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Company Name: Ancestry.com
About: Ancestry is a website enabling users to create their own family tree and help them discover,
preserve and share their family history.
Headquarters: Provo, Utah, United States.
Ancestry Customer Service 💢
The following contact options are available: Pricing Information, Support, General Help, and Press Information/New Coverage (to guage reputation). Discover which options are the fastest to get your customer service issues resolved.
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E-Mail: [email protected]
Website: 🌍 Visit Ancestry Website
Privacy Policy: http://www.ancestry.com/cs/legal/privacyphilosophy
Developer: Ancestry.com
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17 Most reported problems 😔💔
None of my photo media that I have uploaded directly to Ancestry and via FTM 2024 software appear in my Ancestry tree. Both trees are in sync. FTM file has been compacted before sync with Ancestry. There have been NO sync errors. Why are my photo media not showing in my Ancestry file?
I forwarded my wife’s DNA sample on 2 Jan 26, ref no. J2U-6L4K-4E5U-5L7P. To date have not received any emails on the progress. Please advise Regards DENNIS BYRNE
I have noticed several occasions where an Ancestry member has added photographs from my tree and then colourised the photos. If they wish to do this for their own tree that is OK, but the colourised version is then attributed to the tree of the original submitter. Whether these procedures are successful is questionable, and from my point of view the original copy is best from a genealogical aspect. If one wishes to change a photo for their personal tree that is up to them, but to attribute the altered photo to the original source person is misleading and totally wrong. In many cases the colourised version is of extremely poor quality yet is attributed to me! I have messaged several members who have colourised photos from my Ancestry tree but have yet to receive one response. How is it possible for a member to make changes to somebody else’s photo(s) on their tree, without noting that only the original came from another tree? Surely Ancestry should not attribute the modified photo to the original tree, as it current does?
I can’t log into my Ancestry account or access the website. I don’t know what happened. All I did was change my credit card account for the upcoming renewal. I am very frustrated.
I tried to sign into my account on Ancestry. I was then seeing a message I need to have a code sent to my email account. Unfortunately I am not receiving the code to my email account....vitina777@redacted. I've signed in so many times and I cannot now get to my account as yahoo isn't showing the code that ancestry is supposedly sent. I've gtried it so many times. Very frustrating. All of a sudden I'm being asked to verify myself after so many years of having an account.
Is there 800 number to ask questions about ancestry reports
I need to have someone contact me me about monthly charges on my account. I am not aware of what account it is happening on. 435-828-0680
I bought my wife a DNA kit, and she does not produce saliva due to chemo.,is there other ways to test?
Why are some functions of Ancestry no working, like Quick Edit?!?! Please advise
I want to cancel my subscription. Please cancel.
Confusion is my problem. I took the DAN test about 5 years ago. I'm bewildered and unable to comprehend how my DNA works. I knew my mother but am unaware of who my biological father would be. When the test came back the results showed my match was with families from Ukraine, Poland, Austria and Germany. Is there anyway I can get the true identity of my biological father? I need someone knowledgeable. I want to know who I am. Thank you Linda
I don't have a problem, but rather I would like to know if I can retrieve a list of my DNA matches for a specific country? My DNA profile indicates that I have 3% Norwegian heritage, but I don't know of any of my ancestors that would fit there, and would like to communicate with my matches that share the DNA connection. Thank you for your help.
Please locate my DNA results. I had the test when Ancestry was just beginning. I was able to review my results once and then they disappeared. I paid for them and I would like my results. I can’t find them anywhere on your website. This is just very wrong. Please advise. Thanks, Linda( Pasquali) Dunstan
It's not exactly a complaint as I really enjoy what your company offers... (thank you)... but my membership is due to renew on 3rd August for £69.99 - but I am convinced that I had an email some time ago offering me this service for a lesser amount??? Am I mistaken? Thanks, Elaine (Gill)
Membership Purchase DOES NOT WORK in the App
by Seventh Fret
The App is a scam! 😩😡🤬. You risk losing money! They tempt you with a few days free trial and charge your credit card. When your free trial ends, Ancestry deactivates your account so you can no longer see images of documents even though your card has been changed. To get your money back you have to deal with Apple.
I have had an Ancestry account for years, but only activate it occasionally for a few months to see if any new information is available. This time I made the mistake of activating it through the app using Apple Pay. The app worked okay for me. If you are using an iPad, the app is more convenient than the site on Safari; however, there are a few things that can only be done on the website (e.g. inviting others to your tree if your tree is private). Occasionally the app locks up and loses connection when you try to add files to your gallery. But the main problem is activating your account through the app, especially along with the free trial offer. If you want an active membership, activate it through the website even though you will not get the free trial. Otherwise, you risk a lot of headaches trying to get a refund when Ancestry doesn’t honor your purchase at the end of the free trial.
False advertising
by Ahamanda
Do not believe the free 14 day trial. You may get charged & then apple itunes will not refund your money. They told me that all sales were final & that apps are not personalized. I was not told this & there is nothing on the free 14 day trial page within the app that has terms & conditions or any exclusions. I had received a previous free trial & was surprised to see another one. I clicked it thinking I’d received it because I did not keep the subscription originally. Apple itunes store kept me on the phone for over an hour refusing to refund & quoting the all sales final in the terms & conditions. There needs to be an * on the free 14 day trial page in the app with at least a short sentence stating if you’ve received a free trial that you will be charged the full subscription price for one month & not receive the free trial. This is false advertising & makes both ancestry & apple itunes store look very bad. I learned my lesson the hard way. I’m sure I wasn’t the only one. Save your money & don’t even risk it if you’ve used it before. Reclaim the records offers all records for free, same ones ancestry charges for- public free records-paid for by your ancestor’s taxes & you can use ancestry through your taxpayer $ for free at your local library. I’m so angry.
New update is horrible
by CAB20
Why why why??? You ruined a perfectly good app! It is so difficult now to see my tree. There is no contrast, the pictures are tiny, the names don’t look right. Cannot follow the lines. Terrible graphics! No new useful features. What could have been really helpful would be to view the relationship in the tree without having to click on each profile. It would be amazingly helpful to have a colored border around each person in the tree with the ability to customize a color for each individual. This way you could highlight relatives in your direct line, another color for different relationships or to highlight interesting matches or ones you want to go back and research more. So sad about this new update...I have put so much time and effort into my tree and this new look is not going to work for me. So visually cumbersome! I need a larger photo and have put a lot of effort into using photos for quick identification and sizing them just so. Too much wasted space now that is not even being used to display additional information. I’m not sure what the thinking was behind this colossal failure. I want the old app back!!!
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