Why is my barcode invalid?
We understand it can be frustrating when you receive an “Invalid Barcode” error while trying to activate your brand-new kit. However, this most likely does not mean your kit is faulty or unusable. Hopefully, these quick tips can help you find out why you’re seeing an error and get you on the path to activating your kit successfully.
Your barcode could have been activated previously. Please call myDNA customer service or email us at help@myDNA.life Please ensure that you are referring to the correct barcode when trying to activate. Your sample barcode will be numeric and 10 digits long. This barcode will be located on the peel-off information sheet you filled out when labelling your sample, please retain this sheet. Please double-check for any typos in your barcode number, as it is numeric, any 0 characters will be the number 0 (zero) and not the letter O.
Please ensure that you have not already completed the registration. If you’ve already successfully activated your kit and registered with all your details, it may show that your barcode is now invalid. We’ll send you an email when you activate your kit, so please check your email records (including your spam and junk folders) to see if you’ve received a “Thank you for activating your kit!” email from us.
Your email address is a unique Identifier for the product you have purchased and can only be used once and unable to be used for multiple product registration.
If you’ve tried the above and are still having issues with your barcode or activating your sample, please contact our customer service team. In your message, please include:
Your full name
Your account email
The kit type you purchased and where you purchased it from
We endeavour to respond to all requests within 3 business days.
Related Articles
Pharmacy - Why is my barcode invalid?
We understand it can be frustrating when you receive an “Invalid Barcode” error while trying to activate your brand-new kit. However, this most likely does not mean your kit is faulty or unusable. Hopefully, these quick tips can help you find out why ...
Pharmacy - How do I activate my sample?
The instructions are provided in your test kit , please follow carefully and ensure you activate your account with the unique barcode you received – before you post it back. This allows our laboratory to link your sample to your account and to make ...
How do I activate my sample?
The instructions are provided in your test kit, please follow carefully and ensure you activate your account with the unique barcode you received – before you post it back. This allows our laboratory to link your sample to your account and to make ...