Frequently Asked Questions

General

Account

Using A Test Kit

Results

General

How can I place an order for a test kit?

Click on the top right “Sign-up Now” tab and then choose the New Account or Existing Customer link. Enter the information requested and when prompted, enter the Invitation Code that has been provided to you by your employer. After entering the required information, we will automatically ship you a test kit. Back to Top
How can I view my results?

Once your sample is processed we will send you an email notification that explains how to login to your account. Once you are logged into your account, click on the "Test Results" tab at the upper portion of the screen, and then click a specific test for additional information. To view your complete lab report click "Lab Report" on the right side of your screen. By clicking on "Lab Report" your lab report will open up in a new window. If you are having issues viewing your lab report make sure that you do not have your pop-up blocker turned on. Back to Top
How can I order a kit for a spouse and/or dependent?
If spouses and dependents are eligible for the program you or your spouse/dependent must create a separate account to receive an additional test kit. Back to Top
Will I incur any out of pocket costs for these tests?

No. The entire cost of this program is covered by your employer. Back to Top
How long does it take to receive my test kit in the mail after I sign up?

It typically takes 3 to 5 business days. All test kits are shipped by first class mail via United States Postal Service. Back to Top
How long does it take to get test results after I mail my sample?
It takes 10 to 15 days for your results to be processed at the lab and posted online. Back to Top
How do I know if my results are available?

You will receive an email message notifying you when your results are available. This message will contain instructions for viewing your results and printing your lab report. Back to Top
What is included in the test kit?

The test kit includes everything you need to collect and mail a tiny blood sample:
  • Sample collection cassette
  • Foil pouch
  • Pre-paid return mailer
  • Gauze pad
  • Band-Aid
  • Single-use lancet (x2)
  • Patient Information Card
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What do I do if I need an additional test kit component (i.e. lancets, bandage, etc)?

While the test kit contains everything that you need to complete the sample collection process, we are more than happy to provide additional components. Contact our customer support by phone at 877-862-4647 or email support@bioiq.com to request additional components. Back to Top
Who is providing the results and what is their accreditation?
The test results are being provided by BioIQ, courtesy of its laboratory network. All of BioIQ's partner laboratories maintain the highest applicable clinical accreditation in accordance with the Clinical Laboratory Improvement Amendments (CLIA). Back to Top
How does BioIQ know which sample is mine?

For security and privacy reasons, each BioIQ test kit is identified by a unique bar code. This bar code is associated with a specific user in the BioIQ database and paired back with that user once the laboratory provides results for that unique bar code. Back to Top
What happens to my sample after the lab has processed it?

The laboratory destroys the sample once results are processed.
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What should I do with my results?

We strongly encourage you to share your lab results with your primary care physician, or with a health coach if one is available to you. Back to Top
Are there any age restrictions?
Yes, you must be 18 years of age or older to order a test kit. Back to Top
Can I order a test kit if I am outside of the United States?
No, currently we only ship within the United States. Back to Top
Do the BioIQ test kits have an expiration date?
Yes, the kits have expiration dates. Check the test kit for the expiration date of each kit. Back to Top
How can I contact customer support?

For phone support, call our toll-free support line: 1-877-862-4647
Open Mon-Fri, 6AM-5PM PST

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Account

What do I do if I cannot remember my username or password?

Click here to retrieve your username or reset your password. Back to Top
Who has access to my account?

When you enroll you will create an account with a username and password of your choice. Unless you share your password with someone, no one can access your account without your knowledge. We require that you select a password that is at least 8 characters long and contains both numbers and letters.

You will be able to reset your password at any time. If you forget your password, you can easily reset it online. Call us at 1-877-862-4647 or email support@bioiq.com if you require assistance.

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Using A Test Kit

Are the test kits safe?
The test kits are completely safe and represent some of the best laboratory technology available. All of the laboratories within BioIQ's network are certified by the Clinical Laboratory Initiatives Amendment (CLIA) office. These labs have pioneered the use of testing technologies based on small samples that can be safely preserved and transported by mail. Each blood sample is processed using the most accurate methodologies available. BioIQ insists on rigorous standards for privacy, accuracy, safety and quality control. Back to Top
Will my sample be protected and preserved while traveling through the mail?

