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Registration trouble?

Select your issue below:

  • You mailed your kit back without registering it
  • You need help finding your barcode
  • You see an error when you enter your barcode
  • You aren't sure if your kit is registered
  • You are registering multiple kits
  • Trouble signing in or creating an account

You mailed your kit back without registering it

If you returned your sample kit before completing the registration process, you will be able to register your kit once it arrives at the lab.

When your unregistered sample is received at the lab, an email titled "Action Required" will be sent to the email address provided when your order was placed. This email will contain your sample barcode, which you can then use to register.

Your sample will not be processed until registration is completed.

You need help finding your barcode

Your 14-digit barcode number is printed directly on the side of the collection tube included in your 23andMe kit. Make sure you enter this barcode, not the example barcode shown on the registration page. 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 need to locate your barcode but you have already mailed your kit back to the lab, you will be able to register your kit once it arrives at the lab.

When your unregistered sample is received at the lab, an email titled "Action Required" will be sent to the email address provided when your order was placed. This email will contain your kit barcode, which you can then use to register.

"Invalid barcode" or other error message

  • 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 tile on the homepage. If your kit is registered, your sample status will reflect your kit's progress; if you have not yet registered, you will see "Please Register Your Kit."

  • 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

Kits ordered before 2013 are expired, and will need to be replaced. Just click the link to contact Customer Care from this page to request a free replacement.

You aren't sure if your kit is registered

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 don’t receive the email and you're 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 the kit is registered, you will see a message that "this barcode has already been used."
  • If you don't have your kit, sign in to your 23andMe account and look for the sample status tile on the homepage. If your kit is registered, your sample status will reflect your kit's progress; if you have not yet registered, you will see "Please Register Your Kit."
  • Did you receive a replacement kit after a sample failure or your kit being lost in the mail? Replacement kits are already registered to your account. If you submit a replacement kit barcode, you will see a notice that the kit has already been registered.

You are registering multiple kits

If you're 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 results.

You have the option to register kits into a single account under a single email address and password, or to have individual accounts.

More details about these options

Trouble signing in or creating an account

If you see the message "This email address is used by another account" when you enter your email, click the Sign In link and enter your email address and password to sign in.

More help with account creation and access

 

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