I got an email asking me to respond about my test status. What does it mean?
It means our team needs something from you before your test can continue. Reply directly to that email with the information it asks for. Most of the time, it is one of these: a new DNA sample, a missing detail on your consent form, or a question about who took the test.
This email is not a new match notification and it is not an advertisement. Please do not ignore it. Your test may stay on hold until we hear from you.
Which email is this about?
These emails come from FamilyTreeDNA Customer Service about a specific kit. The subject line usually looks like one of these:
- Family Finder Test Status - Please Respond
- mtDNA Test Status - Please Respond
- mtFull Sequence Status - Please Respond
- Family Finder Upgrade Order Status - Please Respond
- Big Y-700 Order: New Samples Requested
- Family Finder Testing Failure
Why are you contacting me?
Our lab checks every sample for quality and makes sure it matches the person named on the kit. We reach out when one of those checks needs your help. Common reasons include:
- Your sample did not pass quality control. This can happen when there is not enough DNA in the sample, or when something like denture adhesive or a recent illness affected it. If we have a stored sample, we use it first. If we do not, we mail you a new collection kit.
- Your DNA Processing Consent Form is missing information. The form needs the name, month and year of birth, genetic sex, and signature of the person who took the test, and the details have to match the kit.
- We need to confirm the tester's genetic sex. We use genetic sex to make sure the sample belongs to the test taker and that we can run the test you ordered. It does not refer to gender.
- We found more than one person's DNA on the kit. This can happen if two people swabbed with the same kit or a replacement kit was used for someone else.
What should I do?
- Read the email to see what it asks for.
- Reply to that same email with the information, so it goes straight to the team working on your kit.
- If we are sending a new collection kit, check that the mailing address on your account is current. You can update it in Account Settings under Contact Information.
- When the new kit arrives, use it only for the person named on the kit. Do not use it for anyone else.
Will this delay my results?
Yes, usually. If a test has to be rerun, it starts from the beginning and follows the current average processing time, even though reruns get priority. If we are waiting for a new sample, the clock starts again when the new sample reaches our lab. You can see current processing times in our Test Results Processing Times article.
What if the person who took the test has passed away?
Reply to the email and let us know. We will check whether there is a stored sample we can use and explain what options are available. Please don't order a new kit for a deceased tester before talking with us.
I didn't get the email, but my test seems stuck. What should I do?
Check your spam or junk folder for any of the subject lines above. We send these emails to the primary email address on the kit, so make sure that address is current. If you still can't find it, contact Customer Service.
Is my test completed? Can you check my test status?
Our chat assistant cannot see your kit, so it cannot check your test status. Sign in to your account and open Order History to see where each test is and its batch date. You will also get an email when results are ready. If your test is past the average processing time in our Test Results Processing Times article, contact Customer Service.
I ordered an upgrade on my existing kit. Why isn't it moving, and how long will it take?
Upgrades and add-on tests use the DNA sample we already have stored for your kit, so nothing ships to you and there is no tracking number to follow. Your test is added to a lab batch the week it is ordered and paid for. You can see its status and batch date in Order History.
An upgrade takes the same time as that test does for a new kit, because the lab runs it on your stored sample. For example, a Family Finder upgrade follows the Family Finder processing time. Current times are in our Test Results Processing Times article.
Once in a while, the lab needs a new sample to run an upgrade. If that happens, we will email the primary email address on your kit and mail you a new collection kit. In that case, the clock starts when your new sample reaches our lab, not on your batch date.
If your upgrade is past the average processing time, contact Customer Service.
How do I reach Customer Service?
Reply to the email you received, use 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.