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Ancestry.com Customer Service

Phone Number & Contact Info

Ancestry.com's Best Phone Number

800-262-3787
Toll-free·Calls Customer Service·Most popular Ancestry.com number
Q:

How do I talk to a live human at Ancestry.com?

A:Press 3 then 4
Q:

Does Ancestry.com offer 24 hour customer service?

A:Yes! This call center operates 24 hours a day, 7 days a week. The least busy day is Sunday, and the most busy day is Friday.
Q:

How long will I wait on hold?

A:The average hold time is 1 minute and 30 seconds. The longest hold times are on Friday, and the shortest are on Sunday. How is this calculated?

How do I get through the phone menu to a live person?

GetHuman researchers routinely call this Ancestry.com phone number to document the phone system.
Here is our latest tip for weaving through the phone menu to get to a real person the fastest: Press 3 then 4
Here is how our research team describes the way the Ancestry.com phone system greets you: For DNA products and services, press 1. For family services or any other products, press 2.
Below are some clips we've found from Ancestry.com's phone menus and tips that help give an idea of what you will encounter when you call. We've highlighted why they are important as well:

Heard when the phone system first answers

"Thank you for calling Ancestry. For quick about ancestry DNA products and services, press one. For family history or any other products or services, press if you are calling to purchase a DNA kit, press one."
Excerpt from a call with Ancestry.com
Friday, January 5, 2024 4:33 PM

They may ask your reason for calling (instead of a menu)

"Thank you for calling ancestry. For questions about ancestry DNA products, and services, if you are calling to purchase or upgrade, your call may be monitored or recorded for quality or training purposes. Good morning. Thank you for calling Ancestry. My name is David. How can I help you today?"
Excerpt from a call with Ancestry.com
Thursday, March 7, 2024 2:55 PM

They may ask you to enter information with the dial pad

"Thank you for calling Ancestry. Your call will be recorded and analyzed for quality and training purposes. For questions about ancestry DNA products and services, press one. For family history or any other products or services, press two.
You have reached Ancestry's cancellation menu.
Please enter the first six digits of the credit card associated with your account."
Excerpt from a call with Ancestry.com
Tuesday, May 7, 2024 8:15 PM

The first phone menu

"Thank you for calling Ancestry. Your call will be recorded and analyzed for quality and training purposes.
For questions about ancestry DNA products and services, press one.
For family history or any other products or services, press two."
Excerpt from a call with Ancestry.com
Monday, May 20, 2024 3:50 PM

After you press 1

"If you are calling to purchase a DNA kit, press one.
For account information or product support, press two."
Excerpt from a call with Ancestry.com
Friday, June 14, 2024 6:11 PM

After you press 2

"If you are calling to purchase or upgrade, press one.
To cancel your subscription, press two.
For account information or product support, press three."
Excerpt from a call with Ancestry.com
Thursday, May 2, 2024 5:20 PM

After you press 3

"Sorry. I did for questions about ancestry DNA products and services, press one.
For family history or any other products or services, press two."
Excerpt from a call with Ancestry.com
Monday, March 25, 2024 4:16 PM

What are the hours and when should I call?

Ancestry.com operates the call center for this 800-262-3787 phone number 24 hours, 7 days. The short answer is that you should call on a Sunday. This observation and the following section are based on analysis of a sample set of 1,605 calls made in the last 90 days using our free, web-based phone (see above).
An important note: busy times vs hold times vs best time to call
When we refer to busy or less busy times, we are talking about the volume of calls. The busiest times are when the most people are calling this Ancestry.com phone number (least busy times have fewer people calling). This high call volume does not necessarily mean that you will have a long hold time when you call. Companies like Ancestry.com staff their call centers differently based on the time of day and day of the week, so you may experience a shorter wait on hold at the busiest of times. When we refer to the best time to call, we are referring to the optimal combination of lower call volume and shorter wait times.

The least busy time to call

The least busy day to call Ancestry.com is Sunday. The most busy day to call is Friday, which averages 94% more phone calls by comparison. Again, this is based on a sample of 1,605 calls made with our AI-powered, web-based phone in the last 90 days.
Sun
Quietest
Mon
Tue
Wed
Thu
Fri
Busiest
Sat

The shortest wait on hold

We measured the shortest hold times to be on Sunday. The longest wait in the queue on average occurs on Friday, which is 718% longer than the minimum. As you can see, there is more fluctuation in hold time over the course of the week than there is in call volume.
Sun
Shortest
Mon
Tue
Wed
Thu
Fri
Longest
Sat

The best time to call Ancestry.com

In summation, the best day to call Ancestry.com is Sunday. In this case, it's a no-brainer. Sunday is not only the least busy day for calling this Ancestry.com number, but it is also the day with the shortest hold times.

Calling this Ancestry.com Customer Number

Adam Goldkamp is the editor / author responsible for this content.
Oct 5, 2023

I had a question about Ancestry.com I wanted to get an answer for before purchasing a membership, so I called their customer service line. I wanted to know more about how the online service worked, and if I had to worry about compatibility issues or moving between computers. As a traveler by nature, I'm frequently on the move, so I wasn't sure how this would affect my access to the product. 

