Where will I find my test results?
I am flying soon and I don't have my results
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
I can't access My Health Board to get my test results
If you are experiencing difficulty with logging into your Health Board, 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.
My test certificate is showing the wrong date / time
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.
My test is inconclusive, what do I do?
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. Inconclusive or invalid result does not necessarily means 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 quantity sample to detect the virus - Technical issues during the sample analysis, such as virus mutation or PCR inhibition
My test is invalid, what do I do?
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.
Do I get a refund if my test result was inconclusive or invalid?
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.
Can my test result be positive if I have been vaccinated or previous infected with COVID-19?
Fully vaccinated individuals will not test positive on a COVID-19 PCR test. However, 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.
What do I do if my test result is positive?
If your PCR test is positive for COVID19 you must self-isolate (along with anyone living with you) to avoid spreading the virus. The self-isolation period should started on the day you received your test results and last for a minimum of 10 days. If you were already self-isolating prior receiving your positive test result, your period for self-isolation will restart on the day you receive your test result. If you tested positive for COVID-19 and experience symptoms, you should contact your GP.
How do I take my sample?
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.
How do I activate my test?
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.
What information do I need for the Passenger Locator Form
Your order number is your unique reference number for the Passenger Locator Form. For MyHealthChecked customers, this is will be available on your New Test Created confirmation email. It will always start with MYHEA and followed by 7 digits. Please note that your booking reference number must be entered with no space between digits and letters, i.e. MYHEAXXXXXXX. For tests purchased with other providers such as Boots, please contact their care team directly for assistance.
How do I request a cancellation or refund - service bought from MHC?
For Refunds please visit https://myhealthchecked.com/returns-and-refunds for further information. A member of the Customer Experience Team will review the request for 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.
How do I request a cancellation or refund - service bought from Boots?
We are unable to cancel or provide a refund for test kits that have been purchased through our sales partner Boots. If you wish to cancel or return your Boots order, please visit https://www.boots.com/floating-editorial/customer-services/returns-exchange.
Which test do I need to buy?
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.
I've made a mistake during my test activation
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 your test. You are responsible for inputting the details that will appear on your test certificate at point of activation.
How do I send my sample back?
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 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 that 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 chose to use a different courier or postage service of their choice at your own cost.
Has my sample arrived at your lab?
If you have used a Royal Mail returns label, you can track the progress of you 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.
How do I track my sample?
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/.
How can I guarantee getting results back in time for my flight?
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.
When should I order my test?
All orders received before 12pm on Weekdays and 10am on Saturday are dispatched via Royal Mail for next day delivery. Orders placed after the cut off time, on Sundays and Bank Holidays will be dispatched the next working day. Please be advised, Day 5 Test to Release is not automatically eligible for next day delivery as your kit must arrive on Day 5 of your isolation. This is in line with the requirements of the UK Government. Please note, Government guidance is updated regularly. Please visit www.gov.uk for the most up to date information.
I haven't received my test yet
All orders received before 12pm on Weekdays and 10am on Saturday are dispatched for next day delivery via Royal Mail. Orders placed after the cut off time, on Sundays and Bank Holidays will be dispatched the next working day. Please be advised, Day 5 Test to Release is not automatically eligible for next day delivery as your kit must arrive on Day 5 of your isolation. This is in line with the requirements of the UK Government. 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,