SelfDecode

Thank you so much for the kind words and for being with us since 2022. We completely hear you on the Medical Condition Reports. If you'd like to explore adding them, feel free to reach out to our support team at [email protected] and we'll see what we can do for a loyal long-time member like yourself.

Thanks so much for your review, Bret!

We totally agree! Thanks for your review, EG

Hi Chris, we're sorry the experience felt that frustrating — that's genuinely not what we want for anyone coming to us for the first time. We actually have a solution ready for you! Our team has already been in touch via support, and we can get your existing DNA upload transferred over to a Health Insights account manually — so you won't need to start from scratch. We'd love to make this as smooth as possible from here. Please check your support thread for next steps, and don't hesitate to reply there if you have any questions. We're happy to help!

Thank you so much, Derek — this truly made our day! We'll be sure to pass your kind words along to both Cassie and Sarah; knowing that the sessions were helpful and that the follow-up emails gave you something tangible to act on is exactly what we're aiming for. We're so glad you're getting more out of the platform now, and we're always here if you need anything. Wishing you all the best on your health journey! 💙

Thank you so much for taking the time to review our product, Carolyn! We're thrilled the information hit the mark and that your consultation was helpful and solution-oriented — that's exactly what we aim for. Wishing you all the best on your health journey. 😊

Thank you for the honest feedback, Kelly — we're sorry the report didn't deliver the depth and clarity you were expecting for the price. You raise a fair point, and we hear you. While our recommendations are personalized based on your genetic data, we understand that some of them may feel too general or not actionable enough — and that's something we take seriously as we continue to improve our reports. We'd love the opportunity to help you get more out of your results. Our support team can walk you through how to navigate your findings in more detail, and a consultation call may help connect your genetics to more specific, practical steps. Please don't hesitate to reach out — we'd like to make sure you feel the value was worth it.

Hi Tom, Thank you for your review! It means a lot to us. All the best.

Thank you so much for taking the time to share this . We're really glad your session with Lusine was so helpful! She's wonderful at breaking things down clearly. We're sorry to hear the platform felt overwhelming at first. You're definitely not alone in that. SelfDecode packs a lot in, and it can take a session or two to find your footing. That's exactly why our consultation team exists. We do want to gently clarify: while we don't include unlimited 1:1 calls as part of the subscription, we do offer quite a bit of ongoing support! Our customer support team is available 7 days a week and is always just an email away at [email protected]. And if any new questions come up around navigating your results, we're always happy to schedule another call. Given how much you clearly value the insights, we'd love the chance to make this work for you before your renewal. Please don't hesitate to reach out — we'd love to keep you on this journey. 💙

Thank you so much for your review. It means a lot to us. 🙏 You've put it perfectly: your genetic data is the most personal data there is, and we believe you should always be in full control of it. That's not just a policy for us--it's a core value that shapes every decision we make as a company. We're so glad that comes through, and that it resonates with you. Reviews like this remind us exactly why we built SelfDecode the way we did. Thank you for trusting us with something so personal. 💙

Thank you for your review, Natalie!

Wow, thank you so much for sharing this. 🙏 Going from chronic illness to dramatically improved blood results and health through personalized supplementation based on your DNA... that's exactly what SelfDecode was built for. Hearing that it made a real, tangible difference in your life is the greatest validation we could ask for. And the fact that you've now brought your husband and daughters into it? There's nothing quite like being able to do this for the people you love most. Thank you for trusting us with your family's health. We're rooting for all of you. 💙

Thank you for the lovely review! We're so glad Sarah could help you get more out of the platform — that's exactly what we're here for. Wishing you all the best on your health journey! 😊

Thank you so much for taking the time to share this — it genuinely made our day! We'll be sure to pass your kind words along to Carlos; this is exactly the kind of feedback that means the world to our team. We're glad he could make the renewal process a smooth one during a tough time, and we're honored to have your continued trust. Looking forward to supporting you on your health journey! 💙

