Frequently Asked Questions (FAQ)

1. COVID-19 Test - Definition

1.1 What is an RT-PCR test?

The short form "RT-PCR test" stands for "reverse transcriptase polymerase chain reaction test". This test is considered the gold standard among the available tests because false-positive results are extremely rare. False-positive means that the test detects you as infected when in fact you are not. The test swab is done by an oral pharyngeal or better a nasopharyngeal swab.

1.2 What is a rapid antigen test?

The rapid antigen test is a so-called point-of-care test, which means that the sample taken is not sent to the laboratory, but is analysed directly on site with a special test kit and the result is available within 15-20 minutes. The test swab is taken through the nasal cavity here. Compared to the RT-PCR test, false-positive results can occur more frequently. In Germany, a PCR test must be performed after a positive rapid antigen test.

1.3 What is an antibody test?

An antibody test provides information about whether someone has already been infected with the novel coronavirus and whether the immune system has reacted to this infection by producing antibodies against SARS-COV-2. The antibody test can also be used to identify people who have been asymptomatic, i.e. without symptoms of the disease. The coronavirus antibody test is carried out quickly and professionally using a small amount of blood from the fingertip.

2. Questions about Corona test registration and application

2.1 Where can I register?

Please click on the "Register" button and follow the registration process.

2.2 How does the registration process work?

After opening the registration link, you will need to enter all the requested data for the individual registration steps. It is particularly important that you enter the correct data, such as your ID number. Each user is personally liable for the correct data entered during registration. Before your test, please check the ID number you have entered and inform our staff on site if it is not correct. The passport/ID card number can still be adjusted by the staff on site before the sample is taken, if necessary. After the Corona test has been carried out, a change is no longer possible.

Once registration is complete, you will receive a confirmation email. It is essential to confirm the link contained therein in order to complete the registration.

If the e-mail does not appear in your general mailbox, please check your spam folder.

Important: If the passport/identity card number is still incorrectly stored in the user account after the Corona test, a change and reimbursement of costs is no longer possible.

2.3 Do I have to register my partner and children for the test?

A family has the possibility to create several user accounts with one e-mail address.

The procedure would be as follows:

1. register under the menu item "Register".

2. navigate to "My Account" in the top right-hand corner

3. click on "Add family member

4. insert user data

5. click on "Change user

6. click on "Continue

7. log in again and select the user

2.4 How can I log in after I have opened my user account?

In the account confirmation e-mail you will find a link to log in to your user account.

2.5 What should I do if I have forgotten my user account password?

Please navigate to the login window and generate a new password via the "Forgotten password" link.

3. Questions about payment

3.1 How can I pay for my Corona test?

Currently, online payment is possible by credit card, GiroPay and Paypal.

3.2 What if there are problems with my credit card during the order process?

Please contact the issuer of the credit card to find out what the problem is.

3.3 When do I have to pay for my Corona Test?

The amount for the requested Corona Test will be debited from your bank account after payment.

3.4 Will I receive an invoice after the order has been placed?

With the booking of the sampling we also send the invoice together with the order confirmation.

3.5 How can I cancel my booking?

Send your payment confirmation with the request for cancellation to direct-support@ecocare.center. Please check the cancellation conditions in the general terms and conditions beforehand.

3.6 How long will it take to receive my refund?

We will carefully review your support case. If there is a refund claim, it may take 2-3 weeks for the money to be credited to your account.

4. User account questions

4.1 Where can I find my QR code?

The QR code is located in your user account on the home page on the right.

4.2 Can I register other people for a sampling through my user account?

A family has the option to create multiple user accounts with one email address.

The procedure would be as follows:

1. registration under the location page

2. navigation to the user account settings at the top right (3 dots)

3. click on "Create co-user

4. insert user data

5. click on "Change user

6. click "Continue

7. log in again and select the user

4.3 How can I cancel my booking?

To cancel a test you have not yet taken, please log in to your customer account. In the list under "Purchased test", click on the test you wish to cancel. Then click on the button "Cancel order". As a result, the money will be credited back to your bank account in the coming days.

Purchase date + 14 days = 100 % money back

Purchase date + 15 days = 50 % money back

Purchase date + 3 months = no money back at all

Please check the cancellation policy in the terms and conditions beforehand.

4.4 How long will it take to receive my refund?

Refunds can take 2-3 weeks.

4.5 How can I delete my account?

To do so, go to the right menu bar, click on your name, then at the very bottom click on "Close account". Be careful, your account will be irrevocably deleted.

4.6 Where can I change my personal data?

You can change your personal data in your account. Please note, however, that personal data can only be corrected before you visit the test centre. A subsequent change will not result in any change on the test result.

4.7 Can I order several samplings at the same time in my user account?

Several tests can be booked.

5. What is important for on-site sampling?

5.1 What do I need to bring for sampling?

In order to check the personal details, it is necessary to bring a photo ID and the personal QR code via app or as a printout. Please also note that when entering the testing centre, it is mandatory to wear a medical mouth-nose covering.

5.2 What do I need to consider before taking the sample?

To avoid an invalid test result, we ask you to refrain from eating, drinking, smoking or brushing your teeth 15 minutes before taking the sample.

6. Questions about the test result

6.1 I have been tested. How and when will I get my test result?

The results of the standard test are normally available within the specified time after sample collection (in > 99% of all cases). The results of the antigen rapid test are available within 15-20 minutes.

As soon as your test result is available, you will be notified by e-mail. The test result will be made available to you digitally and can be viewed and downloaded online in your personal area in the EcoCare portal or in the EcoCare app.

Notice:

Please note that the specified deadlines for notification of the test results are empirical values for your orientation. Particularly in the event of capacity bottlenecks due to the dynamic developments surrounding the Corona pandemic, it is possible that we will not be able to meet the specified deadlines.

In case of a positive test result, the respective health authorities must be informed according to the legislation.

6.2 In which language is the COVID-19 test certificate issued?

The test certificate is a PDF document and will be issued according to your order in the following language combinations: German/English, Turkish/English, French/English, Russian/English, Greek/English or Chinese/English.

Important: After the registration process, it is no longer possible to change the language combination of the test certificate.

6.3 Can I receive my test result as a printout?

Currently, we only provide the results electronically in PDF format.

6.4 What do I do if my test result says "void"?

The word "void" in this context stands for an invalid test that must be repeated.