Frequently Asked Questions & Contact Us
We are experiencing a very high volume of calls and enquiries.
To save you time, we have put together a list of Frequently Asked Questions for you to refer to.
At the bottom of this page you will find a General Enquiries contact form.
Where can I purchase a Lateral Flow self-test kit?
You can purchase lateral flow testing kits (LFT) for you and your fellow travellers at Lateral Flow (Antigen) Tests- Assured Screening. Each person will receive a test kit and unique booking reference number. It is the customers’ responsibility to ensure that they are eligible to use lateral flow tests for the required purpose, this can be checked at: Travel to England from another country during coronavirus (COVID-19) - GOV.UK (www.gov.uk)
Is there a minimum age requirement to use your Lateral Flow tests (LFTs)?
You must be at least 18 years old to administer the Lateral Flow test yourself. For under 18s, a parent or guardian must perform the test. Please refer to the manufacturer’s instructions within the test kit.
What do I need before I do my Lateral Flow Test (LFT)?
DO NOT CARRY OUT YOUR LATERAL FLOW TEST (LFT) UNTIL YOU HAVE REGISTERED ONLINE
You will need:
- to register with the portal – do this at https://testing.assuredscreening.com.
- your lateral flow test kit – SARS-CoV-2 Antigen Rapid Test (self-testing)
- your passport or other travel document
- your unique booking reference number (this is the 30 digit number printed on the Assured Screening green sticker on your Lateral Flow box)
- access to a device with a camera to log onto the portal
- once in the portal, follow the on-screen instructions and conduct your test
- upload the required photographic evidence when prompted
- once you have submitted your evidence, our verification team will review your result and ID and issue you a result certificate
NB. LFT Antigen test submissions are verified each day between 8am and 6pm and can take up to one hour after submission to issue a certificate, submissions received after 6pm will be verified the following day.
I have received my Lateral Flow self-testing kit but there is/are component(s) missing or damaged?
We are sorry to hear that you received an incomplete test kit, please contact us as soon as possible to arrange a free replacement kit. Contact email@example.com mark your message as ‘Urgent’ in the subject box and quote your unique reference number. We will issue a replacement kit as soon as possible.
What time should I do my Lateral Flow test (LFT)?
You can perform your Lateral Flow test at any time you like.
Our team verifies LFT submissions and issues certificates between 8am and 6pm every day (7 days a week). It can take up to 1 hour after submission to receive your certificate if submitted within this time. Submissions received after 6pm will be verified the following day.
Should you require your certificate before travelling, we recommend allowing yourself plenty of time prior to travelling to perform your test to make sure our team can get your certificate to you.
How is my Lateral Flow Test (LFT) result returned to me?
You will need to register an account at https://testing.assuredscreening.com. The email address used to enter your account will be the email address that your result certificate is sent to. You can use the same account for multiple people, but all result certificates will go to the same email address. If you require a result to be sent to a different email address, you will need to create a separate account, with a separate email address.
Why hasn’t my Lateral Flow Test (LFT) been verified yet?
Our team works hard to aim to verify every certified Lateral Flow Test (LFT) and issue a certificate as soon as possible with results issued within 12 hours. On rare occasions, this process can take a while if our team is experiencing a large influx of tests or an exceptionally high demand. We recommend performing your test with plenty of time to spare prior to travelling to ensure you receive your certificate in time for your trip.
Rest assured that our team is working as fast as they can to provide you with your certificate as soon as possible. If you need further assistance, please contact us on firstname.lastname@example.org.
My Lateral Flow Test (LFT) test strip is invalid. What should I do?
The quality control line ‘C’ will not appear when a test is invalid. This means, for whatever reason, that the test has not worked and a result cannot be reported.
When this happens, the verifier will report the result as invalid and you should perform another test whilst being very careful to follow the instructions provided.
Why was my Lateral Flow Test (LFT) rejected?
A Lateral Flow Test (LFT) can be rejected by our verification team for a number of reasons, usually due to the test not being performed correctly or an unclear image of the test strip or your passport. Your test can also be rejected if the personal details you entered don’t match the details on your passport. Our team works hard to validate each test, but due to our strict guidelines if a step is not performed properly then the result cannot be validated.
Always be sure to capture the images that you send in a well-lit environment, and that your devices camera is properly positioned and focused.
I need help with my LFT test. How can I get in touch?
If you have any queries or questions regarding the LFT service or your test kit, please get in touch with our customer service team on email@example.com
Can I see an example travel certificate?
Yes, please see an example of our certificate of analysis here.
My flight is on this date, when do I need to test?
Unfortunately, we can’t give specific advice on this as every airline/country of destination has their own policy. The best thing to do is to check with your airline and consider whether the xx hours specified are from departure or arrival. Then work your way back to the date/time of the start of the test window.
