Ancestry.com Customer Service Issues

I am a member of AncestryDNA and have been trying to connect with a close match, but we are having trouble exchanging contact information. The match has left me voicemails on my home phone, but my caller ID only flashes briefly on the TV screen, so I can't retrieve her number to call back. Despite sending messages through AncestryDNA's messaging system, the match seems unaware of these messages and keeps asking me to contact her without leaving her number. We are both eager to exchange information as we are second cousins. Could you please reach out to her to prompt her to check the messaging system or assist us in connecting somehow? Thank you. -C.T.

I purchased an Ancestry testing kit for my father (H9R-2B4S-7H8M-9C6X) on Amazon three years ago. He, in his late 80s, claims to never have received his results via email from Ancestry. Although tech-savvy, he gave up after multiple unacknowledged emails. I tracked and confirmed the delivery of his test kit. I possess his participant name, William London, and password, [redacted]. I am surprised he did not mention still awaiting results. I would appreciate help in retrieving his test results as it has been an extensive wait considering it was prepaid. Thank you for the assistance. -Robin Cofer

I sent this email at 3 AM EST on 2/15 through PayPal's dispute channel and just got notified that the email address provided was invalid. Subject: Request for $99 refund for the expired 14-day free trial I filled out a refund request on your website for the $99 charged to my account a few hours ago. Unfortunately, the service did not provide specific paternal family member matches beyond my father. The DNA results were quite broad, lacking detailed information, and there was no guidance offered on how to improve the search results. To complicate matters further, my husband has been dealing with health issues and undergoing tests at Johns Hopkins for the past 3 weeks, so I missed the deadline for the free trial expiration. Kindly refund the $99 as my linked PayPal account only has $10 left due to medical expenses, risking an overdraft. Thank you for your understanding. Best regards, M.P. Daniels P.S. I also discovered an unauthorized $24.99 charge, and I would appreciate a refund for that as well.

Subject: Urgent - Issues with Ancestry Account Dear Ancestry Support, I am reaching out to address some concerning issues with our account. It has been over 6 months since my wife submitted her DNA test, and we are yet to receive the results. On top of that, our family tree has been corrupted with duplicate profiles that cannot be merged, rendering it useless. Unfortunately, our 6-month subscription has expired, and we feel that we have not received the service we paid for. I have been unsuccessful in my attempts to reach out to Ancestry for assistance, and I am hoping to get a resolution soon. Your prompt attention to these matters would be greatly appreciated. Kind regards, C. H.

I am having trouble signing into my Ancestry account. Even though I am confident that my password is correct, the system keeps indicating it's wrong. I specifically set it up to remain the same. I haven't accessed my account for two months, despite keeping up with payments to ensure it's up-to-date. If this issue cannot be resolved easily, I may choose to cancel my subscription. I attempted to contact customer support, but had difficulty understanding the technician, which is disappointing as I feel like I'm not getting value for the service I'm paying for.

A few years ago, my daughter, A.K. Woldendorf, and I both took a DNA test with your company around 2[redacted]. We had some other things going on in our lives, so we stopped working on our DNA Ancestry. We each had our family trees at the time, and I, P. Ferris, decided to merge our trees into Alison's to simplify. I got rid of my tree and focused on hers. Alison has some mental health challenges and struggles with computers, and despite my age, I am not very tech-savvy either, though a bit more than Alison. Our address back then was [redacted] US Hwy 19 N Lot [redacted], Clearwater, FL [redacted]. We have changed our phone numbers multiple times since then and cannot remember the old ones, as well as the emails and passwords associated with the accounts.

I lost my wife's ancestry.com password and have been trying to recover her account with no luck. Her name is Corinne Louise Jenson from New Brighton, MN. She authorized me to manage the account for her. The login name is jensoncorinne079, but I can't find the password. I believe the email we used to sign in is listed below, or it could be one of the following: [redacted] or [redacted] The Activation Code for her account is H3F-8N7A-2P7P-2J4H. If you need to verify the account, please reach out to Corinne at [redacted]. Thank you for your assistance.

