AIVIRALTESTLAB.COM
Customer Support
We're here to help you keep the labs running. Use the contact options below or browse the common support topics.
Contact Options
- Email: support@aiviraltestlab.com
- Response time: 24 hours on business days. Weekend requests are handled the next business day.
- Discord: Join the creator lounge from any lab page and tag
@Lab Supportfor urgent issues.
When contacting us, please include your client_id (found in the credit panel) or the email used during checkout so we can locate your account quickly.
Billing & Refunds
Stripe handles card payments securely on our behalf. If something goes wrong with a purchase:
- Send the Stripe receipt email or checkout session ID to support@aiviraltestlab.com.
- Include screenshots if credits failed to appear. We can re-issue or refund unused paid credits.
- Review our Refund Policy for the exact rules.
Common Questions
- Daily credits: Everyone receives 5 free credits per UTC day. Sharing a result adds +3 credits (capped at +9).
- Invoices: Receipts are emailed automatically after Stripe processes the payment. Contact us if you need a PDF invoice with business details.
- Account issues: Labs do not require logins. Credits are stored against your device client ID. If you switch devices, contact us and we can migrate remaining credits.