COVID-19 TESTING FREQUENTLY ASKED QUESTIONS.

PCR (polymerase chain reaction) tests have been designed to find genetic material called RNA that tells the virus to make these proteins. This test the most accurate Covid-19 test. When swabs are taken for PCR tests, reagents are used to convert the RNA into DNA in order to identify any infection within the patient. Antigen tests have been designed to find proteins on the surface of the virus to identify the pathogen. Antigen tests are often called rapid tests and are carried out by mixing the sample with a solution where it releases the viral proteins. The combination is normally applied on a paper strip that will be able to detect any antibodies that bind the protein.

The test meets the requirements for the proof of a negative coronavirus (COVID-19) test:
The test meets performance standards of ≥97% specificity, ≥80% sensitivity at viral loads above 100,000 copies/ml.

Customers need to make sure the picture which is being submitted is clear to allow results interpretation. Customers can retake the photo as many time as required until the quality of the photo is adequate.

Please dispose of the test in normal household waste.

No. Each test is single use only.

Please refer to the government website for further information as guidelines are updated regularly.

Refer to the insert provided within the kit.

Any internationally recognised passport can be used for ID verification in app.

Once the result is verified, an email will be sent to the account holder’s inbox and the same certificate will be available in  the app. Please ensure to check junk mail folders also.

Yes. However please check government guidelines of the destination country to ensure that an Antigen Test Certificate will be accepted.

Yes. The app is not location specific. If you take a test and submit the image, you will receive a result and a certificate.

This is a not supervised test. Please check with the regulation of the country you are going to if this type of antigen test is accepted or not.

This will be issued within 3 hours from submitting the picture for the initial review.

You must self-isolate straight away. Please continue to follow your local government guidelines.

If you reside in the United Kingdom, go to https://www.gov.uk/coronavirus

Yes

Please visit https://ec.europa.eu/health/security/crisis-management/twg_covid-19_diagnostic_tests_en for more information

For iOS devices search “Randox CertiFly” in App Store.  For Android devices click here 

You will need to purchase a new antigen test kit, we cannot amend certificates once they have been reported.

On the APP you can reset your password – please follow the instructions supplied

You will require a compatible iOS or Android device (please click HERE). We recommend downloading the app prior to purchasing the product to make sure that you will be able to use Randox CertiFLY

The certificate will be sent to the email addressed used with the APP and also available on the APP itself

Yes, PDF copy of the certificate can be printed.

You will require a compatible iOS or Android device (please click HERE). We recommend downloading the app prior to purchasing the product to make sure that you will be able to use Randox CertiFLY

For Randox CertiFly an internet connection is required every time you would like to access the APP. Hence, we recommend downloading the email with your certificate at your earliest convenience and/or storing the certificate on your mobile device.

Up to 4 users can be added to a profile.

No, only your passport can be used as part of the registration process

Yes, Date and Time are on the Certificate. The time will be set to UK GMT time

Sample collection kit orders are despatched Monday – Saturday.

We recommend you place your order well in advance of when you need it.

Once your order has been accepted by Randox Health an order confirmation email will be sent out to the email address used at time of order placement.

It is not possible to change the delivery address, amend or cancel orders once accepted by Randox Health.

Expected delivery is 4-6 working days once order confirmation is sent. The arrival date recorded as part of the ordering process has no impact on delivery schedule except for Day 5 (Test to release) orders.

For Day 5 (test to release) orders, these will only be shipped prior to day 5 of quarantine for arrival on Day 5, as per government testing guidelines.

Please note that if you only place your order for your day 5/ test to release kit after your date of arrival, we cannot guarantee that you will receive your test to release kit on your day 5. We encourage all orders are placed early.

When the products you ordered dispatch, an email and/or text message will be sent out by the courier to confirm delivery schedule. If there are any changes regarding delivery, it is the customers responsibility to communicate with the courier once courier has taken receipt of the order.

Once the order is with the courier all delivery queries must be directed to the courier, using the contact information provided in the email/ text communication at dispatch.

Each sample collection kit contains instructions for use. It is the user’s responsibility to ensure the instructions are read in full prior to engaging in the sampling process.

Video Guide

Registration is REQUIRED as part of the sampling process. It enables Randox health to send the results of testing to you. Without registration, results will not be provided.

Once the sampling process has occurred, registering the URN is necessary. Follow the instructions provided with the sample collection kit to carry registration out.

