Ancestry.com Customer Service Issues

I am having trouble accessing my account as I have forgotten my password. Unfortunately, I am unable to reset my password as the email linked to my account is no longer valid. Despite my attempts to recover my account, I am prompted to use the outdated email address for verification. Since I now have two new email addresses, I require assistance from a representative to facilitate my login process. This issue has caused me significant frustration over the past few days. My account is registered under the name Albert Conner. If needed, please contact me at [redacted].

I purchased the Ancestry DNA activation kit with traits from Walmart for my late mother who was battling stage four lung cancer. Due to her condition, it was challenging to collect the saliva sample as she was on medication that caused dryness. We managed to send in the vial, but unfortunately, the results came back inconclusive, and they requested another sample. My mother passed away before we could get a conclusive result, and it was heartbreaking for me. I wonder if there's any possibility of returning the kit or trying to make use of the sample she provided. I am unsure if a callback is an option.

Suddenly, I noticed my trial ended and my account was charged $74.99. I immediately canceled as I don't have the funds. Then, I saw another charge of $49.99. I originally signed up for a free trial in September [redacted] and canceled before it ended. Recently, when I tried to sign up again, it claimed I had already used my free trial, but then it put me in a new one. I never selected a membership as I intended to wait until I had enough funds. Now, $[redacted].99 has been withdrawn from my checking account without permission. I'm in need of a refund.

I was unexpectedly charged $79 for a renewal that I did not anticipate. I believed there were monthly fees, so this charge caught me off guard. I have already canceled my membership, but I need it to be effective immediately, not on August 6. Given my altered financial circumstances, I am unable to afford the membership. Additionally, on May 10, I was charged $32.99 for a membership, which seems to indicate I am being double-charged. I suspect this has been happening for a year, and I urgently need to cancel all services.

I haven't been feeling well lately and haven't been using Ancestry. I keep receiving hints for information I've already entered in my family tree. Due to this, I've decided to pause my work on Ancestry for now as I feel I'm not benefiting from it. I'm paying $32.99 but not utilizing the service, so I would like to cancel my subscription. I noticed a recent charge on my account; if possible, could you please reverse that payment? If not, I formally request to cancel my subscription effective immediately. Thank you.

I was in the midst of setting up my DNA activation when I inadvertently pressed the back button on my computer, cutting the process short. Now, when I try to resubmit the activation code, the system does not recognize it, and I'm unable to proceed further. I wasn't able to finalize the activation steps before encountering this issue. My name is Theresa O'Donnoghue.

I tried to create an account and got notified that my email is linked to an existing one. A while ago, I began setting up an account when you had a discount, but I didn’t finish or make any payments. I’m unable to reset the password for this supposed account. Since I don’t recall the password, I can't log in. How can I resolve this and also benefit from the current 40% discount offer?

I have previously submitted this information and I am unsure about the next steps. Approximately two decades ago, I established an Ancestry account under the username karenvan2. However, it appears to no longer exist. Interestingly, a user named Anthony Mantaneri has an account using my name, containing only his family data and nothing related to mine. I attempted to create a new account using my details, inputted a significant amount of information, and encountered an issue. I tried utilizing the guidance notes on the screen, but they indicated I needed further assistance, leading to the page freezing. This situation has left me feeling bewildered. Can someone provide assistance with this matter?

I am experiencing issues accessing my account. Whenever I try to log in, I am redirected to a page requesting me to re-enter all my information. It feels like my account has been erased from the system. The page keeps prompting me to start over. Please investigate this matter promptly and provide me with an update. I am consistently redirected to a different account rather than my original one that was created when I took the DNA test with your company. Thank you.

I am experiencing issues with the 15-digit code needed to activate my kit, rendering me unable to mail it in for results. To address this, please repair your website to properly recognize the code, use the existing numbers I have for activation via phone or email, or provide a replacement kit with functional numbers, without any additional charges. The money spent on this kit now seems wasted as I cannot activate it due to the faulty numbers. The virtual assistant on the website has not been helpful, and it took me 24 minutes to connect with a caring representative.

I am trying to cancel my subscription. I previously emailed Ancestry, but received no response. I attempted to use the Ancestry Bot and called the provided number, but it kept disconnecting me. Cancelling seems difficult as there is no cancel button on my subscription page. After logging out and back in as instructed, the site prompts me to resume my membership instead of cancelling. I would like to cancel my subscription.

