Support Center
How can we help you?
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DNA Testing
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- How do I order a DNA test?
- What is the age requirement for taking the DNA test?
- Can I swab more than one person with the same kit?
- There are several swabs in the kit. Do I need to collect samples using all of the swabs provided?
- How is the DNA sample collected?
- What are buccal cells?
- What is the difference between collecting blood versus collecting buccal swabs?
- Is blood more accurate than buccal cells?
- What are the steps involved in taking a DNA test?
- What is inside the DNA testing kit?
Test status and results
- Where can I view my test results?
- How will I receive my results reports?
- Can I download and print copies of my test reports?
- How long will I be able to view my test reports?
- Can I view the reports from different family members in my account?
- Someone else in my family has a DNA test which is registered to his own account. How can I view his results from my account?
- I want to share some reports from my account with someone who already has an existing account. How can I do that?
- How long does testing take?
- How can I check the status of my test?
- How will I know if my test is done?
- How will I know if you had sent out my kit?
- How will I know if you received my DNA sample?
- How will I know when my test is done?
- How can I check my test status if I can’t remember my password?
- I can’t remember my Order ID#. Is there any way to check my test status?
- I didn’t order the test kit so I don’t know the password. Is there any way for me to check the test status?
- Where can I find the Order ID#? Is it printed on the test kit?
- What is the difference between the Order ID#, the Kit # and the Activation Code?
- What does pending status mean for my DNA test?
- Will I receive a notification when my DNA test is complete?
- How do I share my DNA test report?
- How do I get more markers for my DNA ancestry test?
- I want more DNA tests. Can you use the DNA sample from my previous test or do I need to send in a new sample?
- Can I get extra copies of my test report?
Activating test kit
- Why do I need to activate my test kit?
- What happens if I send the kit back without activating my kit?
- How do I activate my test kit?
- Can I activate more than one test kit onto the same account?
- Do I need to create a new account for each test kit?
- How can I manage the test reports of multiple family members from one account?
- Can I purchase a kit for someone else as a gift?
- Will I be able to view the results if I order the kit for someone else?
- How can I activate my kit if I lost my activation code?
- Is kit activation mandatory?
- Where can I find the activation code for my kit?
- Why doesn’t my kit have an activation code?
- Why does it say that my kit has already been activated when I don’t remember ever activating my kit?
Shipping and receiving
- Can the test kits be shipped overseas?
- If I live outside the country, can you still ship the kit to me?
- What types of shipping options are available?
- What is the cost for shipping of the test kits?
- Is there an extra cost for international shipping?
- How long does it take for me to receive the kit?
- How soon is the kit shipped out after the order is placed?
- How do I ship the kit back to the lab for testing?
- What happens if I didn’t receive my test kit?
- What do I do if I have lost or accidentally destroyed my test kit?
- I want to order a relationship testing (paternity testing) kit but the parties to be tested do not live in the same city. Can the kit be split?
Sample collection
- How do I collect the DNA sample?
- What if I can’t collect a buccal swab sample. Do you accept any other sample types?
- Do you accept forensic samples such as hair or nails?
- What if the person that I wish to test is deceased?
- Does the test kit have an expiration date?
- After I collect the samples, how soon do I have to send it back for testing?
- How long do you keep the samples after testing is completed?
- What happens to the samples after testing is completed?
- Can I get the DNA sample back?
- Under what circumstances would a sample recollection be required?
- What happens if I forget to sign the consent form on the specimen envelope?
- Can the kit be shipped discreetly?
Getting ancestry upgrades
- If I have already taken an ancestry test and wish to order an upgrade, is a new kit required or can you use the DNA from my original kit?
- Can I use my existing samples from an ancestry test for an upgrade other than ancestry?
- How will I know if I need to collect another sample for my ancestry upgrade test?
Purchasing
- What is the currency of the prices shown?
- What currency will be billed to my credit card?
- If I don’t have a US dollar credit card, can I still make a purchase?
- What name will show up on my credit card statement?
- Can I order the tests in bulk?
- Can I get a discount if I order a large number of tests?
- Do you have a reseller or affiliate program?
Returns
Share DNA test reports
- How do I share a test report?
- How do I ask a family member to give me access to his/her test report?
- What is the difference between “full access” and “limited access” when I am sharing a test report with someone?
- How can I un-share a test report?
- How can I change the access level of a report that I am sharing with someone?
- Who has permission to un-share a report or change access levels?
- If I share a report with someone, does it mean that they can also access my family tree?
- I want to access a report that a relative had activated onto another account. How do I do that?