Account Status
Your account can be in one of several statuses depending on actions, security checks, or account lifecycle events. Below is what each status means, and what you can do if your status changes.
Active
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The account is fully functional.
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You have verified your email.
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You can log in, access reports, upload data, and use apps without limitations.
Disabled
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To protect your account, it may be temporarily disabled if suspicious behavior is detected.
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Examples include multiple failed login attempts in a row.
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When disabled, login and access to reports or files will be blocked.
How to recover a disabled account:
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Contact support at [email protected] requesting re-enabling.
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Include your registered email and any relevant context so we can verify your identity and restore access securely.
Deleted
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You may choose to permanently delete your account at any time.
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Deleting your account removes all DNA data, app results, and stored files permanently and irreversibly.
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Once deleted, your account and data cannot be recovered.
Frequently Asked Questions
Can I switch from Disabled back to Active?
Yes. By contacting support and verifying your identity, we can reenable a disabled account.
What triggers disabling of an account?
Security measures such as repeated failed login attempts or suspicious access may cause disabling.
Will I lose my data if my account is disabled?
No. Disabling is temporary and does not delete your data. Deletion only occurs if you explicitly request it.
How do I delete my account?
Submit a support request via the Contact Support page asking to delete your account. Once confirmed, deletion is permanent.
If I delete my account and later sign up again, will my old data be restored?
No. Deletion is irreversible — your data and history will not be recoverable.
Can I downgrade or cancel membership without deleting my account?
Yes. Downgrading or cancelling your membership removes access to premium features, but preserves your DNA data and any completed reports in your account.