Troubleshooting & Errors
Fix login issues, upload errors, and other technical problems.
- Kit Registration Issues
- How to open your raw DNA file
- Trouble logging in? Here's what to do.
- How to change the email address on your account
- How to open a private or incognito browser window
- Why aren't my reports generating?
- How to clear your cache and cookies
- Why are certain SNPs missing?
- My SelfDecode DNA file doesn't work with another service
- Where are my results?
- Trouble downloading your report? Here's what to check
- Having trouble with the website or checkout?
- Troubleshooting Navigation Issues on Mobile