FAQs

Please read through our Frequently Asked Questions below. If you have any further questions about the LumiraDx Engage App, please reach out using our Customer Support Email: engage@lumiradx.com

Professional Test FAQs

Attending a Professional Test

If your Testing Provider cannot scan the Engage ID, they can manually enter your details into the LumiraDx Instrument. Make sure they properly enter your unique Engage ID, First Name, Last Name, Gender, and Date of Birth. Whatever is entered will be shown on your test result, so make sure everything is entered correctly.

Certain parts of the App only work with a stable internet or data connection. Ask your Testing Provider if they can provide a stable Wi-Fi connection. You can also take a screenshot of your Engage ID (with the QR code) and show that to your Testing Provider. Make sure you are showing the correct Engage ID for the correct person.

You will still be able to see all your test results and Engage IDs if you travel abroad.
When you set up your Engage account you chose which country you are testing in. If you have a LumiraDx test done by a Testing Provider in a different country, you will not be able to receive this test result in Engage unless you create a new Engage account and choose the country that this Testing Provider is located in.

Professional Testing Results

Please refer to the guidance provided by your Testing Provider to understand your test results. You can also reach out directly to your Testing Provider to understand what your results mean and what your next steps should be.

Please keep in mind that your test result can take up to 6 hours to arrive, depending on when your Testing Provider runs your test. The test result notification email will come from engage@lumiradx.com and might be in your spam folder. If you still cannot find the email, confirm that you are connected to a stable internet or data connection. You can also check directly within the app to see if a new result is available.

If you do not have a result after 6 hours, please reach out to your Testing Provider for further details and next steps.

Please keep in mind that your test result can take up to 6 hours to arrive, depending on when your Testing Provider runs your test. Confirm that you are connected to a stable internet or data connection before trying to view your result.

If you do not have a result after 6 hours, please reach out to your Testing Provider for further details and next steps.

If you want to share your test results, you can take a screenshot of the Test Result and share the screenshot with whoever you choose. Make sure you take a screenshot where the results and test details are clearly visible.

This message indicates that a more recent test result is available for this Engage ID. Make sure you use your most recent test result when sharing your results with others.

Account Management FAQs

Managing My Account

If you have not received your account verification email, please make sure you check the email address that matches the one you used to create your account. The verification email will come from engage@lumiradx.com and might be in your spam folder. If you still cannot find the email, confirm that you are connected to a stable internet or data connection and try creating your account again.

Currently, we do not allow you to modify your email address once you have created an account. This is to ensure the clinical integrity of our results. If you need to use a new email address, please create a new account with a new email address.

If you would like to delete your data, you may reach out to us at engage@lumiradx.com.

Creating an Engage ID

Currently, we do not allow you to modify any details of your Engage ID. This is to ensure the clinical integrity of our results. If you need to change any details in your Engage ID, you should delete the incorrect Engage ID and create a new Engage ID with the correct details.

We require the entry of certain Personal Information for the creation of the Engage ID to ensure the clinical integrity of our results. These details are how we make sure that your results come back to you.

The T&Cs and Privacy Policy are used to ensure that you understand how we manage and process your data using the App. Please make sure to read these documents carefully before you accept. Anytime there is an update to the T&Cs or Privacy Policy, we will make sure you review and agree to them before proceeding.

When an Engage ID is deleted, all local data associated with the Engage ID on the App will be deleted. However, the Personal or Health Information will be stored on our secure cloud servers for legal reasons in line with national guidance. More information can we found in the Privacy Notice. If you would like to delete your data, you may reach out to us at engage@lumiradx.com.