Ancestry.com Customer Service Issues

My email [redacted] was compromised and closed by Microsoft. I now use [redacted], but Ancestry is not recognizing it. I am unable to access my Ancestry account to update my information due to this. Despite reaching out for assistance via phone and online, I am facing difficulty understanding the instructions provided by Ancestry representatives who speak with unfamiliar accents. Ancestry acknowledges my login issue but I still require their help to resolve it.

I have reached out to Ancestry support seeking help for an issue. Initially, I requested the removal of the 2-step verification process. I am eager to have the trees and photos displayed on individual person pages again. It has been frustrating to navigate to the gallery to locate the images that were previously visible on the person's page. I invested a significant amount of time into organizing this information and prefer the previous layout. The data on individual pages seems to have been removed. As a long-time customer, I find the recent changes, particularly the loss of individual pictures and information verification, concerning. I am requesting a return to the previous format. Despite attempting to input my password and several new ones, I am experiencing difficulty with the two-step verification process. Kindly reach out to me via phone at [redacted]. My name is Nora Guckert and you can contact me at [redacted]

I am encountering an issue with viewing my family tree on ancestry.com when using the Edge and Chrome browsers on Windows 11. Despite following all recommended troubleshooting steps like clearing cache and adjusting settings, the family tree display quickly shifts to the left, making most of the tree objects and features inaccessible. This problem persists despite changing browsers and attempting various fixes. I require technical support to resolve this promptly as I rely on the tree view feature for my research.

Hello, I am inquiring about your Ancestry DNA basic kit. I have already completed my ancestry DNA test with another company, MyHeritage DNA. My son used your service for his DNA test. Comparing our results revealed significant differences. I have been interested in trying out your Ancestry DNA kit for several months, hoping to find a discount or promotional code. I aim to compare my DNA results from your kit to his to understand the disparities between MyHeritage DNA and yours. My experience with MyHeritage DNA was not as detailed as I had hoped. While I am currently committed to MyHeritage for a year, I am contemplating switching to Ancestry. I value accuracy and would appreciate the opportunity to compare both results. Could you provide a one-time discount for the basic DNA kit to help me decide? I want to ensure the accuracy before committing financially. Thank you for your assistance. Apologies for the lengthy message, I wanted to be clear. Thank you, Gordon.

I recently noticed an unauthorized charge from Ancestry on my bank account, causing it to be overdrawn. This led to an automatic overdraft protection payment, which is concerning as the account is inactive, and it was my ex-wife who used Ancestry, not me. I am requesting the reversal of this payment and the closure of the Ancestry account. My name is William Johnson, and you can reach me at +[redacted]9. Please provide your contact information as I have call blocking in place to prevent any disconnections. Thank you.

I am having an issue with Tru Lines. There is a person named Nancy without a surname showing up in my DNA matches, but she does not match any records. The problem is that Tru Lines is linking her to the wrong person, Nancy Mullins, when I want to acknowledge bse123's DNA match. Nancy Mullins has no connection to my family line at all. I need Tru Lines to correct this and change the name to just Nancy so I can proceed with acknowledging bse123's DNA match. My name is Aretta Lewis, and my main tree is Quest McCoys Family Tree. The person I am concerned about is Nancy McCoy Kelly, born around [redacted]-10 and married to William J Kelly around [redacted]. There are many DNA matches to her children and descendants. Please assist me with this issue.

I recently experienced a frustrating situation while trying to update my password on the app. After being unable to access my account using the forgotten password prompt, I had to spend a significant amount of time on the phone to resolve the issue. However, even after changing my password, I encountered the same problem when trying to log in on the app. It seems that the Ancestry and AncestryDNA apps require separate login credentials, which was not communicated clearly to me. This has caused unnecessary inconvenience and confusion. I would appreciate any assistance you can provide to help me access my account without further complications. Thank you for your attention to this matter. Sincerely, W. K. Daly

I attempted to enable two-step verification on my Ancestry account but encountered multiple issues. Another member was able to change my password using just my email, phone number, and zip code, which is alarming. An Ancestry representative named Ojay recommended setting up two-step verification. When I tried to do so using my cell phone number, I kept receiving an "INVALID PASSWORD" message even though I could sign in with the same password. I then tried using my email instead but faced the same issue. I had to reset my password previously after someone changed it, leading me to create a new one using a code sent to me. Although I can access my account now, I am concerned about the security loophole. I urgently need help from Ancestry to resolve this technical problem and implement two-step verification with my cell phone number. Thank you, N.A. Gray.

About two years ago, I submitted a completed test. Around a year ago, I was informed that some tests needed additional testing, causing delays. It is now April 29, [redacted], and I still have not received my results. Some of my friends received their test results quickly. I am confused why I have not received mine. My name is Margaret C., and you can reach me at [redacted] Your prompt response would be greatly appreciated. Thank you.

I am frustrated and upset. My credit card was compromised, Chase canceled it, and Ancestry closed my account when they tried to renew it the next day. Upon receiving my new card, I tried to reactivate my account. An online representative instructed me to complete a questionnaire for a $1 charge, which my card failed to authorize. Even after reapplying, I was still denied access. Chase alerted me about an unfamiliar $46+ charge, which I had to confirm to retain my new card promptly. I request a reversal of this charge. I want my account fully restored with access to all services, including newspapers.com, at a rate similar to the original renewal cost or less due to the inconvenience caused by the account closure. Please provide guidance on reinstating my account. Thank you, Sondra I. F.

