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myRoche.ca Online help Portal’s home page 1. What is the web portal’s address? The address of the portal is: www.myroche.ca 2. Which email address do I have to use to login the portal? You must use the email address to which you usually receive notifications from Roche. 3. How can I sign in the myRoche.ca portal? You must create a myRoche account. To do so, follow these steps: a. From the portal’s home page, click on « Sign up for a new myRoche Account »;

b. Click on « Create Account». This window will open :

c. Type few letters in the « Institution » field. Suggested Institution will be populate by the system. Click on the appropriate Institution. Should you don’t have your Customer number, please call Customer Service. d. Before typing the image code, make sure you have clicked on « I agree to the myRoche.ca Privacy Policy ». -1-

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myRoche.ca Online help Portal’s home page

e. Click on « Create Account ». f. You will receive an account creation confirmation within five (5) business days. This confirmation will contain your initial password, which you will have to change on your first login. 4. I am not able to read the verification code in the image; what can I do? a. Close the « Create a myRoche account » window; you will be brought back to the portal’s home page; b. Click again on the « Create a new myRoche account » link to get a new verification code. 5. Why am I not able to sign in the portal by entering my email address and password? Please review the possible causes below: a. Your keyboard in “Caps Lock” mode b. The password is case sensitive c. Is the email address the same as the one used to create your myRoche account?

If the problem persists, please contact the Customer Service at 1-800-363-5887 or 450-686-7171. Back to top

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myRoche.ca Online help Portal’s home page

6. I have entered all the information requested to create an account. Why do I always get error messages? a. Fields marked with an asterisk are mandatory. b. Institution: enter the first letters (minimum 3 letters); when your institution name is displayed in the list, select it. c. Customer number: this number contains ten (10) characters and usually starts with « 0055 ». d. Phone: only enter the numbers, without spaces or hyphens. e. Verification code: the code is not case sensitive. 7. I do not remember my password. How can I recover it? a. From the portal’s home page, click on « Forgot your password? » link:

b. Type in your email address and click on « Submit »:

c. Your password will be sent shortly to your email address. 8. What are Urgent notifications? Urgent notifications are important communications requiring an action from a Roche Diagnostics Canada customer, if affected. Back to top

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myRoche.ca Online help Portal’s home page

9. How can I get access to Urgent notifications? a. Do you already have a myRoche account? i. If so, click on the « Urgent notifications » link from the portal’s home page:

ii.

If not, follow the steps to create a myRoche account.

10. What are Technical bulletins? Technical bulletins are information on Roche products that you use. 11. How can I get access to Technical bulletins? a. Do you already have a myRoche account? i. If so, click on the « Technical bulletins » link from the portal’s home page:

ii.

If not, follow the steps to create a myRoche account.

12. Why am I unable to access Urgent notifications / Technical bulletins when signed in the portal? Please contact us at [email protected] 13. What are Product Updates? A new tool to help you plan your resources more efficiently with an access to a complete updated list of product new generations, discontinuation and launch and order your free sample kit online! 14. How can I get access to Product Updates? a. Do you already have a myRoche account? i. Yes. Sign in and click on the « Product Updates » link from the portal’s home page:

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myRoche.ca Online help Portal’s home page ii.

No. Click on Follow the steps to create a myRoche account.

15. I do not know the name of my Institution; who can provide me with this information? Please contact Customer Service at 1-800-363-5887 or 450-686-7171. 16. I do not know my Customer number; who can provide me with this information? Please contact Customer Service at 1-800-363-5887 or 450-686-7171. 17. My email address has changed; do I have to create a new myRoche account? Please send any information change to [email protected] 18. How can I cancel my portal account? Please send your request to [email protected] in order to stop receiving emails from the portal. We suggest you provide the name and email address of the person who should now receive emails from the portal. 19. How can I change my personal information (phone number, etc.)? Please click on the « My Profile » link, update your information and finally click on “Update My Profile”.

20. How can I change my password? Please click on the « My Profile » link, enter your current and new passwords, and finally click on “Change My Password”.

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