Please click below link to register

Register COVID-19 Kit

All details requested on the registration form must be completed correctly. You must enter your URN exactly as it appears on your paperwork. E.g. ‘R00000012’ Failure to register your kit will mean we will be unable to send you your results

Your URN is your Unique Reference Number.

Your URN is found within your COVID-19 Sample Collection Kit on pre-printed labels.

You must use your URN to register your kit

You must always keep this URN safe/ do NOT lose the URN

You should receive an email confirming your registration was successful. If you are unsure if your registration was successful, please try to register again as the site will not allow you to register the same URN twice.

Please note that it is the customers responsibility to ensure that they have removed any blocks on their email system that may prevent the registration notification and subsequent reports of results coming through. Also we advise customers to ensure that they check SPAM / JUNK folders for email correspondence.

Randox health hold no liability where the customers own email provider has blocked communication from Randox.

Please note that Randox Reports are supplied in PDF format.

Using the instructions provided with the COVID-19 sample test kit please ensure that the test is packed correctly.
It is recommended that you use a Randox Drop Box. These are open 7 days a week with multiple locations across the UK.

Click Here for How to Return Your Kit

Following receipt of your sample, we will make every reasonable endeavour to provide your test results within a reasonable timeframe following our laboratory receiving your sample. For samples returned via Randox drop box, we aim to provide next day results up to 11.59pm. For samples returned via an alternative courier, we aim to provide results within 12-24 hours of receipt of sample into the lab. Delivery dates for test results are approximate and Randox will not be held liable for any delay in delivery, particularly in light of global shortages in raw materials and the unprecedented level of demand for our services in the current challenging circumstance, as well as subject to further terms in this agreement. It is important to note that we are dealing with sensitive biological samples, which in rare circumstances may require secondary testing. Randox will not release a result until a thorough review has been carried out and we are satisfied with the deliverable result. This is in line with good laboratory practice.

If you have REGISTERED your sample online and sent the sample back to our laboratory (Please view how do I return my COVID-19 sample test kit), you will be notified when the physical sample has arrived at our laboratory.

You will receive your results via email, as well as a certificate of your results to use whilst travelling. In order for your certificate to be correct, please ensure the information used during the registration process matches the details on your passport

At this time, Randox Health are unable to offer COVID-19 testing services and home testing kits to any individuals who are going to Tokyo outside of the official Team GB delegation or Team GB Media delegation.

Food or drink should not be consumed in the 30 minutes prior to collecting your swab sample.

A booking reference number is a unique personalised number, which is required for government passenger locator forms.

Your booking reference number will be shown in a confirmation email which is sent after you have made your purchase. The number is included (like below) within the detail of the product purchased.

Please remember that you will need to enter your booking reference number when you register your kit for Day 2 and Day 8 URN registrations.

Register COVID-19 Kit

You will need to take a COVID-19 test on or before Day 2 / Day 8 of your quarantine period. The day of arrival in England will be treated as day 0.

It is important to note the arrival time of your flight when taking your Day 8 test. You must take your swab after this time on your Day 8 for the timing of the test to be acceptable.
For example, if you arrive at 9pm on the 1st, you must take and register your test after 9pm on the
9th for your Day 8 test.

To be clear, you must take and register your swab a full 192 hours after arrival in the UK for the system to recognise your Day 8 registration.

You need to take a COVID-19 test on or after day 8, unless you got a positive result from your day-2 test.

Click Here For Source

Day 2 & Day 8 products have separate Unique Reference Number (URN) numbers therefore you must register BOTH kits separately.

You can register either kit here using each URN:

Register COVID-19 Kit

If you fail to register both kits ie you only register one URN, you will not receive your results for both kits. Please remember to keep a note of your URN numbers as it will be needed to obtain your results.

It is the customers responsibility to follow the instructions provided in the sample kits.

You will need to enter details such as your URN, booking reference, name, email, DOB, phone number, address, travel details, passport number, date & time sample collected.

For the latest government guidance on Test-to-Release please Click Here For Source

Please note that under UK Government regulation, Test to Release kits can only be despatched prior to Day 5 of quarantine. These are available for UK delivery only. Test to release kits CANNOT be taken any earlier than Day 5. Despatch of day 5 will be based upon the Arrival Date (back into the UK) that is provided when order is placed.

Please note that if you only place your order for your day 5/ test to release kit after your date of arrival, we cannot guarantee that you will receive your test to release kit on your day 5. We encourage all orders are placed early.

