My Big Y-700 says completed, but I can't see my results yet.
Big Y-700 results post in stages, so your order can show Completed while part of the analysis is still finishing. The Y-111 STR results usually post before the Big Y SNP results, and you will get an email at each stage.
Order History says Completed, but my results page still says Analyzing Data. What's going on?
Big Y-700 uses more than one lab procedure, and each one finishes on its own schedule. An email or a Completed status can arrive before every part of your results, such as SNPs or matches, is showing.
Your browser may also be showing an old copy of the page. Clear your browser's cache and cookies, then sign in again.
If you have cleared your cache and your Big Y results page still says Analyzing Data, or it keeps sending you back to Order History, contact Customer Service with your kit number so we can check it for you.
My haplogroup looks very broad. Is that my final result?
Not necessarily. Big Y-700 results are updated over time as more people test and new branches are added to the Y-DNA Haplotree, so your placement can become more specific later. If you would like someone to review your placement, contact Customer Service and ask for a Big Y specialist.
The Block Tree shows a country flag that doesn't match my family. What does it mean?
The flags on a branch show the top four paternal countries of origin reported by the testers on that branch. This is information testers enter about their own earliest known paternal ancestor, so it is self-reported and may not reflect where the branch actually came from. It only includes testers whose haplogroup was confirmed by SNP testing, such as Big Y. Transfers from 23andMe and AncestryDNA are not included.
A flag from another country usually just means another tester on your branch reported that country for their paternal line.
Is there another tester on my branch from that country? Can you tell me his surname, where his ancestor came from, or how to contact him?
No. We never share another tester's personal information, including their surname, their ancestor's location, or how to reach them. If that person is one of your Big Y matches, you will see whatever details they have chosen to share on your matches page, and you can contact them from there. Joining a surname or haplogroup group project is another good way to connect with people on your branch.
How do I contact my Y-DNA or Big Y matches?
Open your Y-DNA or Big Y matches page. Each match shows the details that person has chosen to share with their matches, and you can contact them from there. We cannot give out a match's contact information. If a match has not shared contact details, try a surname or haplogroup group project, where administrators often help members connect.
How do I reach someone about my Big Y results?
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.