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FAQs

General FAQs

Understanding the service process

How does the process work?

When you order a monitoring service online, we post the sample collection kit to you with a service request form and a reply-paid envelope at regular 3 monthly intervals.

Follow the simple directions that come with the kit to collect your sample and return it in the reply-paid envelope along with your signed service request form.

When your sample and signed service request form arrive at our analytical lab, we’ll process your sample and deliver your results to you via our secure website. You can track your results over time to see improvements.

How do I take my sample?

When you order a monitoring service via our website, we’ll post you a sample collection kit that contains everything you need.

Collecting your sample is a simple process. Using the safety-lancet provided, prick your second or third fingertip and drip the number of blood spots specified on your service request form onto the blood collection card provided. Put the collection card in the reply-paid envelope provided and mail it back to us with your signed service request form. See our collecting a sample page for more information.

Ordering your monitoring service

Can I buy a monitoring service for someone else?

Yes. You can buy a monitoring service for a person within your legal care, if you are the parent or legal guardian of a child under 18 or the authorised carer of the person being tested. This service is not suitable for individuals under the age of 18 years.

How do I order a monitoring service?

Browse through our available services, add your selected service to your cart and follow the steps to the checkout. We’ll mail your sample collection kits to the shipping address you provide.

How do I order a service for a family member?

You can order a service for anyone in your legal care. This includes if you’re a parent or legal guardian or the authorised carer of the person providing the sample. This service is not suitable for individuals under the age of 18 years

When you receive your collection kit, you can specify the person providing the sample on the service request form. Follow the remaining instructions to send the form and sample card to us for processing.

I don’t have an email address. Can I still use the MonitorYou service?

Unfortunately, no. Your email address is used as a unique way to identify you in the MonitorYou system. You will need an email address that is exclusive to you to be able to order a service and receive your results.

Our subscription service

How does the subscription service work?

MonitorYou is a subscription service. This helps you do regular health monitoring, helping you stay on top of your health. Subscribing involves three simple steps:

  1. Select the monitoring service you would like to do on a regular basis. The frequency at which we will ship you a sample collection kit is provided in the information under ‘Add to Cart’ and again at the point of purchase in ‘My Cart’.
  2. Your first order will be processed immediately and charged at the rate listed at time of purchase. Subsequent analyses will be charged at the advertised price on the business day your sample collection kit is due to be sent. In that way, if there is a deal on you won’t miss out.
  3. When your next service is due, your card will be charged for the service and your sample collection kit will be shipped out automatically at the nominated interval – be sure to keep your details up to date by logging into your account to manage your subscription.
Can I swap services within a subscription?

A subscription cannot be used to swap out different types of Services. The subscription service is designed to enable you to track your results over time, so you can see trends in your levels going in the right direction to maintain and improve your health.

How does the payment process work?

Our subscription offers services for those people looking to check their health regularly.

Once you select a subscription, your first service will be charged at the rate listed at time of purchase. Then when your next and subsequent services are due, you will pay the advertised price on the business day your sample collection kit is due to be sent out. In that way, if there is a deal on, you won’t miss out.

Subscriptions can be paid for by credit or debit card. Unfortunately, we are unable to accept PayPal payments.

I have moved - how do I let you know?

You can change your address and shipping details at any time by logging into your account and clicking on Settings on the My Account page of the MonitorYou website

Please allow 5 business days to process your requested changes prior to your next subscription service due date.

I need to change my payment details?

You can edit payment details at any time by logging into your account and clicking on Settings on the My Account page of the MonitorYou website.

Please allow 5 business days to process your requested changes prior to your next subscription service due date.

Can I cancel my subscription at any time?

Once you have received at least two sample analyses in your subscription you may cancel at any time by logging into your account.

Please allow 5 business days to process your cancellation request prior to your next subscription service due date.

For any further information please view our Terms and Conditions or contact us

Paying for the services

Can I claim the cost of this service through Medicare or my health insurance fund?

No. Our services are for monitoring purposes and not subject to a rebate through the Medical Benefits Scheme or private health insurance funds.

Can I use my debit or credit card for online purchases?

Yes. We accept all major credit cards.

Is my payment information secure?

Yes. All payments are made via our secure payment gateway providers. No credit card details are stored on our website. We do not have access to any credit card or debit card details.

When is payment due?

You need to pay for the service via credit card at the time of placing your order.

Can I buy in store?

The MonitorYou services are available via our webstore.

Receiving the sample collection kit

What if my kit is incomplete or damaged?

