Ancestry.com Customer Service Issues

I currently have a World Explorer Membership paid through March 17, [redacted] and would like to upgrade to an All Access Membership. Rather than starting a new one-year membership, can I modify my existing one? The screen I saw did not mention my remaining paid membership period. I am not prepared to consider my current membership fee a donation. I am unable to wait for a chat, so kindly address my query directly. Thank you.

A friend bought 2 DNA kits from your company in April/May [redacted], and I purchased one from her. Unfortunately, I broke my hip on May 4 of this year and never used the kit. I recently rediscovered it unopened and fear it may no longer be viable. Is there a way to exchange it for a new one or get a discount on a current purchase? I noticed online that the kits are currently on sale for $59 each. Thank you for your understanding.

I have been attempting to request the transfer of my family memorials on Find-a-Grave for over a month now. Initial attempts were made on October 2nd, [redacted], to transfer memorials belonging to "The Angel Hunter", #[redacted]5. Despite waiting for the 21-day automatic window for suggested edits such as correcting names, the member seems inactive and unwilling to make necessary corrections. After contacting F/A/G support on 11/15/[redacted], I received a prompt response from Tracy (Admin) offering suggestions and a commitment to follow up within a week. However, subsequent attempts to communicate were met with delayed responses and lack of cooperation from the memorial holder and support staff. I have opened a new work order to address the issue and requested the transfer of specific memorials belonging to Henry and Elzora Kidd to my care, given my closest relation to them. Despite following guidelines, the lack of response from customer support is disappointing. I can provide documentation of my correspondence for reference. Thank you for your attention to this matter. Michelle (Clements) Whitman F/A/G #[redacted]4.

I've been struggling to access my information on ancestral.com for a while now. I've been trying to work on my family tree for my mother, who is ill, but the site has been unreliable. Despite being given three months to resolve the issue, it still persists on and off. When I receive emails to update my tree, I encounter difficulties transferring the information. The site is also not showing up properly in search engines. I urgently need assistance with this matter as it's important to me. I'd appreciate it if someone could reach out to me to address these ongoing problems. Thank you.

I contacted Ancestry on November 17, [redacted], to update the email address for a gift membership I purchased in September. The customer service agent was supposed to cancel the initial order and then set up a new gift membership with the correct email address. The original order was $99, and the new gift order was $95. However, on December 28, [redacted], I noticed a charge of $[redacted]. I am unsure if this charge is related to the canceled membership. I would appreciate it if this could be rectified promptly. Thank you, Vina R.

I need assistance cancelling my Ancestry subscription as I'm unable to recall the account details to log in. Charges on my bank statement show I have been billed from 1/25/[redacted] to 11/28/[redacted] with card number ending in [redacted]. I want to stop this subscription due to financial difficulties. Any help to resolve this would be greatly appreciated.

I recently reactivated my canceled account with Ancestry.com through a promotional offer. I intended to activate the "World Explorer" membership level for $84 for six months, but it seems I mistakenly activated the "U.S. Discovery" level for $59 for six months. I believe I selected the wrong option on the promotional page. I kindly request to have my membership upgraded to the "World Explorer" level at the promotional price of $84 for six months. Thank you for your assistance.

I am seeking a Pennsylvania death certificate for a child who passed away in Chapman Township, Snyder County in [redacted]. A member of Find A Grave shared this detail with me while updating the child's memorial that I oversee. When I search on Ancestry, I encounter difficulties finding any death certificates for individuals in Snyder County from [redacted] to [redacted]. It seems like there may be an issue with the database. I hope to find more information about Ardella Betty Sholl or Scholl based on the details provided, including her parents' names and the specific certificate number. Any assistance would be greatly appreciated. Thank you. - Steve

I have been a member of Ancestry for nearly two decades and have invested a significant amount of time and money into my research. Last year, I noticed a page under Annes Family tree that I did not create. My username is "ZANINP16" and I have also used "Zaninp16" to log in. Since Google's recent updates, I have been experiencing difficulties with my account. It seems there is confusion with my username and email addresses. I have created accounts for David Wendel and my husband David Zanin, which I can access. I believe my email associated with my account, [redacted], was compromised, so I created a new one at [redacted], which does not seem to be working. I have since updated my old email address with a more secure password. Your assistance in resolving this issue would be greatly appreciated. Thank you, Pat Zanin.

I have been told twice that my account would be placed on hold, with a promise of receiving credit for the months I was charged during the hold period. However, instead of receiving the appropriate credit, I was charged again after being assured that all the charges since November would be refunded. The situation escalated when I noticed I was charged the same amount, credited for only one month instead of the entire duration I was erroneously charged for. Despite the assurances given, the issue persists, and I am struggling to find a resolution without spending countless hours on the phone with customer service. I am frustrated by the lack of progress and the recurring charges without a proper resolution being offered.

