Most sign-in problems are fixed by requesting a password reset email from the sign-in page. The reset email goes to the primary email address on your kit.
Why am I locked out, and why can't I log in?
Accounts lock for one of two reasons:
- Too many failed sign-in attempts.
- You haven't signed in since April 2025 and your password doesn't meet the current requirements.
In both cases, request a password reset email from the sign-in page. The email goes to the primary email address on the account. See Forgotten Password or Kit Number for the steps.
If the sign-in page warns that you have one more try before your account locks, stop and request a password reset instead of trying again.
My password does not work. What are the password requirements?
Your password must be 12 to 25 characters and include:
- at least one lowercase letter (a-z)
- at least one uppercase letter (A-Z)
- at least one number (0-9)
- at least one special character, such as ! @ # $ % ^ & *
It cannot match a previous password. On the reset page, each requirement shows a check mark once your new password meets it.
Why do I have to change my password?
In April 2025 we introduced stronger password requirements for all accounts. Older passwords that do not meet the new requirements no longer work, even if your browser saved them. Request a password reset email from the sign-in page and set a new password that meets the requirements above.
I have not signed in for years and my saved password says my sign in is incorrect.
We introduced stronger password requirements in April 2025, and older passwords that do not meet them no longer work, even if your browser saved them. Request a password reset email from the sign-in page and set a new password that meets the requirements above.
I manage more than one kit. Do I reset them all at once?
No. Each kit has its own password, so reset each kit separately. Resets are handled per kit, not per email address.
I do not have access to the email on my account anymore.
A reset email cannot reach an address you no longer use. Contact Customer Service. We will confirm that you are the primary contact, kit manager, or authorized project administrator for the kit, then update the email address so you can reset your password.
My two-factor authentication code never arrives.
Check your spam or junk folder, and make sure the code is going to the email address you selected during setup. Do not leave the setup page while you look for the email, because leaving the page cancels the code. Open your email in a new tab or on your phone instead. If no code arrives after you request a new one, contact Customer Service.
Is there a FamilyTreeDNA mobile app?
No. FamilyTreeDNA does not have a mobile app. You can sign in and see your results in the web browser on any phone, tablet, or computer. Go to familytreedna.com, select Sign In, and enter your kit number and password.
What if the reset page says my email isn’t registered?
The reset email can only go to the primary email address on your kit. Try the email address you used when you ordered or registered the kit. If that address no longer works, follow the steps above for an email address you can no longer access.
Where can I find my username?
Usernames are only used for Group Project Administrator accounts. These allow our volunteer Group Project Administrators to access the groups they manage. Individual accounts do not have a username and can be accessed by kit number.
What is GAP?
GAP stands for Group Administrator Page and is the interface used by group administrators to manage their group projects. Individual kits do not have a GAP account or a GAP username.
Can I change my kit number or username?
Your kit number is tied to our lab system to ensure that the correct sample is processed whenever you buy a test on that account. Keeping the same kit number helps to ensure your results are being processed accurately at every step. For this reason you are unable to change your kit number.
If you are a group administrator username is tied to the project you administrate, and for that reason, it too, cannot be changed.
Can I combine my kits into one account?
Each kit is tied to a specific DNA sample in our lab and in our database. For this reason we are unable to combine kits into a single account. However, one option is to create a private group project to manage the various kits you manage for friends and family members. TO learn more about private projects and how to apply, take a look at this article.
Still need help?
Contact Customer Service through our Contact Us form or call +1 713-868-1438, Monday, Tuesday, Wednesday, and Friday between 9 AM to 5 PM CT. Our chat assistant cannot see your kit details, so a person on our team needs to help with anything specific to your account.