What we do know is that if you have activated a second kit on the same device without logging out of your portal then the second kit will have been activated in your portal.
What does this mean ?
You will not have a portal per kit and that both tests will be able to be accessed under one email and password, this is the portal that you originally created with your email address and so will have received an email from us to confirm the set up.
What has happened to my email ?
The reason your email address is not recognised by the system will be because it has been overwritten by the email address that was submitted for the second kit.
So What do I do now ?
The password should not have changed, so you should be able to log in to the portal using the second email address and your password. If you are not able to do this please click here to reset the password. *Please note you will need to send to the second email address and not your original one.
Once logged in to the portal you can change the email address used by clicking on the My account section and adding the required account holder name and email address.
We don't want our results together !
If you would prefer separate user portals, please designate which kit ID should be with which email address and we will arrange for the results to be split out for you. If this is the case please contact the helpdesk, providing your full name and unique LD reference number.