When you receive your sample collection kit, check the components provided against the content list. If anything is damaged or missing, please let us know and we’ll send you a replacement kit at no charge.

When will I receive my sample collection kit?

We’ll dispatch your sample collection kit within one business day of receiving your online order. Most people receive their kit within three days, but it may take up to five days, depending on your location.

If you haven’t received your kit within five days of your shipment confirmation email, please let us know

Does the sample collection kit expire?

Yes, there is an expiry date on each sample collection kit. You will find the expiry date on the back of the kit.

Once you’ve collected your fingerprick blood sample, you need to mail it back to us within 24 hours to ensure your sample is still valid when we receive it. There is a window in which we can process your sample to ensure accurate, reliable results.

Preparing for the sample collection

Do I need a prescription from my healthcare provider to order a service?

No. You can order any service we offer without a prescription from your healthcare provider.

Should I fast before collecting a blood sample?

There is no need to fast before taking a blood sample for any of our services.

All services offered by MonitorYou come with a Service Request Form that outlines any special requirements for the service you’ve ordered.

Can I use my own lancet?

No. The MonitorYou lancet has been specifically provided to obtain the required amount of blood in order to receive an accurate result. If you don’t use the MonitorYou lancet there is a risk your blood sample may be unsuitable for analysis.

What should I do if I have trouble getting enough blood?

In order for us to use this innovative collection technique the drops of blood must be large and soak entirely through the special paper for the lab to perform analysis.

It is important that you read the instructions carefully before starting so that you can provide your very best blood sample. We strongly recommend that you read our helpful tips on collecting a sample.

If you require any further assistance don’t hesitate to contact our friendly customer support team, we’re here to help you every step of the way.

Why should the blood drop fill the circle?

We ask that you provide a single blood drop to fill the circle on the sample collection card. This is because we want an even blood spread across the circle. When we prepare for the analysis, we punch multiple small samples from each circle. An even blood spot will give accurate results.

If you don’t fill a circle with a single spot, you can try again on another circle.

Getting your results

Are the results easy to understand?

Yes. Your results will include the expected or optimal range for all analysis results, and any readings outside of these ranges will be noted.

Can I receive my results through email or phone?

To maintain the highest level of confidentiality and comply with the 1988 Privacy Act of Australia, we will only deliver your results to you via our secure website.

When will I receive my results?

Once your sample arrives at our lab, we’ll send you an email notifying you that your sample is being processed. Results are generally available within 1-2 weeks and when they’re ready, you will be notified by SMS and email with a link to login and view your results via the MonitorYou secure website. If you haven’t received your notification email, please check your Junk or Spam email folders. If you’re unable to locate your results please contact us.

Understanding your results

Can I share my information with my health care provider?

Yes. Your results will be available on our secure website for you to access. You can download and share the pdf provided.

You may wish to provide results to your healthcare provider, a family member or any other person that you personally designate.

What if I have questions about my results?

If you have any questions or concerns about your results, please discuss these with your doctor or health care professional. If you have general questions about the service or process, please feel free to contact us.

Please note, the results provided for the services ordered from this website are not a substitute for professional advice from your healthcare provider. The services we offer are tools to help you monitor and manage your health and may be useful as a component of your overall wellness plan. They are not for diagnosis or for clinical management.

We can’t discuss specifics of your personal health and wellness. If you have questions about how the results relate to your personal health you should speak to your doctor or healthcare provider.

Will I be able to view results for family members?

If you are the authorised representative (guardian or caregiver) of the person providing the sample, then you will have access to their results.

Otherwise, it is up to the person providing the sample to share the pdf of their results.

Why are my results different from my previous results?

We recommend you discuss any change in your results or any concerns or questions with your doctor or healthcare provider.

Many of the chemicals in your blood change in amount from day to day and hour to hour. This fluctuation is normal and can mean that a result may differ from previous results, even if the two analyses were performed within hours or days of each other.

It’s important to note that blood results obtained from different laboratories can and do vary. This should be considered if comparing results to those from other labs.

Can I compare my results to results from other laboratories?

Pathology results from different laboratories can and do vary. This should be considered if comparing to results from other labs. For more information click here to see a video explaining why this occurs.

The MonitorYou service uses dried blood spot samples using laboratory techniques which differ from traditional whole blood testing. The MonitorYou results have been validated and compared to traditional testing to ensure that you are given an accurate and reliable result.

Managing your account

How do I create an account?

Creating an account on the MonitorYou website is easy. Just click on “My Account” which is found on the top of each page and LOG IN. Then register your details. Make sure you keep a record of this information in a secure place.

