Once you have received your Helix saliva collection kit, you will need to register the bar-code located on your saliva collection tube so Helix can connect that tube to you and process your sample.
In order to register, you will need to either create a new account or log in to an existing Helix account. Keep in mind that an account is not created when an order is placed.
Creating a new Helix account.
To create a Helix account, go to https://store.helix.com/start
Here you will enter your name and the email address you want your account to be under; be sure that the email address you choose can send and receive emails. You will also be asked for your birth date, remember that the account owner must be 18+.
Next, you will be asked to confirm your email address. The confirmation email should appear in your email account within a few minutes, but can take up to 24 hours (depending on your service provider) or might be in your trash or spam folders. Once you have located this email, follow the instructions provided to set your account’s password.
Once you have confirmed your account email address and set your account’s password, you will need to enter your kit’s barcode to complete registration.
- If you left Helix after confirming your account but before you completed the registration process, just navigate back to https://store.helix.com/start and select the Sign In link instead and enter your account’s credentials.
Logging into an existing account.
To register to an existing account, navigate to https://store.helix.com/start
Click the Sign In link and enter your account email address and password. If you forgot your password and have lost access to your email account for the reset email, please contact the Helix team for assistance.
Why do I have to register my kit barcode?
Registering the barcode located on your saliva collection tube allows us to connect that tube to you and your account. Without the registration process, Helix wouldn’t know who provided the sample or which account to display the results in. For these reasons, Hielix is unable to process unregistered samples.
If I purchased through an authorized retailer, do I still need to register my kit?
Yes - absolutely! Kits purchased through an authorized retailer (e.g. Amazon.com) must be registered before you mail your sample back to the laboratory. The only way Helix can connect your kit’s barcode to you is through the registration process.
If you’ve already mailed your sample back to the laboratory without registering or making note of your kit’s barcode, please contact us to learn about your options. In some cases, a new kit and sample may be necessary.
If I purchased through the Helix online store, do I still need to register my kit?
Yes. Registering the barcode located on your saliva collection tube allows us to connect that tube to you and your account. Without the registration process, we wouldn’t know who provided the sample or which account to display the results in. For these reasons, we are unable to process unregistered samples.
I received Helix / Insitome as a gift, how do I get started?
First, you will need to register your kit:
- If you already have a Helix account, use the Sign In link during the registration process and enter your account’s email address and password.
- If you are new to Helix, you can create an account at the beginning of the registration process by filling out the fields located under Sign Up.
Can I register anonymously?
We have designed our service to give customers control over how much information they share. That includes giving Insitome customers the prerogative to use a pseudonym when sharing results with other Insitome customers, if they wish.
However, no matter how you choose to identify yourself in our online community, Helix Terms of Service require that you provide true and accurate registration information and submit either your own saliva or that of a person from whom you have authorization. What this means is when you register your kit, you must use your real name. Once your kit has been registered, you may change your Insitome profile name to any name you wish to use from within your account settings.
Once your sample reaches the laboratory, it is identified by the unique anonymous barcode printed directly on the sample tube. Your ordering information (shipping address, credit card information, etc.) is stored separately from your genetic data, and connecting the two would require breaching several layers of security.
Can I share an account with a family member?
We recommend against sharing login credentials, but that is your prerogative. Currently, there is no functionality to share one account with multiple people.
Can I give a kit to someone other than who was listed during purchase?
Yes - you can give an unregistered collection tube to someone else. It is only during the registration process that a collection tube is connected with a specific person. The new recipient can start registration by visiting: https://store.helix.com/start
If the collection tube has been registered or the new recipient is receiving an error message during registration, please contact Helix from the registered email address and they will outline the available options.
What browser should I use to register a kit?
The Insitome and Helix websites both support the latest versions of Chrome, Safari, and Firefox. We recommend using the most up-to-date browser version available. If the system that you use does not support an upgrade to the latest version of your preferred browser, we recommend downloading Chrome for the best site experience.
- Disable extensions or add-ons that may compromise compatibility.
- Update your browser.
- Try a different browser.
- If you are using a mobile device, try a desktop computer.
Contact Helix if the issue persists across multiple browsers or devices.
Do I need an email address and a computer in order to register a kit?
Yes - you will need to have a valid email address from which you can send and receive messages, and access to a computer or mobile device that connects to the internet in order to register your kit and receive the service.
Please note that the information available to you from Insitome will be presented in the context of our web-based reports, tools, and features accessible through your account online. Within your online account, you will have the ability to print individual reports or a summary of all your results. However, Insitome is exclusively an online service, and we do not provide a printed or printable report via mail or email.
Where can I find my kit barcode?
Your barcode is available on the original packaging.
I already mailed my sample without registering, what should I do now?
Helix will contact you upon receipt of the sample to complete the registration process.
Where do I register my kit barcode?
To begin registration, navigate to https://www.helix.com/start
How do I add another kit to my account?
Currently, this functionality is not available. You can however purchase multiple Helix applications or Insitome Insights from the Helix web store.
I’m not sure if I already have an account.
A Helix and/or Insitome account is not created when you place an order. If you are unsure whether or not you have an account because you placed an order with Insitome or Helix, it is unlikely that you already have an account. We suggest contacting Helix customer care to resolve your concern.
If you try to sign up with the email address of an existing account, you will get an error.
I’m getting an error.
Please contact Helix customer care to resolve errors that appear during registration.
I mistyped my email address when I created my account.
If you mistyped your email address when creating your account, simply go through the creation process again using the correct email address. You can let the Helix Customer Care Team know about the incorrect email address by contacting them.
I didn’t receive the email address confirmation message.
If you haven’t received the email address confirmation message, try the following:
- Check your spam and trash folders for emails from email@example.com.
- Check your email later. There may be a delay in sending or receiving this email. Typically customers will receive the email within a few minutes but in some cases it may take up to 24 hours.
- Check the spelling of the email address you provided, and make sure that the email address is able to send and receive emails.
I already confirmed my email address/account, how do I continue registration?
After you confirm your email address, you will be prompted to set up a password and continue with the registration process. If you navigated away from Helix / Insitome after setting your password, you can continue registering using the Sign In link.
I’m not sure if I registered my kit barcode.
Registration information is saved only once the process is completed and confirmed; you will receive an email confirming that your kit was registered. If you do not receive the email and you are not sure if you completed the registration process, you can check in a few ways:
- If you still have your kit and barcode, enter the barcode on the barcode entry page. If the kit is registered, you will see a message that "this barcode has already been used."
- If you do not have your kit, sign in to your Helix account and look for the sample status tile on the homepage. If your kit is registered, your sample status will reflect your kit's progress.
How do I confirm that I registered my kit barcode?
Once you have completed the registration process, you will receive an email confirming that your kit was registered. After registration, you can provide your sample and track the status of your kit from your profile homepage.
How do I unregister a kit from my account or request a replacement kit?
Please contact Helix for further assistance.