Try the following troubleshooting steps:

1. Is the Kit ID number entered correctly?

You can find the Kit ID on your “Register your kit” card. Double-check it.

2. Are you using more than 1 kit within one household?

Then make sure you’re registering the kit that is assigned to you. Read more here.

3. Check your account to see if you have already registered this kit to your account.

Once you have entered your Kit ID, created a Verisana account, and completed all the steps, your kit has completed the registration process, and cannot be registered again.

4. If the steps above don’t help, contact our customer service at

Please include the following information in your email:

  1. Your Kit ID
  2. Your order number
  3. The browser you are using 
  4. Is there an error message? If so, what does it say? Send a screenshot if possible.