A few things. Most often it’s coverage: consumer chip files include only a limited, fixed set of Y-markers, so we can place you on a solid major branch but sometimes can’t resolve the most recent, specific twig — the deciding markers aren’t in the file. Occasionally a single unreliable marker in a raw file can nudge a call; we’re continually tightening the algorithm against that.
And remember the haplogroup reflects a deep-time lineage that predates recent genealogy, so it can look different from a paper trail that only goes back a few centuries. If something still looks off, contact support and we’ll review your specific markers.
Still stuck? If you have a Genomelink account, head to genomelink.io/profile/contact and message us from the form — we can help faster when we can see your account. New and don't have an account yet? Email us at info@genomelink.io and we'll sort it out.