Q: If I am able to submit a request for cage cards but do not get the last screen "Request Submitted" what does this mean?
A: Most likely there is not an account number listed for the APN that you submitted for your cage card request. Please email
arpbioware@uab.edu with the account number that needs to be listed for that APN. The requestor will receive an email indicating that the account has been added.
Q: If my APN does not show up in my account listing, what does this mean?
A: It may mean any of the following. 1) The protocol is not approved (stipulations or expiration of the protocol), 2) the protocol is approved but you are not an approved user of that protocol or 3) a database import error. Please contact
arpbioware@uab.edu or any of the billing staff to ascertain which situation applies to you. The majority of the time, it is an approval or access issue.
Q: How come the cage cards that I have requested are not attached to the email I am receiving from Bioware?
A: It is possible that we do not have your alias email address in Bioware. At the department level, security within your IT area may screen out the cage cards as spam. Sending them to the alias address first (the university server) may help to bypass this security. It is always good to check with your IT department or have them call us for troubleshooting.