How can we help you?

Here you'll find answers to frequently asked questions and get the support you need. Can't find what you're looking for? Feel free to contact us for more information.

Ordering Online & Shipping

How is the sample shipped?

Viome kits will be collected from your home or office and shipped with a courier to the laboratory in the United States. This fee is included in your testing price. Kits are usually delivered within 5 business days.

Am I eligible to take the Viome Gut Intelligence Test?

Age: Viome's Gut Intelligence Test is available for both adults and minors. Children under the age of 18 must sign a separate consent form and parents must sign a parental assent form.

All Viome accounts must be set up with a unique email address. When registering a kit for a minor, be sure to select the appropriate age option. Failure to do so could result in a delay in processing results and recommendations.

Results and recommendations for minors may take a few days longer to process than for adults - please be aware of this when ordering Viome for a minor.

Miscellaneous Questions

Do I need a smartphone to use Viome?

You do not need a smartphone, but you will need access to a web browser. The entire Viome experience takes place online.

Your results and recommendations are only available through your account on your smartphone or web portal. Viome cannot post paper copies of your results and recommendations to you for any reason.

Where can I find the Viome App?

IOS: https://itunes.apple.com/us/app/viome/id1206984146?mt=8
NOTE: The Viome app for iOS is supported on iOS versions 11 and later.

Android: https://play.google.com/store/apps/details?id=com.apppoint.viome
NOTE: The Viome app for Android is supported on Android version 5 (Lollipop) and later.

What is included in my Gut Intelligence Test Kit?

The test kit includes everything needed to collect a small stool sample and send it back to the lab.

Inside the box, you will find:

  • 1 collection tube
  • 2 paper toilet stool collectors
  • return envelope
  • rigid safety bag to protect collection tube during transit
  • compartment bag with instructions
  • a card to make note of your kit id code
Which code do I use to register my kit?

You can find your unique kit ID (a 12-digit barcode) on the outside of the silver box.

Will I need to do a retest?

Some people like to measure their progress, like stepping on a scale.

We recommend repeating your Viome testing every 90 days to see where you are now, and determine new recommendations to continuously help improve your scores.

Testing Basics

How do I complete the Gut Intelligence Test?

Conducting the Gut Intelligence™ test is easy - all we need from you is a small stool sample which you can collect at any time of the day.

There is nothing special you need to do to prepare for the test.

Follow these instructions to complete your Gut Intelligence Test. We’ll use your sample to determine your personalised food recommendations. Important: Viome will not be able to analyse your sample if it is collected incorrectly.

1. Get Ready

  • Use the tape measure to take your waist and hip measurements. You will be asked to enter this information into the app in the Questionnaires section.
  • There are two stool collection papers of different sizes. Use the one that best fits your toilet.
  • Attach the stool collection paper to your toilet by lifting the toilet seat and adhering it to the top edge of the bowl.
  • Ensure that the collection paper sags slightly. Carefully deposit your stool onto the paper.

2. Collect

  • Uncap the brown-capped tube (be careful not to spill the solution inside).
  • Use the attached scoop to transfer ONE small scoop (NOT heaping) of your stool to the brown cap tube and close the tube tightly. Overloading the tube will cause problems with the analysis.
  • Shake vigorously for 30 seconds. Allow the tube to rest for 30 seconds. Repeat this shake/rest steps 2 more times.
  • Deposit what remains of your stool into the toilet bowel and flush. Wrap up the collection paper and throw it away in the bin.

3. Ship

  • Place the brown-capped tube in the Rigid Safetybag, and seal the bag.
  • Place the Rigid Safetybag inside the grey return envelope with the certificate of nonbiological material. There is a completed CN22 form on the outside of the grey return envelope. Place the grey envelope back into the Silver Viome box, and place the box into the courier bag.
  • Notify HexaLabs that you have collected your sample by email on viome@nextbio.co.za or by phone on 011 697 2900, so we can arrange collection of your sample. Please do this the same day you collected your sample.
  • Store at room temperature until the courier arrives.

4. Register Your Kit at viome.com/register

  • We cannot process your sample if you do not register your kit and complete the questionnaires.
  • You can find your unique kit ID (a 12-digit barcode) on the outside of the silver box.
  • Just in case you need it for future reference, please write down your 12-digit kit ID for your records.

To learn more about the process, you can check out this video.

Do I need to stop my supplements/probiotics or medications before testing?

Supplements:
If you are on regular supplements and/or probiotics, you do not need to discontinue them for the test. It would take 2-3 weeks off of supplements and/or probiotics to determine what your native microbiome would be, but it is your decision to determine if you would like your microbiome to be tested native or supplemented. If you do not plan on stopping your supplements in the near future then you do not need to worry about discontinuing them before testing.

Medications:
No you do not need to stop your medications. You can still conduct the test while on your current medications.

I just finished a round of antibiotics, will it affect my results?

Antibiotics can significantly disrupt the microbiome, and so it is important to pay close attention to specific, personalised diet, lifestyle and possible supplements in order to re-establish a balanced microbiome. Viome will capture the state of the microbiome at the time of testing.

If a sample is taken right after antibiotics, recommendations will be focused on re-establishing the microbial ecosystem.

Note that antibiotics can affect the microbiome for up to a year after taking them, but testing three months after should show a significant difference.

How does my sample get back to Viome?

Before your sample is shipped, please ensure that you have completed all the required steps, so that there is no delay in processing your sample:

  1. Register your kit online
  2. Place the brown capped tube inside the rigid safety bag, and seal it
  3. Place the rigid safety bag inside the return mailer and seal it, then place the return mailer inside the silver Viome Box
  4. Notify Hexa Labs that the sample is ready for collection, by email on viome@nextbio.co.za or by phone on 011 697 2900
  5. Place the Viome Box inside the courier flyer

Note: Your sample is stable in the mail for upwards of 4 weeks.

Troubleshooting

I think I messed up my collection, what should I do?
  • It is important to collect only a small, pea-sized sample of stool and to not spill any of the collection tube fluid.
  • If you experienced any trouble collecting your sample, please discard your sample and collection materials.
I have not received my results. How long should it take?
  • Viome's results and recommendations are normally released within 4 weeks of receiving your sample and completed questionnaires. However, in some circumstances, there may be a wait time of 6-8 weeks. Processing times vary on a case-by-case basis.
  • You can check to see if we've received your sample by going to "Sample Tracking" in your Viome account and checking the tracker for the status!
  • Your personalised results and recommendations will be released to your app or online web portal. You will receive an email notifying you that the results are available.