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.