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Access to my original account; DNA order that was not fulfilled

Liilia Corradi

January 01, 2017 22:45

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I am now writing you to ask for advice. Today, it seems, something went wrong with my Geni account. Can't access it & it is treating me as if I had just registered to become a new member, offering me a temporary free trial!

Another problem is that I had ordered the complete package of DNA tests in early November. As I left for a trip towards the end of November I was wondering how come nothing had arrived... I was sure to find that delivery in the mail upon my return, but to this day nothing has arrived, despite immediate payment upon order! Whom should I contact about these problems?
Liilia. Corradi

claritylcd4@gmail.com

1 comment

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  Jeff, Geni Curator January 02, 2017 03:19

  For your first question, you're using two different email addresses.  The one you reference in this post is the one with your old account and the full tree.  That was not the email you used when you recently logged in, so it treated you as a new user, since your account is based on your email address.  I can initiate a merge between your two accounts.

  As for your second question with the DNA, I would contact subscriptions@geni.com  You may also want to look at the normal wait time from FamilyTreeDNA, who I believe is the partner Geni uses for the DNA tests.