Hilfeassistent

Sample on the road / not in the system

Your sample is on the way or not yet in the system

You have scanned your QR-Code or entered your UUID and you see “Sample on the way / not in the system”.

As a rule, samples reach the laboratories within a day. Prioritized in the laboratory processes are samples from patients who have shown symptoms of disease when the sample is collected. If you were apparently or according to your information healthy, the time until the result can therefore be extended in individual cases up to 3 working days.

• Our “My Lab Result” service does not work with arbitrary QR-Codes. Only the QR-Codes of partner laboratories can be processed further. Please check that the note given to you at the time of sample collection does indeed refer to www.mein-laborergebnis.de.
• If you continue to see this message after 3 business days, please contact your sample collection center.

Why does it take so long?

The situation is currently escalating due to the extreme number of tests. The labs are doing what they can, but capacity is limited. Employees have already been working at the limit for months. Processing time is expected to increase even further regionally. It’s clear to everyone involved that this is a real problem.

“My Lab Result” is only a small part of the process.

We have no control over how quickly the sample is processed in the laboratory and the data is provided. Processing times of 1 to 3 business days are normal, although it is usually fast. However, if your sample was sent to a lab that does not work with our service, you will not get a result through us.
We need to prepare our help for “My Lab Result” for the high rush of requests. Our telephone answering and help system needs to be straightforward and efficient in helping as many people as possible without any support staff having to intervene at all.

We cannot deal with individual cases (as much as we would like to help) for more than a few minutes so that we can help as many people as possible.

Therefore, our appeal to you:

• Please use our help wizard!
• Please search our help section
• Please answer the questions of our help wizard truthfully
• Please try to retrieve your result yourself
• Our support department gives technical support for technical problems, but it is not a “telephone diagnostic information service”

We are constantly working on our automatic announcement and help system to ensure that it provides you with the best possible support.

The sample was taken on a Friday.

If samples are taken on Friday evening*, some laboratories will not perform the analysis until Monday, so that the results may be delayed accordingly.

*Here it depends on when the samples are received in the laboratory! It depends on how often the samples are picked up and brought to the lab.

The sample was taken over the weekend.

If samples are taken at the weekend, some laboratories do not perform the analysis until Monday, so that the results may be delayed accordingly.

My result has already been deleted

Normally, for data protection reasons, the results are only stored on our service for 21 days, after which they are irrevocably deleted. For certain tests, the laboratory may specify different regulations. We have provided further information on the duration of data storage here: https://mein-laborergebnis.de/datenschutz

Afterwards, the results can only be requested from the location where the test was performed.

The status “Sample in progress”

Once your sample has arrived at the lab and the QR-Code has been read by the lab, the lab sends this status information to us. Your sample has been entered into the laboratory system.

The laboratory has thus confirmed receipt of your sample (“Sample in process”).

Your sample will now be analyzed by the laboratory as soon as possible.

As long as you see “Sample in progress”, your result is not ready yet.

Processing times of 2-4 business days are normal at the moment. However, the laboratories almost all work 24 hours a day, 7 days a week, so your result can be provided at any time.

After entering the secret, access is blocked

It seems that your date of birth was recorded incorrectly in the collection point. Please contact us via the help assistant.

Please contact us via the help wizard.

You see your result, but no button to open the report/attachment/attestation?
For some labs, we receive the documents separately from your result, so it may take a moment for your documents to be ready.

If you can already see the result over 4 hours but cannot open an attachment, please let us know via the help wizard.

My personal data on the result is not correct

If your personal data on the result is not correct, it is very likely that it was recorded incorrectly.

The originator of the document is the test center for rapid tests and the laboratory for PCR tests.

We only provide you with the document, therefore we may not and cannot change it.

Please contact the test center directly (if it is about a rapid test) or the laboratory (if it is about a PCR test). Please contact the test center directly (if it is about a rapid test) or the laboratory (if it is about a PCR test).

Who can I contact if I have content-related or medical questions about my lab result / test result?

