FAQs

About Our Products

At what age can I collect a swab sample from my animal? If puppy/kitten will I need to do it again later in life?

DNA does not change as you get older so you can collect a sample at any age. Puppies or kittens that are still suckling will need to be separated from their mum for at least 20 minutes to avoid contamination.

How long can I expect to wait for my results?

Once we receive your sample/s, we will send you an email confirming that your sample/s have arrived. From this date, you can expect to receive results via email within 10-14 business days. We will send another email when the sample is processing and one last one when the results are ready. In the meantime, you can login to your account to answer a few questions about your pet that will help us further customize the results to your pet.

How is Orivet different from other dog DNA tests?

Orivet proprietary (patent pending) algorithm is the only product in the market that provides a true risk analysis for your pet based not only on their DNA test results, but many other factors such as weight, gender, lifestyle, geographic location and age.

 

Our platform ranks risks based on prevalence and impact and our report focuses on the most COMMON and CLINICALLY RELEVANT conditions that your pet may be at HIGH risk for. Most other reports only reports DNA test results for often rare genetic diseases that are very unlikely to ever happen in your pet.

 

For a lot of these high-risk common diseases such as diabetes and cancer there are actually no DNA tests that can be used for screening. The Orivet reports includes recommendations for available screening suggestions that may include routine blood or urine tests and at the best age to have these done to maximize the chance of early detection.

How does the genetic testing process work?

A DNA sample is collected from your animal via cheek swab  – where the DNA is extracted. The DNA is then interrogated and compared against specific markers. These scientifically validated markers identify variations in the DNA, which are specific for diseases, traits or individual or breed identification.

How do I know that my pet’s results are accurate?

All our tests were developed from published, peer reviewed, scientific literature with strict quality assurance protocols. Before any commercial offerings, tests are also validated internally against “known” breeds and positive controls (carriers and/or affected). A DNA profile is also run with samples and allows for individual and breed identification and ensures no contamination.

Does the test provide proof of parentage?

No, this test does not provide proof of parentage, Orivet offers parentage verification but this is a different test that requires both parents’ DNA samples

Can mixed breed dogs have the MDR1 mutation?

Yes, any dog can have the MDR1 genetic variation and this is the reason for testing. This test provides important information about how your pet may react to certain medications. We recommend you share this information with your veterinarian.

What heartworm prevention products can I use if my dog has the MDR1 mutation?

Although affected dogs are sensitive to products containing ivermectin and related products such as selamectin, milbemycin and moxidectin, heartworm medications for pets usually contain low doses and are generally safe to use. In any case, always consult with a veterinarian before giving any medications to your pet, especially if your pet has a positive MDR1 test result.

What if I have more questions about my results?

Please contact us if you wish to discuss your results, our customer service representatives will be happy to talk to you or answer any questions by email. If they cannot answer your questions, they will direct your questions to our geneticist or a veterinarian and they will reach out to you.

You are also encouraged to discuss the results with you own veterinarian to obtain the most out of your pet’s report.

Do Orivet test results reveal which parent is the mother and which is the father?

Our breed identification DNA test is unable to determine which of the parents reported is the mother and which is the father. If you wish to confirm parentage we can offer you the parentage confirmation DNA test which are a separate test.

Do you share the results with anyone else?

Absolutely not, we take our commitment to the protection of our clients’ privacy extremely seriously and will never share your personal information with anyone without your express written permission. We do work with other scientists to use aggregated, non-identifying information to drive scientific discoveries. If we would like to use your pet’s DNA to be a part of that research we will reach out for you and ask your permission.

How do I use my Orivet kit to test my dog's DNA?

Collect your pet’s DNA from the inside of your pet’s mouth using the provided cheek swab (detailed collection instructions are included in the kit)

Activate your kit online and mail your pet’s DNA sample to us using the self-addressed mail-paid envelope provided.

Obtain your results within 2-3 weeks time.

Do the Orivet tests measure the purity of my purebred dog?

The test can be used to determine how genetically similar or different your dog is compared to other known purebreds of the same breed. Be aware that there will be times when a purebred dog will not match exactly to the signatures of the breeds in our database due to factors like genetic drift, the impact of breeder preference, and/or foreign/special family lines. The kennel clubs govern the definition of purity, so it would be best to follow up with the club you’re interested in to learn more about their qualifications and requirements.

