Contact Us
Email Support
General questions about your test or results
support@humanome.aiResponse within 24 hours
Concierge Support
Priority support for Concierge customers
concierge@humanome.ai888-936-8935 (888-WENTZEL)Priority response, Mon-Fri 9am-5pm EST
Frequently Asked Questions
How long does it take to get my results?▼
After your blood draw at Quest Diagnostics, results typically take 2-4 weeks. You'll receive an email notification when your results are ready to view in your dashboard.
What do the ACMG classifications mean?▼
ACMG classifications range from Benign (not harmful) to Pathogenic (disease-causing). Variants of Uncertain Significance (VUS) mean there isn't enough evidence yet to determine impact. See our Understanding Results guide for details.
Can I share my results with my doctor?▼
Yes! You can download a PDF report from your dashboard that's formatted for healthcare providers. Many doctors appreciate having this information for your medical record.
What is Sentinel monitoring?▼
Sentinel re-scans your genome monthly against updated databases and research. If a variant's classification changes based on new evidence, you'll be notified immediately.
How do I cancel my Sentinel subscription?▼
Go to Dashboard → Settings → Subscription and click "Cancel Subscription." Your access continues until the end of your billing period. You can resubscribe anytime.
Can I upload my own VCF file from 23andMe or Ancestry?▼
Yes! If you already have DNA data from another service, you can upload your VCF file and subscribe to Sentinel monitoring. Visit our Upload page to get started.
Is my genetic data secure?▼
Absolutely. We use AES-256 encryption, HIPAA-aligned infrastructure, and never sell your data. See our Security page for complete details.
What's the difference between Sentinel Monitoring and Sentinel Plus?▼
Monitoring ($7.99/mo) includes monthly re-scans and alerts. Plus ($14.99/mo) adds AI-powered summaries, clinical trial matching, and ancestry insights.
Troubleshooting
Can't Log In
- 1.Try resetting your password using "Forgot Password"
- 2.Check that you're using the email you signed up with
- 3.Clear your browser cache and cookies
- 4.Try a different browser or incognito mode
Results Not Showing
- 1.Check your email for a results notification
- 2.Lab processing typically takes 2-4 weeks
- 3.Verify you completed your lab visit
- 4.Contact support if it's been more than 4 weeks
Can't Download VCF File
- 1.Ensure you're logged into your account
- 2.Go to Dashboard → Downloads
- 3.Click "Download VCF" and confirm your identity
- 4.Check your downloads folder for the file
Subscription Billing Issue
- 1.Check that your payment method is up to date
- 2.Go to Dashboard → Settings → Billing
- 3.Update your card if it expired
- 4.Contact support for refund requests
System Status
A public status page is coming soon. If you're experiencing an issue right now, email support@humanome.ai and we'll get back to you within 24 hours.