How do I reset my password?

If you can’t remember your login details, we can help you recover your account and access your insights. Simply follow the steps below.

This article contains two sections:

If you’re trying to access the myDNA Unlocked App or manage your subscription

If you’re trying to log into the online explore portal or myDNA Lite App

If you’re trying to access the myDNA Unlocked App or manage your subscription

1. Head to the account management portal at https://accounts.mydna.life/, or click “login” on the home screen of the myDNA Unlocked App.
2. If you cannot remember your login password, click “Forgot Password?”.
   • Your password will have at minimum 8 characters, including uppercase and lowercase letters.
   • If you’ve forgotten your email, you will need to contact our customer support team to recover your account. Please submit a ticket and include your name and which product you purchased to assist our team.
3. Enter your email address into the field provided, then click the button to submit a request to reset your password.
4. Check your emails for a verification code. It should come from the address help@mydna.life and provide you with a 6-digit numeric code.
   • The code may take a few minutes to arrive.
   • If you cannot find the email, please check your junk and spam folders.
5. Enter the 6-digit code you received into the field labelled “verification code”.
6. Choose a new password. It must include at least 8 characters and should be a mix of uppercase and lowercase letters. Enter it into both the “Password” and “Confirm Password” fields.
7. Click “Change password” to update your password.
8. Once your password has been successfully reset, please try logging in to the account management portal or myDNA Unlocked app again.
9. If you are still encountering issues, please contact our customer support team.

If you’re trying to log into the online explore portal or myDNA Lite App

1. Head to your explore portal login at https://explore.mydna.life/.
2. If you cannot remember your login password, click “I forgot my login details”.
   • Your password will have at minimum 8 characters, including at least one uppercase letter, one digit (0-9), and one symbol.
   • Note: you will need to login using your unique username, not your email address. If you cannot remember your username, click “I forgot my login details”.
   • If you’ve forgotten your email, you will need to contact our customer support team to recover your account. Please submit a ticket and include your name and which product you purchased to assist our team.
3. Enter your email address into the field provided, then click the button to submit a request to reset your password.
4. Check your emails for a link to reset your password. It should come from the address help@mydna.life and have a link prompting you to reset your password.
   • If you have forgotten your username, it will be mentioned in the reset password email you receive.
   • The email may take a few minutes to arrive.
   • If you cannot find the email, please check your junk and spam folders.
5. Click the link titled “Reset Password”. An internet browser window should open.
6. Choose a new password. It must include at least 8 characters and should be a mix of uppercase and lowercase letters. It must also have at least one digit AND one symbol. Enter it into both the “Password” and “Confirm Password” fields.
7. Click the “Save” button to confirm your password change.
8. Once your password has been successfully reset, please try logging in to the explore portal again.
9. If you are still encountering issues, please contact our customer support team.