I got a faulty in the Digital test

Hi - thank you for contacting us. We're sorry to hear about your sister's recent experience. We'd like to help - please let us know where your sister is located.

Thanks so much-

My sister is in Vietnam but I bought the product here in Germany. Could you pls. contact me under 0049 1768 632 6437 to instruct me how to use the test probably? or you could just type here how to deal with the problem, I'll follow! thanks

Hi again - thank you for letting us know.  Like you mentioned, an error has occurred during testing. It may be that: The Absorbent Sampler was not kept pointing downwards or the Test was not laid flat after urine was applied, or too much or too little urine was applied. You should test again using a new Test, taking care to follow the instructions. 

Hope this helps and best wishes!

My sister did follow correctly the instructions, and also tried to take other new test, but actually the book still stayed there even when she took the stick out. Even now, some days after the last test, the book is still appearing at the screen. Could you advice how to ease the book to start another new test? I wonder if the test holder is out of work????