Support & contact

Last updated: .

Contact us

Official support and privacy address: . Describe the matter in plain text — we answer within a few working days.

Never send your raw DNA file, your analysis results or other genetic data by email. We do not need it and cannot process it securely — see the troubleshooting section below for which non-sensitive information actually helps us.

The service is provided by Victor Wickström, sole proprietorship in Denmark, postal address Søndre vagt 21, 3500 Værløse, Denmark. The business is currently not VAT-registered and therefore has no CVR number.

Get your raw data file

Not sure where to download your raw data? See our download guides for MyHeritage, 23andMe, AncestryDNA and FamilyTreeDNA.

Troubleshooting

  • The file is not read: check that it is a raw data export (.txt, .csv or .zip — zip is unpacked automatically) from a compatible service — not a PDF report or ancestry file.
  • The FamilyTreeDNA file ends in .gz: unpack it to .csv first (on Mac a double-click is often enough; on Windows you can use e.g. 7-Zip) and then upload the .csv file.
  • Results disappeared after reload: analysis results are stored locally on your device. If you cleared browser data you need to analyze the file again.
  • Analysis takes a long time or seems to hang: large files can take a while — keep the tab open. If it gets completely stuck, reload the page and try again; try Chrome or Firefox if you get problems in Safari (which sometimes unpacks zip files incompletely).
  • DNA Chat does not answer: the feature is optional and requires you to give consent in the app first. If you revoked consent the chat is off and nothing is sent. If you consented but get an error it is usually because the AI service is temporarily unreachable — try again later; the normal analysis is not affected.
  • The sign-in code does not arrive: check the spam folder and that you entered the same address as at registration. The code is time-limited — request a new one if the old has expired.

The file or provider is not supported

DNAHelper reads raw data exports from MyHeritage, 23andMe, AncestryDNA and FamilyTreeDNA as .txt or .csv. A file counts as unsupported if it comes from another service, is another file format (e.g. PDF report, VCF or family-tree file) or does not follow the provider's normal export structure.

Try this before assuming the file is unsupported:

  • Check that you exported raw data — not a finished report or ethnicity estimate.
  • .zip files can be dropped directly — DNAHelper unpacks them automatically and reads the .csv or .txt inside (applies to MyHeritage, 23andMe and AncestryDNA).
  • Unpack .gz files to .csv first (applies to FamilyTreeDNA).
  • Re-download the export if the file may have been interrupted or incomplete.

Never send your raw DNA file or genetic data via email or support channels. If the file is not enough you can instead describe this non-sensitive information:

  • which provider the file comes from;
  • the file extension (.txt, .csv, .zip, .gz) and approximate file size;
  • the error message verbatim, if any is shown;
  • browser and operating system (e.g. Safari on iPhone).

Want us to support a provider or format we do not handle today? Requests are registered in our product backlog and steer what is added next. Send the request to with the fields above — without DNA data.

Payment & subscription

Purchase of DNAHelper+ is handled by Stripe — card details never reach us. The subscription is managed via the Stripe customer portal in the app, where you cancel it whenever you want; access is kept until the end of the paid period. Right of withdrawal within 14 days per the terms — contact us at the address above. The free period requires no payment card and never leads to automatic charges.

Privacy questions

See the privacy policy for what is stored and where. Contact for privacy questions: .