Ancestry.com Customer Service Issues

Subject: Sign-In Issue with Ancestry Using Microsoft Edge I've been experiencing trouble signing in to my Ancestry account through Microsoft Edge recently. It seems like there might be compatibility issues between Ancestry and Microsoft Edge. When I try to sign in, I can fill in my username and password, but the sign-in page keeps appearing unfilled afterward. I've confirmed that my login credentials are correct, as I can sign in without any problems using other web browsers. I would appreciate your help in resolving this issue. Thank you, R. G. Pacheco (User ID: rolgarpac)

The DNA results for my paternal side are incorrect. I am concerned about the discrepancies in the ancestry percentages provided by Ancestry. Despite my grandfather being of white descent, it is reported that my father has high African percentages in his bloodline. Additionally, my European percentages do not reflect the specific breakdown accurately, as my Norwegian and East European roots are not clearly distinguished. My main concern is that my visible physical traits do not align with the emphasis on African ethnicity in the DNA report. My father's lineage also suggests a mix of European and Indian backgrounds, which contradicts the heavy African percentages indicated.

Today I'm feeling a bit frustrated and I need to address an issue regarding sharing genealogical information on Ancestry. While I'm willing to share my research, I recently found out that another member has copied one of my entire family trees, including photos and stories, to her own tree without permission. This doesn't feel like research; it feels like theft to me. In response, I've made all my family trees private, although this goes against the spirit of being part of Ancestry. Moving forward, I hope Ancestry can address this problem by potentially restricting how much information can be transferred between trees or preventing wholesale downloads. The member who copied my tree has now mixed incorrect information from her own research with mine, but it's unfair to those of us who have dedicated years to compiling our family history only to have it taken and claimed by someone else. Thank you for hearing me out! - N.M.

Subject: Request for Resending DNA Kit Dear Team, I purchased a DNA kit in March [redacted] and encountered an issue with the initial sample provided. Per your instructions via email, I ordered a new sample, but unfortunately, it was never received. I kindly request your assistance in sending a replacement kit to the following address: Christian de la Touche 26 Rue Dreux [redacted] Saint-Malo France I have attempted to reach your company multiple times via phone, including in the USA, with no luck. I appreciate your prompt attention to this matter as I am eager to proceed with the DNA analysis. Please consider my request, as I no longer have the kit number or activation code. Best Regards, Christian de la Touche

Hello, I’m Nancy L. Holwell. I am looking to set up an account, and my brother, Scott Rogers, will assist. The hurdle is that my late brother, Ron Rogers, had an account for me previously, and I wish to link to that when setting up the new one. During my recent call, the customer service representative located the account but advised me to reach out for further assistance. The account belonged to Ronald C. Rogers or Ron Rogers, who might have also used the name RCRogers. Unfortunately, I don’t have the username or password. His emails were [redacted] and [redacted] Moreover, my husband had an account in the past which I would like to connect to the new one as well. Could you please help me with this setup? Thank you, Nancy

When I try to access Ancestry UK, the site automatically redirects to Ancestry AU within seconds. Despite both sites displaying records, I prefer conducting research in the UK, making it frustrating when Australian records take priority in searches. It seems the system identifies a user's location rather than their research preferences. Although I reside in New Zealand, I should be able to choose which site to utilize. Unless this issue is rectified, I won't be renewing my subscription. I've attempted to reach out through the automated 'Leaf' feature but received no response. I hope this matter can be resolved promptly. Regards, Heather P.

Hello, I placed an order ([redacted]44) on July 27 for 2 Ancestry DNA kits to be delivered to Belgium for my cousin: Mrs. C. Vermeire Schoonstraat 91 [redacted] Evergem Belgium The order appears to have been shipped on August 1 but was not successfully delivered by August 15. It shows that the item was handed over to the Deutsche Post return center. I am concerned about the status of my order and would like to either locate it for delivery or receive a full refund as I paid [redacted].98 €. Thank you, M. Nicolas Cadart

I recently signed up for a trial, canceled it shortly after, yet found out I got charged. Upon checking my account, I noticed the membership wasn't canceled as it should have been. I suspect I may have closed the site prematurely causing the issue. Currently, I am in a tight financial situation and may consider signing up again, but I need assurance that I can trust the cancellation process. It seems like the cancellation didn't go through properly, despite receiving an email confirming the cancellation.

I have a question about my recently activated account on a genealogy website. I tried to deactivate it the same day due to my lack of knowledge about my lineage names. However, while the browser only shows that I attempted to set up the account without completing the deletion, I later got a pending charge of $52 from the website. I couldn't log in on my mobile device as I never activated the account after trying to delete it, and I didn't save any account details for future reference. Surprisingly, I could sign in through the same browser without any issues. I originally wanted to delete the account to potentially save the free trial period, but now that I have gathered more accurate family history and lineage information, I need access to do more research on my ancestors from several generations back.

Good morning. I opened an ancestry account using the email [redacted] a few months back. The account status shows as "registered guest," but I noticed I have been billed twice by Ancestry for a membership fee of $35.63 each time. I have no knowledge of the account linked to these charges. I kindly request your assistance in looking into this matter, identifying the account associated with these payments, and canceling the membership. Thank you. Jennifer

I have noticed that money continues to be deducted from my account by Ancestry, even though I requested cancellation of the subscription months ago. Despite not using the account recently, I am still being charged. I urgently need help canceling the subscription. I tried contacting Ancestry's Australia phone number today, but it did not work. I am facing financial difficulties and emotional exhaustion following a tough six months, including the recent passing of my aunt. I would appreciate any assistance you can provide. Sincerely, Melanie B. [redacted] [redacted]

I have noticed that money keeps being deducted from my account for an Apple subscription that I cancelled months ago. Recently, another unauthorized debit occurred. Despite not using any Apple services, I continue to be charged. I urgently need assistance in resolving this issue as I am facing financial difficulties. After searching for Ancestry's contact details in Australia, the provided number did not work. These unexpected charges are causing me significant stress during an already challenging period. I have been dealing with emotional exhaustion, especially after the recent passing of my aunt. Any help in this matter would be greatly appreciated. Thank you, Melanie Louise Borovic 32 Dalton Avenue West Wodonga, Victoria [redacted] DOB: 17/11/[redacted] Mobile: [redacted] Email: [redacted] Regards, Melanie Borovic

I'm having trouble activating my DNA test. The [redacted] phone number isn't working for me here in London. I'm seeing the same error message on the phone app. I already have a DNA test from Family Tree linked to my tree, which might be causing an issue. I can't find any information for help, and I'm feeling really frustrated. The support email for Ancestry UK isn't working; it just redirects me back to the automated system and the non-working [redacted] number. The main issue is that I can't 'select myself' as the option is greyed out, preventing me from proceeding with the activation. Please assist.

I am having trouble activating my DNA test. The [redacted] phone number is not working for me in London, and I received the same error message on the phone app. Additionally, I already have a DNA test from Family Tree linked to my tree, which might be causing issues. I cannot find any information for assistance, and I am feeling really frustrated. The main issue is that I cannot "select myself" as the option is greyed out, preventing me from moving forward with the activation process.

Hello, I purchased a DNA test for my daughter, Katharina Förster-Andrade, born on 19/05/[redacted], at the end of September and sent it by post to Ireland, as advised by the postal worker, unfortunately without tracking. To date, I have not received any results. Could you please check on this for me? I submitted the DNA test request through my personal account, and I am unsure if Katharina would find it in her personal account. She hasn't found any information on her end. Please update me on the progress! Kind regards, Reinhard Förster

I purchased three DNA kits recently. Two were sent to my address, and one was shipped to my sister's house. We received all three kits, but only one activation kit arrived at my house instead of the expected two. Unfortunately, my sister did not receive her activation kit at all. These kits were intended as Christmas gifts, so I am concerned about the missing activation kit. I am inquiring about the arrival date of the second activation kit to be sent to my home at [redacted] E. Robert, Hazel Park, MI [redacted], and to my sister, Kellie Frey, at [redacted] Scott Rd, Hubbard Lake, MI [redacted]. Thank you.