You may not be able to find or download the app from the Appstore or Google Playstore. This is because, for security reasons, older versions of an operating system 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 and you may be able to update it. You can find out which versions of the operating system are supported by the app in the app description in your Appstore or Google Playstore.
The app needs access to the camera so that you can initially scan a QR code on the flyer. The app would like to send you messages to inform you of a new status, such as the completion of your findings.
In this case, please contact the doctor's practice or test center where you took the test to obtain the flyer or the QR code required on it.
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 laboratory and then processed by the laboratory. As soon as the results are ready or 24 hours after registration, you will receive a notification (you will be informed by push message if you have authorized the app to do so).
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 informed automatically 24 hours after your registration whether your findings are now available. If the findings are then available, you can call them up 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 complete the registration process again.
Note: The results are normally available within 24 hours. However, in exceptional cases, when the test centers are busy or before Sundays and public holidays, processing may take a little longer.
No, the findings will 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.
As soon as the findings are ready, you can retrieve them (you will be notified by push message if you have authorized the app to do so). Simply open the app and the download of the findings will start automatically (if the initial registration was successful). Open your findings within 30 days of submitting them. Once you have opened the report, it will be available in the app for an unlimited period of time.
If you have not called up your findings within 30 days of the finished findings being made available, please contact Support to obtain your findings. You have the option of submitting a corresponding request to Support in the menu.
You must register further findings again in the app using your zip code, date of birth and order number. This is because by registering a finding, you are requesting the transmission of the finding to your app. However, you only need to enter your password and PIN when you register for the first time; you can continue to use your login details. However, please note: 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 reinstalling the app, you must register again (for the first time).
Please check the following options:
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.
To keep your diagnostic data as secure as possible, the app is password-protected. This also protects your diagnostic data from unauthorized access on the end device.
The PIN gives you the option of resetting the password and creating a new password if you forget it. You can do this by selecting the "Forgotten" button below after opening the app on the start screen where the password is requested. You will also generate a new PIN in the process, as the previous PIN loses its validity for security reasons.
You can use the PIN to reset your password and create a new password. You can find more details under "Why does the app require a PIN?"
The app offers you the option of requesting a new PIN using facial recognition or fingerprint recognition. You can do this by selecting the "Forget" button below after opening the app on the start screen where the password is requested.
The problem most likely occurs because the app does not have permission to retrieve biometric authentication from your smartphone. You will then receive the error message "You can grant the app the appropriate authorization in the settings of your smartphone." Biometric authentication (called "Face ID" on iPhones) should then work. If this does not solve the problem, you can contact support in the app.