AltusDX provides SMS and Chat-based support to assist with at-home test kit logistics. These support channels are intended to help with ordering, shipping, activation, specimen collection, and general kit troubleshooting.
What we can help with
The SMS and Chat support lines are limited to non-clinical, operational assistance, including:
- Test kit ordering questions
- Shipping delays or delivery issues
- Kit activation instructions
- Replacement kit requests
- General troubleshooting related to test kit use
How to contact support
Text & Chat
SMS and online Chat support is available for members who have received an AltusDX-supported test kit through one of our authorized partner organizations.
- For SMS/text support, text "Help" to the support number printed on your test kit materials.
- To stop SMS communications at any time, reply "Stop".
- You may restart support at any time by texting "Help" again.
By sending a text message or initiating an online chat session, the member consents to receive SMS and Chat responses directly related to the support request. We do not send marketing or promotional text messages.
Message and data rates may apply depending on your mobile carrier. Message frequency may vary.
Important SMS and Chat usage guidelines
- Do not send personal health information (PHI) by text message.
- Do not send test results or medical questions via SMS.
- The SMS and Chat channels are not used to deliver test results or provide medical advice.
- For results or clinical questions, please use the secure platform or contact your healthcare provider.
- If PHI is shared inadvertently, it will be handled in accordance with our Privacy Policy and applicable data protection requirements.
Privacy and data use
AltusDX treats SMS opt-in and consent data as restricted-use information. We do not sell or share SMS consent data for marketing purposes.
Limited information may be shared with trusted service providers, such as messaging platforms and telecommunications carriers, solely to deliver SMS support services.
For full details on how we handle personal information, please review our Privacy Policy and Terms of Service.
Need additional help?
If you are unable to resolve your issue via SMS or Chat, or if your question relates to test results or clinical matters, please contact us through the secure platform provided by your testing organization or email support@altusdx.health.