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  #1  
Old 11th May 2017, 11:30 AM
wolongforums wolongforums is offline
FTDNA Customer
 
Join Date: Oct 2014
Posts: 2
Kit contact is not the person tested?

If a researcher buys and sends a kit to a person that the buyer wants tested, and the testee doesn't want the be the contact person for matches, which person's information should be entered in the personal information fields for that kit?
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  #2  
Old 12th May 2017, 11:40 PM
Darren Darren is offline
Customer Support Specialist
 
Join Date: Jun 2007
Posts: 843
I usually recommend to list the test taker's name on the account. Since this can help at least use the surname as a basis for comparison. If they don't want the name listed they can use a first initial with their surname. I have also seen some list the test taker's name as the first name and c/o of the person managing the account as the surname.

-Darren
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  #3  
Old 4th June 2017, 10:45 AM
jangoss jangoss is offline
FTDNA Customer
 
Join Date: May 2017
Posts: 3
Angry Kit Contact (Me) not working for my daughter and grandson

I have paid for myself and four other family members FTDNA tests. Like others in this thread, I am the designated Family Historian and Researcher. Other family members vary from "somewhat interested" to "just going along" to please me and other more interested parts of the extended family. I have had no problem with myself, my wife and my brother-in-law's tests that I administer. Wife and Brother-in-law are in their own name with my email address and c/o Jan Goss as the addressee. Works fine.

However, in January I tested my daughter and grandson. They show up under their name as a match with me and the contact address is my email. The problem is I never received notice from FTDNA that their tests were completed. They just showed up one day as a match with me. I can not do anything with them. I can not log-in and enter any information on them.

My attempts to seek assistance from FTDNA have not worked. Something went wrong and I can find no way to contact Family Tree DNA to get a fix!

I am deeply frustrated. Any advice?
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  #4  
Old 4th June 2017, 11:43 AM
KATM KATM is offline
mtDNA: K1a3 | Y-DNA: R-L1308*
 
Join Date: Nov 2012
Location: Mid-Atlantic coast, U.S.A.
Posts: 787
Jan, are you saying that you have login information for these kits, but it doesn't allow you to log in? Did you receive emails to confirm the orders, when you first ordered the kits for your daughter and grandson?

Such emails usually have the subject "Family Tree DNA New Order Confirmation," and are sent very soon after you place your order. They should include a statement with the kit number and password, similar to "Thank you for ordering the Family Finder, Domestic Shipping tests. Your kit number is ZZZZZZ and your password is XXXXXX." Check your email account(s) and maybe your junk mail folder, just in case.

On the other hand, I've checked through my records and old emails, and I don't think I've received an email notification for Family Finder kit results being completed, at least since early (Jan.) in 2014. I had FF kits processed a couple of months later in 2014, and also 2015 and 2017, and got no notification when they were done.

Edited to add: I take it back. I did have a FF test done for a relative a few months ago, and indeed there was an email for that kit to inform me that "New Family Finder Results" had been uploaded.

I don't know what to tell you. Have you tried calling them? Did you start a support ticket at https://www.familytreedna.com/contact?

Last edited by KATM; 4th June 2017 at 11:50 AM.
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  #5  
Old 4th June 2017, 06:30 PM
jangoss jangoss is offline
FTDNA Customer
 
Join Date: May 2017
Posts: 3
Thanks KATM

I do not have log-in information. I never received confirmation email that test was conducted. I only received information that the test kits were ever received after I filled an inquiry. I was told (by Chabrelle W
Information Specialist - Update on Your Request {559678}) they had some problems with notifications; but, that yes my kits were received on January 20 & 21 and that I could expect results in 2 to 5 weeks.

Nothing happened. After 10 weeks I inquired again. Then I made "Request ID: 624346" and Byron M gave me this response:

"Dear Jan,

Thank you for contacting Family Tree DNA. I apologize for the difficulty you are having in accessing your account. I have sent a reset password email to the primary email address on the account. It will provide a temporary password. Please update the password within the next 1-2 weeks."

However, I never received the password. I know of no other email address associated with these kit numbers except for mine. Found no email in trash or junk files.

I have DNA tests with Ancestry.com, 23&Me and Family Tree DNA. Until now Family Tree DNA was my go-to favorite and most recommended. I fear FTDNA is slipping in the customer support function.
Jan C. Goss
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  #6  
Old 4th June 2017, 06:59 PM
prairielad prairielad is offline
FTDNA Customer
 
Join Date: Feb 2011
Location: Canada
Posts: 1,695
Depending on email provider you use and if you use computers email program, you may have to log on directly to the webmail online as they will many times filter out junk mail before it hits you computers email programs inbox.

ie) if one uses computers outlook email program, configured to your email provider instead of login into to email online....
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  #7  
Old 4th June 2017, 11:08 PM
ltd-jean-pull ltd-jean-pull is offline
FTDNA Customer
 
Join Date: Jun 2016
Posts: 304
Check through your e-mails for the e-mail that was sent when you ordered each kit. There will be a separate e-mail for each kit and this e-mail is to confirm your order and to tell you the kit number and password.

The subject line of each e-mail will be "Family Tree DNA New Order Confirmation" so I suggest you search on that exact phrase in your e-mails. The kit number and password will be in the message, not the subject line.

Good luck!

P.S.

I have created a separate folder in my e-mails for my FamilyTreeDNA orders etc. At the time when I order I forward the confirmation e-mail to myself and add kit number and name to the subject line e.g. 376524 MaleSmith to make it easier to find later (as I haven't always known exactly which male Smith will agree to test - if someone has agreed I type their name)
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  #8  
Old 5th June 2017, 06:51 AM
Jim Barrett Jim Barrett is offline
FTDNA Customer
 
Join Date: Apr 2003
Location: Timpson, TX
Posts: 1,953
Quote:
Originally Posted by jangoss View Post
However, in January I tested my daughter and grandson. They show up under their name as a match with me and the contact address is my email. The problem is I never received notice from FTDNA that their tests were completed. They just showed up one day as a match with me. I can not do anything with them. I can not log-in and enter any information on them.
Copy the email address you are seeing and use it to send yourself a message. It sounds like there is a error in the addresses.
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  #9  
Old 6th June 2017, 11:15 AM
jangoss jangoss is offline
FTDNA Customer
 
Join Date: May 2017
Posts: 3
Smile My Problem Finally Solved

Just this morning, I received email response to my latest customer support request. I am now able to set up my daughter and grandson's accounts. It was a long slog! I am a FamilyTreeDNA fan; but I hope they put more resources into customer support.
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  #10  
Old 7th June 2017, 06:47 AM
Jim Barrett Jim Barrett is offline
FTDNA Customer
 
Join Date: Apr 2003
Location: Timpson, TX
Posts: 1,953
It is hard to keep good people in customer support when they stay buried because of so many system problems.

Fixing problems reduces the load on customer support.
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