If your intake answers indicate the test is not appropriate for you, your order does not simply stop — our support team will contact you directly by email or phone to explain what happened and work through next steps with you. You will not be left with an unusable kit and no explanation.
Why this happens
Every test order is reviewed by a licensed physician, and your health intake answers are part of that review. Occasionally, an answer signals that a particular test is not a good fit — for example, an age requirement is not met, or a health circumstance means the test should not be used. When that happens, the physician cannot authorize the order and the lab cannot run the test.
This is a safety step, not a rejection. The intake questions exist so that no one takes a test that is not right for them.
What happens next
We contact you. Our support team reaches out by email or phone to explain why the order could not be authorized.
We review your options together. Depending on the situation, options may include correcting an answer that was entered incorrectly, switching to a more appropriate test, or cancelling the order.
We resolve it. We work through next steps with you until the situation is addressed.
If you think you answered a question incorrectly
Do not wait for our outreach. Contact our support team through chat right away. A corrected answer — for example, a typo in your date of birth — can often resolve the issue quickly without further delay to your order.
Need more help?
Contact our support team through chat anytime. We can review your order status and explain exactly where things stand.