Some of our breakdown reports (African, UK, Celtic) are powered by our partner Living DNA. If your email is already registered in their system — even through a different service — it can block us from generating the report. In these cases, we'll process a refund automatically. The refund should appear within 5–10 business days.
In some cases, we may be able to work around it by using a modified email. Contact us and we'll see what we can do.
If you have a Genomelink account, go to genomelink.io/profile/contact and contact us from the form — we can help faster by checking your account log.
If you're a new user without an account yet, email us at info@genomelink.io.