"The login portal of 23andMe's website went down Monday evening as customers of the DNA-testing company rushed to delete their genetic data after it filed for bankruptcy.
Earlier in the day, people trying to log in faced long wait times or error messages and had to make repeated attempts to receive confirmation that their requests had been received. By Monday evening, consumers said the customer-service chatbot gave a message that read the company was receiving a "high volume of inquiries and increased web traffic." The chatbot directed customers to try reaching out again later.
Some 23andMe users have sought unsuccessfully to delete the data of a deceased family member, and many expressed uncertainty about whether or how they would receive confirmation that the data had been deleted. Several also said they have a heightened interest in what happens to their data because of a password hack at the company in 2023 that exposed information belonging to 6.9 million people.
Those whose requests for deletion were processed received an email from the company that said: "Your data is being deleted," followed by an added detail: "Your account will no longer be accessible, and will be deleted per your request."
Once a buzzy consumer startup, 23andMe filed for chapter 11 on Sunday and announced the resignation of its chief executive officer, Anne Wojcicki. Facing inflationary pressures and challenges in its efforts to use DNA data to help develop pharmaceutical medicines, the company is now trying to sell itself through bankruptcy.
Its customers, more than 15 million of whom provided 23andMe with their genetic information, saliva samples, and family and personal health history, are worried about what will happen to their data under a new owner.
23andMe has a standard process for data deletion, which requires users to confirm they have made a request after receiving an email confirmation. Some customers said that the process appeared straightforward, but they lost confidence in it when they faced delays on Monday.
Some customers reported that 23andMe asked them to reset their passwords, requiring them to complete the process via email using two-factor authentication to verify their identities. These customers said they never received verification emails, or received them so late that the link expired.
Amit Jani, a New Jersey resident, began trying to delete his account on Monday. As of Tuesday midday, Jani still hadn't been able to delete his account. He ran into the two-factor verification issue, along with the website's Monday evening crash.
"The fact that consumers cannot sign in to access their information to even request the deletion of personal data creates a perception that the company may be trying to limit their exposure in losing valuable assets," Jani said.
Ted Weidner, an Indiana resident who has been a 23andMe customer for four years, said that he decided to delete his data on Monday. The deletion process was slow, but he managed to get through it with little issue. "I'm trying to audit the process because there's some sensitive information in there," he said.
23andMe's privacy policy, which shields customer data from employers, insurance companies, public databases and law enforcement, will continue to apply after it is sold, the company said in its open letter to customers Monday.
Given that customers agreed to the policy when they signed up for the service, the customer data isn't subject to HIPAA, or the Health Insurance Portability and Accountability Act, which protects personal health data, according to legal experts.
Instead, state laws in Illinois and California will govern data uses after a potential sale.
A new buyer could choose to change 23andMe's privacy policy, Sara Gerke, associate professor of law at the University of Illinois Urbana-Champaign, told The Wall Street Journal. Customers would still need to sign off on the changes, she said.
Don Bieber, an 88-year-old New York resident, spent three hours on Monday trying to delete his data, as well as that of two now-adult children he had guardianship over.
Over the course of three hours, he received several error messages before being able to successfully begin the deletion process.
Customers who had more complicated situations, including those who accidentally sent 23andMe emails to their spam folders or who couldn't remember their passwords, said they faced hourslong customer service queues on Monday." [1]
1. Customers Struggle To Delete Accounts. McElhaney, Alicia. Wall Street Journal, Eastern edition; New York, N.Y.. 26 Mar 2025: A9
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