Can the Orivet tests estimate my dog's age?

No, there are no commercial tests that we are aware of that can reliably determine your pet’s age genetically. We can suggest consulting with your veterinarian who may be able to help to estimate the age of your pet.

Can I have all my pets under one account?

You can have as many pets, dogs and cats, on your single Orivet account. Simply login to your account when you order a test for a new animal and it will be automatically added to your account. You can see all your animals under “My Animals” tab.

How will my pet's results be delivered to me?

Orivet creates a unique personal online account for each pet. Results are displayed in an easy-to-understand format with options to interact and monitor various aspects of your pet’s life including weight, nutrition, routine care, reminders, appointments and health screening with your veterinarian. You can share you pet’s profile with family, friends and other pet care providers.

 

Additionally, we provide a printable summary PDF report you can take with you to to your veterinarian in your next clinic visit. Your veterinarian is a key partner in delivering the full value of the reports for you and your pet.

Why can it take so long to process my dog's sample?

Orivet uses the most advanced DNA extraction, multiplication, analysis and computer statistical processes available. To make tests affordable we batch samples and run several multiple samples together. It is a simple matter of science and economics.

SAMPLE COLLECTION QUESTIONS

How do I activate my dog's sample?

Simply click on the ACTIVATE KIT button on the website and follow the prompts to enter any remaining information. Mail the sample back to us as soon as you can. We will send you an email confirmation that your kit has been activated and we are expecting it in the lab to complete the process.

Does weather or temperature extremes affect the quality of the swabs in transit?

Generally speaking, temperature and weather does not affect samples because we are using mitochondrial DNA contained with the nucleuses of the cheek cells, which is very stable. The biggest “enemies” of a DNA sample are microbes and moisture. If the swabs are not dry enough bacteria and fungi can multiply and degrade the DNA. This is the reason we ask to air dry the swabs for a few minutes before putting them back in the sleeve. Please do not use an external heat source to speed up drying and keep in mind that the protective sleeves should not be resealed as this may cause bacteria/fungus growth to occur.

My pet won’t allow me to swab their cheek, what should I do?

Some animals can be more difficult to swab than others and swabbing a cat can be more challenging than a dog. Usually the first swab is easier than the second as after the initial taste the animal can become resistant to the feel and taste of any second swab. Some suggestions are: Try to approach the animal with a level of calmness and from a less forceful manner.

 

Perhaps do one swab at a time or offer a reward after the first swab, wait for 30 minutes and collect the second swab. If all else fails, consult a veterinarian about taking blood sample, as it never fails and ensures quality DNA!

One of the swabs was damaged, are all swabs for my test?

Ideally 2-3 swabs are needed to provide enough DNA for the test, however if the sample was collected properly one swab may well be enough. Please send the single swab sample and we will contact you to arrange recollection if the analysis failed due to insufficient DNA. We will send you another set of swabs and re-test at no additional charge.

My dog just died. Can I still do a Orivet test?

Cheek swabs from a diseased pet are usually unrewarding and are unlikely to produce enough DNA for the test. However if you’re your veterinarian can provide a blood sample or frozen tissue sample we should be able to run the test for you.

How long can I leave the swabs out before they become unusable?

Swabs contained within the sealed pack can last for over 2 years. If the sterile packet was opened it needs to be used with a few hours provided they have not been exposed and have not touched anything. If the cheek swab was already collected, it should be placed back in its protective sleeve as soon as it’s air dried, within 5-10 min, more drying time is OK, but the longer the swab is exposed the higher the chance of contamination.  Please do not use an external heat source to speed up drying and keep in mind that the protective sleeves should not be resealed as this may cause bacteria/fungus growth to occur.

What if I have more than one dog in my home?

To prevent contamination it’s best to separate the pet you are swabbing for approximately 30 min prior to collecting their DNA. Especially if your pets are sharing food and water bowls, or if they are play-biting together.

How do I air-dry the swabs without contaminating them?

Allow the swabs to air dry for 3-5 minutes without touching anything especially other animals, people or dirty surface. This can be done by standing the swabs up in the allocated holes found in tray provided in your DNA kit box. Please do not use an external heat source to speed up drying and keep in mind that the protective sleeves should not be resealed as this may cause bacteria/fungus growth to occur.

How do I collect a good DNA sample from my dog's cheek?