QUICK TEST:
If you have questions about your test result itself, the test center is your first point of contact. The contact details of the rapid test center can be found on the documents handed out to you.

PCR-TEST:
If you have questions about your lab result itself, the lab is your first point of contact. You will find the contact details of the laboratory on your report.

IN BOTH CASES:
For medical questions, you are best served by medical professionals, such as (non-binding advice) your primary care physician or local agencies.

QR-Code locked

If “My Lab Result” locks your QR-Code, it is a security measure. There are usually 2 reasons for this:

1.) Is the QR-Code 3D6D08-3567F3F2-4DCF-43A3-8737-4CD1F87D6FDA? This is only the sample code from the manual. Please check your records to see if you also received a different QR-Code. If so, please try this.

2.) Your QR-Code is different from the example code in 1.) and you still get “QR-Code locked”? This means that the QR-Code you received has already been assigned.

In this case, unfortunately, you can not get a result through our service.

Please contact the sample taking point.

QR-Code expired

Normally, for data protection reasons, the results are only stored on our service for 21 days, after which they are irrevocably deleted. For certain tests, the laboratory may specify different regulations. We have provided further information on the duration of data storage here: https://mein-laborergebnis.de/datenschutz

Afterwards, the results can only be requested from the location where the test was performed.

QR-Code incorrect or invalid

The message “Incorrect QR-Code – The QR-Code cannot be processed.” Please try again” is displayed when you try to scan a barcode or an invalid QR-Code.

Have you scanned a lab label by mistake? It is also possible that the printer printed the code incorrectly (lines, blobs, poor quality, etc).

In this case, you can enter the UUID (the long combination of letters and numbers belonging to the QR-Code) manually. To do this, call up the “www.mein-laborergebnis.de” page. Please type the code exactly as printed.

The following note on this:

The UUID contains only letters from A to F and numbers from 0-9. If you think you see the letter “O” like “Otto”, it is not an “O” – it is the number “zero”.

Please try again first before contacting us via the help wizard.

What do the individual messages/statements mean?

SAMPLE ON THE ROAD

The taken samples are normally collected once a day by the so-called sample cab and taken to a laboratory for further processing. As long as you receive this message, your sample is probably still on its way to the lab. However, in the course of 2 working days the sample should arrive at the laboratory. If you still see this message afterwards, the QR-Code of your sample may not have been read in and we will not receive any values. Some laboratories also send us only the final test results. In this case, the SAMPLE IN PROCESS status (see below) is skipped and the first message is delayed accordingly as soon as the test result is available.

Regardless of this, your sample will be reliably processed in the laboratory and your doctor or the sample collection center will receive the findings via the usual channels.

Unfortunately, we cannot help you in this case and can only advise that you contact the sample taking center directly.

SAMPLE IN PROGRESS

Once your sample has arrived at the lab and the QR-Code has been read, the lab sends this status information to us. Your sample will now be analyzed by the laboratory as soon as possible. However, due to the current situation, it may take a little longer.

SAMPLE NEGATIVE / SAMPLE POSITIVE

The result of your sample is available and the examination is usually now completed in the laboratory.
Observe the laboratory’s notes on the result. If you are asked to check in with your doctor, please do so. In most cases, your doctor is the right contact for all medical questions, as he knows you personally and can assess the outcome well.
Note: Both positive and negative results can be favorable for you. In this context, “positive” only means that your sample reacted to the applied test. We try to express this through the color of the display.

• GREEN usually means that the result is pleasing for you.
• RED usually means that you should contact your doctor.

SAMPLE NOT EVALUABLE

In rare cases, your sample cannot be evaluated in the laboratory. For example, if too little or unsuitable material has been taken.

Please schedule a new sample taking.

I have received a letter with the reference to “My Lab Result”.

Please install our app “My Lab Result” and scan the QR-Code that was given to you when you took your sample. This is how you avoid typos.

Alternatively, you can enter the QR-Code here:

https://www.mein-laborergebnis.de

Please enter the digits without spaces.