We are experiencing an issue where we are unable to access our DNA match list. When we click on "view matches," the screen remains blank, despite waiting for extended periods. Typically, our matches would display instantly, but this has not been the case this week. We considered that Malwarebytes might be blocking the list display, but we have been unable to find a setting to address this matter. The problem persists across both Firefox and Microsoft Edge browsers. We have separate accounts for my wife's DNA and mine, so confusion regarding being signed in on the correct account is ruled out. We have not found a solution on the ancestry.com help pages or through chat support.

I am Patricia Tanner and have an Ancestry.co.uk family tree called MacQuillin Family History. About a year ago, my computer failed, and I couldn't afford to replace it then. Recently, I got a new laptop, but I can't access my tree because I don't remember my login details and didn't make a record. I really want to continue working on my tree. I hope Ancestry can assist me in recovering it. If needed, you can reach me at my new email [redacted] as my previous email was with BT. Thank you for your help in advance. Patricia Tanner (nee Duggan) of London. Feel free to contact me for further details.

Hello, my name is R. L. from Mont-Saint-Hilaire, Quebec, Canada. I have attempted to reactivate my Ancestry account using my email as I have done in the past. However, it does not recognize my email and password anymore. Despite requesting a new password, I did not receive the email with the code. Instead, a "guest account" was created with no family tree or DNA results. Can I retrieve my data and renew my membership with my previous information? The email associated with both the old account and the new guest account is "[redacted]" Thank you for your assistance.

I have concerns about Ancestry.com employees. I am skeptical that the website is legitimate and worry about privacy, especially for children. In my opinion, Ancestry.com is not trustworthy and may involve illegal activities. I want to warn others about potential dangers related to the website. Unfortunately, my email has also been compromised.

I am extremely disappointed with the lack of support provided on your website. While I enjoy using your services, the current customer support offering is unacceptable. It is frustrating that I have to pay to address an issue with a product I have already purchased. I am encountering a simple problem with my missing DNA kit and lack of delivery. I request a refund for this issue and would like to cancel my subscription. I am feeling quite frustrated and may consider switching to a competitor that offers free customer assistance. Additionally, the performance of your chatbot is subpar, as it is slow and unresponsive.

I need assistance with logging out and logging back in to update my username and password. I bought a DNA kit for my son almost 2 years ago, and he hasn't checked any information as he's not familiar with the process. I'm trying to help him, but he can't afford the membership fees. I offered to use my credit card for both our accounts. Please contact me at [redacted] for further assistance. Thank you.

I attempted to communicate with two individuals on Ancestry without success. One of them seemed unaware of the topic I was discussing, and my efforts to clarify were futile. I am inquiring about the possibility of Ancestry donating a DNA kit for use as a door prize at conferences. In the past, I have received a kit at our South Dakota conferences. We have an upcoming South Dakota State Genealogical conference in Brookings, SD on April 15th, and I would like to know if this is still a practice. Thank you. Cheryl S. [redacted] 4th St. Brookings, SD [redacted]

I called and received a code: [redacted] at 6:10 PM. I believe I purchased my Ancestry DNA test around [redacted] when I was wintering in AZ at "La Casa Blanca" complex, Unit No. [redacted]. Recently, I misplaced the kit after moving from AZ to TN. I am searching for my Ancestry Kit No., which should be on the box. It was registered under the name Patricia L. Smith or Trish Smith. I am unable to locate it. I also encouraged my husband to take the test named Roy Allen Smith. I can't find his test either. Please assist me in retrieving the Kit Nos. for both our tests. They would have been shipped to our former AZ address. Your help is greatly appreciated. Thank you, Trish Smith

Hello, my name is Roger. I recently ordered an Ancestry.com DNA kit, and I've been a member for a while. I used to access my page easily, but now I'm unable to log in using the same email account. I find it odd that I just paid for the DNA kit and now I can't access my account. I was using the site two days ago to check for new hints about my family history. I'm worried I may have been scammed. I hope this is just a misunderstanding and not a breach of trust. I kindly ask for your assistance in resolving this issue and restoring access to my family history. Thank you for your attention to this matter.

I am of German and Irish descent. The house I grew up in back in [redacted] had a mix of Scottish and Russian heritage with my niece being interested in ancestry as well. I decided to try Ancestry DNA in early [redacted]. After several samples and retests, I was amazed at the results. When I contacted Ancestry DNA about missing data, they asked for yet another sample. Despite some technical issues and lost smartphone service, I persisted and eventually received satisfying results. In [redacted], I had to reach out to Ancestry again and create a new account due to login issues. I also tried Helix and 23andMe for comparison with similar outcomes. It's surprising that even without my consent, a hospital conducted DNA testing revealing unexpected connections to the Kennedy Family. The journey of discovering my heritage has been both perplexing and fascinating.