Problem seeing my result

GetHuman-greatore's customer service issue with Ancestry.com from March 2019

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The issue in GetHuman-greatore's own words
I am trying to get into my results which my son, Simon Greatorex gave to me as a present earlier this year. I also ordered a kit for my granddaughter (which has not as yet been used) her email address is *****@***.com. My son has tried to email to me my results, which I have received once and am unable to get into it anymore, when I try I keep coming up as Charlott Urban. My email address is *****@***.com. I am finding this very frustrating and would like this resolved as soon as possible. Thank you ... My son gave me a DNA kit which has come back to him and he has emailed the results to me. I also ordered a kit for my granddaughter, Charlotte but am waiting for her to do it. I cannot get into mine, as it keeps saying *hello Charlotte* which is my granddaughter's name! Can you help me get into mine? Thank you.
To be able to get into my results on my computer
Because I am being patient
Everything within my knowledge.
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Ancestry.com

DNA
Customer service issue
Reported by GetHuman-greatore
Mar 13th, 2019 - 5 mons ago
I have an issue with Ancestry.com too
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Seen by 9 customers so far
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Timeline
GetHuman-greatore started working on this issue
Mar 13th 11:51am
GetHuman-greatore indicated the issue is not fixed yet.
Mar 15th 6:44am
GetHuman-greatore indicated the issue is not fixed yet.
Mar 15th 6:45am
GetHuman-greatore indicated the issue is not fixed yet.
Mar 15th 8:42am
GetHuman-greatore indicated the issue is not fixed yet.
Mar 15th 8:43am
GetHuman-greatore indicated the issue is not fixed yet.
Mar 15th 8:43am
GetHuman-greatore indicated the issue is not fixed yet.
Apr 18th 1:51pm