Before collecting the sample, inspect your animal’s mouth between cheek and gums for any food material. Open swab packet carefully and avoid touching the bristle head with your hands at all times. Place the bristle (nylon) head against the inside of the cheek. Pinch the cheek around the bristle head and firmly roll the swab around the pinched area. Pinch and swirl for about 15 seconds.

 

Repeat this step with the remaining swabs.

 

Allow the swabs to air dry for 3-5 minutes. This can be done by standing the swabs up in the allocated holes found in your DNA kit box.

 

After the swabs have dried, place them back into the swab packet. Use the bar-code sticker to close the packet, but do not seal it completely. Place a second bar-code sticker on the front of the swab packet and keep the remaining bar-code for your records (front of this brochure).

How long after my dog has eaten and/or drank can I swab them?

Please wait at least 30 minutes after a meal or treat (drinking water is fine) to begin your DNA collection. Before collecting the sample, inspect your animal’s mouth between cheek and gums for any food material.

How will I know if I have enough DNA on my swabs?

Cheek cells will not necessarily be visible on the swabs. However, if you place the swab inside the dog’s cheek and firmly roll the swab back and forth for about 15 seconds then there should be enough material transferred to the swab. Please rest assured our lab performs quality checks on every sample prior to analysis, and that notifications are sent to customers whose samples do not contain sufficient amounts of high-quality DNA for processing.

The Orivet Personalized LifePlansTM

What are the main benefits of Orivet’s life plans?

Orivet’s LifePlanTM is an innovative tool that helps you manage your pet’s health proactively, prevent and identify disease early where more options for treatment are available, saving precious time and money, giving your pet the best change of a long and healthy life.

 

The LifePlanTM also incorporates all routine care aspects of the pet’s healthcare making sure you never miss a vaccination, parasite control or even a grooming appointment with a built in alert system directly to your device.

Can a pet receive an Orivet LifePlan without undergoing genetic testing?

Yes, as long as you know the breed or breeds in your pet. The rest of the information is derived from your pet’s age, weight, sex, geographic location and a lifestyle questionnaire. Our life plans can be ordered by any pet owner, however you should nominate a veterinarian to discuss the life plan as it contain medical advice and describe health conditions that are best discussed with a veterinarian. Adding genetic testing to the LifePlan will add great value and certainty to the actionable items in the LifePlan.

Working & Collaborating with Orivet

Is Orivet interested in working with veterinarians?

Yes! Of course our reports demands veterinary involvement and all pet owners are encouraged to take their reports and share the information with their veterinarian. If you are a veterinarian interested in learning more about working with Orivet, please visit our veterinarian web pages, register for a free account, use our contact form or email us at admin@orivet.com

How do I get access to collection kits?

Registered veterinarians will be sent collection kits free of charge. Registration is free and there is a paid training option if you choose you like us to help train your staff on how to professionally implement and offer personalized medicine in your practice. See the veterinarian registration page here

Is there any paperwork I need to submit with the sample?

To submit DNA samples you will need to use Orivet bar-coded kits. You will be asked to enter patient details and allocate a bar-code to the test selected before sending kits back to Orivet using the self-addressed mail-paid envelope provided.

Do you work with a person’s existing veterinarian?

Absolutely! Orivet encourages every pet owner to work with their existing veterinarian to make the most of their report. Before viewing the report, pet owners are asked to nominate their veterinarian and a copy of the report is sent to their veterinarian at no extra cost.

Do you work with veterinarians who are not clients or partners with Orivet?

We can work with any veterinarian who is interested in incorporating personalized medicine into their practice. Invariably, we would like to set up the pet’s primary care veterinarian with their own free account and give them access to our full suite of tools.

Are there any bulk discounts or wholesale pricing for shelters, veterinarians, breeders, or club/organization?

Please contact us by phone, email or through our contact form and we would be happy to discuss special pricing options with you.

I am a breeder or breed group interested in learning more about what Orivet can do for me and my breed. How can I get more information?

Please visit our breeders web pages – we would love to work with you. Please use our contact form or email us at admin@orivet.com and we will get right back to you!

I am a researcher interested in collaborating with Orivet on a study. How can I learn more about how to do so?

We would love to hear from you! Please use our contact form or email us at admin@orivet.com.