While this may be an unusual issue, I'm sure there are tons of reasons why people call Ancestry.com. From questions about the family tree results to queries about the DNA testing portion of the website (which is amazing), there are many potential hurdles to navigate before diving into tracing your family genealogy. That's why it surprised me so much that I was able to get to a customer agent in around a minute. I had to navigate through a couple of directories, but both were short and it was quick enough that I was talking to the agent before I had any time to really get stressed about the task. 

When I got through, a recorded voice said, "Thank you for calling Ancestry" and then immediately launched into a directory listing instructing me, "For questions about Ancestry DNA products and services, press 1. For family history or any other product or services, press 2." I chose 2 since my question seemed to fall into the other category and was given a new list of options. 

This time, the recorded voice stated, "If you're calling to purchase or upgrade your subscription, press 1. To cancel your subscription, press 2. For account information or product support, press 3. I chose the first option since I had some questions about accessibility from other countries and locations. 

Immediately after making my selection, a recorded message stated, "Your call may be monitored or recorded for training purposes." Instantly, classical music started playing. However, before I even had time to put the phone on speaker, a representative picked up. It took just one minute to get to an agent, which was pretty impressive.

The only thing that diminished the experience was that the representative had such a thick accent that I couldn't catch their name. I had to listen carefully in order to understand them, but they were able to answer my questions. I just needed them to repeat themselves a few times along the way. 

Adam has been tirelessly trying to help customers find the best tips and tricks to get through phone trees and writing many guides for prickly customer service problems. He's been featured in the Wall Street Journal, Inside Edition and Bloomberg.

Why Customers Call Ancestry.com

Below is a sample of recent calls to Ancestry.com, and their purpose. Are any of these similar to the reason you are trying to call?
Technical issue with DNA matches: "When I click on DNA matches, the whole screen goes away."
- From a call lasting 30m 1s , Jun 14, 2024 6:11 PM
Membership cancellation refund: "I accidentally meant to cancel my membership and got charged after canceling."
- From a call lasting 8m 23s , Jun 12, 2024 4:20 PM
Assistance with account management: "I'd like to change that to me dot com."
- From a call lasting 20m 24s , Jun 10, 2024 8:02 PM
Concerns about multiple DNA kits: "I received a second DNA kit but unsure if I should take it as I already submitted one before."
- From a call lasting 11m 14s , May 29, 2024 6:48 PM
Billing inquiry: "I was charged fifty four dollars and I don't know why."
- From a call lasting 10m 9s , May 20, 2024 5:23 PM
Kit registration confirmation: "I just completed my kit and registered it, so I wanna make sure that it's okay to mail, that I'm registered."
- From a call lasting 9m 40s , May 20, 2024 3:50 PM
Issue with DNA kit registration: "I'm calling about the DNA test kit that I received, but it keeps telling me that I've got an invalid number when I try to register it."
- From a call lasting 21m 59s , May 16, 2024 3:38 PM
Checking on DNA kit expiration: "I found my DNA kits after two or three years, can I still use them or get new ones?"
- From a call lasting 6m 57s , May 15, 2024 10:56 PM
Issue with DNA kit: "My relative tried the DNA test multiple times but it's not working, they said they can refund me for the kit."
- From a call lasting 12m 2s , May 14, 2024 6:02 PM
Trouble accessing account: "I can't access my old account."
- From a call lasting 11m 8s , May 10, 2024 1:38 PM

More Ancestry.com Customer Service Contacts

There are of course other ways to contact Ancestry.com customer service besides the phone. Below we list the best ones, by medium.

Ancestry.com Customer Email Addresses

support@ancestry.com - Customer Service
Customer service email address
Corresponding with a customer service department by email may not be your first choice, especially if your issue is urgent or time-sensitive. But email is a nearly ubiquitous form of communication, and Ancestry.com will reply our your email.

Ancestry.com Customer Help Desk / Web Support

support.ancestry.com - Customer Service
Online customer service support
As a last, sometimes only, resort- Ancestry.com customer service can be accessed through their website. This can entail digging through help articles before finding a form and "being allowed" to submit a problem to their team, and rarely leads to a real-time conversation, which is why GetHuman does not recommend this unless it's the only way.

Conclusion and closing notes

This is Ancestry.com's best phone number, the real-time current wait on hold and tools for skipping right through those phone lines to get right to a Ancestry.com agent. This phone number is Ancestry.com's best phone number because 70,380 customers like you used this contact information over the last 18 months and gave us feedback. Common problems addressed by the customer care unit that answers calls to 800-262-3787 include Cancel Subscription, Account Access, Missing Test Results, Problem With Ancestry DNA, Setup Service and other customer service issues. The Ancestry.com call center that you call into has employees from Utah and is open 24 hours, 7 days according to customers. In total, Ancestry.com has 1 phone number. It's not always clear what is the best way to talk to Ancestry.com representatives, so we started compiling this information built from suggestions from the customer community. Please keep sharing your experiences so we can continue to improve this free resource.

GetHuman does not provide call center services or customer support operations for Ancestry.com. The two organizations are not related. GetHuman builds free tools and shares information to help customers of companies like Ancestry.com. For large companies that includes tools such as our GetHuman Phone, which allows you to call a company but skip the part where you wait on the line to get a live human rep. We continue to work on these tools to help customers like you (and ourselves!) navigate the messy phone menus, hold times, and confusion with customer service. As long as you keep sharing it with your friends and loved ones, we'll keep doing it.

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