BIOFIRE® Pouch Credit Reimbursement

NOTICE: Please note that bioMérieux has implemented changes to the current BIOFIRE pouch credit policy. Beginning October 1, 2026, bioMérieux will only process pouch credit requests within 90 days of the reported failure. Pouch credit requests received beyond this time, illegible or handwritten submissions, and submissions with inaccurate and/or incomplete information will not be processed.

Eligibility

bioMérieux is committed to ensuring the quality of its products and will provide credit for pouches lost due to instrument error or pouch malfunction. 

Eligible for Credit:  

    • Pouches failed due to manufacturing issues (control failure, hydration failure, loss of vacuum, missing chemistry pellet, pouch leak, extra chemistry pellet, missing desiccant) 
    • Pouches lost due to instrument error  
    • Pouches used to validate a replacement/repaired/loaner instrument (maximum of six pouches per panel type per instrument) 
    • Pouches used during troubleshooting (when recommended by Technical Customer Support) 

Ineligible for Credit:

    • Pouches provided at no charge 
    • Pouches with an “Equivocal” or “Uncertain” result 
    • Pouches expired at the time of testing 
    • Pouches with discrepancies 
    • Pouches used off label 
    • Pouches lost due to user error 
    • Pouches used to troubleshoot without direction from Technical Customer Support 

Pouch Credit Process:

Pouch credit requests are processed on a first-come, first-served basis. bioMérieux strives to complete processing within one week of receipt, though processing times may vary based on overall request volume. Once bioMérieux receives a pouch credit request, the Technical Customer Support team creates a case to verify the information provided and log the failure. Credits are then processed by the Accounting team and, once completed, a credit memo number is created and can be applied to a current invoice when referenced. 

It is recommended that customers submit multiple pouches per credit submission for faster processing time. 

Contact Information

For additional questions, please contact BIOFIRE Technical Customer Support: 

  • Phone: +1 (800) 682-2666 (Option 1 for Technical Support, then Option 3 for BIOFIRE Support) 

Email: biofiresupport@biomerieux.com 

 For questions regarding the use of credits, please contact bioMérieux Accounting: 

Email: AR@biomerieux.com 

Pouch Credit Process FAQ

The Kit Lot and Product Part numbers are located on the front label of the pouch Kit box. The Product Part number is displayed on the top right-hand corner of the box. The Kit Lot number is located directly underneath the Product Part number.

Control failures will be documented on the top right-hand side of the run report, in the Run Summary section. If the Controls field shows “Failed”, a control failure has occurred.

When a pouch is injected, the hydration and sample solutions will completely fill wells 1-11, as shown in the picture below. Well 12 should be empty prior to the run. If the wells do not completely fill a hydration failure has occurred.

  • A loss of vacuum error occurs when the mylar bag is not sealed air tight around the pouch canister. If the mylar bag is correctly sealed a distinct “whoosh” sound will be heard when opened.
  • If the mylar bag is not sealed air tight the pouch may still function properly and should be verified by injecting the hydration solution. If the pouch wells hydrate correctly, the pouch can still be used on the BIOFIRE® FILMARRAY® System. If the pouch fails to hydrate properly, the pouch should be discarded and a loss of vacuum error should be recorded.

BIOFIRE® SPOTFIRE® System

  1. Select Settings and then Audit Log 
  2. Open desired event/error.  You can also use advanced search to search by source, type, event, or date 
  3. Error code should be displayed

BIOFIRE® FILMARRAY® TORCH

  1. Select Browse Runs in the top menu.
  2. Use the search icon to search for runs.
  3. Select a single run from the table → Select View Report → Click Actions → Select Show Run Details → Look for error code.

BIOFIRE® FILMARRAY® 2.0 

  1. In the Browse Runs tab, highlight the run you wish to view.
  2. Right click, and in the drop-down menu, select Show Run Details
  3. A new tab will open; navigate to the Errors Section and look for an error code.
  4. The error codes typically follow the formatting of a letter and three numbers.
  • The instrument serial number (SN) is found in the Run Details section at the bottom of the test report.
  • The SN can also be found on the back of the BIOFIRE® FILMARRAY® Instrument and BIOFIRE® FILMARRAY® 2.0 Instrument. To find the SN on the BIOFIRE® FILMARRAY® TORCH, remove the magnetic face plate on the front of the module. (See images below.)

If “Controls: Failed” then the run was complete, but at least one of the pouch controls failed.  (see: How is a control failure identified?)

If “Controls: Invalid” then the run did not complete (typically this indicates a software or hardware error).

To receive credit for an invalid control, please provide any error codes displayed during the run and the Run Status field (found in the Run Details section of the report). (see: How to Retrieve Instrument Error Codes)

Pouch Credit Reimbursement Form:

  • For instructions on filling out this form, please refer to the FAQs above. Please note that some of the fields below have changed. If you have any issues with this form please clear your cache and try again. If you continue to experience issues please contact Customer Technical Support at biofiresupport@biomerieux.com.
    PLEASE NOTE, dropdown selections have changed.
    Kit Lot #QuantityFailure TypeNotesInstrument Serial* (Serial # Format: 2FAxxxxx, TMxxxxx, SMxxxxx)Failure Date