Breed Related Questions

Which breeds are detected by the Orivet tests?

Our test is the most comprehensive in the market and covers over 250+ breeds, types and varieties, including wolf, coyote, dingo and more. For a full list of breeds detected, please visit our supported breeds page. Breed count really matters and is the main factor that determines accuracy and range.

Does Orivet test for ``Pit bull``?

The term “pit bull” does not refer to a single recognized breed of dog, but rather to a genetically diverse group of breeds which are associated by similar physical traits. Pit bull-type dogs have historically been bred by combining guard-type breeds with terriers for certain desired characteristics. As such, they may retain many genetic similarities to their original breeds and other closely related breeds.

Due to the genetic diversity of this group, the test cannot build a DNA profile to genetically identify every dog that may be visually classified as a pit bull. When these types of dogs are tested, we routinely detect various quantities of the component purebred dogs including the American Staffordshire Terrier, Boston Terrier, Bull Terrier, Staffordshire Bull Terrier, Mastiff, Bullmastiff, Boxer, Bulldog, and various other terriers and guard breeds. Additionally, there are often other breeds outside of the guard and terrier groups identified in the mix, depending on each dog’s individual ancestry.

Some communities and countries have put restrictions on pit bull ownership. Orivet encourages dog owners and care providers to be fully aware of their local laws, which vary in each state or country, when considering DNA testing.

Does Orivet test for wolf or coyote?

Yes, the breed identification test does include these canine types! For a full list of breeds detected, please visit our supported breeds page.

Can Orivet identify the breeds in a dog that was born outside the U.S.?

Yes, although the test was originally developed using genetic markers from dogs in the U.S., Canada, the United Kingdom, Australia, and Germany, it is safe to assume that breed signatures in different geographical regions would be similar, but not identical. We are happy to offer the test in other regions although cannot guarantee that the quality and accuracy of the test results to the same level as the above countries as this will require the analysis of DNA samples from a large number of dogs of every breed from each new geographic location. For more information, please contact us.

Can regulatory/animal control officials use the Orivet test to determine whether breeds are legislated or banned in a particular community?

Our tests are not intended to predict behavior in any particular dog. Each dog is unique and its physical and behavioral traits will be the result of multiple factors, including: genetics, training, handling, and environment.

The breed identification DNA test is designed and intended to be used solely to identify the breed history of a dog and, where applicable, provide certain health-related mutation test results. The Orivet Health Screens are designed to be used solely to provide results of the testing for dozens of disease-causing mutations and physical traits characteristics. No other purpose is authorized or permitted.

What would happen if a dog has a breed not presently covered by the Orivet database?

Occasionally there may be a breed that is not presently in our database, in which case the results will depend upon the genetic relatedness of the tested dog to the breeds available in our database. They may be reported as a mixed breed or mixed breed belonging to a special group for example mixed breed – hounds group, or herding group if they share common characteristics with a certain group.

Genetic Science Related Questions 

How does Orivet analyze DNA data to make a final breed determination?

The test was developed by first analyzing DNA samples from a large number of dogs of every breed which made it possible to develop typical breed signatures. Your pet’s DNA is than compared to all breed signatures in our database looking for the best fit. This can be a complex statistic analysis in some mixed breeds combinations. In some cases where an ancestor is very mixed, the computer cannot make a determination with a good level of statistical confidence. In such cases we will report a Mixed Breed ancestor and can sometimes narrow this down to a common group such as herding or hunting hounds.

What happens to my dog's sample at the laboratory?

DNA is extracted from the swab sample and is than multiplied by a process called Polymerase Chain Reaction (PCR). Several thousand special DNA markers are analyzed and computed into a statistical analysis for each pet. For each of the millions of ancestry statistical combinations considered, the computer gives each a score representing how well that selected combination of breeds matches to your dog’s DNA data. The pedigree with the overall best score is selected and provided in your dog’s individualized report. Genetic scientists then review and validate each test result before releasing the final report to you.

What disease screening is available in the Orivet tests?

The Orivet Canine DNA Health Screen includes over 180 genetic disease and traits. The Orivet Feline DNA Health Screen includes over 40 genetic disease and traits.

 

These numbers continue to increase over time as more research is done so please be sure to check out the full list of traits in the products pages.

My dog has a positive disease test results what should I do?

