Frequently asked questions

If you have ordered an STI test kit, this is not tracked. Kits are sent with Royal Mail and posted on the same day you ordered or the next working day.

If your kit has not arrived after 7 working days, get in touch. This allows for any delays that Royal Mail might be experiencing.

We do offer tracking for returning your completed samples to us, so you can see when they have been safely delivered to our lab.

You can find the tracking code on the return address label. It starts with # and is underneath the barcode. Make a note of this code. Once your package is in the post, you can track it with Royal Mail.

If you have ordered contraception or treatment from us, these are sent with tracked delivery. We'll send you a text with a tracking link for your order.

If your test kit does not arrive within 7 working days, contact us right away. Email us at sh24.info@nhs.net or reply to one of our text messages, and include your name, date of birth and postcode.

Our order form is designed to be trans-inclusive, so you can choose the option that’s right for you. We ask for your gender and then ask if it matches the sex you were assigned at birth. We also ask about your genitals so we’re able to give you advice on which test kit will work best for you.

If your genitals don’t fit the cisgender definitions of male and female, or you are intersex, we can help you find the right tests, just email us at sh24.info@nhs.net.

No, because we cannot send different people’s results to the same mobile number.  To protect your privacy, our service works by linking individual orders and results to a mobile number. Your mobile number can be used for your test only.

If you have a friend or partner who would like a test, they need to place their own order using their own phone number. If you do not do this, the second order might be declined by our system.

If they do not have their own UK or Irish mobile number they’ll need to visit their local sexual health clinic or GP.

We can only accept UK and Irish numbers, we cannot call, text, or receive messages from international numbers.

We send codes so we can verify your phone number when you order or verify your email address when you create an account.

Phone verification codes are sent as a text message. If it has not arrived, first check that you have signal on your mobile. Then try the ‘resend verification code’ button.

If you’re still not receiving a code, then it’s most likely because of cookies stored in your browser. 

Before you start your order, try:

• clearing the cookies in your browser

• using the private/incognito mode in your browser

• using a different browser

We also find that sometimes ordering on a different device can help. So try using your computer instead of your phone, or a tablet instead of your laptop. 

Make sure your browsers are not connected across devices. For example, if you’re signed into a Google account on both devices, try signing out.

To cancel your order, let us know by replying to one of our text messages, or you can email us at sh24.info@nhs.net. Include your mobile number, postcode and date of birth so we can find your order. 

If your order has already been sent, we will not be able to cancel it. It might reassure you to know that our kits are discreetly packaged and sent through Royal Mail 1st Class post. They don’t need to be signed for and they have no mention of SH:24 or the NHS on the outside.

If you’ve entered the address incorrectly, the kit will be returned to our distribution centre. 

If you get a testing kit but don’t want to use it right now, you can keep it for a few months and use it at a time that suits you. You’ll be able to find an expiry date on the sample tubes and swabs. As long as you use the test before this date, it will be valid.

To update your details, reply to one of our texts or email us on sh24.info@nhs.net and let us know what needs changing.

Include your old number or address, your name and date of birth, as well as the new number or address. We can then update this for you on our systems.

You can also text or email to let us if you need us to resend your test results to a new number.

Our simple home STI test kits are highly accurate and reliable when you:

• follow the instructions carefully

• wait for the recommended window period before you test

• do more tests in a clinic after a reactive result for HIV

Your samples are sent to our partner laboratory to be processed by specialist technicians. We use the same tests that many NHS clinics use.

The window period is the time it takes for an infection to show up in tests. This period starts from the time of your sexual health risk - when you think you may have been exposed to infection.

A blood sample is used to test for HIV, syphilis, hepatitis B and hepatitis C. Most people find it easier to take the test after watching our short video. Watch it here to see someone doing the tests. And read out helpful tips on taking your sample.

The tests we use are all safe and most people find them easy to use. Some people experience a small amount of discomfort when pricking their finger to take a blood sample.

All kits are CE certified and come with instructions, a lab card and a Freepost return pack.

The tests are similar to those used in NHS clinics and your samples are sent to a professional laboratory for testing.

Our HIV test is a fourth-generation assay test. This tests for HIV I and II antibodies and p24 antigen (a protein often present in the blood soon after infection). This is the most up-to-date test as recommended by BHIVA (British HIV Association)

Our syphilis test is an ECLIA (ElectroChemiLuminescence ImmunoAssay). This test looks for antibodies known as immunoglobulins IgG and IgM. Our lab screens for both HIV and syphilis using the Roche Cobas E Modular platform.

For chlamydia and gonorrhoea, we use the nucleic acid amplification tests (NAATs), run on the Hologic Panther platform.

Yes, you can. It will not affect the baby if you use a vaginal swab. And the tests are accurate and reliable during pregnancy.

You’ll be offered HIV and syphilis tests as part of your NHS care when pregnant.
It's recommended to test for STIs during pregnancy as infections can be passed on to the baby if they are not treated.

Yes, you can. But your test will be more accurate if you do it on a lighter day of your period or if you wait until you've stopped bleeding.

We do offer hepatitis B and C tests, but they’re not available in all areas.

The local authority that commissions us to deliver services in your area will decide whether or not to offer these tests. 

If they do, when you order an STI test you'll be asked some questions that help us understand if you're at risk of becoming infected with hepatitis B or C. We use specialist clinical and local public health information to decide the possible risks.

We provide all users with tests for chlamydia, gonorrhoea, HIV and syphilis.

