YES — supports paternity
When the report says “not excluded,” this probability strongly supports that the tested man is the biological father.
Your DNA testing support center
One place for updates, answers & results.
Your support ticket is our main source of communication. Follow your test, ask questions, and receive your results in the same conversation.
Access my support ticket ↓Use the portal below to access your ticket with the account associated with your booking. Keep your ticket notification email for easy access.
Your customer portal
Sign in to view your tickets
Use the account associated with your booking. Once signed in, open your existing ticket to view updates, download available results, or send our team a message.
Please login or create an account to access the Customer Support Portal
Forgot your password? Reset password
Check your ticket notification email if you need help identifying the account used for your booking.
What do my paternity results mean?
NO — excluded as the father
When the report says “excluded” with 0% probability of paternity, the tested man is not the biological father.
Always read the laboratory’s final conclusion.
These examples explain paternity reports, not sibling, grandparentage, or twin testing. An inconclusive result is not a yes or no. Ask us through your ticket if your report needs clarification.
Testing by AABB-accredited laboratories
We use AABB-accredited laboratories for relationship testing, supporting rigorous quality standards and reliable results.
Questions about your report? Open your ticket →When should I expect my results?
Both services have an estimated processing window of 3–7 business days, based on your selected option.
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Highlighted days show the estimated processing window.
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Highlighted days show the estimated processing window.
Processing begins when the laboratory receives and accepts all required samples and paperwork. It does not begin when you book or when samples are collected. Business days exclude weekends and holidays; shipping time is additional. Sample issues, recollection, or further analysis can extend the estimate. Check your ticket for updates.
From booking to ticket closure
- 1
Booking
Your ticket opens. Save the notification and review your appointment instructions.
- 2
Testing
After collection and lab acceptance, follow your updates in the same ticket.
- 3
Results
When released, your results are communicated through your ticket. Download your report and ask questions.
- 4
Day 30
Your ticket closes 30 calendar days after opening. Save available results before closure.
The ticket support window and laboratory processing time are different. Calendar days include weekends and holidays. If your appointment or results are still pending near day 30, message our team before closure so we can review your case. Closing a ticket does not itself mean laboratory records are deleted.
Help & privacy
What is a support ticket?
A ticket is a dedicated conversation about your order. It keeps your questions, our replies, testing updates, and results together. Use it as your primary communication channel throughout testing.
How do I protect my information?
Keep your login and personal ticket link private. Use only your authorized account and sign out on shared devices. Follow our team’s approved upload instructions before sending sensitive documents. Avoid sending DNA reports or identification through social media or ordinary text messages.
How does HIPAA apply?
HIPAA sets privacy and security requirements for covered healthcare entities and their business associates. Its application depends on the provider and service involved. A support portal alone does not establish HIPAA compliance. Ask our team about the privacy notice, authorized recipients, and handling of information for your test.
Where will I receive my results?
We communicate test results and case updates through your support ticket. Open your existing ticket to review the information and download available documents. Keep your ticket notification email so you can return easily.
What if I need help before the ticket closes?
Send your questions through the ticket before the 30-day closure date. If results are still pending or you cannot access your ticket, use the contact details in your booking confirmation so our team can review the issue.