Trouble logging in? Here's what to do.
Most login trouble comes down to one thing: SelfDecode has two separate logins, and signing in at the wrong one gives you an error even when your account is perfectly fine. Check which one is yours first.
Buying a DNA kit doesn't tell you which login is yours — the Essential, Essential Plus and Ultimate Bundles all include a DNA kit. What matters is whether you have a subscription.
- You have a subscription or bundle — log in at https://selfdecode.com/app/dashboard-v2/
- You don't have a subscription (you bought a DNA kit or individual reports on their own) — your account is on the Report Shop, a separate part of the site with its own credentials
Not sure which one you have? Get in touch and we'll check which account is yours.
"Wrong Username or Password" or "Your account doesn't exist"
This almost always means you're signing in at the other login. Check the two options above, then try again at the right one.
If you're already in the right place and still can't get in, select Forgot Password? on the login page to reset your password. See How to change or reset your password.
"Account Inactive: This account is inactive"
If you see this message and can't log in, get in touch and we'll review your account and restore your access as quickly as possible.
"Too many failed login attempts"
If you've entered the wrong password several times, your account locks temporarily as a security measure. You don't need to do anything — it unlocks automatically after one hour.
If you still can't get in after an hour, or you need access sooner, get in touch and we can unlock it for you.
Still Having Issues?
If you're logging in at the correct link and still see errors, get in touch and we'll pick it up from there. Our team is around seven days a week, and most messages get a reply within a few hours.
It helps to have these ready:
- The email address you use to log in
- A screenshot of the error message, if possible