Ancestry.com Customer Service Issues

I am experiencing significant computer issues and am unable to access my DNA report. I have been informed that my DNA report is permanently lost. How can I obtain a paper copy of the complete report using my activation code? My email has been compromised, so I would appreciate a phone number to contact someone for assistance. If you can't reach me by email within a few days, kindly provide a contact number for further help. My email is [redacted] and my phone number is 1[redacted]. Your service connected me with a long-lost cousin, which I'm grateful for. At 83 years old, I had no relatives for 70 years until I submitted my DNA. Thank you, Barbara Ferguson. Activation code: H2H-5X4U-9T9G-6K6B. Address: [redacted] Cerro Cir, Rocklin, CA [redacted].

I was under the impression that Ancestry DNA would provide a detailed profile and report. While I knew I was fully Irish with Celtic roots, I expected more accurate information, especially after paying for the traits feature. Unfortunately, I was very surprised to find that all the traits listed were completely incorrect. Despite providing pre-information, the results were inaccurate, including details about hair and eye color. This experience has left me feeling extremely let down and disheartened. I feel compelled to warn others not to use Ancestry and suggest trying 23andMe instead, as they seem to have a more reliable system.

My email address, wistex55@sbcglobal, has been poorly handled by AT&T. It has been my personal address for a decade, but I haven't been able to send or receive emails since 12-28-19. After 21 hours of troubleshooting and little hope left for resolution, AT&T claims the server still recognizes the address but is unable to fix the problem yet. I cherish my Ancestry.com account but can't access it. In desperation, I created a new email on Yahoo, owned by AT&T. I hope to regain my wistex55 address someday. In the meantime, I wonder what to do about my Ancestry account and if all my information is saved elsewhere. I was saving updates to start building a family tree. Your assistance is greatly appreciated. New email: [redacted] Regarding my second issue: When I registered on Ancestry, I mistakenly used my married name instead of my maiden name, Patricia Lynne McDermott, which has affected my search for relatives. I seek advice on how to correct this.

I require assistance from a representative. I was informed that by changing my account to US/Canada/Mexico, I would be able to conduct searches in Canada, which does not appear to be working. Additionally, I continue to receive prompts to join despite having resolved this issue in the past when I reactivated my account. I believe the person I previously communicated with rectified the matter, but it has resurfaced. Andy B. from DeLand, Florida can be reached at [redacted].

I have been a member of Ancestry for several years and have enjoyed delving into my family's history. When my husband and daughter gave me a DNA kit as a Christmas gift, I was thrilled. I activated the kit on 12/31/[redacted] and promptly sent it back on 1/2/[redacted]. Despite regularly checking my account, the results were not marked as received. Following the recommended 5-week wait, I called customer service, but it was a complicated procedure. After involving my daughter, the kit was deemed lost, and I was promised a new test in about 2 weeks. The whole process has left me more disappointed than excited. With the initial delay in receiving the first kit, the subsequent wait for a replacement, and the added time for new results, it appears I will have to wait at least 18 weeks from the original order for results. This experience has shaken my confidence in the outcome. While I was eager to use Ancestry over other services, such as 23andMe, the current situation has left me indifferent. I hope Ancestry can review this ordeal and implement process improvements, such as utilizing bar code scanning for tracking kits efficiently and better assisting customers when they call.

The details on my Ancestry DNA Matches page are as follows: - Initials T.W. - Managed by user carole11gen - Self/Twin - Shared DNA: 3,[redacted] cM across 25 segments - [redacted] People in common - Common ancestor - Add to group I am confused as to why it shows that this person manages my account. I have not authorized them to do so. I am the one managing my Ancestry account and I am the one paying for the annual membership. Could you please correct this mistake? Thank you, Terry Winbush

I recently requested a new password which was sent to me. However, during my first attempt, I couldn't find the email with the information and by the time I returned to it, the allotted 2 hours had passed. It would be more convenient if the time given were extended to 24 hours. On my second try, after waiting 30 minutes as instructed, I received a message saying the password or user number was incorrect. I assume the email address used to contact me is supposed to be used in the username or email address box. I have been spending a lot of time today trying to access ancestry, and having a phone number for assistance would be appreciated. I am unsure of what I am doing wrong.

