SelfDecode

Hi Jane, thank you for your detailed feedback — we can tell you've been a thoughtful and engaged user of our platform for a long time, and we genuinely appreciate that. We're confident in the scientific accuracy of our reports, which are built on peer-reviewed GWAS research and go deeper than general-purpose databases like SNPedia. In some cases, what may appear to be a contradiction between our reports and SNPedia actually reflects a difference in the type of association being described — for example, whether a study is reporting the risk allele or the protective allele, and the direction of the odds ratio. These nuances can look inconsistent on the surface but are scientifically sound. We also noticed that you raised the specific example of rs9357271 with our support team recently, and our team walked through exactly this kind of nuance — in that case, SelfDecode correctly identifies the T allele as increasing risk based on GWAS data (OR = 1.47), which is consistent with the underlying study, even if the framing on SNPedia differs. If you have further examples you'd like us to look into, we'd encourage you to send them through — we take every flagged discrepancy seriously and would correct any genuine error immediately. Regarding the lifetime membership and newer paid features — when lifetime memberships were offered, we were a much smaller company with no way of anticipating the entirely new product lines we'd go on to build. Your lifetime access still covers hundreds of DNA Health, Trait, and Biohacker Reports, plus a significant number of features added at no extra cost since your purchase, including the Lab Test Analyzer, Meal Plans, Action Plans, and much more. The Plus products represent separate, heavily-resourced product lines, and lifetime members do receive in-app discounts on these. We do hear your feedback and sincerely appreciate it. Please don't hesitate to reach out at [email protected] with any specific examples — we're always happy to investigate. SelfDecode Team

We're so sorry we missed this review — that's on us, and we apologize for the delayed response on top of an already frustrating experience. What you've described — being charged for a DNA kit you didn't intend to purchase, and then being unable to access your account due to the shipping address pop-up — is something we want to resolve for you right away. You should absolutely be able to access the reports you paid for, and if a kit was added to your order without your clear understanding, we want to make that right. If this hasn't been resolved yet, please reach out to our support team directly ([email protected]) and we'll prioritize getting your account unblocked and reviewing the charges. Your feedback on the checkout experience is also something we're taking seriously — it's important to us that customers always know exactly what they're paying for before being charged. We truly hope we still have the chance to turn this around for you.

We're sorry we're only seeing this now — we sincerely apologize for the delayed response. We're sorry to hear about your experience with the auto-renewal. We understand how frustrating it can be to miss a renewal notification, and we regret that the interaction left you feeling dismissed. That's never the experience we want for our members. If there's anything still unresolved or if you'd like to revisit this, please don't hesitate to reach out to our support team — we're happy to take another look and see what we can do. We appreciate you sharing your feedback, even after all this time.

We're so sorry we're only seeing this now — we sincerely apologize for the delayed response and for the experience you had. We'd love the opportunity to look into what happened on our end. If any of this is still unresolved, please reach out to our support team ([email protected]) directly and we'll make it a priority to sort out your subscription and any outstanding billing concerns. We appreciate you taking the time to leave this feedback, and we're sorry we didn't do better.

We're so sorry we're only seeing this now, and we sincerely apologize for the delay in responding to your emails at the time — that's not the standard we hold ourselves to. We completely understand how frustrating it is to have no visibility on your order, especially after reaching out to us multiple times. International shipments can take longer, but you should never be left without a response or tracking information. If this is still unresolved, please contact our support team directly and we'll look into your order right away. We're sorry for the poor experience and hope we still have the chance to make it right.