When your results are ready, they will be available via your health board. You view you results by logging into your Health Board

Please check on Royal Mail that your sample has arrived. Please call our Customer Experience Team and we will do our very best to help you

If you are experiencing difficulty with logging into the MyHealthChecked Dashboard, please use the password reset function to gain access. If you are still experiencing issues, please contact our Customer Experience Team as soon as possible.

Our test certificates show information that was inputted at activation. We will do our very best to try and help amend any errors to personal details (e.g.: date of birth). Please note however, we cannot change the date or time of the test.

An inconclusive result means we have not been able to determine your test result for SARS CoV-2 and it is not possible to say if you had the virus when the test was performed. We have only been able to detect 1 of 2 gene targets when processed twice. Therefore a clear positive or negative could not be determined. We only report an inconclusive result after re-running and firmly confirming the inconclusive result. The only option is to run another sample and test. An inconclusive or invalid result does not necessarily mean absence of COVID-19 infection. There are a number of factors that may lead to any of these results, including - The sample collection was not performed appropriately resulting in a poor quality or insufficient sample to detect the virus.

An invalid result means that an insufficient sample has been collected, and it has not been possible to determine a result. The only option is to run another sample and test. Please note: using the swab lightly will not determine a negative result. Please read the instructions carefully, and ensure you collect a sufficient sample, otherwise your travel plans could be impacted.

Most of the cases of inconclusive or invalid results are due to poor handling during sample collection. Therefore, we do not provide refund for these cases unless it was technical issue in our lab.

If you are fully vaccinated you may test positive for COVID antibodies due to the response of your immune system. If you have previously been infected with the virus, this does not rule out reinfection with COVID-19. There is no conclusive evidence that shows antibodies to the virus provide long-lasting protection against reinfection. Although it is still rare, there have been several cases reported of an individual being reinfected.

If your PCR test is positive for COVID-19, try to stay at home and avoid contact with other people for 5 days after the day you took your test, or from the day your symptoms started (whichever was earlier). If you tested positive for COVID-19 and experience symptoms, you should contact your GP.

We want to ensure that you take your sample correctly, please ensure that you always read the instructions included in your kit carefully before collecting your sample. To help you, we have an instructional video for you to view here: https://myhealthchecked.com/how-to-use-your-test/. For further assistance, please contact our Customer Experience Team.

To activate your test visit the dedicated Activation page on our website. You will be asked to enter the barcode on your sample tube and then to complete a number of steps on each page. Its important to remember that what you enter at point of activation will appear on your test certificate. To avoid any unnecessary delays please ensure you have double checked all information before completing your activation. Please check all of your details carefully before activating your test, as errors may not be able to be amended. Please appreciate that our Care Team can not amend the date or time of test once it has been submitted. If you have watched our video but need further help activating your test, please contact our Customer Care Team.

For Refunds please visit https://myhealthchecked.com/cancellation-and-returns for further information. A member of the Customer Experience Team will review the request for the kit(s) which have been bought within the last 14 days only and meet the following criteria: - the kit has not been opened and the tamper-proof seal remains in place - the unopened kit has not been damaged. For Cancellations please visit https://myhealthchecked.com/cancellations and complete the Customer Cancellation Form. A member of the Customer Experience Team will review the request for cancellations only for those kits that have not yet been dispatched.

To cancel or request a refund for your MyHealthChecked kit purchased through Boots, you must first contact our Customer Care Team at care@myhealthchecked.com. Please note that Boots requires us to approve refunds and provide customers with a Refund Authorization Code before they can process any returns or refunds. Therefore, it is important that you reach out to our customer care team before contacting Boots.

Travelling outside of the UK. Our Fit to Fly test is suitable for travelling to a country outside of the UK. Returning to the UK. If you are returning to the UK, it is essential that you check the UK Government's up-to-date advice on which days you need to test. Please note, Government guidance is updated regularly. Please visit www.gov.uk for the most up-to-date information.

If you do make a mistake, please contact our Customer Experience Team via email as soon as possible with the full details of your mistake. The request will be reviewed and if approved you will need to provide supporting documents for any details to be amended. We are not able to amend the date and time of your test. You are responsible for inputting the details that will appear on your test certificate at the point of activation.

Each kit includes a pre-paid Royal Mail Tracked 24 postage label. Kits that are posted with the Royal Mail label must be posted in a Royal Mail Priority Post box by midday, Monday-Friday, the same day as taking it. Royal Mail aims to deliver within 24 hours, however, in a small number of cases this may take longer. Royal Mail does not collect mail or deliver to our lab on Sundays or Bank Holidays. Therefore if you post your sample on a Friday, Royal Mail will aim to deliver it to our lab no later than the following Monday. To locate your nearest Royal Mail Priority Post box please visit their dedicated site here. Within your test kit will be a handy 'Essential Checklist Card' please make sure to complete this so that you have all essential information to hand should you need to contact us, including your Royal Mail tracking number. Please note you can choose to use a different courier or postage service of your choice at your own cost.

If you have used a Royal Mail returns label, you can track the progress of your sample here: https://www.royalmail.com/priority-postboxes Please ensure you track your sample to ensure you meet the timing requirements of your airline and please be aware, the delivery time reported by Royal Mail is not necessarily the time we receive the sample in our lab. When your sample arrives in the lab for processing, you will receive a notification e-mail from our Customer Experience Team. If you have checked Royal Mail/your courier's tracking and you still do not know the whereabouts of your sample, please contact our Customer Care Team.

Once your sample arrives and is logged on our system, it will begin processing within 1 hour. Your results will be reported within 24 to 36 hours upon arriving to the laboratory. You will be emailed when your results are ready and you can access them via https://myhealthchecked.com/dashboard/.

Please ensure you take your sample and send to our laboratory as soon as your time frame allows. If you are using Royal Mail Tracked 24 for returning samples to our lab and you must post your sample in a Priority Post-box by midday, Monday-Friday, the same day as taking it. Royal Mail aim to deliver within 24 hours, however a small number of cases this may take longer. Royal Mail do not collect mail or deliver to our lab on Sundays or Bank Holidays. Therefore if you post your sample on a Friday, Royal Mail will aim to deliver it to our lab no later than the following Monday. If you need further assistance to work out when you can take your sample, please contact our Customer Experience Team.

All orders received before 12 p.m. on Weekdays are dispatched via Royal Mail for next-day delivery. Orders placed after the cut-off time Saturdays, Sundays, and Bank Holidays will be dispatched the next working day.

All orders received before 10 am on Weekdays are dispatched for next-day delivery via Royal Mail. Orders placed after the cut-off time Saturdays, Sundays, and Bank Holidays will be dispatched the next working day. If you have not received your kit in this time frame, please contact our Customer Experience Team as soon as possible. If your test has not arrived as expected, please contact the Customer Experience Team. We will make every effort to help you wherever we can,