Much like people, animals carry two copies of each gene in their body, one from their mother and one from their father. A positive result usually means two copies (unless dominant) of the disease gene variant (mutant) have been detected and your pet is at high risk and may show symptoms associated with the disease. Your report contains recommendations on how to screen your pet (if available). Please contact your veterinarian to discuss the best course of action.

My dog disease test is reported as a Carrier, what does that mean?

Like people, animals carry two copies of each gene in their body, one from their mother and one from their father. A carrier result means that your pet has only one copy of the normal gene and one copy of the affected (mutant) gene has been detected. Unless Positive Carrier has been reported (in case of a rare dominant disease), your pet will not exhibit disease symptoms or develop the disease. Consideration needs to be taken if you have any intentions of breeding with your pet – if breeding with another carrier or affected or unknown then it may produce an affected offspring.

What if I find out my dog has a genetic disease?

Unfortunately for some diseases this may be the case, however Orivet is all about identifying risk and making the diagnosis EARLY whilst avoiding expensive and often stressful testing procedures. Initiating treatment sooner often means more effective management options are still available and in rare occasions, even a cure can be found if caught early enough. This approach will not only save you time and money, but more importantly provide your pet with the best chance to respond to treatment, reduce suffering, and provide them with more quality years with you and your family.

I'm looking at the traits page and it says my dog is carrying a trait that I don't see in them.

The expression of some traits in your pet can be very complex as some traits interact with each other and can even suppress or override other traits. Dominant traits such as black color may camouflage other less dominant traits present in your pet like red or blue colors. Some genes also express various degrees or shades of the color. For example, red can range from deep reed to cream.

Who We Are

What is ORIVET?

At Orivet we invite pet owners to join us on a lifetime journey of discovery with their pets. Orivet personalized medicine solutions helps you discover the secrets buried in your pet’s DNA. Understanding your dog’s DNA can assist you and your veterinarian in creating an effective and personalized training, wellness, nutrition and medical program for your dog.

 

Orivet Genetic Pet Care has been in the forefront of the most recent research and advances in companion animal genetics and bio-informatics collaborating with multiple organizations and universities in over 40 countries around the world. The genetic tools we developed now help thousands of pet owners better understand their pet and find the best way to look after their pets.

 

Through personalized pet care we aim to encourage the development of a deep, genuine and lasting bond between pets and their owners.

Is Orivet's testing run in an FDA or otherwise accredited facility?

Yes. Orivet’s tests are run in a USDA accredited laboratory which is also accredited in accordance with the recognized International Standard of ISO/IEC 17025:2005 The laboratory also meets the requirements of A2LA R216 – Specific Requirements: Veterinary Laboratory Accreditation Program.

 

The FDA does not regulate DNA testing for pet animals.

What Scientific Organizations are Orivet Members of?

Orivet is a member of the International Small Animal Genetics Society and contributed to the development of standards of genetic testing in animals in various committees in this organization. Orivet is also a member and sponsor of the International Partnership for Dogs https://dogwellnet.com/ IPFD which is a non-profit organization with a mission to facilitate collaboration and sharing of resources to enhance the health, well-being and welfare of pedigreed dogs and all dogs worldwide.

Tap Tag 

My pet has a microchip, Why do i need this?

1.You have to hope someone will take your pet to a veterinarian / local council / police to get the chip read.

 

2. If someone finds your pet after hours or on the weekend, the veterinarian may be closed.

 

3. You have to make sure you paid the annual fee or you could be deleted from the database.

How does the Tap Tag work?

Anyone with a smart phone tapping the tag or scanning the QR code will be directed to your pet profile where they can share your pets location and contact you. If you gave permission to share your contact details, they will be able to see that as well.

What are the dimensions of the tags?

The tag diameter is 27.0mm (1.06 inch). its only 2.0 mm thick and it weights only 8.0 grams (0.3 oz.)

What is your warranty policy?

We offer a LIFE TIME no-questions-asked warranty! You will never have to buy another tag for your pet throughout their lifetime.

How secure is my information on your website?

We only use reputable secure servers and most of our data is stored on Amazon servers where state-of-the-art cyber security encryptions and SSL are protecting your data. Our databases are also completely separate from any front-end user interface or webpage, keeping them completely inaccessible until they are needed. You can say your information is as secure as a bank.

How do I report my pet missing with a Tap Tag?