Yes, our sample collection and preservation technology used by BioIQ is designed to protect your sample while in transit through both extreme cold and warm weather conditions. Be sure that the foil pouch is completed sealed and air-tight before placing it in the pre-paid return mailer.
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Do I need to fast before taking the A1c or Glucose/Diabetes and Cholesterol test kit?

Yes. You must fast for 9 to 12 hours before completing the test. This is required for the Cholesterol analysis. It is OK to drink water. We recommend taking the test soon after you wake up in the morning, before you have had coffee or breakfast. Back to Top
Can you offer any suggestions to ease the testing process?

Yes. Here are a few tips:
  • Make sure that your hands are very warm. You can warm them by placing them under warm water or rubbing them together.
  • Avoid calluses when you prick your finger. Often, using your pinky finger works well.
  • Make sure that your hand is below your heart. Standing up while taking the test also helps, unless you feel dizzy.
  • After you nick your finger, massage it from your palm all the way to your puncture site. Do not just squeeze at the tip of your finger where you nicked it. This will actually stop the bleeding.
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Can I see a sample of the testing process?

Yes, you can view an instructional video that illustrates the sample collection procedure at:
https://uhc.bioiq.com/videos/testkit.html Back to Top
Does using the lancet hurt?
The sensation is similar to that of a light prick or soft pinch. The pain, if any, is very mild. Back to Top
I am not comfortable with the idea of pricking my finger. What should I do?
Usually this is merely a matter of perception, as the process is virtually painless and very simple. For this reason we encourage you to prick your own finger. If for some reason you are unwilling or unable to do so, then ask another person assist you. Back to Top
How can I be sure that the lancets are sterile?
The lancets included with your test kit are spring-loaded and can only be used once. They are sterilized and capped by the manufacturer. After one use, the needle permanently retracts back into the plastic housing and cannot be reactivated. Back to Top
What should I do if I have additional questions about the test?

Contact BioIQ by email at support@bioiq.com or call the 24/7 customer support line at 1-877.862.4647.

Results

How long does it take to get test results after I mail my sample?
It takes 10 to 15 days for your results to be processed at the lab and posted online. Back to Top
How do I get my results?
You will receive an email message notifying you when your results are available. This message will contain instructions for viewing your results and printing your lab report. Back to Top
Who is providing the results and what is their accreditation?
The test results are being provided by BioIQ, courtesy of its laboratory network. All of BioIQ's partner laboratories maintain the highest applicable clinical accreditation in accordance with the Clinical Laboratory Improvement Amendments (CLIA). Back to Top
What should I do with my results?

We strongly encourage you to share your lab results with your primary care physician, or with a health coach if one is available to you. Back to Top
What does it mean if my results are inconclusive?
This means that the laboratory was not able to process some or all of the tests that were requested when you ordered your kit. The specific reason for your inconclusive result can be found in your lab report. The most common reasons for an inclusive result are:
  • "Insufficient sample, not enough blood" meaning that there was not enough blood provided when completing the test kit.
  • "Sample hemolyzed" meaning that the laboratory detected that the red blood cells in the sample were ruptured yielding the sample un-testable. This is often caused by excessively squeezing your finger at the wound site when collecting your sample. We recommend reviewing the sample collection tips if this is an issue for you.
  • "Pouch not properly sealed" meaning that the foil pouch was not completely sealed when it was received by the laboratory. Be sure that the foil pouch is completed sealed and air tight before placing in the pre-paid return mailer. To be extra safe feel free to add a piece of light tape to the foil pouch.
  • "Sample expired" meaning that your sample arrived at our lab more than 30 days after the recorded collection date. Please mail the same day that you complete the sample collection process.
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What do I do if I have an inconclusive result?
Feel free to email us or call us at any time and we can usually send out a replacement kit. Back to Top
What do I do if it has been more than 15 days since I returned my sample and I don’t see my results yet?
Although quite rare, we do experience delays due to the United States Postal Service that are out of our control. If it has been more than 3 weeks since you returned your sample please email us or call us and we can track the status of your sample. Back to Top