I need help regaining access to my wife's Ancestry.com account. I manage the account, but I lost access. She is C.L. Jenson, and we reside at [redacted] Linden Dr., New Brighton, MN [redacted]. Her login is JensonCorinne079. Unfortunately, I accidentally deleted her password. Once access is restored, I will create a new one. She does not use a computer or smartphone, so I might have used my email for communication. You can reach me at [redacted] or [redacted] I am J.A. Jenson, her husband of almost 61 years, and you can contact me at [redacted]. Kindly assist in granting us access to her account for us to retrieve her updated information. Thank you.

Hello Ancestry (dot) com, I found interesting information in the [redacted] New Jersey State Census regarding John W. (26 years old) and Martha Mclean (22 years old) and their two children, John A. Maclean (2 years old) and Albert G. Maclean (1 year old). John was employed as a Silk Finisher at a silk mill, but another census mentioned he worked as a "Sick Nurse" in an Industry Sick Mill as a wage earner. Please assist me in locating and emailing the complete [redacted] New Jersey State Census page that includes the occupation "Sick Nurse" for my grandfather, John W. Mclean. Best regards, Andrew Jacob Palamidy Sr.

I've been a member for 10 years. I need to cancel my subscription because I can't log in. I've forgotten or my password has changed. I've tried to contact Ancestry for help, but the information I received was unhelpful. I keep getting directed to outdated sites for password changes. I have over [redacted] names in [redacted] active trees. Will I lose all this data if I cancel? Please provide personal assistance to help me reset my password. I'm 82 years old and currently in the hospital, so I have time to work on my genealogy which has become an addiction. Please care for your loyal customers like me. Jon Estus T. Phone: [redacted]

In September [redacted], a DNA kit was gifted to me by my friend. She registered it under her ancestry DNA account which later caused confusion with my results being listed under M.B. Recently in August [redacted], she removed my family trees and my DNA test from her account. I am now unable to access it. I have a few questions: A. Is my test still stored by Ancestry, even after my friend removed it from her account? B. If yes, how can I retrieve my test? C. Should I re-submit my test with a new kit if it's not recoverable? I now have my own subscription to Ancestry but need guidance on accessing my original test. Thank you for your assistance. -Melissa A. Camp-Platt

Hello, I purchased a kit in January as a gift for a friend, Jeffrey L. Mills, who sent his sample on 1/29/21. He's been waiting eagerly for his results. The activation code is H8B-5Q8D-5Y4P-8P4P. He was getting updates until 2.5 weeks ago when he was notified of a problem with his test and offered another one. No news or test has arrived since then. I previously did Ancestry with my daughter and had a good experience, unlike this one. I feel like I wasted money as my friend received just a survey email without results. I paid over $75, and I'm hoping the new test will be sent, or I request a refund. Thank you, Kayleen

I placed an order for a kit back in January for a friend. He promptly returned his sample around 1/18/21. In mid-March, he got an email mentioning an issue with his sample and Ancestry offered to send another kit. Unfortunately, no new kit arrived, and there was no further communication. I called customer service on 4/1 and spoke with a rep who seemed dismissive. She promised to send another kit within 7-10 business days after verifying the address thrice. Today marks the 10th day, and still no kit. In the past, my daughter and I had a great experience with Ancestry, but this time has been disappointing. I consider this $75 expenditure a waste and am frustrated with the lack of communication and service. I'd caution others to think twice before using Ancestry.

I would like to cancel my subscription to Ancestry.com. I mistakenly signed up, and after reviewing my credit card statement, I noticed a charge of $[redacted] in your favor. I already have my family tree set up on FamilySearch. Please remove me immediately and refund the $[redacted] charge. Your service lacks comprehensive research, understanding gaps between children's birth years can be due to various factors like wars, military service, or illnesses. For accurate ancestry details, research all possible records around the world. For instance, my grandfather, Josef Stampfer, born on 11/30/[redacted], passed away in Austria in [redacted]. This information would be evident in your FamilySearch or Austrian records. Thank you, Katharina Stampfer.

