To create your account and start the activation you have to include the G code that you will find on the barcode of the kit tube or the RD code in case you have a swab kit. Please follow the instructions in this link:
If you are still suffering issues and you are connected to a VPN, please disconnect and try again.
The purchase email is NOT linked to the activation, the activation is completely independent, therefore you have to start the process from zero and create the account at the time you start the activation of the sample, the purchase email will never be recognized by the system if you did not make the activation process previously.
If once you have activated the sample you cannot access your account because you have forgotten your password, you can follow this link and click in "Forgot my password"