A:Calling this 23andMe number should go right to a real human being.Our free phone can also navigate phone menus to get a live human at 23andMe for you.
Q:
Does 23andMe offer 24 hour customer service?
A:Not at this number; hours here are Mon-Fri 9am-4pm PST.The least busy day is Tuesday, and the most busy day is Thursday.If the call center is closed, you can schedule a call.
Q:
How long will I wait on hold?
A:We don't expect that you will have to wait to talk to a person. This is a direct line.You can skip the hold time for free.
How do I get through the phone menu to a live person?
Consider using our free service that calls and talks to customer service for you, then sends you a report. Or use our free service that waits on hold and tells you when a human rep is on the line. But if those options don't appeal to you, our team has also documented the phone menu for 23andMe below.
Our AI powered phone can dial, navigate the phone menu, wait on hold, and even talk to customer service for you, for free. You don't even need to learn about the path through the various phone options.
That same, free GetHuman Phone can call and navigate the menus and wait on hold for you, but you can opt to do all the talking. We notify you when a rep is on the line and ready to talk, so no need to worry about changing menu options and weaving your way through the maze.
Of course, we completely understand if you prefer to do all the dialing, waiting, and talking yourself. All of these free tools are optional.
GetHuman researchers routinely call this 23andMe phone number to document the phone system.
Here is our latest tip for weaving through the phone menu to get to a real person the fastest:Calling this 23andMe number should go right to a real human being
Below are some clips we've found from 23andMe's phone menus and tips that help give an idea of what you will encounter when you call. We've highlighted why they are important as well:
Heard when the phone system first answers
"Thank you for calling twenty three andMe, the leading personal genetic service.
This call is being recorded for training and quality purposes.
To learn more about our privacy practices, please read our privacy statement at w w w dot twenty three and me dot com slash about slash privacy.
Please listen to the following menu options carefully as some options may have changed.
If you have received your twenty three andMe results, press one.
If you have not yet received results, and have questions about your order or kit, press two."
Excerpt from a call with 23andMe
Wednesday, February 7, 2024 3:09 PM
The first phone menu
"Thank you for calling twenty three andMe, the leading personal genetic service.
This call is being recorded for training and quality purposes.
To learn more about our privacy practices, please read our privacy statement at w w w dot twenty three and me dot com slash about slash privacy.
Please listen to the following menu options carefully as some options may have changed.
If you have received your twenty three andMe results, press one.
If you have not yet received results and have questions about your order or kit, press two."
Excerpt from a call with 23andMe
Thursday, November 7, 2024 10:52 PM
After you press 1
"If you have not yet If you have questions about accessing your twenty three andMe account, press one.
If you have questions about your results, press two."
Excerpt from a call with 23andMe
Wednesday, February 7, 2024 3:09 PM
After you press 2
"If you have not for questions about your order, kit registration, or your sample status at the lab, press one.
For questions about the services we offer, such as our ancestry and health features, press two.
To return to the previous menu, press nine."
Excerpt from a call with 23andMe
Monday, April 8, 2024 6:49 PM
In fact, much of this information on this page is superfluous because this 23andMe phone number is a direct line to a human being. The line is well-staffed and you should anticipate a very short wait on hold or none whatsoever, as long as you are calling during business hours.
We don't know of any phone menus you would encounter when calling either.
What are the hours and when should I call?
23andMe operates the call center for this 800-239-5230 phone number Mon-Fri 9am-4pm PT.The short answer is that you should call on a Tuesday.This observation and the following section are based on analysis of a sample set of 101 calls made in the last 90 days using our free, web-based phone (see above).
When you use our free AI-powered phone to call and talk, wait on hold, or navigate for you, it will automatically wait until the 23andMe call center opens before trying to call. It will ask your permission before it places the call, so you can also further delay that scheduled call until you are ready. But that means you can "set it and forget it" ahead of time.
An important note: busy times vs hold times vs best time to call
When we refer to busy or less busy times, we are talking about the volume of calls. The busiest times are when the most people are calling this 23andMe phone number (least busy times have fewer people calling). This high call volume does not necessarily mean that you will have a long hold time when you call. Companies like 23andMe staff their call centers differently based on the time of day and day of the week, so you may experience a shorter wait on hold at the busiest of times. When we refer to the best time to call, we are referring to the optimal combination of lower call volume and shorter wait times.
The least busy time to call
The least busy day to call 23andMe is Tuesday.The most busy day to call is Thursday, which averages 131% more phone calls by comparison.Again, this is based on a sample of 101 calls made with our AI-powered, web-based phone in the last 90 days.
Mon
Tue
Quietest
Wed
Thu
Busiest
Fri
The shortest wait on hold
We measured the shortest hold times to be on Thursday.The longest wait in the queue on average occurs on Friday.
In summation, the best day to call 23andMe is Tuesday.This is not the day with the shortest wait on hold in the phone system, but we still recommend it for its ideal combination of low call volume and short hold times. Plus we believe that 23andMe staffs the call center well on Tuesday.
Once again, please put this information in perspective because this phone number has no phone menu or long waits. It generally gets picked up right away if calling during their opening hours. If there is any way, it will typically be very short.
Calling 23andMe's phone number must be done during regular business hours, as there is no automated system to provide any information outside of that. If you try calling outside of their normal hours, you'll only get a message saying that you've reached 23andMe outside of normal hours and must try back again another time.
It's also important to note that 23andMe is a San Francisco-based company, so it operates on Pacific Time. This can be helpful if you're in the Eastern Time Zone, as it gives you until 8 p.m. on weekdays to call and get someone on the phone. The tradeoff is that it's not possible for most people east of the Missouri River to call before having to go to work, as calls are not available before 8 a.m. Central/6 p.m. Pacific.
