Why can’t I see my study?
Please reach out to your Medidata Project Manager to confirm access has been granted to this specific study
I do not see Replacement as a Type of Request Option?
Replacement devices are only deemed necessary by our Patient Cloud Support HelpDesk. Please reach out to patientcloudsupport@mdsol.com for troubleshooting.
Why can I not select my State?
The State/Province/Region field is driven by the Country selection. Please select your site’s Country and the State/Province/Region field will become available for entry.
How do I know if a Pro-Forma Invoice is required for my request?
The Pro-Forma Invoice selection is based on the Country selected previously selected in the Shipping Details section. If the country requires an invoice, “Yes” will be autofilled in the Pro-forma Invoice Required field. The order processing team will request confirmation on who the final addressee will be, as well as the Importer of Record Details and Pro-Forma Invoice approval.
I submitted an order, but did not see an order number?
You should have received a pop-up stating “Your request has been submitted. Your Order# will be sent to your email.”
I do not see my order in the Update Existing Request tab. Can I not update it?
Orders that are already in process are not available on the list. Please send an email to patientcloudsupport@mdsol.com if an urgent update is needed. Please include your order number in the email, as well as the update needed.
I have received my UAT device as requested, but the status is Pending Return and not Shipped. Is there a problem?
No. UAT shipments are sent with a return label for their return after testing. This order’s status will remain until the UAT device is returned.