Account & Sample registration

How can I reset my password?

Click on the link for “Forgot Your Password” in the Login window.

You will be directed to another site where you are requested to enter your email address. Select “Your Security Question” from the drop-down menu and type in “Your Security Answer” in the below field.

Then click on the “Continue” button. An email with further instructions will be sent to your inbox.

How can I reset my password but have forgotten my security question?

If you cannot reset your password, because you have forgotten your security question please contact us via

How can I delete my account?

To delete your account please contact our customer support center at Your account will be deleted during 10 business days. Please note that after your account is deleted you won’t be able to bring it back.

Why do I need to register the kit?

Your barcode adds an additional layer of security for your genetic data and results. When sending your sample to the laboratory, we use the barcode rather than your name to protect your anonymity.

If you do not register your kit, your report won’t be available online.

How do I register my kit?

Before you return your sample, ensure that you have registered your kit.

You can do this by clicking on the “Register your kit” button on our website at and creating a new account. If you already have an account, access your profile by logging in through the “My account” button. Then click on “Register your kit”.

Follow our instructions. After you have successfully registered your kit you will receive an email confirmation. The timeline in your online profile will show that your “Kit (is) registered”.

Where can I find the barcode for registration?

The barcode is located on the kit’s test tube and is 8 digits long. Do not include the * when registering your sample.

Still have questions?