Troubleshooting - Flu
Flowflex® Plus COVID-19 and Flu A/B Home Test
My Flowflex Plus COVID-19 and Flu A/B Home Test did not include any English instructions, what should I do?
Please fill out the Contact Us form (Contact Us – Flowflexcovid.com) and provide the Lot number and location where the product was purchased. Customer Service hours are 5 a.m. – 5 p.m. (PST), 7 days a week.
What color should the solution be inside the extraction buffer tube?
The solution should be clear and colorless. If you receive a solution that has a yellow color, do not use this test kit. Please contact customer service at (800) 838-9502 for assistance. Customer Service hours are 8 a.m. – 8 p.m. (EST), 7 days a week.
How many drops should I put in the cassette well? Can I put in all the buffer solution?
You should dispense 4 drops of solution into the cassette Sample Well. Please do not overuse the buffer solution.
Where should I dispense the solution on the cassette?
You should dispense 4 drops of solution into the cassette Sample Well marked with an “S”.
I spilled some of the extraction buffer, what should I do now?
Do not use the test and contact customer service at (800) 838-9502. Customer Service hours are 5 a.m. – 5 p.m. (PST), 7 days a week.
Can I swab my throat/ear instead of my nose?
Please do not swab your throat/ear. Please only swab your nose to collect samples and follow procedures on the Quick Reference Instructions.
I lost my swab, can I use a Qtip instead of the swab?
Please do not swab your throat/ear. Please only swab your nose to collect samples and follow procedures on the Quick Reference Instructions.
Is the yellowish color on the tip of my nasal swab normal?
Yes, discoloration of the swab tip is normal and due to UV exposure. The swab is safe to use and will have no impact on test performance.
The package containing my Flowflex Plus COVID-19 and Flu A/B Home Tests was left outside in freezing temperatures for a few hours – below the storage temperature listed on the kit box. Will it affect the tests’ performance, and show I throw the tests away?
Our R&D Dept. has checked and confirmed that the Flowflex Plus COVID-19 and Flu A/B Home Test kits that were frozen are still working. Make sure the entire kit is back to room temperature and that the extraction buffer is thawed and back to liquid solution form before the kit is used for the testing.
The package containing my Flowflex Plus COVID-19 and Flu A/B Home Tests was left outside in very high temperatures for a few hours – above the storage temperature listed on the kit box. Will it affect the tests’ performance, and show I throw the tests away?
Our R&D Dept. has checked and confirmed that the Flowflex Plus COVID-19 and Flu A/B Home Test kits that were exposed to temperatures above average (up to 65°C/ 150°F) for a few hours are still working. Make sure the entire kit is back to room temperature and there is still at least 1/3 of an inch of buffer in the tube before the kit is used for the testing.