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What to Do If You Encounter Issues with Collecting Your Sample
What to Do If You Encounter Issues with Collecting Your Sample

Issues with sample collection

Updated over 3 months ago

If you’re having trouble collecting enough blood for your test, don’t worry—we’re here to help. Follow these steps to resolve the issue and get back on track:


Step 1: Contact Support

If you were unable to collect a sufficient sample, reach out to our support team for assistance. ([email protected])


Step 2: Provide a Photo of Your Sample Card

To better understand the situation, we may ask you to share a picture of your sample card. This helps us assess the issue and provide you with accurate guidance.


Step 3: Replacement Options

Based on our review, we’ll let you know whether a new test collector card or kit is required. If our agents determine that the sample is not sufficient for analysis, we will ask you to discard it and send you a free replacement immediately, so you can re-test.


Step 4: Improve collection

After reviewing your situation, we’ll recommend steps to ensure your next collection is smooth and successful. Here’s what we offer:

  1. Complimentary Finger Pump: This helps improve blood flow and makes collection easier.

  2. Personalized Guidance: Schedule a 15-minute Collection Success Call with one of our medical team members, who will guide you through the collection process step by step. You can book your session here: https://calendly.com/collection-success/siphox-health-sample-collection-success

  3. If the finger pricking did not work for you, you can also use our Easy Draw method: Easy Draw Article

Your Experience Matters

We’re committed to supporting you every step of the way.

If you have any questions or need further assistance, don’t hesitate to contact our team. We’re here to ensure your testing process is as smooth and stress-free as possible.

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