Currently, Test-to-Release only applies to England. Northern Ireland, Scotland, Wales, the Isle of Man, Jersey or Guernsey have all released their own quarantine travel restrictions, please refer to local government websites for the latest information.

Click and collect orders will be ready for collection immediately after receipt of order confirmation- please refer to your order confirmation for specific details.

Please go to the collection point shown on the Randox Click and collect map option.

Please bring your order confirmation with you to collect the kits – If you DO NOT bring your order confirmation with you, we will be unable to provide you with the kits.

No, you must bring your order confirmation with you to collect your kits at the specific collection point.

Yes

Your order is available for pick up anytime within 10 days from the order confirmation date.

No If you have chosen / purchased Click and Collect, home delivery is not an option

No, orders can only be collected from the original location chosen as per the order confirmation

Predeparture, day 2, day 8 and lateral flow kits are available through click and collect options.

Day 5/ test to release is not available through click and collect.

This is because you have included a day 5 / test to release kit in your basket. We cannot offer day 5 / test to release as an option for click and collect

Predeparture/ Day 2 / day 8 kits can be chosen for click and collect.

No, all orders must be placed online. However we do offer a same day collection service so kits will be available immediately from order.

Please refer to government guidelines regarding travel allowances during quarantine

Our kits are not interchangeable, collection availability will only be for the kit purchased.

If there is no location suitable to you, remember you can choose home delivery. We appreciate every ones patience while we expand our network of centres for click and collect. Please watch this space.

Yes – the nominated person however must have a copy of the order confirmation with them.

Items will be held for a maximum of 10 days from order date. If stock is available, it may be possible to collect items after your desired pick up date. However, Randox are unable to guarantee availability.

No –  stock is held at our dedicated Collect+ pickup points only. Please use the postcode locator at checkout or refer to the map https://www.google.com/maps/d/viewer?mid=1FC06sxnhBipfF5mPPDRHPJAgSCt4HKQt&ll=52.49194960296319%2C-1.375855269530133&z=7 for your closes Collect+ location.

We recommend that your kit is packed into your hold luggage.

To book your antigen test in Poland please visit this website https://www.synevo.pl/randox

To book your antigen test in Athens / Rhodes please email one of our partner clinics at least 48 hours in advance. You can find a list of clinics and email addresses in the PDF attachment supplied with your order confirmation email or alternatively visit https://www.google.com/maps/d/edit?mid=1_PQRWio99CNfdMaTf-Il-kNvWpIBB1Jk&ll=37.449489891256675%2C25.94202932187501&z=7

There is no need to book an appointment for your antigen test in Cyprus. Visit your chosen walk-in clinic for testing at least 48 hours in advance of when you need your result. You can find a list of clinics in the PDF attachment supplied with your order confirmation email or alternatively visit https://www.google.com/maps/d/edit?mid=15T0u3rHX7twPL2slAqbQyc2D3jZEimm5&ll=34.923651869754366%2C33.19676066439016&z=10 to locate your closest clinic in Cyprus.

To find your closest clinic in Poland please visit https://www.google.com/maps/d/viewer?mid=18BoHs2zVy0p50xhpcX4nhe2tDjhQHLoB&ll=52.09573041019265%2C20.56354872053567&z=6

To find your closest clinic in Athens or Rhodes please visit https://www.google.com/maps/d/edit?mid=1_PQRWio99CNfdMaTf-Il-kNvWpIBB1Jk&ll=37.449489891256675%2C25.94202932187501&z=7

To find your closest clinic in Cyprus please visit https://www.google.com/maps/d/edit?mid=15T0u3rHX7twPL2slAqbQyc2D3jZEimm5&ll=34.923651869754366%2C33.19676066439016&z=10

In Poland you should book your appointment at least 48 hours in advance of when you require the test.

In Athens or Rhodes please book your appointment at least 48 hours in advance of when you require the test.

You do not need to book an appointment at one of our partner clinics in Cyprus however you should visit the clinic at least 48 hours in advance of your return flight.

You are required to take your test to return sample 3 days before your return to the UK.

You will receive your result to the email provided at the time of your appointment along with appropriate travel certification.

If you are travelling home from Poland, you will receive a text notification of when your results are available on the Synevo portal. The notification will also contain instructions on how to access test results.

Your unique voucher code can be found on your order confirmation email. Please check your junk / spam folder if this cannot be located in your inbox.

