23andMe Registration Trouble?

Creating a new account

To create a 23andMe account, go to https://www.23andme.com/start.

Here you will enter your name and the email address you want your account to be under; be sure that the email address you choose can send and receive emails. You will also be asked for your birth date (remember that the account owner must be over 18) and required to set an account password.

Alternatively, you may create a 23andMe account with a third party service, such as Google or Apple®. If you choose to create a 23andMe account using your Google or Apple account, click “Sign up with Google” or “Sign up with Apple” to set up your 23andMe account. If you choose to create your 23andMe account with this option, you will not be required to complete the above information; the information listed on your Google or Apple account - your name, birthdate, email address, and password - will be linked to your 23andMe account. You will need to read and agree to our Terms of Service and Privacy Statement before the account is created, but will not need to confirm your email address before being able to register your kit.

If you create your account on the 23andMe website (not using your account with a third party service), we will ask you to confirm your email address. The confirmation email should appear in your email account within a few minutes, but can take up to 24 hours (depending on your service provider) or might be in your trash or spam folders. Once you have located this email, follow the instructions to confirm your email address and activate your account. If you set up your account using a third party service, this step is not required.

Next, you will need to enter your kit’s barcode and complete registration.

• You will be directed back to a page where you can enter your kit’s 14-digit barcode number (you can enter it with or without the dashes).
• If you left the 23andMe website after confirming your account creation but before you completed the registration process, just navigate back to https://www.23andme.com/start and select the Sign In link and enter your account’s credentials or sign in with your Google or Apple account.

Logging into an existing account

To register to an existing account, navigate to https://www.23andme.com/start.

Click the Sign In link and enter your account email address and password or click "Sign in with Google" or “Sign in with Apple”, depending on how your account was configured. If you forgot your password, you can reset it here.

Why do I have to register my kit barcode?

Registering the barcode located on your saliva collection tube allows us to connect that tube to you and your account. Without the registration process, we wouldn’t know who provided the sample or which account to display the results in. For these reasons, we are unable to process unregistered samples.

To begin registration, navigate to https://www.23andme.com/start.

If I purchased through the 23andMe online store, do I still need to register my kit barcode?

Yes. Registering the barcode located on your saliva collection tube allows us to connect that tube to you and your account. Without the registration process, we wouldn’t know who provided the sample or which account to display the results in. For these reasons, we are unable to process unregistered samples.

If you already mailed back your sample without completing registration or noting the barcode, the email address listed on the order will receive an email with your barcode once your sample arrives at our laboratory. Using the barcode provided in that email, you can register your sample at https://www.23andme.com/start.

Learn more.

I received 23andMe as a gift, how do I get started?

To get started with the 23andMe experience and receive your reports, you will first need to register your kit:

• If you already have a 23andMe account, use the Sign In link during the registration process and enter your account’s email address and password. If you created your 23andMe account using your Google or Apple® account, click “Sign in with Google” or “Sign in with Apple” to get started.
• If you are new to 23andMe, you can create an account at the beginning of the registration process.

To begin registration, navigate to https://www.23andme.com/start.

Can I register anonymously?

We have designed our service to give customers control over how much information they share. That includes giving our customers the prerogative to use a pseudonym when connecting with other 23andMe customers, if they wish.

But no matter how you choose to identify yourself in our online community, our Terms of Service require that you provide true and accurate registration information and submit either your own saliva or that of a person from whom you have authorization. What this means is when you register your kit, you must use your real name. Once your kit has been registered, you may change your online profile name to any name you wish to use from within your account settings.

Once your sample reaches the laboratory, it is identified by the unique anonymous barcode printed directly on the sample tube. Your ordering information (shipping address, credit card information, etc.) is stored separately from your genetic data, and connecting the two would require breaching several layers of security.

Learn more about 23andMe Privacy.

Can I share an account with a family member?

Yes. You can share an account with a family member. However before registering multiple kits under the same email address, please review the Account Options for Families help article which outlines some considerations between establishing a shared or separate accounts for family members, and instructions on how to register multiple kits to the same account.