How do I manage my account information?

To manage your online account information, simply click on “My Account”. You will be able to:

  • Change your shipping address
  • Change your password
  • Review your orders
How do I update my email address?

Your email address is a unique identifier which you use to access your account details and results. We take your privacy and security seriously, therefore we require written authorisation to update this information. Please contact us if you would like to update your email address.

Why do I need an account?

You need an account to order a service from MonitorYou

Once you open an account, you can:

  • Order monitoring services
  • Save and update billing and shipping information
  • Access information about your orders if needed
  • Check your order history

We can only provide services to registered account holders because we need your unique contact details to ensure the sample collection kit and any results are provided securely to you.

Privacy and information security

Why should I trust you with my information?

We are committed to protecting your privacy and personal information. We only collect information needed to deliver the service to you and we store that information on servers in a highly secure data centre.

All data travelling between your computer/mobile device and our secure servers is encrypted to the highest standard for online stores. MonitorYou is a secure site and we use the same level of website security as used by the major banks.

Technical support

Why is the website not loading?

Our website supports the latest browser versions of Internet Explorer, Mozilla, Google Chrome and Safari. More specifically, we support versions of:

  • Internet Explorer versions 11 and above
  • Mozilla Firefox versions 27 and above
  • Google Chrome versions 30 and above
  • Safari versions 7, 8, 9 and above

If our website isn’t loading you may need to update to a newer version of your browser. You can do this directly from your browser settings or you can download our supported browsers HERE.

Omega-3 Nutrition

Should I take fish oil supplements for my heart?

Should I take fish oil supplements for my heart?

The Heart Foundation recommends that Australians should choose food sources to meet their omega-3 needs. This includes 2 to 3 serves of fish per week as well as plant sources of omega-3s. This is the best way to meet the recommended daily levels of omega-3s to help in the prevention of heart disease. Fish oil supplements will provide people who do not eat fish with some level of marine-sourced omega-3s.

Should I be worried about mercury in fish?

Mercury is a naturally occurring element in the environment that is present in most fish and plants to some degree. The amount of mercury in a fish depends on the age of the fish, the environment in which it lives and what it eats. Larger predatory fish that have long lifespans such as swordfish and shark tend to have higher levels of mercury than smaller, younger fish. High levels of mercury can damage the nervous system and this presents a particular risk for pregnant women. Food Standards Australia New Zealand state that most people can safely eat 2 to 3 serves of most types of fish each week. Fish to be eaten less frequently include orange roughy (deep sea perch), shark, swordfish and marlin. Fish is an excellent source of omega-3s, protein, and important vitamins and minerals and the balance puts eating fish in favour of heart health.

What are good sources of plant omega-3s?

The type of omega-3 found in plants is called alpha-linolenic acid (ALA). The body can convert a small amount of ALA into EPA into DHA, though at best it is likely only 5 percent. Some of the better sources of ALA include flaxseeds, chia seeds, walnuts, soy foods, canola oil, hemp seeds, pumpkin seeds, avocados and sunflower seeds.

Can my Omega-3 Index be too high?

Having an Omega-3 index over 12% is very rare. There is no evidence that being over 12% is harmful but there is also no evidence to suggest that being over 12% offers extra benefits.

If I am vegan or vegetarian, how can I get to an Omega-3 Index of 8%?

If fish is not part of your diet for whatever reason you can still obtain your Omega-3s EPA and DHA from algal supplements. It is much more effective in raising your Omega-3 Index as opposed to other plant sources like flax and chia, which contain a totally different omega-3 called ALA.

If I am taking omega-3 supplements, should my omega-3 index be above 8%?

No. There is no way to predict – for any given person – what your Omega-3 Index will be just by knowing how much fish you eat or how many supplements you take. Individual differences in metabolism, absorption, and genetics make it impossible to predict with certainty how a given person will respond to supplements.

Diabetes and HbA1c


What is HbA1c?

HbA1c or glycated haemoglobin is an indication of your average blood sugar over the previous 8-12 weeks. It can be used to monitor your risk of diabetes. For more information see HbA1c biomarker

How is HbA1c monitoring different from a blood glucose test?

The HbA1c analysis is different from the blood glucose test that people with diabetes do frequently. Both measurements are important when managing diabetes.

The daily check - blood sugar test is done usually with a fingerprick and small device called a glucose meter. Your blood sugar level goes up and down all the time, when you eat, when you exercise or when you’re stressed or unwell.

It gives a snapshot of your blood sugar level at that point in time. Some people with diabetes check their blood sugar now and again, others need to check it every day or many times a day.

