Ancestry.com Customer Service Issues

Subject: Issue with Cancelled Subscription To Whom It May Concern, I am writing to address a concerning issue regarding my cancelled subscription from last year. Due to significant changes in my circumstances, I cancelled my subscription online upon receiving notification via email. Unfortunately, despite my careful cancellation, the payment was still deducted from my Tesco card. This has caused unexpected financial strain during an already challenging time, as my husband's Alzheimer’s Dementia necessitated his move to a care home, leaving me on income support. I kindly request clarification on why the payment was processed despite the cancellation. I would appreciate your prompt assistance in resolving this matter and refunding the amount deducted. Thank you for your understanding and cooperation in this matter. Sincerely, A. Blatchly

I've been collaborating with my cousin on the Lalli Leontaritis Family Tree, but every time I try to access it, I'm told my information is invalid. Even after receiving a new password from the person who started the family tree last night, I'm still being denied access. I'm feeling frustrated and disappointed with the experience. I'm hesitant about using ancestry.com in the future due to the difficulties I'm facing. Is there a way to contact someone directly for assistance?

I am looking to cancel any active subscriptions I may have with Ancestry.com. Despite trying to do this last year, I recently found out that I still have an active charge on my Discover card. I have been waiting for over 30 minutes to receive a password. It's possible that my account is under a different email address. After my husband's passing, I closed our retreat business, Light Heart Retreat in Sullivan, Maine. The inactive email address associated with that account would have ended with @LightHeartRetreat.com. Currently, you can reach me at [redacted] for any correspondence. My landline can be reached at [redacted], and my cell phone is [redacted].

I recently had my DNA tested along with my wife, and we have both activated our results. We created a joint family tree named the Monie-Campbell Family Tree. Despite my wife being able to view her DNA Thrulines with little blue flags on the family tree, I seem to be unable to access mine as no blue flags are showing up on my part of the tree. How can I activate my Thrulines like my wife has done? Thank you for your assistance. - Alan Monie

I took my DNA test with you in [redacted] and received results. Approximately a year ago, I checked my updated ancestry results. Before my first test with you, I also did a 23&Me test, which had similar outcomes to the test with your company. However, upon reviewing my current DNA report today, I noticed significant discrepancies. The countries listed are entirely different from previous reports, indicating clear errors. I am puzzled about this sudden change and seek clarification on the accuracy of my results. How can this discrepancy be addressed and resolved?

I allowed my ancestry account to expire in March. I recently renewed it with a six-month subscription. However, I am unable to access any of the family trees or DNA results from previous years. Despite contacting the call center in the Philippines, they are advising me to begin anew. I did not delete my account; it lapsed due to changing my credit card during the pandemic. I only have one account and I simply want to retrieve my previous work.

On 12/6/[redacted], I was charged $[redacted].54 for a membership renewal that I don't want. I haven't used Ancestry.com for over a year. The membership was included with my Ancestry DNA purchase. I have already canceled my membership but just noticed the charge. Had I known about the auto-renewal, I would have cancelled earlier. Since I haven't used the service in over a year, I believe a full refund is appropriate. Thank you.

I would like to use your DNA testing services as it is highly recommended. I currently reside in Palmira, Valle Del Cauca, Colombia, SA. To receive the DNA kit, I had it shipped to my sister's address in Tennessee, and she forwarded it to me via UPS on 29 Oct. [redacted]. I just received the kit on Thursday, 10 Dec [redacted]. I learned that most carriers do not ship test samples to the USA from individuals, only from companies they have a relationship with. Therefore, I would like to inquire if you have any affiliates in Colombia who can conduct the test, a shipping company that can send my kit to you from here, or if you are aware of any genealogical services in Colombia that could perform the DNA test using your kit. Thank you for your assistance. Regards, Martin F. Palus.

I would like to use your DNA kit because of its top rating. Currently residing outside the US in Palmira, Valle Del Cauca, Colombia, SA, I placed an order for a DNA kit in October. It was delivered to my sister's residence in Tennessee, who then shipped it to me via UPS on October 29, [redacted]. I just received it on Thursday, December 10, [redacted]. I discovered that local shippers may not send a test sample from an individual to the USA, but they will accept samples from affiliated companies. I am seeking information regarding whether there is an Ancestry affiliate or a shipping company in Colombia that can handle the test sample transfer to the USA, or if there is a genealogical testing company in Colombia that can process your kit. Thank you for your assistance. - Martin F. Palus

I bought a new kit several months ago, but it has not arrived yet. I have been seeing a charge of $26.74 on my account monthly. Can you please clarify what this charge is for? I am having trouble logging in. When I request a code to reset my password, it keeps failing. This hasn't happened before, and it's frustrating not being able to access my account. Sometimes, the system only gives me a few seconds to enter the new code, making it challenging to respond in time. Thank you in advance for your help. Nancy D.

My access to ancestry through familysearch is not working today. I'm having trouble linking it back up because it's saying I already have an account. I might have caused this error because when I was in my profile, it showed my old trilibite email address which I haven't used for years as my username. I changed it to "doraspeakma," but now it's asking me to pay for my account. My correct email is "[redacted]" and my username is "doraspeak." I'm not sure how to connect it. I tried following the article's instructions, but I'm not sure how to get the UCDMID# you need to locate my account. Can anyone assist me with this issue?

