How to Get Customer Support from SelfDecode
At SelfDecode, we prioritize fast, human support while also providing helpful self-service options so you can get answers quickly and easily.
Quick Help with AI
Click the blue Help bubble in the bottom-right corner of your screen and then select Quick Help with AI for instant guidance on:
- Navigating your SelfDecode account
- Understanding features and reports
- Step-by-step instructions for common tasks
A Note About Medical Questions and Results
The AI help bubble is great for site navigation, account management, and product questions—but it cannot answer medical questions or interpret your genetic results.
For personalized guidance about your health or DNA results, we recommend using DecodyGPT, our built-in AI health coach. DecodyGPT is designed to provide evidence-based insights tailored to your genetics.
Learn more about DecodyGPT here.
When to Email
For questions that require personalized attention—such as billing issues, subscription changes, or account-specific concerns—email is the best way to reach us:
💌 Email: support@selfdecode.com
Our team will provide detailed, carefully researched responses tailored to your situation.
Why Email Works Best
- Detailed & Accurate Responses – Email allows us to give well-researched, precise answers tailored to your needs.
- Helpful Resources – We can easily include links to help articles, screenshots, and step-by-step workflows, so you have all the information you need in one place.
- Reference Anytime – Unlike a phone call, you can refer back to our emails at any time, making it easier to follow instructions and troubleshoot issues.
- Faster Resolution – By keeping support online, we can streamline our responses and ensure that the right team members address your inquiry.
Important Notes
- We do not offer phone support.
- The AI help bubble is best for general questions, site navigation, or product guidance.
- Email is best for account-specific or billing questions.
Need Help? Here Are Some Useful Resources:
- Getting Started with SelfDecode - Choose a plan that works for you!
- Navigating Your SelfDecode Account – Learn how to use all of SelfDecode’s features.
- Managing Your Account Settings – Update your personal details, subscription, and preferences.
- What Is SelfDecode? – How we analyze your DNA and provide personalized health insights.
- Frequently Asked Questions – Get quick answers to common inquiries.