If you're having trouble activating a DNA kit, please go through the checklist below.

Before you begin

No matter where you're activating from, check these three things first:

Make sure you're logged into the right account

If you already have a MyHeritage account, log in with the email address you used when you registered. Activating while logged into the wrong account is one of the most common causes of activation issues.

If you have troubles logging in or finding your correct account, follow the steps in this article: Why can’t I log in to my MyHeritage account with my email address?

Make sure your biological gender is set in your profile

This is mandatory for kit activation. MyHeritage compares the biological gender based on sex chromosomes in the DNA sample to verify the correct kit is assigned to the correct person. Learn how to edit your member profile here.

Make sure you have edit access to the site you're activating on

If you're a guest or a viewer on someone else's site, you won't be able to activate a kit there. Make sure you're the site owner or have editor permissions — or create your own site to activate the kit on → How to create a new family site on MyHeritage.

Where are you activating from?

Choose the option that applies to you by clicking on the title below. This will open the relevant collapsible instructions:

📱 MyHeritage app (iOS or Android)

Recommended method — the app is the easiest and most reliable way to activate your kit.

Check that the code matches across all kit components

Make sure the serial code you're entering is identical to the one printed on both the activation card and the vial.

Use the camera scan feature

Instead of typing the code, use the app's built-in camera scanner to scan the kit number directly. This is the fastest option and avoids typos entirely → How to activate a DNA kit from the MyHeritage app.

Type the code manually if needed - do not copy and paste

Copy-pasting can sometimes introduce hidden characters or spaces that cause the code to be rejected. Always type the activation code directly into the field.

Note: The "MH" from the code is already written there on the site. You just need to type the six characters (numbers and letters) after it.

💻 Browser on desktop (e.g. Chrome, Safari on a computer)

Check that the code matches across all kit components

Make sure the serial code you're entering is identical to the one printed on both the activation card and the vial.

Type the code manually — do not copy and paste

Copy-pasting can sometimes introduce hidden characters or spaces that cause the code to be rejected. Always type the activation code directly into the field.

Note: The "MH" from the code is already written there on the site. You just need to type the six characters (numbers and letters) after it.

Still not working? Try the MyHeritage app instead

You can also activate by scanning the kit number with the app on your phone → How to activate a DNA kit from the MyHeritage app.

📲 Browser on mobile (e.g. Chrome or Safari on a phone or tablet)

⚠️ Known limitation: Some activation steps require entering letters, which may not work correctly in a mobile browser due to keyboard restrictions. If you run into this, we recommend switching to a desktop browser.

Check that the code matches across all kit components

Make sure the serial code you're entering is identical to the one printed on both the activation card and the vial.

Try the MyHeritage app instead

The app is the most reliable way to activate from a mobile device and supports camera scanning. → How to activate a DNA kit from the MyHeritage app

If you prefer to continue in the browser:

Copy-pasting can sometimes introduce hidden characters or spaces that cause the code to be rejected. Always type the activation code directly into the field.

Note: The "MH" from the code is already written there on the site. You just need to type the six characters (numbers and letters) after it.

Already activated?

If you received the error message "This kit was already activated" when trying to activate your kit, this may mean the kit was previously activated under a profile in your account.

To check and reassign the kit within your account:

Log in to your MyHeritage account.
Go to "DNA" in the top navigation menu and click "Manage DNA kits".
Look through the kits listed to find the one in question.
If the kit is assigned to the wrong profile, you can reassign it by clicking Edit next to the kit and selecting the correct profile from your family tree. You can find instructions here: How do I assign a DNA kit to someone else?

Technical issues

Check your internet connection and browser

Make sure you're using a stable internet connection. As a browser we recommend using Google Chrome for the best experience.

Check if your network has restricted access

Some workplaces block certain websites, which can prevent activation from completing. If you're on a work network, try switching to a personal connection or mobile data.

Still not working?

If the issue persists, please reach out to our support team and include the following:

Photos of the kit number — from the activation card, the vial, and the polymer package that wrapped the kit.
A screenshot of what you see after attempting to activate the kit.
The email address you're logged in with when trying to activate.
Your browser details — you can find this quickly at www.whatismybrowser.com.
Proof of purchase — if you did not buy the kit directly from the MyHeritage website — for example, if you purchased through a verified reseller such as Amazon, please include your invoice or order confirmation. This helps our team locate the kit in question (for example, Amazon invoices include the Amazon Order ID).