Hello, I would like to express my gratitude for your DNA service. I want to share my journey of finding my birth family. I was born in [redacted] and was adopted. After locating my birth mother through an agency, I faced challenges in finding my father due to sealed adoption records in Pennsylvania. Turning to Ancestry, I discovered a paternal match and located my father and siblings in New Jersey. Initially met my brother, who introduced me to the rest of the family. I am grateful for the warm reception and the new relationships I have formed. Reconnecting with my roots has been a fulfilling experience, and I am grateful for the love and acceptance I've received. Thank you for providing a platform that has helped me in this incredible journey. Warm regards, Tricia

I submitted my husband's DNA kit at the end of December but have yet to receive any confirmation email from Ancestry. It has been two months now, and I am unsure if they even received the kit. I have my own Ancestry account with the same email but set up my husband's account separately. Unfortunately, I am unable to access his account. I find it concerning that I received results from kits sent to 23andMe on the same day while still waiting on Ancestry. I have all the necessary information, including the activation code, email, and password. Could there be a limitation on having two Ancestry kits under one email address? I can log into my account but not his. I am eager for some communication and potential results. Thank you for addressing these concerns. W. Knutson

I sent my DNA kit to Ancestry.com on December 23, [redacted], but I haven't received any updates from them yet. I reached out to USPS, and they explained that due to the high volume of mail, sometimes delivery scans can be missed. They assured me that once my package reaches Ancestry, they will scan the unique barcode on the package and send me an email confirmation. They mentioned that Ancestry might take up to 3 weeks to verify delivery, especially after the holiday season. The USPS tracking code for my return DNA kit is [redacted][redacted]95. However, on February 14, [redacted], the tracking information indicated that it had left the USPS facility. I'm concerned about its current location and eagerly awaiting further updates from Ancestry. Sincerely, Joseph E. Thur

I am requesting that my name and all my personal data be removed from your records without my permission. Some of the information being published is incorrect. I am not a member of Ancestry. I am giving you a two-week deadline to remove me from your list. I have never been a member of Ancestry and do not wish to be affiliated with the service. If my details are not promptly removed, I will take legal action. Thank you.

I recently made changes to my profile and unintentionally lost valuable information. I am a senior citizen named Sandra MacDonald residing in PEI, Canada. Previously known as Sandra Roach, I connected with relatives a few years back and gathered helpful insights. However, I unknowingly altered something and lost access to this information. I am considering starting afresh with a new kit as I value the data I had. You can reach me via my email at [redacted] Thank you for your assistance.

Subject: Vendor Opportunity at Family Constellation Conference Dear Business Owner, The North American Systemic Constellation Conference is taking place in Colorado Springs, Colorado from November 12th to November 15th, [redacted]. We invite you to showcase your metaphysical products and services to approximately [redacted] attendees at the Broadmoor Resort and Spa. As holistic practitioners, we aim to provide the best experience for our guests and are offering vendor tables to select providers from Manitou Springs. The cost to reserve a table for all 4 days is $[redacted]. We believe your offerings would be well-received by our enthusiastic attendees and could result in significant financial gains for you. If you are interested, please reach out to me directly. Thank you for considering participation in the [redacted] North American Systemic Constellation Conference. We look forward to potentially partnering with you in November. Best regards, Joan LoMonaco, RN Vendors and Sponsors Committee Chairperson at the [redacted] North American Systemic Constellation Conference Contact: [redacted] Website: www.NASConnect.org

I recently received a DNA kit as a gift and attempted to activate it this morning. Upon entering my email address, [redacted], I was informed that an account was already in existence. Suspecting that the sender had set up the account, I proceeded to reset the password after receiving the verification code. Upon successfully logging in, I inputted the 15-digit test code and was surprised to see that the test results would be directed to an account owner named Anne Gallo. This is not me; I have been using this email address since [redacted] and my name is Alfred Wallace. It appears that Anne Gallo has access to my test code and a created a new password. I am concerned and would like to understand why she has my email address associated with her account and how I can properly set up my account with my email address. Alfred R. Wallace

I completed an ancestry DNA test about one and a half to two years ago, but I have misplaced the ID number associated with the account. I recall accessing the account a few times after receiving the results, but I found it confusing and stopped using it. I would greatly appreciate any assistance in retrieving access to my DNA account promptly. At the time of the test, I may have been using the name Christine Freeman instead of my current name, Christine B Morgan. My birthdate is November 25, [redacted]. Additionally, I am interested in learning more about how to effectively conduct genealogical research. Specifically, I would like guidance on identifying and verifying relatives amidst multiple search results. Any advice on tracing my family history accurately would be valuable to me.

