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  • About the Research Analysis Platform
    • About this documentation
    • Frequently asked questions
      • General FAQs
      • 500k WGS FAQs
  • Getting Started
    • Quickstart
      • Creating an account
      • Creating a project
    • Key concepts
    • Data structure
      • Data release versions
      • Updating dispensed data
    • Training videos
      • General
      • Tools
      • Analysis & data types
      • Roundtables
  • Administrator
    • Costs and Billing
    • Managing usage and storage costs
    • Contact support
      • Service packages
  • Working on the Research Analysis Platform
    • Accessing data
      • Accessing phenotype data
      • Accessing bulk data
    • Running analysis jobs
      • Tools library
      • RStudio
      • JupyterLab
      • SAIGE
      • Command-Line Interface
      • Custom app
    • Managing jobs
      • Job Priority
      • Troubleshooting guide
    • Tips & tricks
      • Guide to analyzing large sample sets
    • Returning pVCF Files to UK Biobank
  • Science Corner
    • About the science corner
    • End-to-end target discovery with GWAS and PheWAS
    • Whole Exome Sequencing OQFE Protocol
      • Protocol for Processing UKB Whole Exome Sequencing Data Sets
      • Generation and Utilization of Quality Control Set 90pct10dp on OQFE Data
        • Details on Processing Whole Exome Datasets to Generate the Quality Control Set
    • Burden testing with WES
    • GWAS guide using Alzheimer's disease
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  1. Administrator

Contact support

Contact the Research Analysis Platform Support team for help in using the Platform.

PreviousManaging usage and storage costsNextService packages

Last updated 1 month ago

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Types of questions
Who to contact

(Standard support) Technical platform issues, service or administrative requests on UKB-RAP. Examples include:

  • Job failed due to platform technical issue or error in native application

  • Login issues

Email ukbiobank-support@dnanexus.com Alternatively, in the menu at the top of the UI, click Help, then select Contact Support from the dropdown menu. A contact form will open in a modal window. Fill out the form and click Send. After you submit a request, you'll receive an automated reply, confirming that your request has been logged in the Research Analysis Platform Support tracking system

Billing issues

Email billing@dnanexus.com

Issues associated with UK Biobank data or AMS. Examples include:

  • UKB-RAP Project: Your data were dispensed but you see 0 participants in your cohort

  • Error message: AMS application is not enabled for UKB-RAP

  • Error message: Application id XYZ does not belong to this user or is not an approved application

  • Error message: You entered the wrong username/password or you do not have approved researcher status. Please ensure your profile includes your date of birth

  • UKB Data: Suspicion of UKB files incompatibilities or corruption

  • UKB Data: Missing data. Please provide your application ID and field IDs you are missing in your project

  • UKB Data: How to apply for data access

  • UKB Data: Data from papers and where to find it

  • UKB Data: Explanation of data content/structure

Email access@ukbiobank.ac.uk

(Service package) Anything that is not a technical platform issue, service or administrative request on UKB-RAP. Examples include:

  • Job failed due to issue in customer code, wrong instance type, spot instance interruption

  • Help with issues described in documentation

  • User code debugging

  • App building and other development questions

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