Troubleshooting DNA file uploads

Most DNA upload problems come from uploading the wrong file, or a file that changed after you downloaded it. If your upload fails, you’ll see an error on your My Account page. Email support@selfdecode.com and our team will help you get it working.

New to SelfDecode?

Start at Upload your DNA file. Once you’ve purchased the Upload Your DNA option, open your dashboard (https://selfdecode.com/app/dashboard-v2/) and you’ll be prompted to upload your file.

Which file should I upload?

Upload your raw DNA data file. This is the file your DNA testing company provides with your genetic data. Don’t upload a summary or report.

These files won’t work:

  • PDF reports or summaries from your DNA testing company
  • Screenshots or photos
  • Lab or bloodwork results. Upload those to Lab Analyzer instead
  • The 23andMe Ancestry Composition file. It contains your ethnicity breakdown, not your raw data.

Tip: Your 23andMe raw data file downloads as a .zip file whose name begins with “genome.”

Find step-by-step download instructions for your provider:

See the full list of providers we accept: What other companies do you accept DNA Files from?

Which file formats do you accept?

SelfDecode accepts most standard raw DNA file formats, including .txt, .csv, .zip, and .gz files. For Dante Labs, Nebula Genomics, and other whole genome scanning (WGS) files, we typically support the VCF format. For Sequencing.com, upload either the Ultimate Compatibility file or the whole genome VCF file.

Should I unzip my file before uploading?

No. Upload your file exactly as you downloaded it. Unzipping is an extra step that can potentially alter or damage your file.

  • Leave .zip files zipped. The zip should contain only your raw DNA file.
  • Avoid opening, editing, or re-saving your file before uploading.

Raw DNA files from the providers we accept don’t typically run into file size issues.

How long does processing take?

Most files finish scanning within 2–5 hours. When upload volume is very high, it can take up to 12 hours. You don’t need to keep the page open. We’ll email you when your analysis is complete.

What if my upload seems stuck?

If your file is still processing after 12 hours, email support@selfdecode.com with the email address on your account. Our team will check on it for you.

What does it mean if my upload failed?

If your file can’t be processed, your My Account page will show an error message asking you to contact support. Common causes include:

  • The wrong file was uploaded, such as a PDF report or an ancestry file
  • The file was damaged or incomplete
  • The file needs a small format adjustment before we can read it

Our team isn’t notified automatically when an upload fails, so please email support@selfdecode.com and include:

  • The email address on your SelfDecode account
  • The company your DNA file came from

In many cases our team can adjust your file so it processes, usually within 1–2 business days. If your file can’t be used, we’ll tell you exactly what’s needed, such as a fresh download from your provider. You must contact us in order to upload a different file.

Why don’t I see the option to upload my file?

This usually means a SelfDecode DNA kit order is already in progress, or a file has already been uploaded to your account. Each profile holds one DNA file. Learn more:

What if I uploaded the wrong file?

Each profile supports one DNA file, so replacing a file that has already processed may involve a fee. Email support@selfdecode.com and we’ll walk you through your options. You can check which file you uploaded here: What DNA file did I upload?

Still need help?

Email support@selfdecode.com with your account email and the company your file came from, and we’ll get you sorted.

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