Ancestry.com Customer Service Issues

I renewed my membership on December 5, [redacted], over the phone. The service representative mentioned I could use my AARP membership for a senior discount. I recalled that AARP may only be applied once in a lifetime. Despite this, the discount was added, charging me $[redacted].00 for the year until December 6, [redacted], on my credit card. Later, on December 11, I noticed the Ancestry charge hadn't posted to my credit card, so I called customer service. They couldn't locate my account or order number. After a long call, it was clarified that I couldn't receive the AARP discount. The issue seemed to be with the credit card expiration date not aligning with the website's date, even though I provided the correct one over the phone during renewal. I was offered a $[redacted] gift certificate for the year in place of the cancelled order. I believe retraining the customer service representatives in your company's policies is essential. Despite the confusion, the representatives were polite. The order numbers involved are: [redacted]72, [redacted]08, and [redacted]78-[redacted]72. Thank you for your attention, Barbara F.

I am experiencing issues when trying to edit my family tree on the platform. When I select an individual, the profile information loads but the hints, gallery, and other details do not appear. Instead, the area below the profile is blank. Even when I click on a hint, the entire page is empty. This occurs when I try to switch to another individual as well. I am wondering if there is a way to download a copy of my tree with all the hints included in my program. I would appreciate any assistance with this matter.

I purchased 4 Ancestry DNA tests and one of them did not provide results after 10 weeks. I made sure to enter the correct code, but despite my efforts, I could not retrieve the information. Kindly send me a replacement at the following address: Cathy Anderson [redacted] SE 173rd Ter Ocklawaha, FL [redacted] Phone: [redacted] Regarding the unauthorized charges from Ancestry.com and Ancestry.uk.com, I have been struggling with declining health, leading to issues in managing such matters. These subscriptions have been deducting funds from my bank account every 6 months without my consent. This has been a burden, especially since I couldn't fully utilize the paid features and was even overcharged. I will be reporting this to the BBB as it is unacceptable. Please assist me by sending a replacement DNA kit. Sincerely, Cathy Anderson

Hello, I'm Sarah C. Last year, my mom's friend bought me an ancestry test using her email address at [redacted] Unfortunately, we forgot the password. Could you please send my results to [redacted]? I've been unable to access my results for some time now, and I'd really like to see them so I can reach out to my family members. Thank you for your help.

I had trouble signing in as my saved password did not work on my computer. Despite numerous attempts to reset my password, the website did not accept the reset code. Phone support had a long wait time, and the text option took three hours to respond, saying they couldn't reset my login. It seems Ancestry may be understaffed and should focus on fixing issues before accepting new customers. I renewed my account recently, but as a long-time member, I can't access it. I expect a resolution or a refund. - D.S.

I purchased a kit back in June, but due to having rotator cuff surgery, it got misplaced until now. I recall receiving a password at the time of purchase, but unfortunately, I lost the paper where I wrote it down. Today, I finally did the kit and sent it in, but I'm having trouble creating an account. When I try to set up a password, I keep getting kicked out, possibly because of the earlier password. The issue is that my saliva sample is already on its way to you, and I urgently need to set up the account. I have the 15-digit code from the vial. Please help! You should have my email address on file: [redacted] My name is Janis Meyer, and I live at P.O. Box [redacted], Tulsa, OK [redacted]. You can reach me at [redacted].

I tried to cancel my subscription today. Everything went smoothly until the final step, where the button just kept spinning and didn't confirm the cancellation on my screen. I'm uncertain if the cancellation was successful or not. My account is set to renew tomorrow, and I need to ensure it won't deduct money from my bank account. Please confirm the cancellation and prevent any future charges. Thank you.

I have an auxiliary account, "lledfi," linked to my main account "bkyjne" created by Ancestry for a yDNA test a few years ago. Recently, all Ancestry emails go to the auxiliary account, causing issues. I am unable to reach the test taker, my deceased brother. Please advise on canceling the auxiliary account without affecting the main account. Both accounts share the email [redacted] Phone: [redacted]. Thank you. Elizabeth "Becky" Smith

I left my Ancestry account logged in on my phone for some time. I have been eagerly awaiting my results, but when I checked my account, I found myself logged out. Upon logging back in, I noticed that my DNA kit seems to have disappeared. It looks like it's showing as if I never bought a kit, but I'm almost sure this is the right account as I don't recall having another one. I'm McKayla Mathis, and my DNA barcode is H4U-9C2E-6Q7G-4A9K. I'm feeling uneasy because I invested a good amount of money in this and now it's gone. Thank you, McKayla. I believe I used the email [redacted] when I registered my kit. The email below is an older one I used previously.

I am ready to view my DNA Search results. My email address is correct, but I encountered issues with resetting my password. I was provided multiple invalid reset codes when trying to reset it. I seek specific guidance on resolving this matter as I am using my iPhone. I reached out over 5 hours ago and prefer not to subscribe to a monthly technical support service. Can I speak with a live technician over the phone to efficiently address this password reset problem? I have faced multiple technical obstacles and spent considerable time on this issue without success, which is disappointing as I am eager to access my information.