I recently signed up for Ancestry.com and unfortunately forgot to cancel my subscription before the deadline to avoid charges. Due to the current emergency of Covid-19, I'm unable to continue using Ancestry.com. I received a notification from my Bank of America today about the charge. Could you please refund this charge back to my debit card? My name is Paul Lewis and you can reach me at [redacted] I may need to involve the Attorney General of Connecticut, the Federal Trade Commission, or the Better Business Bureau, although I hope to resolve this issue without escalating it further. I'm unsure if there have been previous charges as I'm only aware of the most recent one. Thank you for your assistance. Paul Lewis, MD, Ph.D. 18 Tower Lane Apt [redacted] New Haven, CT 06[redacted] [redacted]

I had been a subscriber to access census records, but after upgrading my FTM Program for a free Ancestry.com subscription, I am no longer able to access the records. Even though I did not sign up for full Ancestry membership, I was asked to create an account for FTM perks. I only want to access census records as I have done for months and always paid my bill. Every time I try to find a census record, a pop-up prompts me to sign up for an Ancestry free trial. Please cancel my supposed free Ancestry subscription and enable me to access only the census records, as I was a subscriber.

I need assistance resolving an issue with my husband's D.N.A. results. I am 76 years old, and my husband is 82. I had my D.N.A. test and later my daughter's, and approximately on March 28th, [redacted], I had my husband Gerald Lafleur's test done. I received a notification on April 17th with a link to view his results, but I can't access them as I am unable to recall the correct email address I used when registering. I tried several variations, including [redacted], [redacted], [redacted], [redacted], and [redacted] My husband, who struggles with heart failure and C.O.P.D., is eager to see the results soon. I seek your understanding and any possible help to retrieve the information. An Ancestry representative suggested reaching out here with the provided details in hopes of resolving this matter. Thank you for your assistance.

I would like to request assistance with the cancellation of my account. I previously closed it and explicitly told my family not to resubscribe on my behalf. Due to a recent house flood, I have just returned home after three months of living with relatives, and I am unable to locate the paperwork for my Ancestry account, including the password. At nearly 79 years old, I feel let down by the Ancestry information I have received. Despite my efforts in researching my heritage, the search results often redirect me to the USA and prompt me to upgrade. Furthermore, the transcriptions of names are poorly done with careless spelling mistakes. Recently, I received an email requesting me to update my banking information. Regrettably, my husband, who is almost 85 years old, attempted to assist by sending the details to Ancestry. Upon logging in today, I was further disappointed. My search for Philip Edmund Anscombe led me to Edmund Anscombe in the USA, which is not relevant to me as I do not have American relatives. This has been a distressing day for me. I wish to cancel my subscription and possibly receive a refund, especially during these challenging times of COVID-19. Please provide guidance on how to resolve this matter promptly. Thank you. Best regards, Janette R. DOB: 07/21/[redacted] Contact: [redacted] Current Address: 5 Oriole Court, Burleigh Waters [redacted] Spouse: Kenneth Philip Children: Peter and Amanda

I am looking for assistance with canceling my account. The account was closed some time ago, and I made it clear to my family not to resubscribe on my behalf. Due to our recent house flood and subsequent three-month stay with relatives, I cannot find my Ancestry paperwork, including the password. I recently received an email requesting updated banking information. Unfortunately, my 85-year-old husband of 59 years tried to help by sending the details. I am keen on canceling the subscription to potentially receive a refund, especially with the current health situation affecting seniors like us. Any help would be appreciated. Janette Railton, contact phone: [redacted], new address: 5 Oriole Court, Burleigh Waters [redacted]. Husband: Kenneth Philip; Children: Peter and Amanda. Janette Railton - born on 21/7/[redacted].