Should you decide to share a single account, only one profile will be visible at a time. You will need to navigate between the multiple profiles in order to see each profile’s information.

Can I give a kit to someone other than the person I listed when the kit was purchased?

Yes. You can give an unregistered collection tube to someone else. It is only during the registration process that a collection tube is connected with a specific person. The new recipient can start the registration process by navigating to https://www.23andme.com/start.

If the collection tube has been registered or the new recipient is receiving a “This barcode has already been used” error message during registration, please contact us from the registered email address and we will outline the available options. It is important to note that replacement kits provided to an individual following a sample failure cannot be transferred to another person.

What browser should I use to register a kit?

The 23andMe website supports the latest versions of Chrome, Safari, Firefox, and Microsoft Edge. We recommend using the most up-to-date browser version available. If the system that you use does not support an upgrade to the latest version of your preferred browser, we recommend downloading Chrome for the best site experience.

Alternatively, the 23andMe mobile app can also be used to register your kit. Learn more.

In order to enjoy all of 23andMe's website content and features, the following settings are also required:

• JavaScript enabled in your browser
• The latest version of Adobe Flash Player installed
• Cookies enabled in your browser

Please ensure that you are using one of the supported configurations above.

If you experience site issues while using a supported configuration:

• Keep in mind that some extensions or add-ons may compromise compatibility with our site.
• Make sure your browser is up-to-date.
• Try a different browser.
• If you are using a mobile device, try a desktop computer.

Contact us if the issue persists across multiple browsers or devices.

Do I need an email address and a computer in order to register a kit?

Yes. You will need to have a valid email address from which you can send and receive messages, and access to a computer or mobile device that connects to the internet in order to register your kit and access your reports when available.

The information available to you from the 23andMe Service will be presented in the context of our web-based reports and features accessible through your account online. Within your online 23andMe account, you will have the ability to print individual reports or a summary of all your results. However, 23andMe is exclusively an online service, and we do not provide a printed or printable report via mail or email.

Where can I find my barcode?

The 14-digit barcode is located on the side of the collection tube included in your kit. The barcode sequence will be displayed in the following format: "XX-XXXX-XXXX-XXXX". You can enter your barcode number either with or without the dashes.

If you purchased through the online 23andMe store and mailed your sample before completing the registration process, you will be able to register your sample once it arrives at the lab.

Learn more.

I already mailed back my sample, what do I do now?

If you purchased through the online 23andMe store and mailed your sample before completing the registration process, you will be able to register your sample once it arrives at the lab.

Learn more.

Where do I go to begin registration?

To begin registration, navigate to https://www.23andme.com/start.

How do add another kit to my account?

If you are participating with family or other members of your household, make sure that you each register the barcode that corresponds to the kit you use to provide your sample. Registering kits correctly will help avoid delays and issues with returning your reports. You have the option to register kits into a single account under a single email address and password, or to have individual accounts.

We encourage you to review these important considerations before registering multiple family members to a single account.

To begin registration of an additional kit, navigate to https://www.23andme.com/start and select the Sign In option at the bottom.

After entering the kit barcode, you will be prompted to select whether you or someone else will be using the kit in question. In most instances, the individual registering should select "I will be using this kit." You should only select the other option if you will be registering on behalf of someone else, such as a child under 13 who cannot have his or her own account.

Navigation

Once you have registered profiles into a shared account, you will be able to navigate between profiles by selecting the profile name in the upper right corner and then clicking the desired profile from the list. Note that for accounts with more than 3 profiles, you will first need to select Switch Profiles from the dropdown menu.

I’m not sure if I already have an account.

A 23andMe account is not automatically created when you place an order. Most customers create an account once they receive their kit and are completing registration. We suggest filling out the fields under Register Your Kit if you are unsure whether you have already created an account.

If you try to sign up with the email address of an existing account, you will receive an email titled “Account Creation Attempt Made” which indicates that an account already exists. You will have the option of resetting your password by following the prompts in the email. Instead of creating a new account, click Sign In located below the Register Your Kit box and enter your email address and password to login. If you set up your account using Google or Apple®, you will need to click "Sign in with Google" or “Sign in with Apple”, depending on how your account was configured. You will then be able to register your kit.