I recently called to apply my AARP discount to my account but mistakenly, the charge went to my father's account instead of mine, even though his account is not the one I provided. Can you please transfer the $17 charge to my account? My father, K.E., who is 96 years old, did not intend to sign up for a membership with the DNA kit he purchased on his iPad as a Father's Day gift. His email is [redacted] Thank you for looking into this matter.

I was attempting to withdraw money on Cash App when a prompt asked me to make a purchase. I opted for a 14-day free trial with Ancestry. Now, I am struggling to cancel it as I can't recall my password. After attempting to reset it, I was told a verification code was sent to [redacted] Despite receiving the code and entering it multiple times, it keeps saying "invalid code." I just want to cancel my subscription. Can someone please assist me?

I recently changed the password for my previous account and successfully made a payment. My account had been under the name Nicholson Family Three for quite some time. However, after the password change, it seems I was set up with a new account. I am now missing important research data, specifically my brother's military record, which I had previously accessed and needed for a lawsuit. I am requesting the reopening of my original Nicholson Family Tree account with all the paid-for information intact. Due to time and financial constraints, I cannot afford to redo the research. Please close the new account that was created and restore the previous information. If this is not possible, I will consider switching to Heritage where data is maintained after research activities.

On November 20, [redacted], I placed an order for a DNA kit for my stepson and his wife. The order number is [redacted]59. His wife received an email notifying her that her results are ready, but my stepson did not receive one. We suspect she may have entered the wrong email address for him. His name is Adam Reed, and his correct email address is [redacted] As a long-time Ancestry subscriber managing my husband's DNA, Sammy Reed, I can see that Adam is a 50% DNA match as his son. I know Adam's results exist but are inaccessible to him due to a potential email error. To assist further, Adam can be reached at [redacted], and I can be reached at [redacted]. We hope you can help us resolve this issue. Feel free to contact me or Adam for additional information.

I attempted to find information on my father's death date in Google, which I believe was on 7/15/[redacted]. However, I came across a [redacted] Census record that inaccurately stated details about my father's life. The entry mentions he was 18, living with his mother and two older sisters, which is false. His mother's name was Hannah Brown or Braun, and I know for a fact that my father did not live with them in [redacted]. In reality, when my father was eleven in Brooklyn, his mother and sisters were no longer there when he returned from school, and he was put into foster care. Later, he lived with friends on the Lower Eastside after being released at 18. The listing mentioning his mother living in Manhattan is also incorrect; she resided in Coney Island, Brooklyn. I would appreciate speaking with a representative for further clarification. Jerry H.

I have purchased a 6-month subscription and submitted my DNA sample, but I have not received any updates. I joined in February using my cell phone number ([redacted]) and requested that my information be sent to my landline at [redacted]. Unfortunately, this was not done. I have forgotten my original password and now have a new one that is not working. My subscription is set to end around August 7, and today is July 18. If I do not receive assistance, I will not renew and will inform others about my experience. Please assist me promptly. You can reach me at [redacted]. Thank you. - G.H. Stockton

I have been a long-time Ancestry subscriber and have bought 18 DNA kits for myself and some family members, giving me access to a total of 35 tests. Facing an issue now. A kit I purchased for my late sister-in-law, Anne Ryan, who passed away on May 23, [redacted], needs to be transferred to me as the owner. Despite being a collaborator, no one, not even her adult sons in Kentucky and Tennessee, has her log-in details. I seek control over the test to view any messages from matches. I possess her death certificate for verification. I am married to her brother, Thomas Ryan, and would appreciate assistance in changing ownership. Nancy Ryan Ancestry: Nancy Ward Ryan

I recently updated my credit card to pay for the annual renewal a week ago. Although I updated it, the reminder note on the ancestry page persisted, which I assumed was a glitch on your end. Today, I received another email stating that my credit card was not successful and advising me to update it again. The email also mentioned that my rate might increase if the payment goes through with the current card. I am puzzled because I updated my credit card information a week ago, so I am not sure why it did not work when you attempted to charge it. I have now re-updated with the same card today. If this does not resolve the issue, I am unsure what else to do.

I need assistance recovering access to my account with the username DScottBatchelor or DScottBatchelor1971. It was associated with the Batchelor Family Tree, featuring David Anthony Batchelor, now deceased. Unfortunately, I no longer have access to the email linked to this account. Can you advise me on how to regain entry? Adding context, my spouse is Mandy Marie South, and my previous spouse was Michelle Hare. Your help is much appreciated. Thanks, David S. Batchelor