I am reaching out on behalf of my grandmother, who is unable to access her DNA test results on Ancestry.com due to the test being linked to an old email she no longer uses. She is a long-time member, and we are seeking assistance to help her access the results using her current email. The old email linked to the test results is [redacted], while her current login email is [redacted] We are trying to establish her identity to gain access to the results and would appreciate a call from a U.S. agent to resolve this matter. You can reach me at [redacted] or [redacted] for further assistance. Thank you, Sarah Scheiner.

Hello, I recently observed what I believe to be a significant issue with how Ancestry is presenting the [redacted] census data. I have already brought this up with a phone support representative, but I also wanted to escalate it to technical support. When viewing a [redacted] census record for one of my ancestors, instead of showing their dwelling address, the record shows a "dwelling number," which I find unhelpful. Previous census reports displayed the person's street address and name, indicating their place of residence. The dwelling number appears to be akin to a lot number and lacks relevance. The street name and address number are clearly present in columns one and two, so why not display them as done in the past? Best regards, M. G. [redacted]

Hello, I am James M. Recently, I noticed a recurring charge of $24.99 from Ancestry.com on my bank statements dating back to January [redacted]. I have never used their services before and would like to request a refund for the charges from January [redacted] onwards. Additionally, I would like to cancel any subscriptions or memberships associated with Ancestry.com immediately and block any further charges. I suspect that my sister may be involved in this unauthorized activity. I am in the process of taking legal action against her as she may be connected to illegal activities such as drug trafficking and money laundering. After my mother's recent passing, I believe she may have obtained my social security number and other personal information to enact revenge on me for reporting her to the authorities. If you have any information that could help in apprehending her, please let me know. I appreciate your assistance in resolving this matter and stopping the criminal behavior she has chosen to engage in. Thank you for understanding and cooperation.

I recently revisited my World Explorer Membership after 6 months only to discover that Ancestry no longer offers the feature where it would generate a detailed story for individuals or families based on the information inputted, which I found to be an invaluable tool. Despite being a member for almost 13 years, I have decided to cancel my membership due to the discontinuation of this feature. - Peter Shea

I have been a customer since [redacted]. Initially, I opened the account under the name Leah Shepherd while living in Powell, Wyoming, but later moved to Lovell and then Greybull. I continued managing my family trees with multiple family members interested. Today, I encountered trouble accessing my account, even after changing the password as suggested by support. I used the LDS church access and was informed I didn't need to pay for the services. I would prefer not to create a new account if possible. I am willing to pay for the services to regain access to my original account. Please advise on how to proceed. Contact information: email - [redacted], new email available, phone number - [redacted]. Thank you for your help. - Leah

I am unable to view the images of census records or other records on the website. When I click on the "view image" option, I only see a blank screen. I have had no issues for the past 10 years, but recently have been experiencing this problem in the last 2-3 months. I have tried several suggestions found online to fix the issue with no success. Additionally, when I click on the green leaf icon on my family tree, suggesting a [redacted] Census Record, the data appears on the right side but the image on the left does not show up when I try to view it. This problem is also occurring on my wife's laptop. I am unsure if this problem needs to be fixed on my end or if it is an issue being addressed by the website administrators. Thank you.

I've been facing issues with my ancestry.com account for the past five months. Whenever I try to access it, I receive an error message preventing me from logging in. Time is running out for me as my mother is very ill, and I had to complete our family tree on the platform before her passing. Due to my mother's multiple health problems, including surgeries, I have been unable to focus properly, resulting in errors like duplicate entries on the family tree. My own health issues like glaucoma and cancer have exacerbated the situation. I urgently need assistance to resolve these problems before I lose my eyesight completely. My family's history is extensive, with over [redacted] members worldwide, and I feel a sense of urgency to complete this task as my mother and I are the last of our family line. This is a critical situation, and I am reaching out for help in desperation as time is running out for both of us.

I have been experiencing ongoing issues with ancestral.com for several months now. Despite my struggle with aggressive glaucoma and being in and out of the hospital due to my mother's deteriorating health, I made a promise to her to resolve this problem. It's frustrating to pay for a service I cannot use, but the challenges of chemotherapy and other responsibilities have kept me from addressing this. Amidst the chaos, I am reaching out for assistance as I am determined to fulfill my promise despite my own health issues. My time is limited as my mother's health is rapidly declining, and I am also battling cancer again. Ensuring I can navigate ancestral.com is important to me, especially seeing it through my mother's perspective. I hope for the opportunity to do so before it is too late.

Hello, I am concerned about my privacy regarding a family tree. I notified the owner in [redacted] that my siblings and I are still alive. Despite contacting them multiple times, our living status has not been updated, and we remain visible and identifiable to other researchers. The owner, valeryjaynehall of the quarterman Family Tree, has not responded to my requests for privacy. I am seeking assistance on how to protect our identities and would appreciate your intervention. Can you help ensure our information is kept private by requesting the owner adjust the settings accordingly? Your support on this issue is greatly valued. Thank you, Catherine Mackintosh

I am currently facing difficulty in accessing my DNA results on Ancestry.com, which I was able to view until last week. I share an account with my husband, and there used to be a dropdown menu next to the settings button at the top right of the DNA page that allowed me to access another DNA result. However, that feature seems to have disappeared. Our account is registered under [redacted], under the names Juan Jose Holmes and Sue Holmes. Additionally, I have never been able to view the "traits" section under DNA, which my husband can access. Due to being retired, we are looking to avoid having to pay for two subscriptions just to access DNA features. Everything else on Ancestry.com is functioning correctly, such as adding to the family tree, receiving hints, and using messages. Our internet provider, device, and settings have remained consistent. Thank you. - Sue Holmes