If your sample arrives at the lab before your kit is registered, the lab cannot process it — no licensed physician has been assigned to authorize your test yet. Your sample is not discarded, but your results will be delayed until registration is complete. Our support team will contact you by email or phone to get registration done.

If you have already shipped an unregistered sample, do not wait for our outreach. Contact our support team through chat now and we will register your kit together right away.

The steps below describe what occurs behind the scenes when an unregistered sample arrives at the lab.

Some tests have stability limits — there is a window of time between when you collected your sample and when the lab must analyze it for the results to be valid. If registration is delayed long enough that the sample is no longer usable, you will need to collect a new sample. If that happens, we will send you a free replacement kit. Register as soon as our team contacts you to avoid this.

Register your kit before you collect your sample. Registration takes a few minutes: scan the QR code on your instruction card, enter your Kit ID and personal details, answer the intake questions, and accept the consents. Once you see the registration confirmation on screen, you are ready to collect and ship.

Contact our support team through chat. If you have already shipped your sample without registering, let us know immediately — early action gives your sample the best chance of being processed without needing a recollection.