Because blood sugar levels change constantly you may miss the highest and lowest points each day.

The HbA1c analysis measures your average blood sugar over the previous 2-3 months.

Some of the sugar (glucose) in your blood attaches to your red blood cells (haemoglobin) and remains attached for the lifespan of each red blood cell (around 3 months). This is called glycated haemoglobin or HbA1c.

When your blood sugar is high, more glucose attaches to the red blood cells. And when blood sugar is low, less glucose attaches.

Diabetes Glucose Chart

Monitoring HbA1c every 3 months is appropriate for checking impact of lifestyle, diet and exercise changes

How accurate is the MonitorYou HbA1c analysis?

MonitorYou’s fingerprick blood analysis service was developed by researchers from the Australian National University.

HbA1c can be reliably measured from dried blood spots and is comparable to analysis with traditional whole blood samples (e.g., having blood taken at a local pathology centre). This study was published in BMC Clinical Pathology in 2015.

Find out more about dried blood spot technology and our state-of-the-art Australian laboratory.

It’s not helpful to check your HbA1c levels more often than every 3 months as this takes into account the lifespan of red blood cells. For a more detailed explanation see How is HbA1c different from a blood glucose test?

Our service allows you to monitor your HbA1c and we’ll send you a sample collection kit each time you’re due. Find out more here.

What will my results say?

Your results will be reported using two measurements % and mmol/mol. A new way of reporting HbA1c levels is being introduced around the world. This will help avoid confusion with the daily blood glucose levels frequently measured by people with diabetes.

Your result will be referenced to one of three categories indicating that:

  1. You may have diabetes
  2. You may be at high risk of developing diabetes
  3. Diabetes is not currently likely
What can affect the results of my HbA1c analysis?

Some of the sugar in your blood attaches to the haemoglobin inside your red blood cells. Therefore, conditions that affect your red blood cells or haemoglobin can affect your HbA1c results. Such conditions include for example anaemia, iron deficiency, vitamin deficiencies or kidney disease amongst others. If you have concerns you should consult with your doctor.

Dried blood spot results for HbA1c are comparable to results from traditional blood analysis methods, however your result may vary due to affects related to:

  • Improper collection of your sample, contamination or transportation
  • Medications or a medical condition that has an effect on the Dried Blood Spot analysis

If your result is within the normal range or different to what you expect your usual HbA1c levels are but you’re experiencing symptoms, please talk to your doctor.

We recommend you read the HbA1c section and more technical details are outlined in the Clinical Information section.

Can my sample be affected by temperature during transport?

It has been shown that holding dried blood spot samples at 46°C for 2 days will result in a slight increase in the HbA1c result for people with an HbA1c of 7.5% and higher. Therefore, there may be a small variation in your result if your sample has been subjected to extreme temperature during transport.

Why do my results have two different measurements?

Your results are reported using two measurements: as a percentage (%) and millimoles per mol (mmol/mol). This is because there is a new way of reporting HbA1c levels being introduced around the world (mmol/mol) and for a transition period results will be reported using both the new and old method. This will help avoid confusion with the daily blood glucose levels frequently measured by people with diabetes.

Healthy Heart


Why does heart disease affect men and women differently?

Cardiovascular disease tends to develop later in women than in men. The reason is thought to be because of hormonal factors from exposure to estrogen that protect against heart disease in pre-menopausal women. After menopause, the situation reverses with higher rates of heart disease occurring in women compared to men.

Does eating saturated fat lead to heart disease?

Saturated fat does raise cholesterol levels, particularly the more harmful LDL-cholesterol. But what is lost in this general statement is that there are different types of saturated fat, and their effects on cholesterol differ. And food contains more nutrients than just saturated fat alone. Focus instead on having more foods that are beneficial in cutting the risk of heart disease rather than just having a single focus on eating less of one nutrient such as saturated fat. A heart-healthy diet is one containing plenty of vegetables, fruits, wholegrains and fish. Avocados, nuts, chia seeds, oily fish such as salmon, eggs, and of course olive oil are all great sources of healthier fats.

If I have high cholesterol, should I cut out foods high in cholesterol like eggs?

While egg yolks are high in cholesterol and are a major source of dietary cholesterol, our body can also make cholesterol. It was once thought that dietary cholesterol was the main reason for high cholesterol, but it is now acknowledged that foods high in saturated fatty acids have a greater effect on our blood cholesterol levels. Eggs are considered to have a neutral effect on heart health and for this reason, the Heart Foundation advises that they can be eaten as part of a healthy eating pattern.