Frequently Asked Questions

  • Frequently Asked Questions
  • Support

General

  • How can I view my results?

    Once your results are uploaded to the secure BioIQ website, we will send you an email notification that explains how to login to your account. Once you are logged into your account, click on the "Test Results" tab at the upper portion of the screen, and then click a specific test for additional information. To view your complete lab report click "Lab Report" on the right side of your screen. By clicking on "Lab Report" your lab report will open up in a new window. If you are having issues viewing your lab report make sure that you do not have your pop-up blocker turned on.

  • How can a spouse/dependent participate in a screening option?

    If spouses and dependents are eligible for the program you or your spouse/dependent must create a separate account to participate in a screening option.

  • Will I incur any out of pocket costs for these tests?

    No. The entire cost of this program is covered by your employer.

  • How do I know if my results are available?

    You will receive an email message notifying you when your results are available. This message will contain instructions for viewing your results and printing your lab report.

  • What should I do with my results?

    We strongly encourage you to share your lab results with your primary care physician, or with a health coach if one is available to you.

  • How can I contact customer support?

    For phone support, call our toll-free support line: 1-877-862-4647 Open Mon-Fri, 6AM-5PM PST

Account

  • What do I do if I cannot remember my username or password?

    Click here to retrieve your username or reset your password.

  • Who has access to my account?

    When you enroll you will create an account with a username and password of your choice. Unless you share your password with someone, no one can access your account without your knowledge. We require that you select a password that is at least 8 characters long and contains both numbers and letters.

    You will be able to reset your password at any time. If you forget your password, you can easily reset it online. Call us at 1-877-862-4647 or email support@bioiq.com if you require assistance.

Onsite

  • What is On-Site screening?

    The On-Site biometric screening is a way to complete a biometric screening by attending a screening event (generally held at a large worksite).

  • What is included in an On-Site screening?

    An On-Site screening will typically include the following: - Glucose - HDL - Total Cholesterol - Triglycerides (if fasting) - LDL (if fasting) - Height, Weight, and Blood Pressure Please refer to your program communications to confirm this information.

  • Who will be administering my screening?

    Your screening will be administered by a licensed screening provider that specializes in On-Site screening services.

  • How long will my screening last?

    Each screening lasts 15-20 minutes from start to finish, waiting time may vary.

  • Will I need to fast before my screening?

    An 8-12 hour fast is required for triglyceride, LDL, and fasting glucose analysis. Fasting is not required but is highly recommended. It is okay to drink water while fasting; in fact, we recommend you drink plenty of water prior to your screening.

  • Can I drink water if I am fasting?

    Yes, you should drink plenty of water prior to your screening.

  • How do I register for On-Site screening?

    - Click on Sign Up Now located on the top right. - Enter the information requested and if prompted, enter the invitation code that has been provided on your program communications. - After entering the required information, select the On-Site screening option. Select an available screening date and time and click Register. You will receive a confirmation email when you have successfully registered for On-Site screening. Note: Your screening program may include alternate registration steps. Check with your employer to confirm program details.

  • How can I check the date, time and/or location of my On-Site screening?

    - Login to the BioIQ website. - The date, time, and location of your reservation are listed on your Health Dashboard. When you have successfully registered for On-Site screening you will receive a confirmation email with the date, time, and location of your On-Site screening reservation.

  • Can I attend an On-Site even though I have not registered?

    It is highly recommended that you register for On-Site screening. Some events allow Walk-Ins to be screened, however space may be limited and registered participants take priority. Please refer to your program communications or contact your HR to inquire if Walk-Ins will be screened.

  • What if I cannot complete my screening during my appointment time or date?

    If you cannot complete your screening during your selected On-Site screening appointment time, you may reschedule your screening for a later time or date if available. If there are no other on-site screening appointments available at your location, you will need to enroll in either the Lab or Physician Results screening option.

  • How do I change my screening appointment day or time?

    • Login to the BioIQ website.
    • Click on Click to Edit located on your Health Dashboard.
    • Click Edit and select an available screening date and time and click Register.

  • How do I cancel my screening appointment?

    - Login to the BioIQ website. - Click on Click To Edit located on your Health Dashboard. - Click cancel and then OK.

  • What if all screening appointments are reserved?

    If you are unable to register for a screening appointment you may still have the opportunity to complete an On-Site screening by registering as a Walk-In, but please note that space may be limited and registered participants take priority. Please refer to your program communications or contact your HR to inquire if Walk-Ins will be screened.

  • How do I register as a Walk-In?

    You can register as a Walk-in by following the steps below:

    • Login to the BioIQ website.
    • Click Choose your preferred screening method located on your Health Dashboard.
    • Click on Walk-In Registration at the top right of the page.
    • Select a screening event and click Register.
  • When can I expect my results?

    Along with receiving your results on the day of your screening, your results will also be available online on your secure BioIQ account within 10-15 days of your screening.

At Home

Lab Visit

Physician Form

Results

  • How long does it take to get test results after I mail my sample?

    It takes 10 to 15 days for your results to be processed at the lab and posted online.

  • How do I get my results?

    You will receive an email message notifying you when your results are available. This message will contain instructions for viewing your results and printing your lab report.

  • What should I do with my results?

    We strongly encourage you to share your lab results with your primary care physician, or with a health coach if one is available to you.

  • What does it mean if my results are inconclusive?

    This means that the laboratory was not able to process some or all of the tests that were requested when you ordered your kit. The specific reason for your inconclusive result can be found in your lab report. The most common reasons for an inclusive result are: - "Insufficient sample, not enough blood" meaning that there was not enough blood provided when completing the test kit. - "Sample hemolyzed" meaning that the laboratory detected that the red blood cells in the sample were ruptured yielding the sample un-testable. This is often caused by excessively squeezing your finger at the wound site when collecting your sample. We recommend reviewing the sample collection tips if this is an issue for you. - "Pouch not properly sealed" meaning that the foil pouch was not completely sealed when it was received by the laboratory. Be sure that the foil pouch is completed sealed and air tight before placing in the pre-paid return mailer. To be extra safe feel free to add a piece of light tape to the foil pouch. - "Sample expired" meaning that your sample arrived at our lab more than 30 days after the recorded collection date. Please mail the same day that you complete the sample collection process.

  • What do I do if I have an inconclusive result?

    Feel free to email us or call us at any time and we can usually send out a replacement kit.

  • What do I do if it has been more than 15 days since I returned my sample and I dont see my results yet?

    Although quite rare, we do experience delays due to the United States Postal Service that are out of our control. If it has been more than 3 weeks since you returned your sample please email us or call us and we can track the status of your sample.