Trouble logging into 3X4

Use this article to get assistance with getting into your 3X4 account.

I don't know where I need to log in

Visit this article to see where to go to log into the 3X4 service you're looking for: How do I log into my 3X4 account?.

I forgot my password

Visit this article to get instructions: How to reset a 3X4 password.

I don't know which email I used

Try these steps in order:

1. Search your inboxes for messages from @3X4genetics.com or @3X4.io, including your spam or junk folder. Your order confirmation or kit registration are good places to look.
2. Try the email address you used at checkout, then any other personal, work, or older addresses you use.
3. When you try each address, select Reset password on the sign-in screen. A reset email only arrives at an address that has an account, so receiving one tells you that address is the right one.

If you can't remember, contact us at support@3X4genetics.com. We'll ask a few questions to confirm it's you before we provide you with any information on the account.

I no longer have access to my email

If you no longer have access to your email, contact us at support@3X4genetics.com. We'll ask a few questions to confirm it's you before we change anything on the account.

I didn't get my password reset email

1. Wait a few minutes, then check again.
2. Check your spam, junk, and promotions folders.
3. Confirm the email address is spelled correctly. A typo sends the message to a different inbox. If you find a typo, request the email again with the correct address.
4. Add 3X4's sending address to your contacts or safe senders list, then request the email again (no-reply@3X4.io and info@3X4.io).
5. If you used a work or school email, your organization's filters may be blocking the message.

If none of these work, contact us at support@3X4genetics.com and tell us the email address you're using.

My password isn't working

1. Check that Caps Lock is off and that there are no extra spaces before or after your password.
2. Confirm you're using the email address tied to your account.
3. If you use a password manager or autofill, make sure it isn't filling in an older password.
4. If it still doesn't work, reset your password using the steps above.

My one-time passcode didn't arrive / doesn't work

A one-time passcode (OTP) is a short code we send by email to confirm it's you when you log in.

If your code didn't arrive

1. Wait a minute, then check again. [VERIFY: typical delivery time]
2. Check that you're looking at the right place. The code goes to the [VERIFY: email address or phone number] on your account.
3. If it was sent by email, check your spam and junk folders. See "I didn't get my email" above for more steps.
4. Select Resend code to request a new one. [VERIFY: exact label and any wait time before resending]

If your code doesn't work

1. Use the newest code only. Each time you request a new code, the earlier ones stop working.
2. Enter the code soon after you get it. If yours has expired, request a new one.
3. Check each digit, and make sure there are no extra spaces if you paste the code.

Still need help?

Contact our support team at support@3X4genetics.com. Including these details helps us resolve your issue faster:

• The email address you're trying to log in with
• Your kit code, if you have it
• What happens when you try to log in, including any message you see
• A screenshot of the message, if you can take one
• Whether you're using the app or a web browser, and on what device