Frequently Asked Questions

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How It Works

Q. I’m a client, how do I purchase a report?

Our tests are only available through practitioners. If you are a client, please have your practitioner visit our website to sign up for an account.

Q. I’m a client, how do I set up an account?

As a client, once your practitioner has added you to their Toolbox Genomics practitioner account, you will receive an email with an account setup link. Click on the setup link which will redirect you to a verification page. You will be asked to enter either his birthday (if available) or the last name of the practitioner. You will then be asked to create a password. You will then log in to your account using your email address and newly created password. Upon initial login, you will see a brief questionnaire. Once the questionnaire has been completed, you will be asked to review and submit the terms & conditions form.

Technical Support

Q. I forgot my password.

You can reset your password by clicking on login at the top of the Toolbox Genomics webpage. You can then click on “Forgot Password”. You will be asked to verify your account email address and a password reset link will be emailed to your account.

Q. I cannot find the consent email in my inbox.

Please double check that you are looking in the email inbox that is associated with your Toolbox Genomics client account. Next, check for the Toolbox Genomics consent email in both your inbox as well as your spam folders. If you are unable to find your consent email you can contact your practitioner directly and request that their office resends the consent form.

Q. How do I change my password?

You can update your password by logging into your client account and going to your name at the upper right-hand corner of the Toolbox Genomics page. Hover the mouse over your name and select “Account Settings”. You can then select “Password” and update your password. If you have forgotten your password please see “I forgot my password” above.

Q. I am unable to register a kit.

If you are a client attempting to register a kit for a new client order and are experiencing issues please contact us at

Q. What happens if my technical question has not been answered.

If you have a question of a technical support nature that has not been answered above please feel free to contact us at

Have more questions? Please email us at