I purchased a DNA kit for my mom as a Christmas gift. I am currently trying to register it on her behalf. However, I mistakenly entered my name online and sent her an invitation to her email. I am unsure if I am proceeding correctly and require assistance to move forward with the registration process. The saliva sample is collected, sealed in the package, and ready to be mailed. Additionally, I am inquiring about any potential subscription fees. I did not notice any information regarding additional payments when I made the initial purchase, and I want to clarify if there are any subscription costs beyond the DNA kit.

Hello, my name is Donna, formerly Braswell and now Ruvalcaba. I recently purchased a DNA kit from Ancestry in either June or July of this year. Unfortunately, due to personal circumstances, I had to relocate before receiving the kit and was unable to provide my new address until now. My previous address was [redacted] Carmel Road, Sun City, California [redacted], and my current address is [redacted] Summit Crest Court, San Bernardino, California [redacted]. I kindly request that a replacement DNA kit be sent to my new address. Warm regards, Donna Braswell-Ruvalcaba

I have a relative in Poland with the same maiden name as mine, Kurys. We both did DNA tests through Ancestry, but we cannot find any direct relation in our results, despite having numerous DNA matches. Ancestry advised me to wait for the results to populate since her account is new, but we are eager to confirm our relationship. I have an extensive history with Ancestry, spanning over 12 years, while she is new to the platform and only did the DNA test without a membership. I am trying to trace my father's family, the Kurys, and she is Karolina Kurys Pawlowska. Can you please inform me about the typical timeframe for DNA lab results and when they will reflect on our accounts? Thank you.

I've had an Ancestry account for several years, set up by my late husband, P.W. Logan. Sadly, he passed away on October 11, [redacted]. I've been able to access the account as my computer saved the login details. However, after my computer crashed, I lost all the information. My name is B. Logan, and the main person on my tree is my father, A. Southerland. I'm unsure of the email address used but suspect the password may have been Trojan_1. I am the one paying for this account and would greatly appreciate any assistance in regaining access to it. Thank you.

Hello, I have been using Ancestry on and off for 16 years without any issues. However, I am facing a challenge in researching my family's history in South Africa. On December 28, [redacted], my ancestors, including John Thomas Brockhouse, Agness Ellen Brockhouse, and their sons Horace & LLoyd, embarked on a journey to South Africa aboard the Dover Castle. Despite tracing most of the family, I am unable to find any information on LLoyd, who was born in [redacted] in Croydon, England. Despite my efforts, I have not been able to locate any records or traces of LLoyd's presence in South Africa. I have contacted various organizations, but to no avail. I am wondering if LLoyd may have passed away during the journey to South Africa. I would greatly appreciate any assistance in closing this chapter on LLoyd's whereabouts. Thank you. Regards, Bernard Brockhouse. Leeds, Yorkshire, England. Aged 80.

I am reaching out to seek assistance in correcting my mother's DNA results, which are currently linked to the wrong email address. We have contacted Ancestry customer service twice and were instructed to submit our concern via email for resolution. During her DNA kit activation, my mother mistakenly used the email address, [redacted], which was previously used for my father's DNA kit activation. I purchased the DNA kit for my mother from Amazon on 30 Apr [redacted] (order number: [redacted]-[redacted]) and a separate kit for my father on 17 Nov [redacted] (order number: [redacted]-[redacted]). To correct this, we want her DNA kit to be associated with the email [redacted], and the desired activation code is H9E-4B8B-7Z2J-3U8T. I am contacting on behalf of my 71-year-old mother as she tends to overlook emails in her inbox. Therefore, for efficient communication, I am providing my email address, although we are open to phone verification if required. Thank you for your assistance. Wendy J.

I recently discovered that I was unknowingly still being charged for my ancestry subscription. I thought I had cancelled it a year ago. The payments were processed through PayPal, so it wasn't immediately obvious on my bank statements. Despite multiple attempts in the past few months to cancel my subscription, I haven't been successful. Every time I reach the final page to cancel, clicking the button doesn't complete the process - it just keeps loading indefinitely. I tried this on different devices, Wi-Fi networks, and using 4G, but it never goes through. I feel frustrated by this experience as I really enjoyed using the service and only wanted to pause it until I finished my family research. I request an immediate cancellation of my subscription and a refund for the past 12 months of unused service fees. I appreciate your prompt attention to this matter.

In [redacted], my family did our DNA test and received the report, which we misplaced. Recently, we found the email with the results, and to our surprise, the information is different now. Initially, I had strong Welsh ancestry traced back seven generations, visiting family farms, but the current report shows only 20% Welsh heritage, which is confusing as my grandfather was Welsh. Initially, I had more Scottish ancestry than anything, even though my husband, with the surname Campbell, has Scottish roots. The first report mentioned 1% Jewish ancestry, but now the results have completely changed for both of us. The discrepancies are puzzling, and it feels like the results have been shuffled randomly. I shared the original report with my sisters, and now we're all unsure about the accuracy. Please reach out to me at [redacted] to help clarify this. Thank you.

I had an inactive tree with Ancestry. While I managed to access it using my username and password, a family member tried to access their tree and accidentally changed my login details. My previous username was richcath61_1 and the password was Phone2734Dog, which are no longer working. Is it possible to regain access to my account with the same username and set a new password?