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I bought an SNP test (CTS4179) but it's not showing up in my account

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  • I bought an SNP test (CTS4179) but it's not showing up in my account

    Hi everyone,

    I'm new to Y-DNA testing but I bought an SNP test for my predicted haplogroup (R-M198), my test results show it's completed but it's not showing up in my account whatsoever and the SNP button when you go into the Haplotree isn't showing up either.

    Can anyone help me?

    Thanks.

  • #2
    I advise contacting Customer Support.

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    • #3
      I contacted Customer Services but still no word from them yet, I'm annoyed as I hope I've not wasted £30 doing a SNP test when I've not got the results yet when it says it's complete.
      Last edited by TizianosBoy; 24 April 2021, 01:29 PM.

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      • #4
        Did you get a confirmation email, saying that you would get a response soon from one of the Information Specialists (or similar)? A confirmation email usually arrives first. Depending upon when you contacted them, a specialist usually should reply within a 2 to 4 day period. Responses may be delayed over a weekend, but it shouldn't be too long for you to hear from them.

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        • #5
          Originally posted by KATM View Post
          Did you get a confirmation email, saying that you would get a response soon from one of the Information Specialists (or similar)? A confirmation email usually arrives first. Depending upon when you contacted them, a specialist usually should reply within a 2 to 4 day period. Responses may be delayed over a weekend, but it shouldn't be too long for you to hear from them.
          Yes, I got a email back and a support ticket, said it would take up to 72 hours to hear back, so hopefully I'll hear by Monday, thanks for replying to me.

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          • #6
            It's been over 2 weeks and nothing from FTDNA Support at all, what other options do I have? I've just wasted £28 ($39).

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            • #7
              Since you refer to £28, that leads me to believe you may be living outside of the U.S. So I won't advise you to phone FTDNA. But, you can reply to the confirmation email you received from FTDNA (which has your support request ID number for their reference), and ask them why they have not responded. If you can afford to phone, by all means you can try doing that. I would try the email reply method first.

              I don't think you will have wasted your money, as the problem should be able to be addressed. It seems that there is some type of glitch that FTDNA needs to address to make your results available to you. Keep letting them know about your problem until you get an answer.

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              • #8
                I think that the fastest way to contact FTDNA is to use their chat.

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                • #9
                  I forgot about the chat! Good catch, vmlilli!

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