Review: Vault Health COVID-19 Test

Review: Vault Health COVID-19 Test

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11/20/20 Update: Currently we can't recommend Vault Health, as it appears to be overwhelmed by demand and unable to provide responsive service to clients, especially given the fast turnaround required for Hawaii. Please scroll down to read the most recent commenters' experiences. Also note that as of 11/24/20, Hawaii-bound travelers will need a negative COVID-19 test result *before* boarding their departing flight in order to avoid quarantine.

This is our Vault Health COVID-19 Test Review based on our October 2020 coronavirus PCR testing experience. Vault Health has partnered with JetBlue, Hawaiian Airlines, the state of Hawaii and other organizations to provide the requisite COVID-19 PCR testing prior to travel to certain destinations.

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Ordering the Vault Health COVID-19 Test

Ordering our test was straightforward. Since we would be flying with JetBlue, we went to the vaulthealth.com/jetblue site and created an account for each of us. This was the only part I was a bit frustrated with: I needed to create three separate accounts, each with its own unique email and login, which is somewhat cumbersome for a family. Many destinations do require children to also take a COVID-19 PCR test, so your child will need his/her own account. Always double check the COVID-19 testing requirements of your destination, especially as these can change.

Since I placed the order earlier in the week, on a Tuesday, the test kits arrived the very next day, Wednesday. Note if you're trying to get your kit the very next day, avoid ordering on a Friday, since it won't arrive until the following Monday at the earliest. Thursday orders may also not arrive until Monday, so place your order Monday-Wednesday if at all possible.

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Taking the Vault Health COVID-19 Test

We took the Vault Health COVID-19 test on a Monday, hoping to receive our test results on Wednesday. Be sure to not eat, drink, smoke or chew gum in the 30 minutes before you provide your saliva sample.

After logging in, we requested an appointment with a remote supervisor. Before we were placed into a remote “waiting room” we had to confirm that we hadn't eaten/drunk anything within the last 30 minutes, that we had our entire test kit, and that we had the Zoom app with camera and audio enabled on our device.

Review: Vault Health COVID-19 Test

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Our waiting times ranged from 7-20 minutes, even though the estimated waiting time for all of them was 10 minutes. Once the test supervisor appeared, I had to confirm my name, date of birth, and show my driver's license.

After that it was time to provide the saliva sample, by spitting into the tube (which helpfully has a funnel attached to it, to make it easier). The sample amount has to be at or above the black line, so be sure to drink an ample amount of water *before* the 30 minute cut-off time prior to the sample, to make it easier to provide enough saliva.

Once that was done, I removed the funnel part and screwed on the cap, which has a blue liquid to preserve the sample. You're instructed to shake the vial for 5 seconds to mix everything together. After that, it's time to place it inside the cardboard box, and then into the postage paid UPS envelope. The antiseptic wipe is to wipe down the envelope immediately prior to handing it to your nearest UPS facility.

Vault Health COVID-19 Test Review

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Getting the Test Confirmation

Just as we'd hoped, the following day we received confirmation that our samples were received by the lab (roughly 28 hours after mailing it).

And the very next morning, so within about 18 hours after the lab receipt confirmation, we received our test results; fortunately, negative. Vault Health does warn you that in addition to “positive” or “negative,” a small percentage of samples, roughly 2%, are deemed “inconclusive” where the test is not able to definitively determine status.

If needing to upload a one page pdf, this will be in your Vault Health account. Note that Vault Health does NOT provide a time stamp for the time the test was taken, monitored over Zoom, only the date. This is fine for the State of Hawaii, which is aware of this issue and still partners with Vault. If, however, you take a different COVID-19 test (not with Vault Health) that is time stamped, it's critical that it be taken no earlier than 72 hours prior to the departure of your flight to Hawaii. In the case of connecting flights, for example DEN-LAX-OGG, you would need to take the test in the 72 hours before your departure time from Los Angeles LAX (*not* 72 hours prior to your departure from Denver DEN, as that would be too early).

Vault Health COVID-19 Test Result

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The Verdict

We were pleasantly surprised at how efficient and easy everything was with ourVault Health COVID-19 tests. We received the tests the day after we ordered them, we were notified the lab had received our samples the day after we mailed them, and less than 24 hours afterwards we had our negative test result.

If you've used a Vault Health COVID-19 test recently, what was your experience?

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92 Comments on "Review: Vault Health COVID-19 Test"

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Julian
Guest

I’ve really been enjoying your posts about hawaii reopening as we’ve been navigating our upcoming trips. Thank you!

Emily
Guest

Does the negative result have a timestamp of when you took that test? or date stamp?
We plan to head to Hawaii in November and our flight leaves at 10:45am so we would not be able to drop off the sample early as they suggest since we technically can’t take it until 10:45am 3 days prior

Ariaa Jaeger
Guest

I’m traveling at 12 noon on Thursday to Hawaii. I’m supposed to test 72 hours in advance of travel. It is Sunday today I was planning to take the Vault test today but realize that that is not 72 hours. Please advise will it be okay if I take the test on Monday morning will there be time enough to get the results back before I fly on Thursday noon?

