Bring Your Own Test Virtual Observation

Frequently Asked Questions

General

How long before my trip should I order the BOOST!™ Virtual Observation service to collect my sample?

Please confirm with your airline and destination country any requirements for pre-travel testing times. See a list of exit/entry requirements here. For our Virtual Observation service, you can instantly gain access to the testing portal to have your test observed by one of our certified nurses. All you need is a viable test kit and the serial number included in your welcome email. The testing process can take up to an hour to complete from end to end, so ensure you have enough time set aside beforehand.

What happens if my trip is cancelled, or if I no longer need the Virtual Observation service?

Due to the quickly changing nature of COVID-19, services purchased on the Citizen Care website are non-refundable. Your Virtual Observation code will not expire and may be saved to use for a future travel date.

What do I need to consider when crossing the border?

Travel requirements can change rapidly, without warning. Before embarking on your journey, please review the entry and exit requirements for each country on your itinerary. For up-to-date information for travelling Canadians, please consult the travel.gc.ca website.

Can I get a refund if I no longer need the test or virtual consultation?

Due to the quickly changing nature of COVID-19, services purchased on the Citizen Care website are non-refundable. However, your Virtual Observation code will not expire and maybe saved to use for a future travel date.

Can I use a kit from another country to comply with the standard for antigen testing?

Any kit must be authorized for sale or distribution in Canada or in the jurisdiction in which it was obtained. It is the responsibility of the traveler to check the testing requirements.

The Observation

What types of tests can be used with the BYOT Virtual Observation service?

This service supports Nasal Antigen Tests only.

How many Virtual Observations service are offered with each purchase?

Every purchase allows for one virtual observation only.

What can I expect when it comes time to complete my test under the Virtual Observation service?

One of our trained nurses will be on hand to monitor you and walk you through each step of the process, from checking the integrity of your test kit to collecting the sample for testing. Once complete, you’ll need to upload an image of your test device to the BOOST!™ portal so that we can confirm the result and prepare your BOOST!™ Health Pass. Negative results can be used at the check-in counter before your flight to confirm your health status.

How does the BYOT test work with Citizen Care’s QR Code requirement?

If you are logged in to your profile through a phone/ tablet, then you would be able to join the virtual appointment directly from there after you activate your Bring Your Own Test Virtual Observation. If you are logged in to your profile through a computer, you will obtain a QR code on the screen once you activate your Bring Your Own Test Virtual Observation. Then you can scan the QR code from your phone/ tablet, and from that you will get a link on your device to join the virtual appointment with a nurse.

Where can I find my serial number to activate my Bring Your Own Test purchase?

After purchase of the Bring Your Own Test Virtual Observation, you will receive an email confirmation with your serial numbers that you can use to activate your test on your account.

How do I activate my test?

Log into your account and click Activate on your dashboard. Add the serial number from your confirmation email and select the name of the person that needs to be tested. Click on Submit to activate.

Sample Collection

Can I use my computer to complete the online video conference with a nurse?

No, unfortunately, the Virtual Observation service requires you to have an internet-connected, camera-equipped mobile phone or tablet.

Can I swab myself without having a virtual observation with a nurse?

No, your collection must be observed by one of our trained nurses in order to obtain your results for travel purposes.

‍

Do I have to do the swab collection for my child?

A parent, guardian, or other adult (ages 18+) should collect samples from children (ages 2 to 13) or those who are unable to collect their own sample. Individuals younger than 18 years who are capable of self-collection must do so with adult (18+) supervision and assistance. It is important that the designated collector or supervisor carefully reads and understands the instructions provided with your particular test type prior to beginning collection.

‍

Results

When will I get my results?

Once your virtual observation with the nurse is completed, you will receive a notification when your Health Pass is ready. This should take 30 minutes or less. You will have to log into your BOOST!™ portal and go to the View COVID-19 Tests section on your personal dashboard to view the results.

Virtual COVID-19 Test

Bring your own test with virtual nurse supervision &
24/7 customer care

<boost-logo><boost-logo> BYOT Virtual Observation

Virtual COVID-19 Test

Bring your own test with virtual nurse supervision & 24/7 customer care

<boost-logo><boost-logo> BYOT Virtual Observation

Bring your own test with virtual nurse supervision &
24/7 customer care