Troubleshooting Your Test

Most test issues come down to 2 mistakes: not saturating the pad fully, or not pulling until the dot shows. Here's how to fix common problems.

No line showing on the test

Most common cause: Test wasn't activated properly.

Fix:

1. Did you pull the handle until the dot appeared in the window? If not, the test didn't activate.

2. Did you saturate the pad for a full 60 seconds? Damp isn't enough—it must be fully soaked.

3. Did you wait the full 20 minutes before scanning?

Next time: Pull firmly and slowly until you see the dot. Hold the pad under your tongue for 60 seconds—count it out.

Test says "not found" or won't scan

Cause: App isn't reading the test properly.

Fix:

1. Make sure you're scanning in good lighting—natural daylight works best.

2. Hold your phone steady, 4-6 inches above the test.

3. Center the test fully in the camera frame. Follow the guides.

4. Wait until the app confirms it's captured the image.

If still not working: Take a clear photo of the test and contact support at ask@eli.health.

Test line is very faint

Cause: Low cortisol level OR test wasn't activated fully.

What it means:

• If you tested in the evening (5-11pm), a faint line is normal—cortisol should be low.

• If you tested in the morning and got a faint line, your morning surge might be blunted.

Next steps: Test again at the same time tomorrow to confirm the pattern. One faint result doesn't mean dysregulation—consistency shows the pattern.

Test line is extremely dark

Cause: High cortisol level OR test was contaminated.

What it means:

• If you tested within 30 minutes of coffee, food, or exercise, the result may be artificially elevated.

• If you followed the 30-minute window and tested in the morning, a dark line shows a strong cortisol awakening response (can be healthy or elevated depending on timing).

Next steps: Make sure you're following the 30-minute window rule. Test again tomorrow to confirm.

Not producing enough saliva

Problem: Pad won't saturate within 60 seconds.

Fix:

• Press your tongue against the roof of your mouth

• Think about your favorite food

• Yawn gently to stimulate saliva production

• Stay hydrated—dehydration makes testing harder

Note: Avoid mucus in your sample. Pure saliva only.

The 2 mistakes that break your test

❌ Mistake 1: Not saturating the pad fully
Damp pad = failed test or inaccurate result. You need 60 seconds of full saturation.

❌ Mistake 2: Not pulling until the dot shows
No dot = test didn't activate. Chemistry won't process correctly.

These two steps are critical. If you get them right, tests almost always work.

Still having issues?

If you've tried these fixes and your test still isn't working:

1. Take a clear photo of the test

2. Email ask@eli.health with:

• Photo of the test

• What time you tested

• Whether you saw the blue dot

• What error message (if any) you're seeing

Our support team will help troubleshoot and can send a replacement if the test was defective.

Most test issues are simple fixes. Follow the ritual, saturate fully, pull until blue dot shows, and your tests will work consistently.