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FAQ

Frequently asked questions

Medical & Health

How reliable is the test?

The reliability of the result depends on the test cassette and on the accuracy of the readout.
identyME supports only tests, that have been independently evaluated and have proven to have an total sensitivity > 70% and a sensitivity of 100% for high viral loads (Cq ≤ 25)Please keep in mind, that a negative result does not mean, that you cannot carry the virus! It only means, that you are not highly contagious!

What should i do if i get a positive result?

Stay home. Most people with COVID-19 have mild illness and can recover at home without medical care.Do not leave your home, except to get medical care. Do not visit public areas.

Take care of yourself. Get rest and stay hydrated. Take over-the-counter medicines, such as acetaminophen, to help you feel better. Stay in touch with your doctor. Call before you get medical care. Be sure to get care if you have trouble breathing, or have any other emergency warning signs, or if you think it is an emergency. Avoid public transportation, ride-sharing, or taxis.

Separate yourself from other people. As much as possible, stay in a specific room and away from other people and pets in your home. If possible, you should use a separate bathroom. If you need to be around other people or animals in or outside of the home, wear a mask. Tell your close contacts that they may have been exposed to COVID-19. An infected person can spread COVID-19 starting 48 hours (or 2 days) before the person has any symptoms or tests positive. By letting your close contacts know they may have been exposed to COVID-19, you are helping to protect everyone.

Monitor your symptoms. Symptoms of COVID-19 include fever, cough, or other symptoms. Follow care instructions from your healthcare provider and local health department. Your local health authorities may give instructions on checking your symptoms and reporting information. (https://www.cdc.gov/)

How does identyME work?

How do i test myself with the identyME APP?

Your identyME test will come with a QR code printed on it. This QR code is unique and enables identyME to track the test cassette through the whole testing process.
After opening the test cassette, scan the QR code printed on it and you will be directed to our web app. You will then be asked to register and identify yourself with your photo ID and the camera of your smartphone.
You perform the test according to the instructions in front of your running camera. After taking the sample, wait 15 minutes until the test result is visible.
Then you take a picture of the test cascade with the QR code and the test result using the WebApp and receive your official certificate after just a few minutes

What happens with my data?

We take privacy protection very seriously and adhere to the EU-DGSVO (European Data Protection Regulation).
The data is stored in encrypted form. Only in the event of a positive result your data might be shared with local authorities, as required by law.
The video material collected during the testing process will be reviewed by our medical team. If you request a certificate your data has to be shared with the governmental system, that will generate your valid certificate.
identyME will never share your personal data without your direct consent with 3rd parties.
All video material collected will be deleted after 14 days.

How does the certification process work?

During the self testing process we will capture and store a video of the whole collection process. Our AI will also validate, that the test you are using is approved in your country and meets the local requirements.
The video will be analysed by our AI system and also reviewed by our medical experts.
Only if you have performed the test in the right way, in front of the camera, identyME will issue an official certificate, that can be used to travel.

Is the certificate valid for travels?

Yes, the identyME certificates are accepted internationally. Please request an official certificate in the APP.

Is the certificate valid for events, bars and restaurants?

Yes, you can use the certificate as an official proof to enter events, restaurants and bars, if this is the requirement in your area.

If i scan a positive test will this be reported?

Some countries require us to report the results of a self test and regulations change regularly. In Italy the result will not be reported to local authorities. You should check the regulation that applies during the period of execution and if required, you should report the positive result

Who will review the video?

Depending on the regulations in your country either our medical team will review the video of your testing process or it will be analysed by the identyME AI.

Order & Returns

Can i return my test and get a refund?

Unfortunately we are not able to refund your test, as it is a medical device and cannot be refunded.Only if your test is damaged or is missing a part we can offer you a full refund. Please contact office@testFWRD.me via Email before you send back the test.

How long will it take for my order to arrive?

For order placed with express until 3 PM monday to friday, we will ship the same day and you should receive your order within 24h. For order placed during the weekend and bankholidays, the product will be shipped the first available work day. The order will be tracked.

For order placed using poste italiane standard we do not take responsibilities for missing deliveries. Shipping time may vary from 4 up to 12 days.

Troubleshooting

I get an error "our AI thinks your test has already been used". What can i do?

If it´s too dark our AI might not be able to analyse your test correctly.Shadows on the result stripe can make our AI think, that the test has already been used and will not allow the testing process to start.
Also if you´re using your PC or MAC it might be, that the Webcam resolution is not good enough. Try to use another device.

After the wait time, the system does not recognize my test result

Please make sure you are in a well lit place, the result stripes and the QR code are not blurry and visible.Our AI can only analyse your result if it´s clearly visible. Try to avoid shadows on the result stripes.

I have perfomed the test, but i haven´t got the certificate

Log into your account www.identyme.app. You should see a countdown with the remaining validity of your test.Click on the "show" button on the lower left corner of the countdown. You should see a button: request EU certificate.
Click on the button. Your video will be reviewed and the certificate will be generated within 15 minutes.
As soon as the certificate has been issued you will get an Email. You can download the certificate by pressing the "show" button again.

The AI has problems to read out the result and validate the test

- Please make sure you are in a well lit place and.
- Try to avoid shadows on the result stripes.
Sometimes this can confuse our AI. If that doesn´t work click on the "request support" button. Our team will review the test manually. Please allow us up to 15min to do this. You will get an Email as soon as the test has been evaluated.

I registered with identyME, but i don´t receive the 2FA email

Please contact our support via Email. Make sure to write from the Email you registered with and also provide a phone number, so we can switch on SMS notification. Contact Support