Dear Ancestry, I am disappointed with the recent changes to the site. It seems that user preferences were not taken into account. The hint system is particularly frustrating, often leading to irrelevant suggestions. The new process for adding hints is convoluted and not user-friendly. Companies should value their users' feedback and make improvements accordingly. I hope that Ancestry will reconsider these changes and make the site more efficient and accessible as before. Sincerely, A frustrated user

I have reached out to multiple representatives, but none have resolved my issue. I've been a long-time account holder and recently purchased two kits for my husband and me, hoping to register both on our existing account. Unfortunately, this is not possible. I only wish to activate my husband's kit on our account. Despite the representatives' attempts to close the account so I can reopen it in my husband's name, using the same email address, I have been unsuccessful. Currently, I am unable to access the system. John mentioned there seems to be a security layer that needs to be disabled for my husband to activate his kit on our shared email. The steps John outlined are: 1. Disable the security layer. 2. Allow my husband to reset the password. 3. Change the account holder from Anne D. (me) to James D. (my husband). Thank you for your assistance.

Hello, I assisted a friend in purchasing a DNA kit from Ancestry, but he did not activate the kit by entering the 15-digit code. I reached out to Ancestry regarding Order No. [redacted]41. An Ancestry representative helped by transferring ownership to my friend John SHIRLEY for activation. We need to provide another DNA sample from the existing one and assist John SHIRLEY in activating the kit properly. I am a member of Ancestry. You can contact me at [redacted] or [redacted]. Thank you. - John Thornberry

I am dissatisfied with the new layout of the right side tab. It hinders me while reviewing hints, making the text smaller and challenging to read. It's causing confusion about whom or what I am editing or accepting. I strongly urge the option to choose between the old and new formats be given to users. The current setup has made using the site unenjoyable to the point where I am contemplating canceling my account. Feeling frustrated and powerless over the layout diminishes the site's utility. The lack of enjoyment during my time on the site makes it seem like a waste of money. I wish to maintain my ancestry account, but if I'm not granted a format selection, I may have to discontinue.

I have been billed for Ancestry All Access without realizing it due to a family matter. After canceling my subscription with Ancestry, I was still charged $49.97 on my Amazon Chase credit card. When I contacted Ancestry, I was informed that no money was due, but I am disputing the charge with the bank as I continue to be billed. It seems there was a miscommunication with the Ancestry representative, leading to this issue. I kindly request assistance in resolving this matter with Chase Bank at 1-[redacted]. For any communication, please use my email [redacted] or call me at [redacted]. Thank you for your help. Sincerely, Lorraine Reiser.

Hello, I recently renewed my Ancestry account last week. After waiting over a week to be contacted, I updated my payment method to a new Mastercard as the previous one was lost. I previously had my own DNA test done and received an email from [redacted] on Thu, June 3, [redacted], at 10:25 am. When I clicked on an "unviewed DNA Match" for "Rebecca Walsh" listed as a close family 1st cousin, it directed me to my wife's account, even though she took her DNA test a year after mine. "Rebecca Walsh" is actually my sister's daughter, making her my niece, not my wife's cousin, as my wife's DNA matches list suggests. I have been unsuccessful in accessing more information about my ancestry, despite both my wife and I having taken DNA tests, with only my wife receiving updates periodically. I tried to address this issue when renewing my Ancestry account a few weeks ago, but was told I was not on record as having received a DNA kit. Could you please investigate why my wife continues to receive updates while I do not? This discrepancy occurred previously, and my wife recognized the relative mentioned in the update, which led to this confusion. Feel free to contact me at [redacted] or [redacted]-[redacted]-[redacted] or via email at [redacted] if you require further information. Thank you.