Troubleshooting
Flowflex Plus RSV + Flu A/B + COVID Home Test
My Flowflex Plus Flu A/B + COVID Home Test did not include any English instructions, what should I do?
Please contact Customer Service at 800 838 9502. 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?
Contact customer service at 800 838 9502 for assistance. 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 sample and follow instructions on the package insert
I lost my swab, can I use a Qtip instead of the swab?
Please only use the swab that is provided with the test. Contact customer service at 800 838 9502 for assistance. Customer Service hours are 5 a.m. – 5 p.m. (PST), 7 days a week.
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 Flu A/B + COVID Home Test 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 should I throw the test away?”
Our R&D Dept. has checked and confirmed that the Flowflex Plus RSV + Flu A/B + COVID 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 Flu A/B + COVID Home Test 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 should I throw the test away?
Our R&D Dept. has checked and confirmed that the Flowflex Plus RSV + Flu A/B + COVID Home Test kits that were exposed to temperatures above average (up to 55 °C / 131 °F) for a few hours are still working. Make sure the entire kit is cooled back to room temperature and there are still at least 3 drops of extracted samples for testing.
