Hi there Sophie, thank you so much for choosing to share your review with us here. We are terribly sorry to hear of any concern or upset that has been caused to you by this. Please know it is never our intention to frustrate our members this way.

We want to assure you that our DNA testing is highly scientifically accurate and therefore we would not want to continue processing a sample which would not produce accurate results for yourself. There are several reasons why the lab were unable to process your previous sample. Most of the time, the saliva has bacteria or particles in it that mean it can not be successfully tested, or there is not a high enough count of DNA cells present in the saliva sample. Eating, drinking, brushing your teeth etc. up to an hour before giving a sample can also affect the testing process.

You are entitled to a replacement kit free of charge should you wish to provide another sample. This can be availed of through the DNA page on your Ancestry account. If you would like to get in contact with any further queries, please don't hesitate to do so. you can reach us on 1-800-251-838 9:00 am - 8:00 pm AEST Mon - Fri and 9:00 am - 4:00 pm AEST Sat - Sun.

We want to thank you again for sharing your feedback here and on the behalf of our team we wish you a pleasant weekend.