If you're not happy with testing for these 4 STIs, we recommend visiting your local free STI clinic for the test you want.

The tests you get in your testing kit are decided by:

• the information you give us when you order

• the services available in your area

We work with local authorities to design testing models using UK Health Security Agency and British Association for Sexual Health and HIV (BASHH) guidance and regional and national statistics. This is also influenced by the budgets and need for sexual health services in each area.

If you’d like an oral or a rectal swab but you’re not offered one when you order, we might be able to help. Reply to any of our text messages and let us know. A member of our clinical team will take a look at your request.

If we cannot help you, we’ll help you find a service near you that can.

Use the return packaging included in your kit to securely send your samples to our lab. This has our address label already attached and the postage has been paid.

This is UN3373 packaging. It’s approved for transporting medical samples and will keep your samples safe.

You might like to make a note of the # number on the address label. This can be used to track your samples with Royal Mail.

Then you can just put the sealed package in any local postbox. There is no need to visit the post office. 

If you did not get any return packaging in your kit, let us know by replying to one of our text messages, or emailing us at sh24.info@nhs.net. Include the mobile number you used to make your order, your date of birth and your postcode, so we can find your order and organise new packaging to be sent to you. 

Our lab cannot accept samples received in any other packaging. Or samples that we have not sent you. This is because different packaging may allow your samples to become contaminated on their journey.

You can send the swab or urine sample back to us separately from the blood sample. 

The lab will test your samples and we’ll text you if there are any problems. Make sure you use the packaging we’ve sent you when you post your samples back.

If you have 2 tests and you’d like to do them at different times to fit with your needs or with window periods (the time it takes between being exposed to an infection and when it’ll show up in a test), we can send you extra return packaging for the separate samples. If you need this, let us know before you take the samples. Just reply to one of our text messages. 

Or email us at sh24.info@nhs.net. Include your request and your mobile number, date of birth and postcode, so we can find your order and organise this for you.

Most people are sent their results by text. In some cases, one of our clinicians will call you to talk about your results and treatment. We’ll always text you first to agree on a good time to speak.

If we cannot contact you by text or phone call about a positive or reactive result, we may also send you an email or letter.

If you lose your mobile phone after you’ve ordered a test kit, contact us right away.

Email us at sh24.info@nhs.net, include your name, date of birth and postcode, and your old mobile number, as well as a new mobile number if you have one.

You do not need a smartphone to use our service. If you have a traditional handset our messages may be delivered to you in 2 or 3 parts, but you'll get the same information and the same level of service.

You can view our website and order a test kit on any mobile device, laptop or computer that's connected to the internet.

We work in partnership with local NHS sexual health clinics to help you manage your sexual health. These clinics can access the information we have about you and your results so that they can help you with any care that needs a visit to a clinic.

This information is kept separate from your main medical record and we will never share information with your GP without your permission, unless there's a legal reason why we must do so.

You can read more about this in our terms and conditions.

Check our privacy policy for information on how we handle your personal data.

If it's important to you that your information is not shared with your local sexual health clinic, contact us on sh24.info@nhs.net and we will try to help.

If you have an infection, we will advise you how to get treatment and further support.

If your test result is positive for chlamydia, we can offer treatment by post. If you have complicated symptoms that require examination or further testing, we will help you find a clinic for treatment.

One of our clinicians might contact you to talk about your treatment. We’ll always text you first to agree on a good time to speak.

If you have an infection, you should tell all of your current partners and anyone you’ve had sex with in the last 6 months. 

They may have an STI without knowing it and could be passing it on to other people, so it’s important for them to be tested.

We know that this can be difficult. When you get treatment, SH:24 or your local sexual health clinic will be able to help you tell current and previous partners. If you want to do this anonymously, your partners will just be told they’ve had contact with an infection and should get a test.

If you’d like advice on how to talk to your partners, text us by replying to one of our text messages.

A reactive result is not a positive result. A reactive result means the test has reacted to something in your blood.

To diagnose HIV you need to do 3 different types of tests. If you go to a clinic and have blood taken, there’s enough in that blood sample to do all 3 tests. In a finger-prick blood sample done by an online service, there is only enough blood to do the first test. 

This first test is very sensitive. It picks up almost all HIV infections but it may also cross-react with other things in your blood.

If you have a reactive result then we’ll discuss this with you and organise for you to have a second blood sample taken in a clinic so that further tests can be done.

In many cases, the initial result is not confirmed and the final result will be negative.

We do not offer hard copy versions, emails or letters with test results, because we cannot confirm who has given the samples. Our test results cannot be used as official documentation of results.

If you're having difficulty logging in to your account, first make sure you're using the correct email address. If you're still having problems, then reset your password.

You should get a text message telling you that your results are ready to view. If you have not got that message, then your tests are not completed yet. Your results should be ready within 72 hours (3 days) of them arriving at our lab.

If you get the message saying your results are ready, but they are not showing when you log in to your account, please wait 24 hours and check again. If your results are still not showing, contact us and we can help.

To see results in your account, you must be logged in when you order the STI test kit or the order will not appear in your account. You can check this by looking at your order history page. If your STI test kit order is not listed, it's likely that you made this order without logging in. No information about this order or the results will appear in your account and your results will be sent in a text message.

If you see any error message when you log in or you see a blank screen, first try to log in again using a different browser or device.

If you experience the same problem again, please send a screenshot of the error to us at sh24.info@nhs.net and we'll be able to help. Or you can try to reset your password and log in again as this may help.