FAQs provided directly on the Ash patient portal, for reference! Support email will be replaced with client-specific email as part of the branded portal set-up.

Is Creating A Portal Account The Same As Registering My Kit?

No, these are two distinct steps, both of which are necessary for you to be able to have your samples processed by the lab and view your results.

Creating an account is the first step of the process where you enter your information, verify your email, and are taken to the main page of the portal.

Once you have been taken to the main page of the portal, you MUST also register your kit! There will be a button that says “register a kit” and once you have selected that option, it will walk you through the process.

Note:  If you send back your kit without registering it, the lab will not be able to process your samples. If you have any questions on this process, please reach out to [email protected]

How Will I Know If My Kit Has Been Registered Successfully?

If your kit has been registered successfully, you will receive a success message, and your kit will display in your “your kits” section. It will say “registered” and display the date your kit was registered.

Where Can I Find My Kit ID?

Your kit ID is the alphanumeric ID located in the blank space next to the QR code on your insert. It will start with AW followed by 8 alphanumeric digits. It can also be found on the labels included on each collection device.

How Will I Know How to Complete My Test Kit?

Each testing kit includes written instructions, with graphics, walking through the entire collection and return process. If you would like additional support, you can reference the video tutorial included on this page or reach out to [email protected] for assistance.

What Do I Do If My Test Kit Is Missing Materials?

This depends on the collection devices and supplemental materials specific to your testing kit. If you suspect that your kit is missing items, based on the instructions provided, please email [email protected] so we can facilitate sending you the materials you need.