Contact On Go Support

My husband bought these tests instead of the over-the-counter tests we normally get. I am highly offended that I was required to get an app and make an account in order to take the test. I am an intelligent adult, fully capable of understanding simple directions for an at home test. These tests came with ZERO instructions in the box. "Get the app" was the only instruction I received. I feel like the personal information I had to enter in order to complete download of the app and "take the test" (including name, birthdate and zipcode) was too much. I then had to list symptoms, and take a picture of my test results. (Which were negative by the way, as I suspected) This is obviously a way for someone to keep tabs on who feels sick, who is testing, and who tests positive in certain areas. I am a responsible citizen. I have tested, and tested my family, more times than I care to admit just because I want to go the extra mile to keep others safe. I do not need "big brother" standing over my shoulder to make sure I do the tests right, or report results appropriately. I feel like my privacy was invaded, and if I have to buy these tests again - well, I just won't have home tests. I won't be going to urgent care to get tested when I suspect "maybe, but probably not", either so that will mean less symptomatic people tested. Great job, on/go. 🙄

If I had known that I had to give personal information to this company before taking their COVID test, I never would have bought their COVID test. But you have to give them an email, phone number, your first and last name, and birthday before you can use the app. Plus it doesn’t even let me use my actual last name, which has an apostrophe in it. It of course doesn’t tell you that—I struggled for five minutes trying to figure out why it wouldn’t let me continue before I realized it was the apostrophe issue. If you’re going to refuse to allow apostrophes in names, despite millions of people in the world having them, the bare minimum you could do is actually say that’s what you’re doing. We have a moral responsibility to one another to make COVID testing easy, and this company is failing at that responsibility. (In addition to how much they charge for tests, which is fairly obscene to begin with.)

Registration asks for an email and password. Then asks for a phone number for Two-Step Authentication. I put in my valid US mobile number and receive the error “Registration failed. Please try again.” Running iOS 15.1 on an iPhone 11 Max Pro. Downloaded the app today so I know it is the most recent version. Tried multiple times with same result. Website contact page only asks for contact info without asking what the problem is. Tried chat but it was laggy. I explained the situation in the chat header and the first support person started by asking what the problem was. After that, canned responses “I’m very sorry for the inconvenience the app has caused you and I m willing to help…” as well as “So I can pass the info on to the development team, please tell me the user ID and phone number you’re using” — despite explaining I want registered yet. And no — you’re already trying to data farm me. I’m not giving you my phone number. I’ll delete the app and just use the test data if I ever need to. App wouldn’t let me register. Support was not helpful. …and now the Developer will likely post a canned response. “We’re sorry for the inconvenience…please contact us at”. No. Nopity nope.