Our customer experience team is always here to help you. From looking for a status update on your sample to training on how to utilize HORIZON®, customers can reach our team for answers and account assistance.

We have put together the following information to help you be prepared for a smooth, timely experience.

Sample Status

Looking for a status on a sample that has been sent
to a lab for analysis?

  • Have your barcode ready (this is located on the sample form and is the code that says “keep for your records”)
  • If you don’t have your barcode, the email address associated with the user account from which the sample was submitted will be OK

Account Updates

Want to make updates or changes to your fluid analysis
program account with us?

  • Have your account number and email address handy, our team will need that information
  • If you have placed an order through your account previously, a past order number will help

Update Information Submitted with Sample

We will need at least one of the following to update sample information for a sample that has already been processed,
tested, and analyzed:

  • Lab number (located on your analysis report)
  • Barcode (also the tracking number)
  • Account number

Technical Library Details

 

  • How To's
  • Technical Bulletins
  • Technical Videos
  • Position Papers

There are several pieces of information that may be helpful to quickly receive the support you need. 

Helpful Information Types

Information Type What is it? Where to find it? Example
Account Number The number for an analysis account in HORIZON®, can be tied to one or more user account email addresses and up to 14 characters in length. Found within HORIZON by navigating to Sample reports and clicking the breadcrumb at the top for "Account" to display all account numbers associated with a user account. ###### 0001 1234
Barcode Also considered your sample tracking number, this is a QR code that is placed on the sample bottle, providing a way to track it individually. The sample registration form includes a duplicate of this code which displays "Keep for your Records". The number is also listed as the "Tracking Number" on the analysis report.

12345A54321

A1234554321
Component ID The identification of the equipment from which the sample originated. This will need to be an exact match to what was provided on sample registration. Within your HORIZON user account:

Equipment Management > Edit Equipment

Nomenclature is custom to your preference. One way might be:

<Serial Number>

<Asset Number>
Email Address The address associated with the user account in question or used when the sample was registered, either on the paper form or online (preferred method).  HORIZON log-in username name@company.com
Lab Number Identifier matching the sample to the report. In the top right area of an analysis report. It begins with a letter and a dash. Example: I-123456
Order Number A unique identifier for a sampling kit order. On your order summary, email confirmation or packing slip.  Example: 123456
User Account An instance of HORIZON where a user can register equipment, submit samples for analysis, review reports and view helpful resources. The account is tied to an email address as it's unique identifier.

 

 HORIZON user account is your email and can be found on the upper right hand corner of HORIZON.