Forgot your password?

I’m getting an error

Please select your error from the list below:

• Sorry, we are not able to accept your registration at this time
• This barcode has already been used
• This barcode is assigned to a profile that does not belong to this account
• Invalid barcode
• The kit has expired
• Site error

Sorry, we are not able to accept your registration at this time

If you contribute or otherwise provide your own Genetic Information, you must be eighteen (18) years of age or older to read and agree to the Terms of Service on behalf of yourself or those for whom you have legal authority to agree. When creating the account, make sure the owner of the account is over 18 years old.

This barcode has already been used

You may have already completed the registration process for this kit. To confirm, either search your email for the registration confirmation message, or sign in to your 23andMe account and look for the sample status timeline on the homepage. If your kit is registered, your sample status will reflect your kit's progress; if you have not yet registered, click the Register a Kit button to begin.

This barcode is assigned to a profile that does not belong to this account

This indicates that the kit in your possession is assigned to a profile under a different account. There are two types of assigned kits – replacement kits, and Chip Upgrade kits. These kits can only be registered to their assigned profile.

To register your replacement kit or Chip Upgrade kit, log in to your 23andMe account and enter your barcode (https://you.23andme.com/start/barcode/). Contact Customer Care if you are still unable to register your kit after confirming that you are signed in to the correct account.

Invalid barcode

Make sure you are entering the barcode as it appears on the side of your 23andMe collection tube. The barcode is 14 digits and will appear in the following format: XX--XXXX--XXXX--XXXX

You can enter the barcode either with or without the dashes.

If you are entering the barcode accurately and still receive an "Invalid barcode" message, please contact Customer Care and include your barcode. If you requested a refund or replacement for a kit that you ended up receiving, the barcode may have been invalidated.

The kit has expired

We recommend that customers use their kits within12 months from the date of purchase. Kits purchased over 12 months before use will need to be replaced. Contact Customer Care to request a free replacement Make sure to include the kit barcode in your message.

Site Error

If you are receiving a site error, please contact us; be sure to include details about the site error and if possible, a screenshot.

I mistyped my email address when I created my account

If you mistyped your email address when creating your account, simply go through the creation process again using the correct email address. You can let our Customer Care Team know about the incorrect email address by contacting us.

I didn’t receive the email address confirmation email

If you haven’t received the email address confirmation message, we suggest trying the following:

• Check your spam and trash folders for emails from donotreply@23andme.com.
• Check your email later. There may be a delay in sending or receiving this email. Typically customers will receive the email within a few minutes but in some cases it may take up to 24 hours.
• Check the spelling of the email address you provided, and make sure that the email address is able to send and receive emails.
• Send an email to donotreply@23andme.com and contact us to resend the confirmation email.

I already confirmed my account, how do I continue registration?

If you navigate away from 23andMe after confirming your account email address, you can continue registering using the Sign In link.

I’m not sure I registered my barcode

Registration information is saved only once the process is completed and confirmed; you will receive an email confirming that your kit was registered. If you do not receive the email and you are not sure if you completed the registration process, you can check in a few ways:

• If you still have your kit and barcode, enter the barcode on the barcode entry page. If you are not already logged in to your account, you will need to enter your email address and password before entering your kit barcode. If the kit is registered, you will see a message that "this barcode has already been used."
• If you do not have your kit, sign in to your 23andMe account and look for the sample status timeline on the homepage. If your kit is registered, your sample status will reflect your kit's progress; if you have not yet registered, click the Register a Kit button to begin.

How do I confirm that I completed registration?

Once you have completed the registration process, you will receive an email confirming that your kit was registered. After registration, you can provide your sample and track the status of your kit from your profile homepage.

I registered multiple kits to my account, but we want separate accounts. How can I transfer a profile out of my account?

We can help! Contact us from the email address of the account where the kits are currently registered.

How do I unregister a kit from my account?

