23andMe Customer Service Issues

Hello, I am located in Europe and am interested in purchasing a 23andMe Ancestry and Traits Kit. A friend in the US obtained one but has no plans to use it and offered it to me at a discounted rate. The kit is unopened and appears to have prepaid fees. My friend shared images of the kit, and I noticed a message on the back stating, "Not for resale. Intended for sale and use in the U.S. only." Despite this, can I proceed with buying it from my friend and eventually send the sealed tubes back to 23andMe from Malta?

I was gifted a 23andMe kit by my granddaughter, but I've already completed and received results from 23andMe a year ago. I was hoping for an Ancestry kit to compare and learn more about my genetics. The 23andMe kit is still sealed in plastic, and I'm wondering if I can exchange it for an Ancestry kit without extra charges. My granddaughter is a college student, so we're hoping for a resolution that doesn't incur additional costs. Any assistance in resolving this matter would be greatly appreciated. Thank you, Dianne K.

I have a paternal great-great-grandfather, Edward James Herbert [redacted] - [redacted], in my family tree on my account. Recently, another paternal great-great-grandfather, Mark Grey, has appeared causing confusion. I have tried to trace DNA 4th cousins to determine the correct family line, but they seem blocked. I believe that DNA testing would help clarify this situation. Being 86 years old, this issue is causing me distress as I try to find a resolution. My father, William Thomas Collins, believed to be Edward James Herbert's son out of wedlock, is considered our ancestor. Can you assist me in unblocking these DNA matches to untangle this genealogical mystery? Thank you in advance for your help. - Reverend Christopher Collins

I needed to update my email address on 23andMe because the old one was connected to a business that closed. I tried to change it through the website, but it didn't work. I submitted a form for help, but I haven't heard back in over a week. The responses I got were vague, and I couldn't get through to the Tier 2 team. I paid a lot for this service in [redacted], and the current customer service experience has been very poor. If this isn't resolved soon, I will escalate my complaint through the BBB and social media. I'm disappointed with the lack of assistance from 23andMe.

I am having trouble accessing my account due to the mix-up of email addresses. My account is under Michael R. Rogers with the email [redacted], and my wife's account is under Beverly A. Rogers with the email [redacted] The issue is that when I try to sign in, her email pops up, and vice versa for her. This confusion is preventing both of us from accessing our accounts. I received a notification about a report, but the login details are incorrect. I have contacted support about this before, but it has not been resolved. If this is not fixed soon, I will have to escalate the matter further. Thank you, Mike Rogers.

Hello, I have had a 23andMe kit for a while, but I forgot about it and would like to give it to my sister as a gift. She is currently trying to find her birth family, and I thought this would be perfect for her. Since I recently found my own birth family, I no longer need it. I registered it under my email some time ago, but I'm unsure which email it was. As my sister has cancer and this has been on her bucket list for some time, I would appreciate any help you can provide. I am visiting her this afternoon and would love to give it to her, but I don't know how to register it if it's already under an email address I may not be able to access anymore. Thank you for your assistance. - Kristin

Hello, my name is Heather Duncan from Fresno, California. I had ordered a test in [redacted] and received the results, but I no longer have access to the email used for the test. I believe it was my kids' dad's email as he ordered it for me. I can provide his contact information if needed. I have an appointment with a genetic oncologist tomorrow who is interested in reviewing the reports. Could I please request the reports to be emailed to me or directly to the oncologist for a better understanding of the gene mutations, blood disorders, or bone marrow disorders I am being tested for? Thank you.

I've found my previous interactions with your company positive. However, I am facing sensitive paternity concerns that could harm my family. I kindly ask you to delete all my DNA records, information, and profiles and ensure my data is not shared. If there's a legal form I must complete, please inform me promptly. Thank you for promptly addressing this request to delete my DNA data. Best, Dr. M. Ancharski.

I have been receiving notifications that my 23andMe account has been compromised due to your data system being breached. I am concerned about the security of my information as I have been receiving suspicious emails instructing me to click on a link. Given the breach, I am hesitant to follow these instructions. I urge you to provide technical support to address this issue promptly. Please contact me regarding this matter.

I completed my 23andMe test in [redacted] or [redacted]. Since then, I have updated my email address. Now, at 60 years old, I am struggling to recall my password for the original email associated with my account. I kindly ask for your assistance in accessing my results. I believe speaking with a live agent would greatly aid me in this situation. My daughter tried to assist by saving the information on her computer, but she is unable to locate it now. I am in urgent need of help. How should I proceed? Thank you. L. Kurtick