Most registration problems are quick to fix — the issue is usually a missing Kit ID, a QR code that will not scan, or a character that was mistyped. Work through the section below that matches your situation. If none of them resolve it, contact our support team through chat and we will complete registration with you.
Do not collect or ship your sample until registration is complete. The lab cannot process an unregistered sample.
I cannot find my Kit ID
Your Kit ID is printed on the inside of the box and on your instruction card. Check both locations.
If you still cannot find it, contact our support team with your tracking number, full name, and shipping address. We will look up your Kit ID and send you the registration link.
The QR code will not scan
Skip the QR code. Type the registration website address printed on your instruction card directly into any browser, then enter your Kit ID manually on the site. The QR code and the manual entry method reach the same registration page — either one works.
The website will not accept my Kit ID
If the registration site is rejecting your Kit ID, try these steps in order:
Check each character carefully — the letters O and I are easy to confuse with the numbers 0 and 1.
Remove any spaces before or after the Kit ID and try again.
If it still fails after two attempts, contact our support team with a photo of your Kit ID. We will confirm the correct characters and get you registered.
My instruction card is missing
Contact our support team and we will send you a digital copy of the card along with your Kit ID and registration link.
I do not have a phone
You can register on any device with a browser — a computer, tablet, or someone else's phone — as long as you enter your own details during registration. The device you use does not affect your registration.
Need more help?
Contact our support team through chat. We can walk you through each step of registration and confirm when your kit is successfully registered.