Thank you for sharing your feedback, and we genuinely appreciate your long-term loyalty as a customer. We completely understand why the evolution of our platform might feel frustrating, and we want to take a moment to address your concerns openly and honestly. When we originally offered lifetime memberships, we were a much smaller company with a much simpler product. At that time, we truly had no way of foreseeing the scale of innovation and entirely new product lines we would go on to build. The lifetime access you purchased was never intended as a bait and switch — it was a sincere offer for everything we had at the time, and everything we've continued to add to that core offering. And we have added a lot. Since your purchase, we've built and included for our lifetime members at no additional cost: custom Meal Plans, Questionnaires, the Recommendations Tool, Action Plans, the Health Overview Report, Lifestyle Assessments, the Lab Test Analyzer, and thousands of new Health, Biohacker, and Trait Reports. These are meaningful additions that were never part of your original subscription, and you've had full access to all of them. The Plus products — such as PGx Reports, the Longevity Screener, DecodyGPT, Carrier Status, and Ancestry — represent entirely separate, heavily-resourced product lines that required significant investment to develop and maintain. Including them for free across all lifetime memberships simply isn't something we're able to do while continuing to operate and grow. Our original Terms of Service, which you agreed to upon sign-up, do reflect that new products are not automatically included in prior subscriptions. That said, as a lifetime member, you do have access to in-app discounts on these newer products — a way for us to recognize and reward the loyalty of long-standing members like yourself. We truly value your support over the years, and we're sorry this experience has left you feeling let down. If there's anything we can help clarify or assist with, please don't hesitate to reach out. Warm regards, Cassie Manager, Customer Support

Hi Michal, thank you for sharing your feedback. We're sorry to hear about your experience, and we want to address this directly. Our team did respond to your support request on March 6th. Our reply bounced back due to an issue with your email address, which meant it never reached you. We completely understand how frustrating it must have been to feel like your message went unanswered, and we sincerely apologize for that. Once we became aware you hadn't received our response, we reached back out on March 14th with the information you needed. We hope you've had a chance to review that reply. Regarding your concerns about our reports and recommendations — our content is based on scientific research and is intended to be informational. We always encourage members to work with their healthcare provider before making any changes to their supplementation. We'd love the opportunity to make this right. Please don't hesitate to reach out to us at [email protected] and we'll be happy to assist you further. Cassie Manager, Customer Support

Hey Barbara, thank you so much for your review! We agree--it's great to have a place to store your lab results and track trends over time. Being able to combing those insights with your genetics? Game-changer! Thanks for being a great customer and thanks again for the review, Barbara! :)

Thank you so much for your thoughtful review, Diana. We agree that Dr. Greg is a gem, and we're glad to hear you've gotten the help you needed. Thank you again, Diana!

Hi Sean, thank you for your feedback — we genuinely appreciate you taking the time to share your experience, and we're sorry to hear it didn't meet your expectations. To provide a little context: your kit was processed and dispatched within 3 business days of your order, which falls within our standard handling window. We understand that when you're eager to get results, even a short wait can feel frustrating, and we appreciate your patience. Regarding the return label — for non-US customers, this is requested via a quick online form which takes just a couple of seconds to complete. Labels are typically emailed the next day, with a maximum turnaround of 5 business days. We understand this process may not have been as clearly communicated as it should have been, and your feedback on that is genuinely helpful. We are actively working on improving this. On the support side, it looks a few of your interactions came through our AI chat option, which states it searches the SelfDecode knowledge base and is not able to look up individual account details. We do offer a visible option to escalate to our email support team for account-specific queries — our human support team is always happy to help with those directly, 7 days a week across multiple time zones. As for our replies not reaching you — we did respond to your emails, but unfortunately your email provider returned our messages as undeliverable, which was outside of our control. If you have any outstanding questions, please don't hesitate to reach out again at [email protected] and we'll make sure you're taken care of. We truly hope your results give you the answers you're looking for, and thank you again for your feedback — it helps us keep improving the experience for all our customers. Warmly, Cassie Manager, Customer Support SelfDecode