Blood samples can sometimes be unsuitable for processing. Common reasons include:
The sample clotted.
The personal details form was not included in the return package.
The vial did not contain enough blood.
The sample was haemolysed, meaning the blood cells broke down.
Blood flow during collection was insufficient.
What to do next
Contact our Customer Care team to request a replacement test kit, free of charge.
If finger-prick testing is not suitable for you, you can request a refund or ask about alternatives such as a venous blood test or a Tasso blood-collection device.
How to improve your next sample
Before starting:
Drink two glasses of water around 30 minutes before the test.
Warm your hands in water at around 40°C for at least 4 minutes.
Do light exercise, such as arm circles, to encourage blood flow.
Here's a helpful article with additional tips.
During collection:
Stand upright and keep your hand and collection tube below waist level.
Use the side of your fingertip, particularly if your fingertips are calloused.
Massage your finger steadily from the base towards the tip.
Wipe away the first drop, then collect the following drops in the tube.
Avoid squeezing the puncture site too firmly, as this may dilute the sample.
Take your test in the morning, Monday to Thursday, before eating. Return it on the same day so that it reaches the lab while fresh.