Common Troubleshooting Fixes

Use the steps below as a troubleshooting guide for MyCepheid isssues.

Creating an Account in MyCepheid

1. Click https://login.cepheid.com/register.

2. Make sure to enter all fields on the Create Account page

3. Then add your email address

4. Create a password

5. You will be asked to accept the terms and conditions,

6. Once you click 'Create account', you will receive the notification "Success account verification on the way"

7. To complete the process you will need to verify your email address from the emailed verification. Click on the "Confirm Email' link. Once verified.

8. You will receive an email from register@cepheid.com. Please check your junk mail. If it is not there, contact your IT department to confirm that no URLs are blocked.

9. You will arrive at the landing page

10. Click on 'Login'

11. Once you click on the 'Login' you will be directed to https://login.cepheid.com/login

12. Enter your email ID and newly created password and click on 'Sign in'

13. Click on the name of your company and "continue" to display your orders and shipments

Problem Logging into a MyCepheid account

1. Ensure that you have registered an account before resetting a password. Make sure to click on the verification email that you will receive after registration to access account. For this, check all email inboxes including SPAM inbox.

2. If the confirmation email is still not accessible, please contact your IT department to confirm that there is nothing on the browser configuration blocking incoming emails. If you have an option to add emails from register@cepheid.com to your whitelist or contact list, we encourage you to do so.

3. Have you used the email address that your Cepheid territory manager uses to communicate with you? If you have chosen a new email address and we do not have this on our system, you will be unable to access your account. If you wish to change the email address that we have on our system, please complete a Digital Support form and we will then enable your account with the new email address. Due to the acceptance of the policy agreement and the opt-in option, we ask you to designate a single contact as a user with a unique email address. This will also avoid errors and facilitate individual support.

4. The application is compatible with Chrome, Safari, Edge and the last version of Internet Explorer 11. Sometimes different web browsers show information in different ways.

5. To reset password visit https://login.cepheid.com/forgot-password, but make sure to wait one hour to retry if locked out.

6. If you continue to be locked out, even after one hour, you may be hard locked out for 24 hours. Please fill out a Digital Support Form to reinstate your access.

Problem accessing orders and ecommerce on a MyCepheid account

1. Do you order via a Distributor? If you order via a distributor, you will not be able to access Order History and the cart on MyCepheid.com. Instead, you have access to our feature Quick Order Check via Quick Order Check. For purchases and any pricing requests please contact your distributor.

2. If you order directly through Cepheid and are having issues, your account may not be set up for access please complete a Digital Support form. Please provide the correct SAP ID number or a Purchase order for us to cross reference you to the correct account.

3. If you are a prospective customer, we are happy to welcome you as a new customer please complete a form to request pricing/Sales Marketing Documentation.

Not all information is displaying:

1. Make sure you are accessing the correct sold to (visible on the top right-hand side of the screen). If any sold to is not present, please complete a Digital Support form for assistance.

2. The application is compatible with Chrome, Safari, Edge and the last version of Internet Explorer 11. Sometimes different web browsers show information in different ways.

3. Make sure to update any filters that may be present in your Order History/Shipment tabs.

4. Click on filters eg, in Order History:

5. Make sure all relevant filter criteria are selected. Ensure the date range matches your search criteria eg from "last 3 months" to "last 24 months"

6. Note Shipments may take some time to process and occasionally there are delays. Once the products ship, and a ship date is confirmed, they will appear in the Shipments screen.

Adding a new ship to

1. In the cart, select "Change Ship to"

2. Here you can access the tab to "Add new address"

Tracking numbers not provided

1. For a small percentage of shipments, our delivery partners are not able to provide a tracking number.

2. Please note that every shipment with a display and date ensure delivery in the following days.

Receiving order confirmation emails

1. If you wish to change your preferences on whether to receive order fulfillment emails or not, please fill out a Digital Support form.

2. However, please note that when subscribing to order fulfillment emails you will receive them for each account you subscribe to.

3. Our notification future is designed to provide order fulfillment for each sold to not each order.

Technical issues on the MyCepheid portal

If encountering issues, please before completing a Support form, we suggest you first

1. Déconnexion

2. Clear all cookies and cached data

3. Try using a different browser to log in again

4. If these steps do not resolve the issue, please complete a Digital Support form and attach screenshots of any error messages that you receive. We can then investigate further.

Accessing instruments, their related cases and service reports

Currently only the following models are supported on MyCepheid.com:

• GeneXpert I DX Instrument
• GeneXpert® II DX Instrument
• GeneXpert Infinity 48 DX Instrument
• GeneXpert Infinity 80 DX Instrument
• GeneXpert IV DX Instrument
• GeneXpert® XVI DX Instrument

1. If one of these instruments is not visible, please check that you have selected the correct account location of the instrument.

2. If it is not visible and you know it should be, please raise a support form with Digital Support, it may be a data error on the system preventing visibility. Please provide us with full details of Instrument Serial number as well as location SAP #

3. To access Service Reports:

4. Click on the Support tab then click on the case:

5. Then click on the Attachments tab and you can download the documents.

Accessing technical documentation online

1. Many documents such as Safety Data Sheets, Package Inserts, ADF are available for you to access on the MyCepheid portal. Simply click on the resources tab which you will find next to the product, and you can download the appropriate one. Some may currently be greyed out and not available whilst we are extending our online library.

2. For European customers you can also access a range of documentation on the Infomine portal where customers can access The Cepheid Technical Documentation Library. This should also assist you with your inquiry. Please see the link below and click on "Request Access" to set up an account. Log in to (cepheideurope.com)

3. If none of these options provide the technical documentation you require please fill out a support form with our Technical Support team.

Job seekers

1. For any interest in a career with Cepheid, please view our careers page.

Still need help?

Click on the button below to directly open a support case. Upload your system log report to the case and add any relevant detail from the troubleshooting questions to the case description.  

Open a Digital Support case