AncestrySupport (2024)

FAQs

How do I contact Ancestry support? ›

For further questions, please contact us at 800-828-2362 or support@ancestry.com.

Jan 3, 2023•Knowledge

AncestryDNA® is now in the Ancestry® App! As such, the AncestryDNA App has been discontinued (as of January 2023). Your DNA results (and more) are waiting in the Ancestry app! If you want to remove the AncestryDNA app from your phone or tablet, it can be safely uninstalled.

Canceling a membership or free trial

In Account settings, go to the Membership section > select Cancel membership or Cancel free trial > follow the steps until you see confirmation that you've canceled. If there's no Cancel membership link on your Account settings page, try signing out, then signing back in.

While viewing their tree, click their name/username to visit their member profile. Then, on the left side of their profile, under their name/username, click "Message" to send them a message. How do I contact a DNA match? From your list of matches, click on the name/username of a match you want to send a message to.

In the top-right corner of their profile page, click Tools and select Member connect. On the Member Connect page, click the Suggested Connections tab. You'll see a list of people who likely have the same person in their trees. To save a tree on the list, click Connect.

To report a problem from a record detail page, click Add or update information or Report a problem and follow the steps to submit your correction. To report an error from a record image, click the tools icon on the right side of the page and select Report problems, then follow the steps to submit your correction.

There are loads of reasons why people might not answer emails - they lose interest in genealogy, change their email address, only ever did the test for the ethnicity estimate, etc etc etc. If you click on the person's name it will show their account profile and how long it is since they last logged into Ancestry.

Shift to a Paywall Model: Previously, some basic Ancestry DNA features were accessible for free. This changed in February 2024, with many of these features now requiring either the purchase of an Ancestry DNA test kit or a paid Ancestry DNA Plus membership to access.

Is Ancestry selling your DNA? ›

Ancestry does not share your Genetic Information with third-party marketers, insurance companies, or employers, and we will not use your Genetic Information for marketing or personalized advertising without your separate, explicit consent.

If you want to learn more about your genetics and health information, you'll like 23andMe. It's one of the most popular DNA kits you can get. The website and app do a great job of breaking down all the information provided about your health, ancestry and traits.

Family trees

After you delete your account, all shared trees will be removed from Ancestry. No one you shared your trees with will be able to access or see your trees after you delete them.

Faced with unexpected results, DNA testing clients sometimes wonder, “Can my DNA test be wrong?” Here's the answer: usually not, and very rarely yes. Most of the time, when you see a result you do not expect, it is your DNA trying to tell you something about your family relationships.

(800) 615-6560

Ancestry / Customer service

After your subscription renews, you are not eligible for any refunds. Refunds are not based on account usage. For Fold3, Newspapers.com, and Archives subscriptions: Subscriptions longer than one month that are billed upfront may be canceled during the first 30 days for a full refund.

AncestryProGenealogists® have over 150 years of combined research experience. Our experts are available to solve genealogical mysteries, perform record searches, help clients find links to unknown parents or family members, and research entire family trees, among other projects.

If you don't know your password, see Resetting a Forgotten Password. If you've reset your password and your new password isn't working, clear your cache and cookies and try again. For help with verification codes, select the company whose code you're having trouble with: Ancestry.