Technical & account support
Help with access, uploads, billing, tools or understanding a report.
support@dnagenics.comContact DNA Genics
Here to help.
Questions about your account, reports or tools? Choose the right channel and tell us what you need.
Keep genetic data out of email.
Do not send RAW DNA files, genotypes or other genetic data by email. Use your account's upload portal for DNA files. Never include passwords in a support request.
Write to us in English.
We only accept emails written in English. Please write your whole message in English so we can read it and reply.
Contact channels
Support & enquiries.
General enquiries
Questions about DNA Genics, our products or which service fits your needs.
info@dnagenics.comResearch & collaboration
Scientific questions, academic collaborations and research proposals.
support@dnagenics.comThese links open your email application. We provide support by email, and we only accept messages written in English.
Support topics
What can we help with?
From a first question to a more detailed investigation.
- Accounts & billing
- Access, subscriptions, payments and invoices.
- Reports & analysis
- Understanding results, genetic similarity and the methods behind a report.
- Technical issues
- Upload problems, platform errors and tools that are not working as expected.
- Data & privacy
- Data handling, access, export and deletion requests.
- Feature ideas
- Suggestions for tools, calculators and improvements.
- Research partnerships
- Academic enquiries and opportunities to collaborate.
Before you reach out
A few helpful answers.
A little context can make the next step easier.
Read our privacy policyHow quickly can I expect a response?
We typically reply within 24-48 hours during business days. Our working hours are Monday to Friday, 09:00 to 17:00 in Europe/Madrid. Messages received outside these hours are handled during working hours. This is an estimated response window.
What should I include in a support request?
Write the whole message in English. Include your account email, the relevant product or tool, a description of the issue and the steps that led to it. Add an order ID or support reference if available. Do not include RAW DNA files, genotypes, other genetic data or passwords. If you share an error screenshot, remove genetic results and unrelated personal information first.
Do you offer phone support?
Our support channel is email. This helps us follow the issue and provide written technical instructions you can return to.
Which languages do you accept?
We only accept emails written in English. Please write your whole message in English.
Can I request deletion of my data?
Yes. Email support@dnagenics.com to make a request. Our privacy policy explains the applicable rights, request procedures and retention details. You do not need to attach your DNA file to make a request.
Who can help me understand my results?
Email support@dnagenics.com for help with report explanations and methodology. Describe your question without sending genetic data by email. For medical or health concerns, consult a healthcare professional or genetic counsellor.
Stay connected
Part of the conversation.
Follow product news and connect with other people interested in genetics. Keep personal and genetic information out of public posts.