If you can't find the answer you're looking for below, our support team is happy to help.
We aim to respond to all inquiries within 48 hours. When contacting us, please include as much detail as possible, such as the email address associated with your account, the type of device you're using, and a description of the issue.
Getting Started
Using the Website
- Get your DNA data. You'll need a raw DNA data file from a supported provider such as 23andMe, AncestryDNA, or MyHeritage, or a Whole Genome Sequencing (WGS) VCF file from providers like Nebula Genomics, Dante Labs, Sequencing.com, or Nucleus Genomics.
- Upload your file. Visit gene2rx.com and upload your data file. We support
.txt, .csv, .vcf, and .vcf.gz formats.
- Choose a report. Select the report tier that best fits your needs: Starter, Psychiatric, or Full Report.
- Receive your report. After payment, your report will be generated and emailed to you. You can also access it anytime from your account.
Using the iOS App
- Create an account. You can create an account on the Gene2Rx website or directly in the App. Medication tracking, symptom logging, and other tools are available immediately. To view your pharmacogenetic results and gene-drug guidance in the App, you'll need to purchase a report through the website or a supported partner.
- Download the App. Search for "Gene2Rx" in the Apple App Store and download it to your iPhone or iPad.
- Sign in. Log in with the same email and password you use on the Gene2Rx website.
- Explore your results. View your pharmacogenetic results, track medications, log symptoms and moods, and optionally connect Apple HealthKit.
Account & Login
Resetting your password
If you've forgotten your password, visit the password reset page and enter the email address associated with your account. You'll receive an email with instructions to create a new password. This password works for both the website and the App.
Updating your email address
To update the email address on your account, please contact us at support@gene2rx.com.
Deleting your data or account
You can manage your data and account from your profile page:
- Delete Data — Removes your stored DNA data file from our servers while keeping your account and reports. Available if you opted in to data storage.
- Delete Account — Permanently deletes your account, DNA data files, reports, and all personal information from our servers.
You can also request account deletion by contacting us at support@gene2rx.com. Data stored locally on your device by the App will be removed when you uninstall the App.
Note: Account deletion is permanent and cannot be undone. If you have an active subscription through the App Store, you must cancel it separately through your device's App Store settings.
Reports & Genetic Data
Supported data formats
- Direct-to-consumer tests: Raw data files from 23andMe, AncestryDNA, and MyHeritage (
.txt or .csv)
- Whole Genome Sequencing: VCF files (
.vcf or .vcf.gz) from providers like Nebula Genomics, Dante Labs, Sequencing.com, and Nucleus Genomics. Both GRCh38 and hg19 reference builds are supported.
Report tiers
- Starter Report — An introduction to your pharmacogenetic profile, covering key genes.
- Psychiatric Report — Focused on medications commonly used in mental health.
- Full Report — Comprehensive analysis covering all medication categories.
Re-generating a report
If your DNA data file is stored with your account, you can re-generate your report to reflect the latest CPIC guidance updates.
Upgrading your report
If you purchased a Starter or specialty report, you can upgrade to a higher tier at a discounted price from your account profile.
iOS App
Features
The Gene2Rx iOS App is a companion to the website that lets you:
- View your pharmacogenetic results and gene-drug interactions
- Track medications with dosage, frequency, and reminder notifications
- Log symptoms, moods, and energy levels over time
- Track medication adherence and view streaks
- Check drug interactions informed by your genetic profile
- Optionally connect Apple HealthKit to view health metrics alongside your genetic data
- Export your data as CSV or PDF to share with your healthcare provider
Requirements
- iOS 17.0 or later
- iPhone or iPad
- A Gene2Rx account (a purchased report is required only for pharmacogenetic results and gene-drug guidance)
Data storage
Medications, symptoms, mood entries, dose tracking, and HealthKit data are stored exclusively on your device. This data is not uploaded to Gene2Rx servers. If you uninstall the App, all locally stored data will be permanently deleted.
Apple HealthKit
The App can optionally read data from Apple Health, including heart rate, blood pressure, body weight, blood glucose, step count, and sleep data. HealthKit access is entirely optional and can be granted or revoked at any time in your device's Settings under Privacy & Security > Health > Gene2Rx. HealthKit data never leaves your device.
Notifications
The App may send local push notifications for medication reminders, health check-in prompts, and adherence milestones. These notifications are generated on your device and do not transmit data to our servers. You can manage notification preferences in your device's Settings.
Subscriptions & Billing
Website purchases
Report purchases made on the website are processed by Stripe. We do not store your credit card information. For billing questions about website purchases, contact us at support@gene2rx.com.