When you complete your swab, you need to register it and state the time you completed the test. This information is printed on your travel certificate. You can view an example certificate here
How long will it take to get my results?
Results are normally processed within the guided turnaround time provided with each product. This may vary for each product. If you are accessing a test through one of our clinical partners, turnaround times are based upon the agreed service level agreement between our lab and the clinical partner. This may vary from our direct to lab offering.
How do I get the sample to you in time?
You need to consider the time window given by the airline and add the turnaround time we need to process your sample, as well as the time taken to return to our laboratory.
If you have taken a test at our test centre, you will have selected a turnaround time during the checkout process.
If you have taken a sample at home, our postal kits include a reliable 24 TRACKED service however, we can’t guarantee that your sample will be delivered to us next day. You can, of course, drop your sample off at one of our nationwide drop boxes. These are returned every night to our laboratory, 7 days per week.
What are your opening hours?
Our lab is open 24 hours a day, 7 days a week. Once a test has been purchased online, you can drop-off your test, contact-free, via our Barnard Castle facility.
I posted my sample but have not yet seen a certificate
Providing you have registered your test correctly, you should have had your result within the expected time frame. If you posted the sample, you can track when it was delivered using the Royal Mail Tracking Number provided. We usually receive post by 10am, therefore results may take up to 4pm the next day to be issued. Please bear in mind that we do not receive post on a Sunday.
My results were due some time ago, why have I not seen my results yet?
In certain instances, our emails may appear in your junk / spam folder. Please check regularly. Also, check that you have registered your sample online before posting / dropping it off. It is vital that you have registered your details against the sample specimen number. If not registered, we won’t have an email address to link the results to. Check that you have received a confirmation email directly after registration. Your sample kit contains 3 copies of a unique sample ID barcode. You should keep one for reference. If still in doubt, click here
My flight is on a Wednesday and I have to swab on a Sunday. How do I get the sample to you?
Whilst Royal Mail has a reliable 24 TRACKED service which is included with your sample kit (for home sampling kits only), we can’t guarantee that your sample will be delivered to us next day. You can, of course, drop your sample off in one of our drop boxes (these are located nationwide), arrange for your own courier or investigate alternative postage methods with Royal Mail.
Is your lab/test approved by PHE?
PHE does not approve laboratories or tests for COVID testing. Please click here for confirmation and clarity from the UK government.Our test methods and sample kits are approved for use based on real-time reverse transcription quantitative polymerase chain reaction (RT-qPCR). The test utilises CE-IVD approved test kits allowing use in the UK and Europe.
AssuredScreening.com is a registered COVID test provider with the Department of Health and Social Care.
The Post Office staff are refusing to accept my parcel over the counter because it contains a swab. What can I do?
Please post your parcel in a Priority Post Box. You can find the one closest to you via the Royal Mail website or by clicking here.
How can I make an appointment for a swab?
Can I get an appointment in the weekend?
Yes, all of our test centres offer appointments 7 days per week.
How long will I be able to keep my test kit?
The test kits are sealed and typically don’t expire for at least 6 months after purchase.
My airline wants to see specific details on the certificate, is that possible?
We have a sample test certificate online, please click here to view this. Please check this sample for the information available or forward to your airline for approval. We are unable to make any changes to the information provided on the certificate. It is the responsibility of the traveler to ensure that the certificate we provide is fit for the purpose you require it for.
When do I need to purchase my test kit?
You should order your sample kit well in advance of travel to ensure it arrives in time for you to administer the swab and get it back to us in time. We do send them out via Tracked 24 but we are unable to guarantee Royal Mail. We aim to issue results by 23:59 of the day we receive your sample at our laboratory. Test kits have a shelf life of at least 8 months so can be ordered in bulk or well in advance.
Can I order a sample kit for someone else?
Yes. When you register online you must then enter the details of the person taking the swab. You are however not allowed to resell the test kits without an agreement with AssuredScreening.com.
I have ordered a test online but no longer want to take it. Can I have a refund?
If you have booked an appointment at one of our testing centres, you are entitled to a refund should this be cancelled upto 48 hours prior to the appointment time. There is no refund provided for appointments cancelled within 48 hours of the appointment time.
If you have ordered a test kit in the post, you would need to return the test kit to us so that we could register the test as spoiled. We are able to refund you the laboratory process fee but would need to deduct postage and the cost of the spoiled kit (cost of £25). You would therefore receive a partial refund once we have received the returned kit, together with your order reference number.
Please note, we only offer refunds on unused testing kits that are returned to us within 28 days of the kit being purchased.
If you have submitted the test to the laboratory or is enroute via postal/courier networks, we are unable to offer a refund from this point. The test will be processed and a result reported.
Can I pay for my test at the test centre?
Only Leeds and London testing centres accept payments on site. Card only.
If you haven't yet found the answer you are looking for, please complete our General Enquiry Form below.