Candice
Guest

We plan to use Vault for our trip to Maui. Our whole family is going. Four adults and two children. Can we have our zoom meeting all together at the same appt time? We leave for Hawaii on Nov 18th at 8 AM, so plan to take the test Sunday, Nov. 15th. When is your first appt on Sunday the 15th?

Tricia
Guest

Hi Candice, My family (4) just completed the Zoom appointment for Covid testing yesterday. We were able to use the same Zoom session. We stayed in the meeting while the next person logged in to Vault website and entered the test number (serial number) plus tracking number. Once we did that the Vault rep was able to pull up the test and we continued. All 4 of us took 50 minutes to complete (it took awhile to produce enough saliva to fill the tube for some of us). Hope that helps!

Candice
Guest

Also, four of us are traveling on Southwestern and part on United. Will the turnaround time to get the results be the same?

Shannon
Guest

We have a tues PM flight which means there is no way to ship the sample until Monday morning (ups closed after 6 on sat and all day on sun). Should we just wait and take it sun night, send it Monday first thing and hope for the best (results back before we land?)!

Kristen L
Guest

Question – my fiancé and I ordered our tests (separately) at the same time but only my test kit can with return packaging. Is that normal? Do we ship both tests in the same Laboratory Pak or should we each have gotten one?

Adam
Guest

Are the zoom calls to take the test available at any time. We are going to need to take our test around 6 am MST on a Thursday, before our Sunday flight. We will be able to do so that early?

Beckie
Guest

Is it possible to get an appointment time ahead of time, or I can assume that I’ll be able to log in on a Friday morning and 3 of us will get a zoom appointment before 10 am drop off at UPS? (our flight is at 9:45am on Monday

Tom
Guest

I took a Vault test as a dry run for a future trip last week. Very fast results! Took the test at noon on a Tuesday and had results by the end of day Wednesday.

I noticed on the results sheet it only gives the DATE of the test, not the time? Is the state of Hawaii able to verify the test time directly with Vault, or do they accept the date alone as sufficient?

Ed Gregorio
Guest

My wife and I are planning on flying to Hawaii on Dec. 26. Any idea how much the holidays will impact the receipt of results?

Michael
Guest

Hi Hilary. In terms of the results documentation, Hawaii states they require an upload of a PDF of a 1 page report showing your name, the name of a trusted testing partner, the date/time the sample was collected, the test result and the type of test. You mentioned in the responses that there was not a timestamp on your results, just date. Otherwise, did the results come in a PDF report for upload in 1 page?

Dawn
Guest

My husband and I fly to Maui on hawaiian airlines December 28th at 9am. Our saliva test should be done December 25th Christmas day at 9am Are they open at that time to Zoom?

Mike
Guest
Here’s my recent experience with Vault. Ordered 2 tests for myself and my wife, 1 was lost. I had enough time so I ordered second test, second one was lost. I thought this was a great idea to test at home. Vault has never answered a single email that I have sent. I got through on the phone after multiple hours of trying to get the second test sent out. (I also had to pay for it) Right now, I say run don’t walk away from this if you are going to fly and need a test ahead of time.… Read more »
Andrew
Guest

Hi! i have a multileg journey on Saturday that connects in HNL. SAN-HNL-OGG SAN-HNL leaves at 8:30 am PST, and HNL-OGG leaves at 3:30 Hawaii Time (5:30 pm PST). What time do I need to take my test ?? 72 hours prior to first leg or prior to the HNL-OGG leg?

Sandy
Guest

My flight to hawaii is departing on saturday at 11:30am. I took the vault test today (wednesday) at 11:00am, 30 minutes before my exact 72 hour mark. Would this be okay?

Deb
Guest

I had a terrible experience with vault health, I needed a new shipment label , no one returned my my calls or answered my email ended up having to go to another lab for the covid test, horrible customer service

Tom
Guest
I wrote a pretty good review of Vault earlier, but I can no longer recommend that test. When the process works, it’s great, but they are unreliable. Sent in 6 tests on Tuesday. Vault received all 6 the next morning, and had results for 4 by the end of the workday. A day later now and no sign of the other 2 results. All packaging was clearly marked for expedited processing for Hawaii. I have called vault for 6 hours straight, and it is clear that they are just putting people on hold for 3 minutes then dumping into a… Read more »
Scott
Guest

They did the same thing to me. I sent them two tests for a trip to Hawaii on Tuesday for my flight tomorrow on Friday morning and they have not returned the results. They will not answer the phone, call back, or respond to emails. THis trip may be ruined because of them.

Catherine Stickley
Guest
We had a terrible experience with Vault. We ordered 4 tests for travelling to Hawaii. We took the four tests this Monday for flying Thursday, Nov 19. One of the tests was shown as not received by Vault, even though UPS shows that all four tests were delivered. I began calling and emailing Vault about this on Tuesday. I must have left five voice mails and sent 4 emails. The test was never shown as processed. We had to cancel our trip (could not meet my parents who were already there). I am still contacting Vault to request a refund.… Read more »
Michelle
Guest

Am i allowed to put both mine and my daughters test in the same ups bag?