App subscriptions (in-app purchases)
The App offers optional Pro subscription plans processed through Apple's App Store. Subscriptions automatically renew unless cancelled at least 24 hours before the end of the current billing period.
Managing or cancelling an App subscription
- Open the Settings app on your iPhone or iPad.
- Tap your name at the top of the screen.
- Tap Subscriptions.
- Select Gene2Rx from the list.
- Tap Cancel Subscription and follow the prompts.
You will continue to have access to Pro features until the end of your current billing period.
Restoring purchases
If you reinstall the App or sign in on a new device, your subscription should restore automatically. If it does not, ensure you are signed in with the same Apple ID used for the original purchase. You can also try tapping "Restore Purchases" within the App's subscription settings.
Refunds
Refunds for website purchases are not issued once a report has been generated and made available. For App Store purchases, refund requests must be submitted directly to Apple at reportaproblem.apple.com.
Privacy & Security
Your privacy and the security of your genetic data are our highest priorities.
- All communication between your device and our servers is encrypted via HTTPS.
- Genetic data is encrypted at rest on our servers.
- Authentication tokens in the App are stored in the iOS Keychain.
- The App does not use any third-party analytics, advertising, or tracking frameworks.
- HealthKit data and locally stored App data are never transmitted to our servers.
- We will never sell or share your genetic data with insurance companies.
For full details, please review our Privacy Policy and Terms of Use.
Troubleshooting
My report is taking a long time
Most reports are generated within a few minutes. Whole Genome Sequencing (VCF) files may take longer due to increased computational requirements. If your report has not arrived within one hour, please contact us at support@gene2rx.com.
I can't log into the App
- Verify you're using the same email and password as your Gene2Rx website account.
- Try resetting your password via the password reset page.
- Ensure your device has an active internet connection.
- Update the App to the latest version from the App Store.
My results aren't showing in the App
- Ensure you have purchased and received at least one report on the Gene2Rx website.
- Try logging out and logging back in to refresh your data.
- Check that the App is updated to the latest version.
Upload errors
- Make sure your file is in a supported format (
.txt, .csv, .vcf, or .vcf.gz).
- Ensure the file is the raw data file from your testing provider, not a PDF or other processed report.
- If uploading a VCF file, ensure it is not corrupted and contains the expected variant data.
- If the problem persists, contact us with details about your data provider and file type.
Frequently Asked Questions
Is Gene2Rx a medical diagnostic tool?
No. Gene2Rx is for personal, informational use only. Our reports are not clinical-grade diagnostics and should not be used to make medical decisions without consulting your healthcare provider. Direct-to-consumer genetic data should be used as a conversation starter with your doctor.
Do I need the App to use Gene2Rx?
No. The iOS App is an optional companion to the Gene2Rx website. You can upload your data, purchase reports, and view your results entirely through the website. The App provides additional features like medication tracking, symptom logging, and HealthKit integration.
What DNA testing services are supported?
We support raw data files from 23andMe, AncestryDNA, and MyHeritage. We also support Whole Genome Sequencing (WGS) VCF files from providers such as Nebula Genomics, Dante Labs, Sequencing.com, and Nucleus Genomics. If you have data from another provider,
contact us and we may be able to help.
Is my genetic data safe?
Yes. Your data is encrypted in transit (HTTPS) and at rest on our servers. We never sell or share your genetic information with insurance companies or other third parties. You can delete your data at any time. See our
Privacy Policy for full details.
Can I get a refund?
Website purchases are non-refundable once a report has been generated. We provide example reports so you can review what's included before purchasing. For App Store subscription refunds, please submit a request directly to Apple at
reportaproblem.apple.com.
How do I delete my account and data?
Contact us at
support@gene2rx.com to request account deletion. We will remove your DNA data, reports, and personal information from our servers. Data stored locally on your device by the App will be removed when you uninstall it. If you have an active App Store subscription, cancel it separately in your device's Settings.
Does the App share my data with third parties?
No. The App does not use any third-party analytics, advertising, or tracking services. Data you enter in the App (medications, symptoms, moods, HealthKit) stays on your device and is never transmitted to Gene2Rx servers or any third party. The only data exchanged with our servers is your login credentials and pharmacogenetic results.
What happens to my data if I uninstall the App?
All data stored locally by the App (medications, symptoms, mood entries, dose tracking, and cached genetic results) is permanently deleted when you uninstall the App. Your Gene2Rx account and reports on our servers are not affected by uninstalling the App.