Hello, I contacted customer service because I couldn't recall my password and no longer have access to the email associated with my account. They couldn't locate my account, so they suggested reaching out to you since you have more resources. I had a subscription to Ancestry.com but had to stop due to some health issues. Now that I'm better, my wife got me one of your DNA kits. I couldn't log in and retrieve my password without the old email access. I'd like to link the DNA data to my existing account with the username "acrexp" and the password "RK1214RK." My full name is Richard L. Mason Jr. I'm willing to provide more information if needed. Thank you, Richard

I encountered an issue with DNA Circles recently. After a lengthy discussion with a customer service representative, I discovered that I am part of 5 DNA Circles. Upon investigating the first one, I noticed some inaccurate information that can only be rectified by contacting those with conflicting details. However, as I delved into the tree's contacts, I realized that they are not DNA matches for me. This raised confusion about how a tree could be connected within a DNA Circle without a DNA match. I am concerned that these Circles may perpetuate misinformation. As someone who values accurate research to validate Ancestry information, this experience feels more like a hindrance. It appears that some individuals connect names to their family trees without conducting thorough research, leading to discrepancies. I would appreciate clarification on this matter. Correcting inaccuracies is vital, but it's equally important to ensure that connections are based on factual DNA matches.

I contacted customer service today at 1:30 pm and just finished my call at 3:55 pm because the representative disconnected the call abruptly. The shared matches for my Ancestry DNA on my maternal side are displaying inaccurate information. The system is suggesting different sets of great grandparents as our shared ancestry hints, which is incorrect. For instance, my 3rd cousin Margaret Fleming is linked to Misner/Orner instead of Kelly/Cook as our common ancestors. Similarly, my 4th cousin Dawnreen is connected to Lenzi/Bittner instead of Bracken/Wakefield. This discrepancy has only occurred in the past week, as it was accurate for almost two years prior. Despite my efforts, neither representative I spoke to addressed the issue. Strangely, my mother's account, which uses the same tree as mine, displays the correct information. The errors only seem to be affecting my maternal shared ancestors, as my paternal side is accurate. After waiting on hold for over two hours without resolution, I have decided to cancel my membership due to the lack of assistance and the persistence of this issue.

Dear Support Team, I am reaching out regarding my son Ian Flowers' account with ancestry.com. Despite his attempt to cancel the subscription before January 27th, we were charged $[redacted] on my credit card. Upon checking, it appears the account is still active despite not being used for over a month. I am interested in the following information: 1. Is it possible to receive a refund for the service? 2. If a refund is not possible, when is the next renewal date so I can ensure proper cancellation in advance? Thank you for your assistance. Sincerely, Herschel Flowers

I have been unable to access Ancestry Family Member Trees for the past three days. When I search for a person, such as "Robert Berkshire," although it shows there are 71 results under Family Trees, none of them are visible when I select them. This issue persists even when using another family member's account for the search. I have tested this with several other names with the same result - no visible results. I would appreciate it if the problem could be identified and resolved promptly. It would also be helpful if Ancestry could post a notice on the homepage during technical difficulties, including an estimated time for a fix. If necessary, please reach out to me at [redacted].

First, the search function is still not operational as of 9 p.m. on 3/8/19. How long will this continue to be unavailable? It is hindering my ability to do anything without it. Secondly, why are the hints so inaccurate and seem random? Can the programming be improved to provide hints that are relevant to the correct country and era? Most of the time, I end up deleting misleading hints. Thirdly, it would be beneficial for users to have a sorting feature. Perhaps the tags are a step towards that functionality? I am specifically interested in sorting by the state where immigrants initially arrived. Lastly, it is essential to have the option to mark individuals from whom I no longer wish to receive hints.

I accidentally created a new account for my DNA test since I forgot my first account was linked to my previous email address. I used [redacted] on the new account. Realizing the error, I updated my old account to the same email address. The username for my old account is KathrynMay1966, which has my current subscription. Can you please assist me in deleting one account and transferring my information and DNA? Thank you for your help!

Hello, I am Marie Smith. I recently received my DNA results, and while they were informative, I was hoping for a more detailed breakdown, including all possible ethnicities. I believe there might be more to uncover in my genetic history. I would appreciate a comprehensive analysis dating back as far as possible. I expect a thorough report that justifies the cost of the DNA kit. I value my privacy and request that my information remains confidential. Thank you, Marie Smith.

I recently took a DNA test through my half sister's ancestry.com subscription, but we had a disagreement on the day of the test. I would like to retrieve my test results, as I am no longer in contact with my sister. I am willing to pay a fee for this service. The test was conducted on Saturday, March 8th, [redacted], and presumably mailed out that day. My sister's name is Alison Searle from 2 Magnolia Close, Worthing, West Sussex. I am June Mcgow from 10 Foxmire Grove, Dodworth, Barnsley, South Yorks. Any assistance in obtaining my results would be greatly appreciated. Thank you for your help. - June Mcgow

I have a deluxe membership with Ancestry.com and Newspapers.com, allowing me to clip articles. However, since December [redacted], I have been unable to save clippings to Ancestry.com, receiving an error message. I have tried signing in through both platforms without success. An Ancestry.com support technician suggested the issue lies with Newspapers.com. Although I reached out multiple times, I received a response directing me to renew my Ancestry subscription. I am 70 years old and not very tech-savvy, so I am reaching out for assistance to resolve this matter between both websites so I can continue saving clippings seamlessly. Thank you, Virginia M.