If you have trouble activating a DNA kit, please go over the following steps to make sure you are taking the correct actions:
- IF you already have a MyHeritage account, please make sure to log in with the correct email address you used to register to MyHeritage.
- Make sure you have entered your biological gender in your account as this is mandatory to being able to activate a kit. Comparing the biological gender as per the sex chromosomes in the DNA sample is one of the check we perform to make sure the correct kit is assigned to the correct person. Learn how to do this >here<
- Make sure you have a family site, as you will need an existing profile in your family tree to associate the DNA kit with.
Click >here< to learn how to see all the family sites you are a member of.
If you don't have a family site at all, you will need to create one first so you can then create a profile in the family tree, to which you will associate the DNA kit.
In order to do so, please follow these instructions.
- Make sure the kit serial code you enter is the same one as on the activation card and the vial.
- Please type the activation code/kit number manually into the fields - do not copy and paste it.
- You might want to consider downloading the MyHeritage App for mobile to easily scan the kit number directly from the app with your device's camera. For further instructions, please read: How can I activate my DNA kit from the MyHeritage app?
- Make sure you are not using restricted Internet access. Some workplaces block certain sites, in which case activation may not work.
Should the issue persist, please contact our support team and provide the following information:
1. Please send photos of the kit number listed on the activation card, the vial, and the polymer package that wrapped the kit.
2. Please send a screenshot of what you see after you tried to activate the kit
3. With which email address are you logged in when trying to activate the kit?
4. If you did not buy the DNA kit directly from the MyHeritage website but via verified reseller, f.e. our Amazon shop, please send the invoice you received, as it contains valuable information for us to help find the DNA kit in question. For example the invoice from Amazon include the Amazon order ID number.
5. Which internet browser are you using? You can check easily on the following site: www.whatismybrowser.com