How Do I Contact Ancestry?

Posted by Alona Tester | Dec 16, 2014 | General | 26 |

There is no disputing that Ancestry is the world’s largest commercial genealogy company. It’s a name that even non-genealogists know.

The multi-country company offers US, UK, Canada and Australian sites, not to mention a number of non-English language versions.

Ancestry is a subscription based one that offers access to billions of records. And aside from that, they are the owners of the world’s most popular genealogy software program, Family Tree Maker.

As you can imagine being the biggest also tends to attract its share of queries and complaints.

Ancestry do offer customer support for queries relating to your Ancestry subscription, including if you wish to cancel it, change to a different level, help activating your free subscription or even query a past subscription login details. They can help with all of that.

They can also help users of Family Tree Maker with technical queries. So if you are having problems installing the program, transferring files from an earlier version, or problems with a recent update, give their tech support team a call, and they can talk you through it step-by-step.

But how do I get in contact with Ancestry? Well here you go. They do have their contact details on their website, but to make it easier for you I have put these details below.

AUSTRALIA
1800 251 838
support@ancestry.com.au
Mon-Fri 9am-8pm AEST
Sat 9am-4pm AEST

NEW ZEALAND
0800 442 100
support@ancestry.com.au
Mon-Fri 11am-10pm NZST
Sat-Sun 11am-6pm NZST

UNITED KINGDOM
0800 404 9723
support@ancestry.co.uk
Mon-Fri 9am-10pm ET
Sat-Sun 9am-8pm ET

IRELAND
1800 303 664
support@ancestry.co.uk
Mon-Fri 9am-10pm ET
Sat-Sun 9am-8pm ET

CANADA
1800 958 9073
support@ancestry.ca
Mon-Fri 9am-11pm ET
Sat-Sun 9am-11pm ET*
*(Ancestry do not offer French support on weekends)

UNITED STATES
1800 ANCESTRY (1800 262 3787)
support@ancestry.com
Mon-Fri 9am-11pm ET
Sat-Sun 9am-11pm ET

About The Author

Alona Tester

26 Comments

Tom Burnard on 21 January 2015 at 7:35 pm

I have Windows 7- 64 bit and use FTM 2011.

I have just bought FTM 2014 (version 22.0.0.1207, product code 056078F00) which only installs if I bypass the update. The syncing features demand the update be loaded. The update refuses to install or download from the web.

I uninstalled and reinstalled with virus and firewall disconnected. Still no luck! Tried repair function but data download from web failed. uninstalled again this time using Revo uninstall which claims to remove all traces of lingering files and also uninstalled FTM 2011.

Reinstalled FTM 2014, still failed to update. So bypassed update panel and tried updating from inside FTM 2014 but same errors recur. The 64 bit update patch from web seems to be one and same update. Still no luck.

All my RT Patch error notices are as follows and in order of my attempts.

Failure opening New File: C\Program Files\Family Tree Maker 2014\

RTA23370, RTA67870, RTA06170, RTA48860, RTA00190, RTB00570, RTA86980.

I have been using Family Tree Maker models through the various updates since 1995 and successfully steered them through all the various Window versions.

FTM 2014 was bought for its syncing feature but the necessary update warns that all syncing functions would be at risk if not installed.

Please advise what steps to take to rectify this problem, otherwise I have no option but to return the product for a full refund.

Thank you in anticipation

Tom Burnard
Nancy Goodwin on 28 May 2016 at 3:40 am

I noticed on my checking account that there is a pending recurring payment of $99.00. This needs to be be credited to my account. Please advise.
Alona Tester on 28 May 2016 at 8:59 am

Hi Nancy, You will need to get in touch with Ancestry by phone or email rather than by leaving a message on our blog, as we are not Ancestry. (See the details on this blog post for the contact details for your own country).
Mrs Patricia Steggles on 3 December 2016 at 9:47 am

I cancelled my subscription on 26th September 2016, I paid £27.03 to do so,why are you still taking payment from my account???
Alona Tester on 5 December 2016 at 8:42 am

Hi Patricia, you will need to get in touch with Ancestry directly by phone or email, rather than writing to us. They will be able to help you out.
Mya on 30 December 2016 at 8:51 am

whats the email for Ancestry?
Alona Tester on 3 January 2017 at 11:11 am

Hi Mya, The email for Ancestry (depending on which country you’re emailing) is: support@ancestry.com (for US), support@ancestry.com.au (Aus & NZ), support@ancestry.co.uk (Eng & Ire), support@ancestry.ca (Canada).
AUDREY NUGENT on 18 April 2017 at 12:25 am

I AM NOT HAPPY, WITH ANCESTRY. YOU CANOT GET ANYONE TO ANSWER PHONE. I THINK IT ISA RIP OFF.
Gail DeGregory Copeland on 26 June 2017 at 11:44 pm

