What most likely happened is that you created an account from the purchasing side of AnimalBiome, which does not relate to the account needed for registering samples or accessing results.
There are two different opportunities to create accounts.
One account is exclusively for making purchases: this account saves your contact and shipping information to make future purchases from our store more convenient for you. This account is optional, and does not require a password. It simply grants permission to save your contact and shipping information.
The second account allows you to log in to AnimalBiome's Pet Portal. It requires both a username and password. This account is required if you are submitting a sample to our laboratory for microbiome analysis.
We are working on making this a better experience. In the meantime, for simplicity you may want to use the same password for both accounts.