Frequently Asked Questions

Viome Customer Help Center

Service

What does Viome's annual plan include?

Our annual plan includes personalized food and nutrient recommendations based on your quarterly Gut Intelligence™ and Metabolic Intelligence™ testing. We know your body is always changing, so Viome’s recommendations evolve with your diet, lifestyle, and age. All of your results, analyses and recommendations are accessible through our easy-to-use Viome app.

What is the Gut Intelligence™ test? How is it done?

The Gut Intelligence™ test sequences and analyzes the transcriptome (all RNA molecules) of your gut microbes. This ultra high-resolution analysis provides a species- and strain-level view of your gut microbiome composition. More importantly, it tells us what your gut microorganisms are actually doing. We’ll provide detailed instructions so you can easily perform these measurements at home.

What is the Metabolic Intelligence™ test? How is it done?

The Metabolic Intelligence™ test measures how your body responds to a nutritional challenge. To complete this test, you’ll measure several physiological parameters – including your blood glucose level – before and after drinking a challenge shake. We provide detailed instructions so you can easily perform these measurements at home.

What kind of results and recommendations do you provide?

You’ll receive personalized diet and nutritional recommendations based on your Gut Intelligence™ and Metabolic Intelligence™ test results, so you’ll know which foods to enjoy, which to minimize, and which to avoid. You can track your progress over time by monitoring your Wellness Index in the Viome app, which includes your Gut, Body and Metabolic Scores.

I just signed up for Viome. What happens next?

We’re thrilled to have you! Once you’ve signed up, you should download the Viome app from the App Store. After logging in, you’ll need to answer some questions about yourself and your wellness goals. You’ll receive an email letting you know when your Viome Insight kits have shipped.

How are the Viome Insight kits shipped? How long will it take to receive them?

Your Viome Insight kits ship via the United States Postal Service. Once your kits have shipped, you can expect to receive them in 1-5 business days. Currently, our demand is high and it may take a couple of weeks for you to receive your first kit.

How does Viome differ from other microbiome testing companies?

Many microbiome testing companies perform 16S analysis, which sequences a small portion of a single bacterial gene. 16S analysis has poor resolution – it cannot distinguish between similar bacteria, nor can it identify all of your bacteria. As a result, this method can only detect large changes in your gut microbiome.

Unlike 16S sequencing, Viome’s technology quantifies the expression of genes from all of the microorganisms living in your gut. This analysis identifies all microbes, including viruses, bacteria, yeast, fungi, bacteriophages, and parasites at very high resolution (down to the strain level). Not only can our testing determine the composition of these organisms, we can also look at their function.

Unlike most other microbiome companies, we use your results to generate practical recommendations that form the basis for your wellness. By following Viome’s diet and lifestyle recommendations, you’ll be able to fine-tune the function of your gut microbiome to optimize your wellness.

How does Viome differ from lab tests that my doctor can order?

Viome is not a one-time test – our goal is to empower you with the tools to maximize your personal wellness. Our service is not intended to diagnose or treat any disease.

I changed my diet a few weeks ago. How long will it take to see effects on my samples?

Everyone is different. Depending on the current composition of your microbiome and how dramatically you’ve changed your diet, it can take anywhere from a few days to a number of weeks to affect your Gut Intelligence™ and Metabolic Intelligence™ results. You’ll repeat these tests quarterly, and we’ll adjust your recommendations based on changes in your microbiome and metabolism.

I follow a specific diet. Will the recommendations take my diet into account?

We’re in this together. Whether you are vegan, vegetarian, gluten-free, paleo, or follow any other specific diet, our recommendations will adapt to fit your dietary preferences.

Do you test for food sensitivities?

No. However, we’ll ask you about food sensitivities in the questionnaires included in the Viome app. If we suspect you have food sensitivities, we may suggest a specific diet to help elucidate them.

Does Viome recommend supplements? Can I buy them from you?

We may make supplement recommendations based on your unique results. Whether you choose to take them is completely up to you! Viome does not sell supplements, but the ones we recommend will always be of proven quality and easily accessible on the market.

I have struggled with an undiagnosed illness for years. Can Viome help?

Our service does not diagnose or treat any disease. However, we do generate a high-resolution view of your internal ecosystem, which may provide novel insights and help you manage your overall wellness.

If I sign up for Viome, should I still see my physician?

Viome’s service does not take the place of any health practitioner or physician, and should not replace your annual check-ups or health maintenance procedures.

Does Viome’s service need to be ordered by a physician?

No. You can sign up for Viome by clicking here.

Testing & Results

I just received my Viome Insight kits. Is there anything I need to do before I start my testing?

