Account & Billing

Account Settings 

Access your account by navigating to My Relab → My Account

Managing your account

Personal settings and user profile management

How do I update my user details?

To update your user details in Relab:

• Click on My Relab in the upper right corner of your Relab screen
• Select My Account
• From there, you can update your email address, mobile number, and password

Please note:

• You cannot upload a profile photo or change your user ID at this time
• Want to edit details for your CMA? Add your CMA Profile, instructions here.

How do I change my password?

To change your password in Relab:

1. Click on My Relab in the upper right corner of your screen
2. Select My Account
3. You’ll see an option to change your password—just enter your current password, then your new password, and save the changes.

If you’ve forgotten your current password, you can use the Forgot Password? link on the login page to reset it.

Plans & Pricing

(For users who purchased subscriptions directly online as an individual user)

How do I view information about my current subscription?

To view your subscription details in Relab:

1. Go to My Relab in the upper right corner and select My Account
2. Under your profile and username, you’ll see your current subscription plan and expiration date
3. For payment details, you can also check the Plan & Subscription tab

Note: If you’re on Premium, your Plan may still display as “Pro.” To confirm Premium access, click the waffle icon and select Premium. If you can open it, you have access; if not, you’ll see an upgrade prompt.

How do I change my subscription plan in Relab?

To change your subscription plan in Relab:

1. Go to My Relab in the upper right corner and select My Account
2. Click on the Plan & Subscription tab
3. You'll see an option to Change Plan—just follow the prompts to select and confirm your new subscription

🔥 Quick access: You can also go directly to your change plan settings if you are logged in

You can switch between Relab Pro annual and monthly plans. If you wish to explore options to upgrade to Relab Agent or Premium, please reach out to support@relab.co.nz.

How do I cancel my subscription?

If you have an individual online subscription:

1. Go to My Relab > My Account > Plan & Subscription 
2. Click Change Plan 
3. Scroll to the bottom and click the link to cancel your subscription

🔥 Quick access: You can also go directly to your change plan settings if you are logged in

This will stop your auto-renewal. You’ll still have access until your current subscription period ends. 

Please note: If you’re on an annual plan, refunds or pro-rata credits are not available as per our terms and conditions.

If you’re part of a branch or enterprise plan, please contact your branch manager or admin. They will need to notify us to deactivate your account.

How do I access invoices or receipts?

To access your invoices or payment history in Relab:

1. Go to My Relab in the upper right corner and select My Account
2. Click on the Receipts tab
3. Here, you’ll find all your purchase receipts and payment history

🔥 Quick access: You can also go directly to your My Account page if you are logged in

Who do I contact if I need help with account issues?

If you need help with account issues, contact invoices@relab.co.nz.  We’re here to assist with any questions or problems related to your account, subscription, or access.

Team Account Administration

(For administrators managing multiple users)

How do I add or remove users from my account?

To add or remove users from your Relab account, please complete our online User Change Requests Form or email invoices@relab.co.nz with the details of the users you’d like to add or remove. We’ll process your request and confirm once it’s complete.

How do I update my account or billing details?

To update your account billing details, please email invoices@relab.co.nz with the details of the billing and changes.

How do I check my usage or limits (e.g. user seats)?

If you have Admin Account permissions on Relab, you can review your team by accessing My Team via the waffle menu in the top right of the home screen. If you're still not sure how many seats you have available or would like to increase to a higher tier, please email invoices@relab.co.nz.

Can I have multiple Admin Accounts on one Team account?

Yes, you can have multiple Admin Accounts on one Team's Relab account. Just email us at invoices@relab.co.nz with the email address of the user you’d like to upgrade to an Admin Account. This must come from the authorised person on the service agreement.

Admin Accounts have access to My Team, CMA Reports, CMA branch and franchise templates, and other admin features.

Can I reset another user's password as an Admin?

Unfortunately, Admins cannot reset another user’s password directly. Each user needs to reset their own password using the Forgot Password? link on the login page.

If a user is unable to reset their password, they can email us at invoices@relab.co.nz, and we’ll be happy to assist.