If someone other than the person who registered the kit will be using it, contact us for assistance.

You have questions about privacy, research, or sample storage

Privacy

23andMe takes seriously the trust you place in us. We invite you to view our Terms of Service, Privacy Center, Privacy Statement, and the Privacy section of our Help Center.

Consent to the Use and Transfer of Sensitive Information 

You will be prompted to review and agree to the Consent to the Use and Transfer of Sensitive Information document. By agreeing, you consent to allow 23andMe and its contracted laboratory to process and analyze your saliva sample and Genetic Information and provide you with results through the Personal Genetic Service.

Research Consent(select customers only)

23andMe gives you the opportunity to participate in research that could improve understanding of how genetics influences our lives. During registration, you will be asked to make a research consent selection.

Giving consent means that you agree to let 23andMe researchers use your Genetic & Self-Reported Information in an aggregated form by 23andMe and our research partners for scientific research. "Genetic & Self-Reported Information" refers to:

• Your genetic data
• Information you enter into surveys, forms and other features labeled with the 23andMe Research logo
• Data you authorize us to import for research
• Your age and ethnicity

Self-Reported Information includes any information you submitted prior to giving consent. If you have elected to have your saliva sample stored, we may also use the results of further analysis of your sample in 23andMe Research. Your Genetic & Self-Reported Information does not include identifying Registration Information you provided when you purchased the Personal Genetic Service or created an account (such as name, address, email address, user ID, password, or credit card information).

More about 23andMe Research.

Sample Storage

During registration, you will be asked whether or not you would like to store your saliva sample. By electing to store your saliva sample, you are granting 23andMe and its contractors consent to access and analyze your stored sample. Learn more.

You will have the option to discard your sample at any time after your sample has been processed. However, if you select the option to discard your sample during registration, you cannot change your storage selection.

How do I request a replacement kit?

Contact us for assistance; be sure to include the kit's barcode.

Are replacement kits automatically registered?

If an unregistered kit is replaced, then the new kit will also be unregistered. The kit will need to be registered in order to receive the 23andMe Personal Genetic Service.

If a registered kit is replaced, then the new kit will be associated with the original profile. However, the replacement barcode needs to be registered to activate the replacement kit.

To register your replacement kit, visit https://you.23andme.com/start/barcode/, log in to your account, and enter your 14-digit barcode. You will receive a confirmation email once registration is complete.

Note that if your replacement kit was shipped before June 23, 2020, you do not need to register the replacement barcode – it will automatically be registered to the same profile as the original kit.

If you are unsure whether or not the kit is registered, you can enter the barcode during the registration process. If you receive the message “This barcode has already been used”, then the kit has been registered, otherwise you will be prompted to complete registration.

My first sample failed analysis, do I need to register my second kit?

Yes - your replacement kit will be associated with your profile, but will need to be registered again to activate the barcode.

If your replacement kit was shipped before June 23, 2020, your kit does not need to be registered.

How do I purchase a Chip Upgrade kit?

If you are on a previous version of the 23andMe platform and are interested in purchasing a Chip Upgrade, you can learn more here.

Are chip upgrade kits automatically registered?

If your Chip Upgrade kit was ordered after June 23, 2020, you need to register the Chip Upgrade barcode in order for the lab to process the sample.

To register your Chip Upgrade kit, visit https://you.23andme.com/start/barcode/, sign in to your account, and enter your 14-digit barcode. You will receive a confirmation email once registration is complete.

If your Chip Upgrade kit was ordered before June 23, 2020, you do not need to register your chip upgrade barcode. It will be automatically registered to your profile.

If you are unsure whether or not the Chip Upgrade kit is registered, you can enter the barcode during the registration process. If you receive the message “This barcode has already been used”, then the kit has been registered, otherwise you will be prompted to complete registration.

What if I forgot to register my Chip Upgrade kit before sending it back?

If your Chip Upgrade kit is received at the lab and still needs to be registered, an email will be sent to your account email address with the replacement kit barcode. You can then register your Chip Upgrade kit to your profile by visiting https://you.23andme.com/start/barcode/.