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.
If you’re receiving this type of error, firstly, please check that you are attempting to activate your kit on the correct page.
- If you signed up for a myDNA Membership online and we mailed you a kit, then you will need to activate your kit in the myDNA Unlocked app, which you can download from the App Store or Google Play Store.
- If you’ve purchased a Personalized Wellness Membership kit (online, in pharmacy, or at an authorized retailer), you should be on the page https://subscribe.mydna.life/.
- If you’ve purchased a myDNA Personalized Medications kit online or a legacy Nutrition and Fitness, Vitamins or Skin Kit, you should be on https://register.mydna.life/.
Not sure which kit you have or where to activate? This article should clarify how you can successfully activate your kit.
Secondly, 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. There is a copy of the barcode number on the top section of this sheet which you should retain.
Thirdly, 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.
Lastly, 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.
If you’ve tried the above and are still having issues with your barcode or activating your sample, please submit a ticket to 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 endeavor to respond to all requests within 3 business days.