If you do need assistance outside of normal hours, you can get it from the website, which offers live chat support with virtual agents even outside of the phone system's hours. However, the phone system does not mention this at all, only saying that you will need to call them back at another time when their system is open.
Given that their virtual agent can work at any time, it seems a bit strange to me that 23andMe doesn't offer any kind of after-hours help over the phone. It makes perfect sense that it wouldn't follow hours beyond basic business hours, as their work isn't the kind that's going to require emergency assistance. But if it can set up a virtual assistant online, it should at least be able to provide some of the basic information to phone customers.
One example is the steps on how to register an account with 23andMe. When you visit the site, you can get full details on how to create an account so that you can make use of one of your kits. If you try the same thing on your phone, you get no details whatsoever. It appears that 23andMe wants use of its phone system to either be connecting with a live agent or nothing whatsoever.
On the plus side, that does limit the interactions a customer has before getting to a representative, which can limit wait times when done correctly. On the other side of the coin, anyone who doesn't have internet access is locked out of contacting 23andMe unless they can make time while the phone lines are open.
Given that, I would probably not use this line as my first course of action. If I knew I was calling with the phone lines available, I'd be more open to using 23andMe's phone service. But without being able to get a response, I'd lean toward not using this phone number unless absolutely necessary.
Christian has been writing about long hold times and customer service call center experiences since 2010. He's been featured in Bloomberg, the Wall Street Journal and the Boston Globe.
Why Customers Call 23andMe
If you have time to do a bit of reading before you call 23andMe, we recommend you read over some of our problem-specific articles.
Yes, users can access and download their raw DNA data from 23andMe. This feature provides individuals with the opportunity to explore their genetic information beyond the reports and analyses provided by 23andMe. To download the raw data, users can navigate to the 23andMe website, sign in to their account, and visit the settings section. From there, they can select the option to download their raw DNA data. This data is provided in a standard format, which allows users to further analyze it using third-party tools or share it with healthcare professionals and researchers. However, it's important to note that users should ensure they understand the privacy implications and potential risks associated with accessing and sharing their raw DNA data.
The ancestry reports provided by 23andMe are generally accurate; however, they should be viewed as estimates rather than definitive answers. The company compares your DNA with reference panels from diverse populations to determine your genetic lineage. The accuracy of these reports varies depending on the reference panel used and the geographical region being tested. Different regions may have more or less data available, impacting the precision of the results. Additionally, 23andMe continually updates and improves its reference database, which may also affect the accuracy of ancestry reports over time. Furthermore, while 23andMe's reports can provide insights into your broad genetic heritage, they may not capture every aspect of your ancestry due to limitations in the reference panel or individual genetic variations. Therefore, it is essential to interpret these reports cautiously, understanding their limitations as estimates rather than absolute truth.
There are a few restrictions on who can use the 23andMe service. Firstly, customers must be at least 18 years of age or have parental consent to order and use the test kit. Additionally, the service is currently available to customers in select countries due to regulatory requirements. This includes customers from the United States, Canada, the United Kingdom, select European Union countries, Australia, and New Zealand. Individuals residing in other countries may not be able to use the service as of now. Lastly, individuals who are blood or organ transplant recipients or have received cellular transfusions may not obtain accurate results due to the detection of foreign DNA. Overall, while most individuals can access the service, certain age restrictions, geographical limitations, and specific health conditions may affect eligibility for using the 23andMe service.
Click the link above to get answers to just about any 23andMe customer service question, including step by step guides for the most complex issues. You can also detail a new issue and get answers instantly.
Below is a sample of recent calls to 23andMe, and their purpose. Are any of these similar to the reason you are trying to call?
Accessing raw DNA data: "Was trying to download the raw DNA data file because I just got the results."
- From a call lasting 12m 59s , Nov 7, 2024 10:52 PM
Account registration issues: "I was calling because my kit got mailed out without me finishing the registration."
- From a call lasting 12m 11s , Oct 17, 2024 5:33 PM
Kit registration issue: "I kinda mailed my kit without finishing registering it on accident."
- From a call lasting 10m 44s , Oct 17, 2024 5:24 PM
Information about why customers call 23andMe is extracted from issues that customers have reported to GetHuman.
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As a last, sometimes only, resort- 23andMe customer service can be accessed through their website. This can entail digging through help articles before finding a form and "being allowed" to submit a problem to their team, and rarely leads to a real-time conversation, which is why GetHuman does not recommend this unless it's the only way.
Conclusion and closing notes
This is 23andMe's best phone number, the real-time current wait on hold and tools for skipping right through those phone lines to get right to a 23andMe agent. This phone number is 23andMe's best phone number because 20,484 customers like you used this contact information over the last 18 months and gave us feedback. Common problems addressed by the customer care unit that answers calls to 800-239-5230 include Setup an account, Question, Complaint and other customer service issues. The 23andMe call center that you call into has employees from Sioux Falls, SD / Belize and is open Mon-Fri 9am-4pm PT according to customers. In total, 23andMe has 1 phone number. It's not always clear what is the best way to talk to 23andMe representatives, so we started compiling this information built from suggestions from the customer community. Please keep sharing your experiences so we can continue to improve this free resource.
GetHuman does not provide call center services or customer support operations for 23andMe. The two organizations are not related. GetHuman builds free tools and shares information to help customers of companies like 23andMe. For large companies that includes tools such as our GetHuman Phone, which allows you to call a company but skip the part where you wait on the line to get a live human rep. We continue to work on these tools to help customers like you (and ourselves!) navigate the messy phone menus, hold times, and confusion with customer service. As long as you keep sharing it with your friends and loved ones, we'll keep doing it.