Technical Assistance

Awaiting time results

Your test result can be verified from Monday to Friday, between 8:00am and 5:00pm, and on weekends and bank holidays between 9:00am and 3:00pm. If you upload your test cassette photo after this period, your COVID-19 certificate will be issued on the next working day.

Please note that our verification service operates only on GMT (Greenwich Mean Time).

Problems uploading the test cassette image

If you are having issues uploading your test cassette image, please contact us at or call us on +44 (0) 20 3371 3537. You will need to have a clear picture of your test cassette results and your order number to help us help you.

Note that your test cassette image should be at high resolution, with no shadows obscuring the image and a clear view of the control line (C). Test results must be read within 30 minutes or the results will no longer be valid. We cannot evaluate any tests that failed any of the above criteria.

Important information

This service is optimise for use on smartphones, though it may also work on a laptop or desktop.

If you are using a smartphone: please use an up-to-date iPhone, iPad or Android device with camera.

If you have to use a laptop/desktop: please use an up-to-date version of Chrome or Firefox, your computer will need a high resolution webcam.