Michelle
Guest

Our tests are for Hawaii, are they supposed to be marked as such?

Angela J Soldner
Guest
I thought I’d add some tips about the Vault Health COVID test for Hawaii. Give yourself 2 hours to complete your test with the Vault rep on Zoom. They get very busy. My tester told me to begin filling the tube with saliva and said she’s leave the Zoom conference but return in 5 to 8 minutes. She was gone for 35 minutes. I remained on Zoom, but also called Vault and asked for someone to contact my rep and ask her to return to the videoconference. She seemed annoyed when she returned. I shipped my finished test at the… Read more »
Jen
Guest
I am in Alaska and am super nervous about us getting our results in time for our Hawaii trip set for departure on Dec.10 at 5:30pm. Everything up here has to be sent to labs very far away. I am doing multiple tests to hope that all 3 of us get our results in time. With our evening flight on a Thursday, it means that we could conduct the test the evening o Monday the 7th, but it won’t go out to ship until Tuesday the 8th- do you think this will be enough time for us to get results… Read more »
Angela G
Guest
BEWARE!!! For anyone traveling to Hawaii, I would not recommend using Vault Testing for your covid test even though it’s one of Hawaii’s approved partners. I ordered 4 covid tests for my family 11 days before our trip. I received only 3 tests, which arrived the day after placing my order. Vault DID NOT ship the test for my 18 year old son, but they did send him a tracking number (which was actually the same tracking number for my husbands kit (MISTAKE BY VAULT). I logged on to my son’s account on the Vault Health site, and it only… Read more »
john andrasz
Guest

I was tested on 11/18 and haven’t received my results. On Thursday a call from David was left on my answering machine to call which I did and I couldn’t get thru. Please leave my results at the below e.m. Thanks.

brian
Guest

They got the names on the tests incorrect so they were useless for use for the hawaii requirement. 100 calls and they never answered a call or returned a call or email. Trash.

Danny lopez
Guest

My flight leaves 645 from San Francisco on Tuesday which means I need to ship out my test on Saturday wilI I have enough time

Beau
Guest

I spoke with a representative from the Hawaii Safe Travels department and I was told that they accept the Vault results without a time since this is how the company releases their results.

Cheyanne Rose
Guest

What did you upload to your safe travels account? It says it must be in pdf form but I didn’t receive a pdf on my results it just says “negative” on my account.

Lessthan 72 hours
Guest

Two of us took the test Friday afternoon and dropped in UPS Box. Arrived at Lab Saturday. Just got results before 9 am EST Monday.

I was starting to get worried this morning reading these comments and was about to look at alternatives. Fortunately where we are going your test and results need to be within the 5 days prior to your day of travel, which is much more reasonable.

Sybil
Guest

Took covid test on Friday in person Vault Health
Waiting all weekend for results. Monday finally an email. But it said they received sample and results in 24-72 hours. Are you kidding me!
Would not recommend using them.

Lior Weiss
Guest

Vault health made me miss a trip and lose 10k nonrefundable vacation expenses.
We followed all timeline recommendation and had our tests received back on time. We got one of our 4 within 8 hours, second after 24 hours and 2 didn’t come before departure. Hawaii changed guideline that results coming after landing will not waive 14 days quarantine. $600 tests, 1000s in hotel fees can not be refunded. Vault never emailed back question respond, nor was available over the phone. Do not travel during pandemic as regulations changes and test service is not reliable.

Dawn
Guest

We are supposed to leave December 3rd for Hawaii. Our first flight is at 6am and second is at 11am in PHX. When do we need to take the test? I was told we need to make sure it does not expire before our second flight.

Christine Mathews
Guest

Worst experience ever. I completed test via zoom and during test one of the doctors said we could test on same zoom appointment. End result is they could not verify my husbands results. We got to Maui and our entire family has to quarantine at the resort which means we cannot go anywhere not even to the pool. Buyer beware

Jener
Guest

My flight to Hawaii is on a Tuesday. The first leg is at BWI at 8AM and the second leg before getting to Hawaii is in Denver at 12:15 PM. I am doing the Vault covid test on Saturday after 12 :15 PM. I hope to get my results by Tuesday. My concern is that does Vault health process samples on a Sunday?

Kitty
Guest

Don’t use Vault! I ordered a test for Hawaii and followed all instructions – according to the timeline on their website, I should have received my results yesterday. I need to leave for the airport in less than an hour and I still don’t have results. Multiple phone calls, all sent to voicemail. It’s impossible to get ahold of a real person. Use another testing company that guarantees 24 hour results if you’re going to Hawaii (it’s also stressful that the state changed the requirements the day AFTER I took the test…)

Ryan
Guest
So my family and I tried Vault today because we are leaving on Saturday 11/28 for Hawaii. To start, I left multiple messages for Vault last week to see if they still processed over Thanksgiving. Never received a phone call back. We received our package on time and went on our accounts today to access the Zoom meeting. Unfortunately they stated their Zoom was down to around 3:30. Finally got on after 3:30 and they stated I had to comeback, they were too full. No we have no COVID test and a trip to Hawaii that we can’t go on.… Read more »
Karen
Guest

Do you know if vault lab is open 24/7