Simply log into your account and change the status switch to “lost.” You can login from any computer or smart phone. Switching to “Lost” will pop up a window with options to access our pre-prepared emergency tools.

 

1. Social media post with your pet’s picture and contact details

 

2. Prepare a PDF poster you can print and hand around in your neighborhood

 

3. Download a check list and a step-by-step guide of what to do when your pet is lost. “Lost” status will initiate more notifications and suggestions with your account/device in an attempt to spread the word among your area.

I just found someone’s pet protected by Tap Tag, what now?

Tap the tag or scan the QR code with your phone’s camera and a web page will pop up with the pet’s details and options to SMS your location and phone number to the pet owner. You can also call and email them directly from your device.

Forgot or need to change my PASSWORD

Simply click “forgot password” from your Login Page. When you log in, you can change your password from My profile tab on your account.

Can I update & change my details on Tap Tag

Of course! It’s one of the main advantages of Tap Tag – simply log into your account by tapping the tag, scanning the QR code with your camera (or QR app) or login from any computer and change any detail you like from My profile tab.

If I lose my pet(s) more than once, am I still covered by Tap Tag?

Yes! You can retrieve your pet an unlimited number of times.

Does Tap Tag work internationally?

Yes! Tap Tag will work wherever Internet and GPS service is available

What happens if I need to change my email address?

You can simply login and change your email address to update your account information. Your username is the only fixed item on your account. If you forgot your password, you can retrieve it by clicking the “forgot password” link in the login page.

Do you need a smart phone for the tag to work?

Yes. A smart phone with Internet coverage is required for the tag to work. However anyone can also just enter the URL (web address) written on the tag into any computer web browser to retrieve the pet information.

What is NFC?

NFC stands for Near Field Communication. This is standard protocol for communicating information between mobile devices and tags. You may be familiar with a “tap” function present in Credit and Debit bank cards used for quick and easy payments at most retail stores.

What is a QR Code and how do you scan it?

QR stands for Quick Response. QR codes are scanned using your device’s camera. Many devices have software built into the phone so all you need to do is turn on the camera and point it at the QR code. Some devices require you to download a free QR scanner app from the App store or Google play. Open the app and use it to scan the code

How robust are the tags?

Many tags are very thin and fragile. We take great care in ensuring we produce a durable tag, reinforced with alloy metal and coated with tip quality premium epoxy that will ensure the tag is waterproof and will not fade. We back this by providing you with a Lifetime Warranty, making sure this is the last tag you will ever need to buy for your pet.

What privacy settings can I set?

You can choose not to show your contact details to people that scan the tag. This means Orivet will contact you via SMS and email to let you know your pet’s location and the contact details of the person that finds it. you will need to call them back to talk to them (they may see your number when you call if your number is visible as per your network and device settings). When you enter your details, you will be asked if you want to make your contact information visible to whoever taps or scans the tag.

Are there any ongoing fees, subscriptions or costs to change my pet information?

No, there is only the one once-off fee to purchase the tag. No more to pay, ever

Do I need to install an app on my phone to access the portal?

No, the Tap will work using a web browser and is responsive. We may add an App in the future but this will be optional

Where is the Pet Page that anyone can view?

This page will pop up automatically for any device that Taps or Scans the tag. Once logged in, some devices will “remember” you and automatically log you in to your account. To view the “lost” landing page, you will need to log out of the account. Try it and always feel free to contact us if any issues arise.

How do I know notifications are working?

You can simply tap or scan your tag and click on the contact owner button when the profile pops up. If your device “remembers” your profile, you will need to log out to see this option.

Can I have multiple tags assigned to the same pet?

No, each pet may only have one tag. You can change the tag number at any time but only one tag per pet at any given time.

How do I Activate multiple tags under same registration?

Easy, You can add / edit / delete multiple animals from the “My Animals” tab on your account and even re-assign tags and move them from one animal to another.

Can I register before I have my Tag ID?

Generally you need the Tag to register your account. However, if you are an existing Orivet client or if you ordered any of Orivet’s DNA tests or the Orivet Life Plan for your pet you will be able to register an account and add a tag to this existing account at any stage.

How do I register?

When you receive your Tap Tag, simply go to our website and click “Activate Smart Tag” button at the top of the page. You will be asked to enter the tag name and create your account. Please contact us if any problems arise.