Why do I have to change my password?
To ensure your account remains secure, we are implementing new password guidelines. As part of this, we are requiring all users to update their passwords. This simple step significantly reduces the risk of unauthorized access, demonstrating our commitment to protecting your privacy and sensitive information. We understand this might be an inconvenience, but it's a vital measure in our ongoing efforts to safeguard your data. For help with changing your password, take a look at this article.
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.
I am locked out of my account. Why?
There are two main reasons you may be locked out of your account:
- You have too many failed sign-in attempts ad must request a password reset email.
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On April 1, 2025, we implemented mandatory password strengthening measures to ensure the safety and security of our database. Passwords that do not meet these requirements are no longer valid.
If you have not signed into your account since April 1, 2025, you will find you have been locked out of your account for security precautions. If you have been locked out, you will need to request a password reset email be sent to your primary email address.