Errors in blood samples can happen for many reasons, but most commonly, it is because:
The blood has clotted
The personal details form was not included in the return package
The vial didn’t contain the required amount of blood
The sample was haemolysed (this is when the blood cells breakdown)
Insufficient blood flow during collection, which can often be prevented by proper preparation
If this happens, contact our Customer Care team and request a second test kit, free of charge.
If finger-prick testing is unsuitable for you, you can request a refund or explore alternative methods such as venous blood tests or Tasso devices for blood collection.
When taking your test, please make sure to follow all the instructions. To improve your chances of success, warm your hands in warm water (~40°C) for at least 4 minutes, stay hydrated by drinking two glasses of water 30 minutes before the test, and perform light exercises like arm circles to boost blood flow. Here's a helpful article with additional tips.
Detailed Collection Techniques
To ensure a successful blood collection:
Stand upright and keep your hand and the collection tube below waist level to use gravity to your advantage.
Use the side of your fingertip (not the pad) for lancing, especially if your fingertips are calloused.
Massage your finger in a steady “milking” motion from the base to the tip to encourage blood flow.
Wipe away the first drop of blood, then collect subsequent drops into the tube.
Avoid squeezing the puncture site too hard, as this can dilute the sample.
Remember to take your test Monday to Thursday in the morning, before you eat. And send your test back the same day, so it's fresh when it is processed at our lab.
Additionally, ensure your hands are warm and hydrated before starting, as this can significantly improve blood flow.