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Can you help me with my account details?
Can you help me with my account details?

Changing your personal details, trouble logging in and changing your password

Anna avatar
Written by Anna
Updated over a week ago

How do I change my personal details?

To change your account details, you'll need to login to your Thriva account, then navigate to the menu in the top right hand corner.

Click settings to change:

  • your delivery address

  • your payment details

  • your date of birth

  • your password.

Click my health profile to change:

  • your contact phone number

  • your health goals

  • anything you'd like the reviewing GP to know.

To change the email address associated with your account, please get in touch with our customer experience team at

I'm having trouble logging in?

We're sorry that you're having trouble. We'll get you logging on in no time.

Firstly, make sure you have a strong internet connection.

  1. Use Google Chrome:

    Unfortunately, sometimes people have trouble with our website using Internet Explorer. We recommend using Google Chrome. Or instead, Safari.

  2. Type your email address and password:

    Sometimes typing these details in — instead of copying and pasting them — works better. Make sure there are no spaces before the email address.

  3. Delete the cookies from your browser:

    Your browser stores cookies from websites you've visited. And sometimes this can cause trouble when logging in to our website. We'd recommend deleting them and having another go. More info on deleting cookies can be found here.

Now try logging in and see how you get on.

I've mistyped my email address — can you help?

We'll need to confirm some details before we can help with this.

If you entered the wrong email address, please contact our customer experience team at with the following security information:

  • Date of birth

  • Postcode

  • Last 4 digits of long card number.

We'll then get this sorted for you right away.

How do I change my password?

To reset your Thriva password, please click here.

How do you keep my data secure?

We care about your privacy and we take security very seriously. We use the latest encryption technologies and we will only share your personal information with other organisations after careful consideration and only when we have a legitimate reason. You can log in to your secure dashboard at any time to review your results. And all your data is stored on secure servers based in the EU.

Please be assured that we don't collect or store DNA, blood type or any additional information that hasn't been requested by you. Our labs are UKAS compliant and dispose of your samples within seven days as per lab policy. The tests carried out on your sample are only those that you agreed to being run.

If you do wish to share your results, you can do so either by printing them off using the "view printable results" button on your dashboard, or by downloading a PDF copy of your results via this link.

We don’t share any clinical data or test results with third parties. Our privacy policy, website terms and customer terms are always available in the footer of the website.

Looking for something else? Perhaps one of these articles might help:

How do I get my results?
Which labs do you work with?

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