Customer Support

You will receive results (by email and in the customer portal) within 24 hours of starting a test on the Lapbox.

If you have not received an email after 24 hours, please check/try the following:

1. Log-in to the customer portal to access your result, and update your contact details.

   Can't access your customer portal? Contact our customer support team to find out how.

2. Check for the email in your junk or spam email folder for the email:

   We recommend adding the email "result@mastatest.com" to your contacts or safe senders list.

3. Check your power and internet connection:

   If you have lost internet connection, it is still possible to get a test result. Email our customer support team directly on support@mastatest.com including a photo of the underside of the cartridge laying flat on a white surface, your customer details, and the sample details (cow ID/quarter).

If your issue is not resolved, please contact our customer support team for further advice.

To get treatment recommendations, your veterinarian needs to set-up a treatment plan in their Mastatest account, and you need to verify they can make changes to your account.

Our team can assist with both setting up a veterinarian account, and the verification process. Please contact our team directly for help.

For a cow that shows severe mastitis and is acutely unwell, antibiotic treatment should be initiated immediately and could be adjusted once you have received the Mastatest results.

For mild to moderate mastitis, studies have shown that waiting for 24 hours to confirm the presence (and species) of bacteria in a milk sample before treating with antibiotics is an appropriate course of action.

As many as 25% of cows may have mastitis that does not have a bacterial cause, which should resolve without further treatment. Mastatest can identify these cows for you.

As many as 25% of cows that have Gram-negative bacteria such as E. coli in milk do not require antibiotic treatment.

We encourage you to discuss all changes in practice with your veterinarian or farm advisor and to seek their expert advice where needed with regard to the needs of a specific animal, or mastitis management in the herd more generally.

Keeping your Lapbox clean and free from milk spills means you'll get the clearest images for analysis

Cleaning is simple - all you need is two clean cloths, one rinsed in clean water and one dry. Do not use any solvents.

1. Unplug your Lapbox from the power source.

2. Remove the Lapbox lid, and wipe down the black plate with the damp cloth.

3. If your model is G2 or G3 (black): Gently remove the black plate, using the clips on either side, and place this carefully aside.

   If your model is G1 (grey/metallic): Use the Allen key (supplied) to remove the two screws that secure the plate, then lift off the plate, and place this aside carefully.

4. Clean inside the Lapbox using the damp cloth, making sure in particular that the glass at the bottom is cleaned of any spills. Use the second cloth to dry the inside of the Lapbox.

5. Replace the plate and the lid.

For further information, see the Care videos for your specific model.

The Mastatest customer support team will contact you directly if your Lapbox has been identified as needing to be serviced. Please ensure you're contact details are up-to-date in the customer portal to facilitate this.

If you have noticed a hardware/software issue, please contact our team directly.

The process for servicing and repairs varies market-to-market, but a replacement box will always be available. Our team will advise you personally.

Generation 3 Lapbox:

• During the initial Lapbox set-up, you will be prompted to set a default language.

• To change this at any time, you can press the 'Return' arrow from the main Lapbox screen, and then scroll down to 'Select Language', scroll to choose your option, then ENTER.

The system language will configure automatically.

Generation 2 Lapbox operating on Ethernet:

From the main Lapbox menu:

• press the down arrow 3 times (Configure Lapbox) then ENTER

• press the down arrow 2 times (Select Language) then ENTER

• Scroll down to reach your language, then ENTER

The system language should automatically change. To return to the main menu press the left arrow 2 times, and the up arrow 3 times.

Generation 2 Lapbox operating on WiFi:

From the main Lapbox menu:

• press the down arrow 3 times (to Configure Lapbox) then ENTER

• press the down arrow 3 times (to Select Language) then ENTER

• Scroll down to reach your language, then ENTER

The system language should automatically change. To return to the main menu press the left arrow 3 times, and the up arrow 3 times.

NB: Your connection type (Ethernet or WiFi) is indicated on the right hand corner of the Lapbox display when you are at the main menu.