The app is not displayed in the app store of my smartphone/ I cannot download the app.

It is possible that you cannot find or download the app in the Appstore or Google Playstore. This is because, for security reasons, versions of an operating system that are too old are no longer supported by the app. In this case, you will unfortunately not be able to install the app on your device. If this is the case, please check your current operating system version under Settings, you may be able to update it. In your Appstore or Google Playstore, you can find out in the app description which versions of the operating system are supported by the app.

Why does the app need access to my camera and the ability to send me messages?

The app needs access to the camera so that you can initially scan a QR code on the flyer. The app wants to send you messages to inform you about a new status such as the completion of your findings.

According to the app, I should first scan a QR code from a flyer. What should I do if I don't have the flyer?

In this case, please contact the testing center or doctor's office where you performed the test to obtain the flyer or the QR code required on it.

When can I register my order in the app?

You can register your order at any time using the order number in the app. Please note that it takes a certain amount of time for the order to be received by the lab and then processed by the lab. As soon as the report is ready or 24 hours after registration, you will receive a notification (you will be informed via push message if you have authorized the app to do so).

When will I receive my findings after registration? Or when will I be notified about the status?

If the findings are not made available directly in the app after registration, the findings are most likely still being processed. In this case, you will be automatically informed 24 hours after your registration whether your findings are now available. If the findings are then available, you can retrieve them in your app. If no order has been found for your registered data, you will also be notified. In this case, please check the data you have entered and carry out the registration again.

Note: The results are normally available within 24 hours. However, in exceptional cases, with high utilization of the test sites or before Sundays and holidays, processing may take a little longer. 

Will the findings be saved directly to my smartphone?

No, the findings remain visible to you in the app interface for the time being. However, you can download, forward or print it by clicking on the corresponding print icon.

How long can I retrieve my findings in the app?

As soon as the report is ready, you can retrieve it (you will be informed via push message, if you have authorized the app to do so). To do this, simply open the app, and the download of the findings will start automatically (provided that the initial registration was successful). The finished report is available in the app for an unlimited period of time.

If you have not retrieved your report within 30 days after you have received the notification of the completed report, please contact the support to receive your report. In the menu you have the possibility to make a corresponding request to the support.

Do I have to register every further finding in the app again?

Normally, you have to register further findings in the app again. This is because by registering a finding, you request that the finding be transmitted to your app. However, the password and PIN are only required for the first registration; you can continue to use your login data. Please note, however: The prerequisite for this is that the app has not been uninstalled and reinstalled in the meantime, even on a new device, for example. After a reinstallation of the app, a new registration must take place.

I have not received a push notification. What is the reason?

Please check the following options:

· It is possible that your smartphone/tablet does not have the permission for the app to send push messages to your smartphone. You can adjust this in your app settings for future findings.

· A push message may not have been sent to you yet. For more detailed information, see "When will I be notified about the status?" .

• If you have uninstalled and reinstalled the app in the meantime, the findings can no longer be assigned to your "newly installed" app. In this case, please contact support. See also "I uninstalled the app after registering my order. Is there anything to consider when reinstalling?"
• No push messages are sent while the app is open (even in the background!). If the findings are ready while you have the app open, they will be downloaded automatically and displayed to you in the app.

I uninstalled the app after registering my order. Is there anything to consider when reinstalling?

If you have uninstalled the app after registering your order, the findings can no longer be assigned to a subsequently "reinstalled" app, as the assignment takes place via a unique "App ID". To access your findings, please contact support. You can find this in the app under: Menu → Support.

The biometric authentication does not work to reset my PIN. What should I do?

The problem most likely occurs because the app does not have the permission to retrieve biometric authentication from your smartphone. Then you will get the error message "You can give the app the appropriate permission in your smartphone's settings." After that, biometric authentication (called "Face ID" on iPhones) should work. If this does not solve the problem, you can contact support in the app.