Where your tests are delivered and self-administered, if there is no one in your household or bubble who can post the test for processing, you may leave the premises to post your test.

Click Here for Source

If you are a private or corporate customer and have registered your COVID-19 home test kit through the Randox Health website, please use the contact form on this website to contact one of our team members.

If you have not registered your kit, but still have your URN, you can retrospectively register your kit.
Register COVID-19 Kit

Any results that have been reported for this kit will then be issued to the relevant email address.

Please remember to check your junk folder

Yes, when registering your kit online you can select the option to add the swab time and date to your results report. Your report will also include the test date and time.

Yes you can choose to add your passport details when registering your kit after you take your swab. This will ensure that your results certificate has your passport details included.

You will be notified via email of the result and what to do next.

On occasion the testing process can return an unclear result. This is exceptionally uncommon. If you carried out the test through through a Randox partner please communicate with them directly. If you carried out the test through a purchase of a home sample collection kit online please contact our customer support team on 028 9434 3005 should you require any further information on your unclear result.

You will be notified via email of the result and what to do next.

The EU Digital COVID Certificate is digital proof a person has either received a negative test result, recovered from COVID-19 or been vaccinated against COVID-19 and can be used across all EU member states. The EU Digital COVID Certificate can only be issue from our Randox Health Travel Centres in the Republic of Ireland.  Please visit booking.randox.ie to find out more.

PHE have advised that fragments of inactive virus can be persistently detected by PCR in respiratory tract samples following infection, and for some time after a person has completed their isolation period and is no longer infectious. So an individual can test positive, however it is vital that this also be considered as a possible new infection. The individual should immediately self-isolate in line with local authority stay at home guidance. We recommend contacting 119 for assistance.

Check my order is a helpful tool for customers whether home or abroad to have full details of orders.

By inputting the order number, email address and date of birth used when the original order was placed, you can access the following information;- Contents of the order

• The booking reference number (required for the passenger locator form). Please note booking reference numbers are only applicable to day2, day 5 and day 8 kits.
• Status of your home delivery order including when the order has been packed, despatched and courier tracking information.
• Status of your click & Collect order including the collection date and confirmation once collection has occurred.
• Information is specific to each product ordered, please ensure to scroll down for full details.

Glossary for Click and Collect Orders;

• Product – refers to the single kit or pack that has been ordered.
• Booking reference – if you have ordered a Day 2/ Day 5 / Day 8 or a one of our travel bundles, you can find your booking reference number on your order confirmation email or on the Check My Order function. Please note that predeparture kits do NOT include a booking reference number.
• Kit collection date – this refers to the pickup date chosen at the time of order confirmation.
• Collection Location – this refers to the Collect+ Collection Centre chosen at the time of order confirmation. Please click here for specific details on where the collection location is.
• Kit collected on date – this refers to the date kits have been collected from the chosen Collect+ location.

Glossary for Home Delivery Orders

• Product – this refers to the single kit or pack that has been ordered.
• Booking reference – if you have ordered a Day 2/ Day 5 / Day 8 or a one of our travel bundles, you can find your booking reference number on your order confirmation email or on the Check My Order function. Please note that predeparture kits do NOT include a booking reference number.
• Order placed – this refers to the date of order confirmation.
• Order packed on – this refers to the date your order has been prepared for collection by the courier – from this date given, the customer can expect to be contacted by the chosen courier within 1-2 business days. This is EXCLUDING day 5/ Test to Release kits which will remain prepared until the required date to ship (in line with government guidelines).
• Courier Latest info – Information will be here regarding the status of the order once with courier, including, whether it is still under planning, has been collected, is out for delivery or has been delivered.

You can view the status of your order by clicking here.

Your booking reference number may also be found by clicking here.

You can find out if your order is ready for collection by clicking here.

Please type in the order number that you received through the order confirmation email from Randox health. Please also type in your email address & Date of birth. All 3 pieces of information are required. Please ensure the email address and date of birth are those provided when the order was originally placed.
You must agree to our T&Cs before confirming submit

If the order number invalid image is showing this means that one of the three mandatory pieces of information you have provided is not the same as originally provided when the order was placed – please review the information provided and resubmit. If this doesn’t work then please contact us here with details and customer support will be in touch.

If your order has just been packed, please allow for 1-2 business days before the allocated courier code can be used for tracking the order. The courier will also contact you via email (email provided with the original order) regarding delivery scheduling

This means that the courier does not have the physical products at this time.