What should I do if I can’t activate a DNA kit?

If you have trouble activating a DNA kit, please go over the following steps to make sure you are taking the correct actions:

1. First of all, delete the cache of your internet browser. In case you need further instructions, please click on this link: How can I delete the cache in my internet browser?

2. Make sure to log in with the correct email address you  used to register to MyHeritage.

3. Make sure you type the activation code/kit number manually into the fields - do not copy paste it.

 

Should the issue persist, please contact our support team and provide the following information:

  • Please send photos of the kit number listed on the box, the vials and the small plastic bag

  • Please send a screenshot of what you see after you tried to activate the kit

  • With which email address are you logged in when trying to activate the kit?

  • Which internet browser are you using? You can check easily on the following site: www.whatismybrowser.com