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Problems opening your Test Report?

Your Test Report will be attached as a PDF document to your email entitled Test Report Case Ref XXX. You need to scroll to the bottom of this email to click on this attachment.

If you still have difficulties in opening your Test Report, please read our helpful hints below.

1. When can I access my Test Report?

Your Sample Receipt email will have informed you when to expect your results. Test Reports are emailed every day between 4.30 and 5.30 pm.

2. How do I open my Test Report?

Your Test Report will be attached as a PDF document to your email entitled Test Report Case Ref XXX. You need to scroll to the bottom of this email to click on this attachment.

You can open the PDF by clicking on it and inserting the password which you provided on the Test Request Form, which was included in your DNA test kit. If you ordered a Legal DNA test, or toxicology test, your password will be your surname (all lower case).

Do not use the password that you may have used to buy your test online. This password was only requested for the purposes of discussing your test with us.

Please be advised that it may take several minutes for the Test Report to download.

3. Your password is not recognised

Remember that your password is case sensitive. You need to enter the password in lower case letters with no spaces. If you ordered a Legal DNA or toxicology test, your password will be your surname (all lower case).

Please be advised that occasionally handwritten passwords can be misinterpreted (such as 1 and I, O and 0). If you think this may be the case, please try the relevant variation.

4. Are you using the newest version of Adobe Reader on your laptop or PC?

You can use the link below to download Adobe Reader for Windows:

http://get.adobe.com/uk/reader/

5. Your Test Report cannot be viewed from an iPhone or other Apple device

Use the link below to download the Adobe Acrobat Reader App:

https://itunes.apple.com/gb/app/adobe-acrobat-reader/id469337564

Once downloaded, press and hold the Test Report attachment until a menu opens on your iPhone, select ‘Copy to Adobe Acrobat’ (note that you may need to scroll through the listed Apps to find the App). The Adobe Acrobat Reader App will open and the password to access your report can be entered.

6. I can’t remember my password

If you can’t remember your password, you will need to call Customer Services on 0333 600 1300. You will then be asked a series of data protection questions to retrieve your password.

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