I have been having problems with Ancestry for a week. It will not download information. It keeps saying recover web page. This is very time consuming and I am very disappointed. I already notified ancestry and it has not been fixed. They have not contacted me.
ELAYNE DAY on 12 July 2017 at 7:42 am

i SENT IN AN aNCESTRY dna TEST LAST fEBRUARY (2017) AND HAVE RECEIVED NO INFORMATION.
i EVEN SENT A REGISTERED LETTER AND IT WAS SENT BACK.

help
Ginny Tice on 12 October 2017 at 2:55 am

I NEED A VALID EMAIL ADDRESS FOR ANCESTRY OR I AM GOING TO SEEK LEGAL ACTION ***TODAY***. Sleazy sleazy ILLEGAL business practices.
Alona Tester on 12 October 2017 at 6:39 am

Ginny, Ancestry’s contact details (phone numbers and emails) are listed above.
Glenn Beagle on 9 December 2017 at 11:11 am

8 December 2017
Ancestry DNA

subject DNA

I sent a DNA sample (H6F 5G2D 5Z9R 6T8K) that you received on or about 15 November 2017 stating that you could not extract any DNA from it. In that screen, it said to “click below” for another kit to be sent. I did as instructed, and as of 8 December, 2017,have not received nor heard from you as of this date.

Thank you for your attention
Ashtabula, Ohio, 44004
Alona Tester on 9 December 2017 at 11:45 am

Hi Glenn, thanks for your message about your DNA kit. But sorry, you’ll need to get in touch with Ancestry directly to get that one sorted. Their US contact details (phone number and email) are:
1800 ANCESTRY (1800 262 3787)
support@ancestry.com
Mon-Fri 9am-11pm ET
Sat-Sun 9am-11pm ET
janine sherry lange on 27 December 2017 at 12:59 pm

cannot get logged into ancestry any more…
Kay Ann Gill on 13 February 2018 at 2:37 pm

I sent in my dna kit on December 3, 2017. I am looking forward to the results. My problem is I don’t know how to find it. I have an I Pad but no computer. Please let me know how I can find my results. Thank you.
JACQUELINE DEUEL on 23 February 2018 at 5:41 am

I HAVE BEEN NOTIFIED THE RESULTS OF MY DNA HAS BEEN EMAILED TO ME. I NEED FURTHER DETAILS. HOW IS THIS DONE.
Alona Tester on 23 February 2018 at 11:14 am

Hi Jacqueline, You can view your AncestryDNA results on the Ancestry website when you log in. If you’re looking looking for advice on what your results mean, you can start by checking out the “You’ve Received Your Results. Now what?” video https://www.youtube.com/watch?v=KiClHKiWcGI. If you have further specific questions, you can always give Ancestry a call, or get on to any of the many Genealogy DNA related Facebook groups and ask the group members.
Jennifer Hastings on 2 May 2018 at 9:54 am

I would like to share my DNA results success with your Organization. Because of my test I have found my biological parents and extended family at 51 years of age.
Carol eckmeder on 22 August 2018 at 5:36 am

I have been calling, leaving messages, emailing, and calling without response or waiting a long time on the phone for assistance.

Today I waited over 20 minutes for a person to come on line and told her my problem with the DNA results and she insisted “I couldn’t change history” and when I disagreed with her she hung up on me.

Interesting comment from her since I lived with my maternal grandmother until she was 98 years old.

My DNA problem is this: Ancestry DNA says my maternal grandmother came to the US during the 1800’s from Germany. My maternal grandmother came to the US in 1911 from Russia … German from Russia and settled in North Dakota. Her name was Luisa Schmidt and she came to the US with her husband Johann Haller.

So basically, Ancestry DNA is totally wrong … I tried to contact Ancestry years ago when this was done and everyone disputes me. I even have a copy of the ships manifest which was from another source.

Any assistance is appreciated
LYNDA MEYER on 16 November 2018 at 12:37 am

It is UNACCEPTABLE that I pay for your service and I’m not able to log into my account anymore. What is wrong with your website? This is the 2nd time I have emailed you and would like a response this time!!!
Alona Tester on 18 November 2018 at 9:44 pm

Hi Lynda, if you’re not getting a response from Ancestry by email, give them a call. The numbers are above, They’re free call numbers, so it won’t cost you.
Northern Ireland on 24 November 2018 at 3:21 am

Two friends had their DNA done via Ancestry this past month.

They were very happy with the service.

Best regards from the North of Ireland.

PS – love the GouldGenealogy website. Keep up the great work.
Gloria Vance on 31 December 2018 at 1:05 pm

I have 2 close relatives who have a large percent of cherokee blood. You told them they had no native american blood. I dont think you are accurent on dna. How do you account for this.
Estella Hargrove on 2 August 2019 at 8:07 pm

Interested in advertising that costs less than $50 monthly and delivers hundreds of people who are ready to buy directly to your website? Send a reply to: jack6996wil@gmail.com to find out how this works.
Arra San Agustin on 14 October 2019 at 2:37 pm

Email & phone numbers are clearly described here. Why people are facing issues to contact them?