What if my test is unsuccessful?

At-home testing does not always go to plan. If you complete your Healthy Heart Check and the PocDoc app is unable to generate a successful result, you may be eligible for a free replacement kit under PocDoc's Results Guarantee.

A test may be unsuccessful for several reasons, including:

• Not enough blood being collected and applied to the test chip
• Not being hydrated enough before taking the test
• Not having the notifications enabled in the PocDoc App

If your unsuccessful test qualifies under the Results Guarantee, the PocDoc app will automatically offer you a replacement test kit.

You can claim your replacement by following the instructions shown in the app. If you do not see the replacement offer immediately, tap the bell icon on the home screen to view any notifications relating to your test, and follow the on screen steps to order your replacement, as illustrated in the image below.

Please view the video attached below for a step-by-step walkthrough of this process.

Please note that replacement tests are only offered automatically when a test has been completed and the app records an unsuccessful result. If you experienced a problem before completing the test, such as an issue with the lancet, transfer pipette, or another component of the kit, please contact our help desk here with the following information:

• The email address used to set up your PocDoc account
• The activation code on your test kit and or name of the organisation that supplied your test kit
• A brief description of what has gone wrong

The Results Guarantee does not cover:

• Expired test kits
• Unused test kits

It is the user's responsibility to check that their test kit is within its expiry date before use and that the test kit is only used as instructed.

If you have any further questions please contact us here and we will be happy to help.