We recommend that you stop taking dietary supplements 1-2 days before you start your testing. You can resume taking supplements immediately after. Before starting your Gut Intelligence™ test, make sure to scan the QR code on the tube into your app by tapping “Add Information” then “Add Kit.” Before starting your Metabolic Intelligence™ test, please watch the instructional video and read the instructions thoroughly.

What are the ingredients in the glucose challenge pack that’s included in the Metabolic Intelligence™ kit?

The challenge pack contains glucose and cream of tartar.

I think I messed up one of my samples. What should I do?

If you have any questions or concerns about your samples, email us here.

I just sent my samples back to Viome. How long will it take to get my results?

Based on our current demand, we estimate that your results will be loaded into your Viome app approximately 4 weeks after we receive your sample. We appreciate your patience as we work to reduce this wait time.

If you need to redo any part of your Viome Insight kits, we’ll contact you directly.

I’m worried about the security of my data. What are you doing to make sure it stays secure?

At Viome, we take privacy and security very seriously. We keep your information safe from the moment you enroll, starting with our payment system, which has been certified with the most stringent level of security.

Viome App

Does Viome have an app?

Yes – this is the primary way you’ll interact with Vie, your personal wellness companion. After signing up on our website, you can download our app here and and log in with your email address and password.

I have an Android phone. Can I still use the app?

Our app is currently only available for iOS, but non-iOS customers can access the web browser version of our application.

I downloaded the app, but I haven’t received my verification code. What should I do?

First things first, make sure the phone you’re using is the same one you entered when you signed up. Then, make sure you’re using a mobile phone that can receive SMS messages. You can verify this by hitting the “Help” button at the top right side of the screen where you’ll wait to receive your verification code.

If you’re using a CDMA phone, you might not be able to receive SMS messages while you have a separate application open.

Eligibility & Membership

I live outside of the United States. Can I sign up for Viome?

Our service is currently only available in the United States, but we’re looking to launch globally in the near future.

In the meantime, you can sign up on our international mailing list here, and we’ll let you know when Viome becomes available outside of the United States.

Is Viome available for children?

Viome’s service is suitable for everyone, including children ages 0-18. We believe that Viome can be a useful tool for monitoring the development of your child’s microbiome as they get older. Infants are eligible to complete only the Gut Intelligence™ portion of our testing.

Customers under 18 will need to sign separate forms than the adult consent form that’s available on our website. If you would like to enroll a minor in our service, please contact us.

I only want to complete two of the four Viome Insight tests. Can I share my Viome membership with another person?

No. Viome is a personalized wellness service, and our results and recommendations are different for every individual who enrolls. Our analyses are only effective when we focus exclusively on you – and how your unique internal ecosystem is changing over time.

How often will I be billed?

Whether you sign up for our one-time payment or our monthly billing plan, you won’t be charged until your first Viome Insight kits have shipped to you. For the monthly billing plan, you’ll be charged once every month.

Can I receive a refund if I decide to cancel early?

Viome is an annual service. While you may opt out of participation at any time, the full subscription amount will be due regardless of early cancellation.

How can I renew my membership?

Your membership is automatically renewed at the end of the stated service period until canceled.

Can I use my health insurance to sign up for Viome?

At this time, we cannot accept health insurance or HSA cards as payment for our service.

I lost my credit card. How can I update it?

To update your credit card or any other account information (address, mobile number, etc.) email us with your phone number and the best time for a Viome team member to call you.

Do you have a phone number?

We prefer to use email and our app to communicate with customers. If you have questions that need to be addressed over the phone, email us with your phone number and we can give you a call back.

I just saw the Viome Basic plan on your website. I signed up for Viome a few months ago, but now I’d like to switch plans. Can I do that?

Yes! We’ve decided to provide a more affordable plan based on the feedback we’ve received from our customers. Our vision hasn’t changed, and we’re even more focused on positively affecting millions of people.
If you’d like to switch membership plans, please email us here. But remember – your current plan gives you insights 4 times a year, and Viome Basic only provides insights twice a year.

I'm already a Viome customer, and I was planning to sign up for the same plan next year. Is that possible?

Viome’s current annual plan will only be available until the end of this year of service. After this year, Viome Basic will be our only available plan.

Can I switch plans if I've already completed one Viome kit? What if I've completed two?

You can switch plans if you’ve already completed 1 Viome kit. You’ll receive your second kit six months later.
If you’ve been enrolled in Viome for more than 3 months and have already completed your second kit, you unfortunately cannot switch plans.

If I switch from the current plan to Viome Basic, can I receive a refund for the money I've paid?

Yes. We’ll refund the difference between the two annual plans. If you’re a monthly customer, bear in mind that you cannot switch from the current Viome monthly plan to the Viome Basic monthly plan. Instead, you’ll need to pay up front for your new plan, and we’ll deduct what you’ve already paid for your Viome membership.