steps.
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Kit Registration - Sexually Transmitted Infections
Why do I need to register my kit?
Your kit needs to be registered in order for our lab to process your sample. As part of registration, you will enter your unique kit barcode and the date and time of sample collection. Kit registration will also help you to ensure you have followed all collection and packaging steps successfully.
How do I access the kit registration page?
To access the kit registration page, simply scan the QR code located on the kit box and the Customer Instructions within the kit box. You can also go to DynacarePlus.com and click on Register kit.
I'm getting an error when entering my kit barcode, what do I do?
You can scan the barcode on the kit box using your mobile phone. You can also enter it manually. If the problem persists, contact Customer care at 855.748.1115, Monday to Friday from 8 a.m. to 4 p.m. EST. Closed on public holidays.
I forgot to register my kit, would you process it?
You need to register your kit first so our lab can process your sample and send you results. If you forgot to register your kit, go back and register it. If your sample has already been shipped, please call Customer Care at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST.
I made a mistake while registering my kit, what do I do ?
You can go back and edit the information you have entered before continuing to the next step. At the end of the registration process, you can also edit kit details before completing the registration process. You will not be able to go back and edit once you have completed kit registration. If you identify a mistake after finalizing registration, call our Customer Care team at 855.748.1115, Monday to Friday from 8 a.m. to 4 p.m. EST.
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Sample Collection - Sexually Transmitted Infections
Can I call Dynacare when collecting my sample?
You can access instructions and tutorial video on our website to guide you through the sample collection process. You can also check out the printed test instructions included in your kit box. If you still have questions about sample collection, call 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST.
Will a Dynacare home healthcare provider come to my home to help me with collection?
No. Homecare services are not available for the home collection kit. If you need further assistance, you can reach out to Customer Care at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST. Closed on public holidays.
My kit is missing an item, what do I do?
Please contact Customer Care at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST. Closed on public holidays.
My kit has a broken or defective item, what should I do?
Please contact Customer Care at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST. Closed on public holidays.
I made a mistake during collection. Can I get a new kit or do I have to pay again?
Please contact Customer Care at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST. Closed on public holidays.
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Results - Sexually Transmitted Infections
Can I share my test result with my healthcare provider?
This feature is not currently available through Dynacare Plus. Instead, you will be able to generate a PDF test report and share it within your primary circle of care.
Will I get a call from a healthcare provider regarding my results?
You will be contacted by Dynacare if you test positive for chlamydia, gonorrhea , or Trichomonas or if there has been an amendment to your result.
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Laboratory Testing - Sexually Transmitted Infections
Where will my sample be processed? Is the lab used certified?
The Dynacare lab performing this test is licensed by the Province of Ontario and Accredited by Accreditation Canada Diagnostics (ACDx) and the College of American Pathologists (CAP).
What is the difference between a screening and a diagnostic test?
The STI Panel screening test is intended for people who are curious about whether they have been exposed to an STI and/or wellness purposes. Diagnostic tests are ordered by healthcare providers in order to guide clinical management decisions. Screening tests ordered by customers are non-diagnostic.
Does Dynacare use partner or reference labs for testing?
Dynacare will not refer your sample for testing at a partner lab. All testing will be conducted in a fully licensed and ACDx- and CAP-accredited laboratory.
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Shipping - Sexually Transmitted Infections
What happens if I am not home at the time of delivery?
To protect your privacy, by default, Purolator will require that someone at your delivery address sign for the kit package. Otherwise, it will be brought to your nearest Purolator depot and a card will be left at your delivery address indicating same. You may call Purolator to schedule another delivery attempt. Alternatively, you can opt for e-signature and provide instructions to Purolator to leave the package at your door by utilizing the Purolator Your Way program that is offered via SMS. To learn more, check 'Can I customize my delivery?' in the FAQs section. Please note that choosing the e-signature option, implies that you understand the risk of loss of both your package and privacy.
Where do I put my kit for Purolator to pickup?
You will have the option to pre-select a pickup time that is convenient for your schedule. If you are not at home at the time of scheduled pickup, the shipment, sealed with the return airway bill affixed, can be left in a secure location outside your home for pickup by the courier.
What happens if my kit is lost as per my tracking number?
Please contact Customer Care for assistance at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST. Closed on public holidays.
When can I book a Purolator pickup?
Book your Purolator pickup in Step 3 of the mandatory Kit Registration Page.
Who do I contact at Purolator?
Book your Purolator pickup in Step 3 of the mandatory Kit Registration Page. If you have any other concerns, please contact Purolator at 1.888.SHIP.123 (1.888.744.7123).
My tracking number says delivered but I haven't received the kit.
Please contact Customer Care at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST. Closed on public holidays.
What is the size of the package that I will receive?
Kit size is 8" w x 5.5" d x 1.5" h
I lost my tracking number, what do I do?
Check the email you received following kit online purchase with tracking number details. You can also contact Customer Care at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST. Closed on public holidays.
Can I change the address after ordering?
Yes, as long as the change request is made prior to the kit being shipped. Please contact Customer Care if you need to update your shipping address at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST. Closed on public holidays.
Why is my order delayed? I have not received the kit yet.
Check the Purolator website using your tracking number. If you need further assistance, contact Customer Care at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST. Closed on public holidays.
My Purolator tracking is not working/not updating. What should I do?
You can contact Purolator by live chat or phone call. If they are unable to help, please contact Customer Care at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST. Closed on public holidays.
Can I customize my delivery?
You can customize your delivery using Purolator Your Way - an easy and convenient way to customize your delivery settings from Purolator. You will receive an SMS from Purolator with a link to the portal where you will have the option to customize your drop off location, add a buzzer code and add additional delivery notes for the courier. You will also have the option to release your package with an e-signature if you will not be home at the time of the scheduled delivery. This SMS you receive from Purolator is directly linked to your specific order. You will not receive additional communication from Purolator once delivery is complete. To learn more, click here for more information.
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Billing and Payment - Sexually Transmitted Infections
Is this test covered by a provincial insurance plan?
No. The Sexually Transmitted Infections (chlamydia, gonorrhea and Trichomonas) Panel at-home kit offered by Dynacare, is intended for screening purposes only. If you are looking for a provincially-insured diagnostic STI test, visit your healthcare provider to discuss options available under your provincial insurance plan.
How long will it take to get my refund?
Refunds take approximately 10-12 business days from the day you apply for a refund.
Do I qualify for a refund?
For more information, contact Customer Care at 855.748.1115, Monday to Friday from 8 a.m. to 4 p.m. EST. Closed on public holidays.
Does this test qualify for insurance coverage?
Please check directly with your insurance provider for coverage information. We provide a receipt for your order that can be used for claim submissions, if needed.
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Frequently Asked Questions

Registration Process

Identity Verification

Viewing My Results

Payment Questions

Privacy Concerns

Security Concerns

Dynacare Plus Mobile app

Technical Concerns

General Questions about Dynacare Plus

Workplace Wellness Program

General Questions – Sexually Transmitted Infections

Kit Registration - Sexually Transmitted Infections

Sample Collection - Sexually Transmitted Infections

Results - Sexually Transmitted Infections

Laboratory Testing - Sexually Transmitted Infections

Shipping - Sexually Transmitted Infections

Billing and Payment - Sexually Transmitted Infections