There are several reasons why analysis of a sample may not be successful, and it is not always known why it is more difficult to analyze some samples over others. If necessary, the lab will make multiple attempts at all stages of the process in order to provide results; however, due to biological variability some people simply don't have a high enough concentration of DNA in their saliva for our technology to process.
If your sample has to repeat one of the processing steps, your sample status will update; both DNA extraction and genotyping may be repeated.
In the event of an analysis failure that requires a second sample be provided, you will see a notification within your account:
Replacement Sample
You will also receive an email in the event a replacement needs to be requested. Your replacement kit will be assigned to your original profile, and needs to be registered prior to returning your second sample to the laboratory. To register your replacement barcode, visit https://you.23andme.com/start/barcode/ and sign into your account.
If your replacement kit was issued before June 23, 2020, it is automatically registered to your profile and does not need to be registered again.
When submitting a replacement sample, we recommend reviewing the tips on providing a good sample, including:
| Do not eat, drink, smoke, chew gum, brush your teeth, or use mouthwash for at least 30 minutes prior to providing your sample. | |
| Collect the recommended volume of saliva. The recommended volume of saliva to provide is 2 mL, or about ½ teaspoon. Your saliva sample should be just above the fill line. | |
| Provide your sample and add the stabilization buffer within 30 minutes. The full saliva sample should be collected within 30 minutes and the funnel contents should be released into the tube immediately. Waiting longer than 30 minutes may decrease the yield and quality of your DNA. | |
| Cap securely before shipping. Remember to remove and discard the funnel lid and place the tube cap on securely before mailing your sample to our laboratory. |
Receiving a Refund
In the event of a second sample failure, you will be able to request a refund for the purchase price of your kit after subtracting shipping and handling charges. Review our full refund policy.