Promethease Payment FAQ

You are probably at this page because you have a receipt for a Promethease report, and have a question.

If your question is not answered below please email info@promethease.com

I have this receipt, but where is my report?[edit]

Your report was sent to the same email address as your receipt, usually one second before the receipt was sent. However it was sent from a different machine by a different email address. Generally speaking, it should arrive before you are able to click through and read this message. It is not uncommon for the report email to end up in a spam folder (especially if your email is at outlook.com or hotmail.com) so please check your spam folder as well. That email was sent by reports@promethease.com with the subject 'Promethease Report'. That email contains a link for you to View or Download your report.

I clicked on the links, but it says access denied[edit]

If clicking on the link shows a message similar to this

This XML file does not appear to have any style information associated with it. The document tree is shown below.
<Error>
<Code>AccessDenied</Code>
<Message>Request has expired</Message>
<Expires>2016-02-12T15:44:58Z</Expires>
<ServerTime>2016-03-20T02:06:32Z</ServerTime>
<RequestId>7AF538EC77A97D2D</RequestId>
<HostId>s3tFoHQMHCOldjRD+5GXjCeriRSUcy/YkBqWwf3aD74nVfR22MXucNsxBhGiwmc9g1HoGDuzEMQ=
</HostId>
</Error>

Then it has been more than 45 days since you created your report, and it has been removed from our servers. It's really gone. We can't get it back. We can't make you a new one (your input data was gone 24h after you made your report).

If you clicked 'Download' during the 45 day window, then you were sent a file named report.zip and your report is inside that. That version continues to work forever. Whether or not you made it, or can find it, there's a lot of new information that is constantly being added to SNPedia, and you might want to run a new report anyway. Many people run a new report every 6 months or so just to see what's new about our understanding of their genome.

How can I print my report?[edit]

There is a Help button in your report, which may be the best source of information, but it will link you to the page Promethease/Learn_More which explains printing and similar topics.