I can't log in to my account
Most login issues come down to one of two things:
You've signed up with a different email than the one you're trying. Try using any other addresses you use.
Your password needs resetting. Click here to reset your password.
If neither of those work, drop us an email at hello@thriva.co confirming your date of birth, postcode and the last 4 digits of the card you used. We'll try to find your account so that you can log in as normal.
I used the wrong email when I signed up
No problem, we can change it for you. Because your email is how we send your results, we need to be sure the request is coming from you, so we'll ask you to verify a few details first:
Your full name and date of birth
Your delivery postcode
The last 4 digits of your payment card
Once you've confirmed those details, we can update the email address on your account for you.
My account is locked
To prevent unauthorised access, your Thriva account will be locked after multiple failed login attempts.
If your account is locked, drop us a message to hello@thriva.co confirming the following details:
Your full name and date of birth
Your delivery postcode
The last 4 digits of your payment card
With this information, we'll unlock your account so that you can log in as normal.
I've posted my sample back but can't access my account
Each kit has a unique barcode that links it to you, so the lab can process your results. Once we've updated your account to the correct email, your results will land there as soon as they're ready.
Still stuck?
Email us at hello@thriva.co with as much detail as you can — any email addresses you might have used, your order number, and the last 4 digits of the payment card used. We'll look into this and get back to you as soon as possibile.
Related articles: