Ancestry.com Customer Service Issues

Dear Ancestry DNA, I recently received my DNA test results that indicated I am Hispanic, which is incorrect. My true heritage is Middle Eastern, specifically from Saudi Arabia. These accurate results are crucial to me and need to be corrected promptly. I believe there may have been an error in my information due to security concerns during the Obama administration. I would greatly appreciate receiving a new kit to provide the correct data. Please understand the importance of this matter to me and rectify the situation as soon as possible to avoid legal action. Thank you for your prompt attention to this matter. Sincerely, Helen M.

I have been researching my family history for a long time and encountered a challenge. I believe a significant improvement would be to add a large search box feature for "LIST OF ALL NAMES IN YOUR TREE." This search box could display names along with dates of birth and death. By implementing this, users could track state-to-state migrations, analyze time frames, and discover which families traveled together from one state to another. This enhancement would be incredibly useful when investigating migration patterns related to DNA matches. I am eager to utilize this tool for my research. I hope the platform can introduce diverse search box options, such as time frames and locations, beyond just names. I am unsure where to direct this suggestion, so any guidance on who to contact regarding this feature proposal would be greatly appreciated. Thank you.

Hello! I have purchased 6 Ancestry kits over the past few years. I am eager to buy 2 more, especially after missing the recent $59 sale due to helping my brother post-surgery. I hope to surprise my neighbors who are interested. I noticed the current price is $99 per kit, which I find a bit high, but I can manage at $59 each. I enjoy the DNA testing experience and look forward to future sales, maybe around Christmas. Thank you! Cathy S. Portland, Oregon

My initial DNA results indicated that no DNA could be obtained from my sample, with no explanation provided. I meticulously followed all instructions during the sample submission. I proceeded to take a second test, but I am skeptical of the results. The ethnicity results do not align with my extensive family history, particularly missing the paternal great-grandparents from Eastern Europe who immigrated between 1[redacted]. The lack of a paternal chromosome Ancestry chart adds to the confusion. I am struggling to trust the accuracy of these results, considering the variability and the question of whether most DNA is from the paternal or maternal side. Given the issues with the first and second tests, I am unsure of how to proceed. Thank you. -Gregory C.

I purchased three kits last year and gifted them to my brother, sister-in-law, and sister for Christmas. All kits have been submitted now. I'm worried because my brother and sister's reports don't match at all, and they are not linked as family. Despite potential paternal discrepancies, they should share their mother's DNA and heritage, but that's not the case. My brother's report resembles his wife's more. It seems unlikely they don't share any DNA unless a mix-up happened at birth. I can't access their information, but since I bought the kits, I request a reevaluation of their results. I suspect there might be mistakes. I don't know how they submitted their data. My brother is Lawrence Duane Palmer (Duane or LD), born on 3/31/[redacted], and my sister is Glenna Pauline Palmer McMillin (Polly), born on 9/11/[redacted]. If any discrepancies are found, please inform them, and they will update me. Thank you for your assistance and cooperation.

I am unable to access DNA Story, DNA Matches, or DNA Circles. When trying to access the pages, I receive an error message stating, "This webpage cannot be found. Typing error in address or link is out of date." Additionally, I receive an error message stating "http [redacted] Bad Request." I attempted to seek help through chat on Thursday, and I was instructed to cut and paste a long address sent to my server, which I am unsure how to do. I also tried calling on Saturday, and support advised me to delete all cookies and then log in, but this did not resolve the issue. This problem started around the time my Ancestry subscription was renewed. I need assistance to resolve this problem promptly.

Dear Ancestry DNA, I am reaching out to discuss a concern I have regarding what appears to be discrepancies in your DNA analysis. It seems like certain ethnicities linked to my paternal grandfather, such as Mexican and Indian, are not reflected in my results. Additionally, I have noticed an unexpected mention of Philippine ancestry which puzzles me. It appears as though regions with Spanish heritage might not be adequately represented in the analysis. I believe a more thorough examination of my unique family background is necessary to better understand my true genetic heritage. It is essential for me to have accurate insights into my birth origins and cultural roots.

Hello, I'm David Farndale and I have an account with you. I'm increasingly frustrated with the search results I'm getting. Usually, only text shows up without a parish record view. There are very few actual parish records available for viewing. I live in York and I'm looking for relatives who lived in Elmswell, Yorkshire. These records have been transferred to Driffield, Yorkshire, but I can't find them on your site. It's challenging if I can't view them online. Do I need to travel to Driffield to see them? I'd like to input the parish church and access the records or be directed on where to view them. Thank you. David Farndale.

I previously contacted you regarding Request #[redacted] back in August. I purchased a kit for my brother-in-law with the barcode 74-7[redacted]-[redacted]. However, he did not use it, and I checked the expiration date on the collection tube, which is 10-18-[redacted]. Initially, I declined a replacement, but now I would like to request one as he will not be using it. Additionally, I also bought a kit for my sister in August, but she won't be using it either. Now, I have two kits, and my brother has agreed to use one for our paternal side. I would greatly appreciate it if you could send me a replacement. Kindly advise. Thank you, Marilyn W., [redacted] Southbridge Dr., Apt. 11, Greenwood, IN [redacted].

I recently accessed the [redacted] census on ancestry.com to look for John Bettis in Obion County, Tennessee. However, when I entered the information and searched, the results showed John Bettis in locations like Massachusetts and Arkansas, which is not what I was looking for. The filter seems to be malfunctioning as it worked fine three days ago but has been inaccurate yesterday and today. Even when I tried searching with just the surname Bettis and the county name, it still provided me with results from various other states. Despite being a member for over a decade and understanding that technical issues can occur, I hope this can be resolved promptly. I usually access ancestry.com through my husband's email account, but I'll provide my email address for any follow-up communication.

I'm experiencing various issues with my Ancestry.com account across my two computers. Initially, I couldn't access my DNA Traits information, but it strangely reappeared on my computer after five days. I'm only able to edit my tree on my husband's computer, not mine, despite trying different browsers. When I attempt to use the quick edit feature on my computer, the page freezes and requires me to exit Ancestry entirely. Customer service hasn't provided much help beyond suggesting it's a problem with my computer, despite clearing cookies and disabling Adaware. I've noticed new changes on my pages, like a download "circle" and numbers on the homepage. I need further technical assistance to address these ongoing issues.

For the past five days, I have been experiencing login issues with Ancestry.com and Ancestry.co.uk despite changing passwords. Many others seem to have the same problem. I purchased a membership to Fold 3 and want to continue my research uninterrupted. The websites fail to load after approximately 5% progress in the blue crawler bar on Google. I am not seeking compensation, just a prompt resolution to this technical issue so I can continue my studies. Kindly explain the problem, outline the solution, and restore my access to Ancestry as soon as possible. Thank you in advance for your assistance. Keith from Cornwall, England, UK.

I am concerned about my elderly relative who is facing health challenges and has not received information about his DNA test. He struggles with technology but can manage emails. I sent him the kit, and he faced difficulties collecting the sample due to dry mouth. Despite refrigerating the sample as advised by your support team, he hasn't received any updates after sending it in. He entrusted me with managing his DNA results, but I need his permission to do so. His name is John S. (Jack) with activation number H7A-6L2Q-3C7D6L8G and email [redacted] He is passionate about genealogy and wishes to receive this information. Could you kindly reach out to him to facilitate granting me permission to handle his account? Your assistance in this matter is greatly appreciated. Thank you, Beth S.

Hello, My name is John L. and I have noticed a discrepancy in the total number of calls found in my AncestryDNA sample compared to others. My kit was activated on 12/29/17 and the code is 6J9S. The sample was received on 1/02/18 and the results came on 1/27/18. I then uploaded the raw DNA data to Promethease for analysis. I received a summary report stating 42,[redacted] genotypes, whereas AncestryDNA shows 49,[redacted]. This indicates approximately 7,[redacted] missing calls or 85.7% of the total. When my friend uploaded his data, he got 49,[redacted] genotypes, almost [redacted]% coverage. I am concerned about the discrepancy. Did I get incomplete results due to a processing malfunction? What could have gone wrong? I am looking for guidance on how to resolve this issue. Thank you for your assistance in addressing this matter. Best regards, John L.

I signed up for an Ancestry subscription and had a smooth experience for around 20 months. Later, I added another subscription for Fold 3, among others, and initially everything was fine. However, Ancestry blocked my access (I believe on ancestry.co.uk). After researching online, I found a way to log in through ancestry.com, change my password, and regain access. This fix was temporary, as I encountered the same issue repeatedly. Despite trying to use Firefox and other attempts, I still couldn't log in to Ancestry on either site. I have invested significantly in researching my paternal lineage, and out of the 5 companies I've used, only Ancestry has caused me problems. I am unsure how to request the resolution I desire, but what I truly seek is access to the service I paid for or a refund. Thank you for your assistance. Keith.

I am not tech-savvy, and I recently sent my aunt's DNA sample to you, but I suspect it has been mislabeled as my own. I am looking to receive a paper printout of her results since she does not have access to a computer or smartphone. Unfortunately, all I am getting are more membership ads rather than the results. I am struggling to locate the results and have them correctly labeled or printed. This has been a frustrating and disappointing experience for me. I am seeking assistance to resolve these issues as I paid for this service and want my money's worth or a refund. Please text or call to provide support, as my voicemail is not functioning. I am unable to access a computer and am only using my Galaxy S5 mobile phone. Your understanding and help are greatly appreciated. Thank you. - Marde C.

I bought an Ancestry DNA kit for my husband last Christmas. After receiving the results, we started researching our family tree and extended the subscription when needed. We enjoyed the process and decided to order posters for our daughters this Christmas. Unfortunately, we ran into an issue with MyCanvas not recognizing Adobe Acrobat, preventing us from accessing the site to place an order. Despite multiple attempts and talks with MyCanvas, no solution was found. It's disheartening not being able to create keepsakes of our family history for our children and future generations to cherish. Ancestry should ensure their outsourcing partners are user-friendly and alert customers about potential compatibility issues to avoid disappointment like this.

In late August, I submitted a DNA test kit for my elderly father, William Richardson, from [redacted] Forest Hill Avenue, Richmond, VA. I set up an Ancestry account for him as needed for the test. However, we have not received any updates regarding his results. My father, born on 11/7/23, is 95 years old and suffers from acute dementia, making it difficult for him to comprehend. Discovering his heritage is significant to us as he is an orphan, and his background is a mystery. He is a WWII veteran and worked at DuPont until the 80s. Receiving these results would mean a lot to us. Can someone please assist me in locating his DNA test results?Sincerely, Kathy C.kathychenault[at]yahoo.com[redacted]

On November 21, I took advantage of your "buy three, get the fourth free" offer by making a purchase using PayPal. When my order arrived last week, I was disappointed to find only three kits in the package, missing the fourth kit that was supposed to be complimentary. Despite reaching out to your company multiple times via email, I have not received any response regarding this issue. I was motivated to place the order due to the promotion, hoping to have four gifts for Christmas, and I am now missing one. Please address this oversight and send me the fourth kit promptly. Thank you, Martha Butler. Contact me at [redacted] Shipping address: [redacted] Felty Drive, Harrisburg, PA, 17[redacted].

Issue: The hint system on Ancestry.com has deteriorated, leading to the delivery of numerous irrelevant hints that waste subscribers' time. This decline in performance has frustrated long-term users, affecting their overall experience on the site. Despite the platform's vast genealogical data, the excessive delivery of irrelevant hints has transformed the once exciting "thrill of discovery" into a tedious process. Background and Objective: I have extensive experience in software development and a background in object-oriented technology. As a long-time user of Ancestry.com, I hope for its improvement to preserve my research as a legacy for future generations. Issue Details: Hints are now split into two batches, with the second batch being largely irrelevant, containing undated information, names with no relevance, inaccurate vital event details, irrelevant geographic data, and excessive religion-related hints. These irrelevant hints detract from the overall user experience, causing frustration and impacting the enjoyment of the research process. Discussion: To address these issues, it is crucial for Ancestry.com to consider a revamp of their hint system. This may require the involvement of top object-oriented analysts, designers, and coders to improve the platform and retain users amid the growing interest in genealogy.