Ancestry Reviews

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TrustScore 4 out of 5

4.2

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Rated 3 out of 5 stars

Thank you for responding to my recent…

Thank you for responding to my recent review. Some of the information you provided related bugs in the app and resetting anything could be helpful, however you responded regarding linking my mother's DNA with mine on my family tree or even linking my mom's tree to my family tree and my mom passed away unexpectedly and suddenly in 2022. She had an ancestry account but since I have not received anything requiring paying for it I'm assuming you've canceled it. Is there any way to connect our DNA and or let me see her tree?

Date of experience: March 27, 2024

Reply from Ancestry

Hello again, Karen.

Thank you for your kind reply and for alerting us to this concern today. Firstly, please accept our condolences for your loss. We understand why you would like to gain access to your mother's account and all the research she carried out over the years.

Although we do have a process whereby a person may request control of a deceased persons account, there are a couple of easier steps that might help avoid this more lengthy process. As such, we would advise reviewing the options discussed within the below guide as a first step and following the best approach according to your circumstances.

https://support.ancestry.ca/s/article/Managing-a-Deceased-Person-s-Account?language=en_CA

We hope this will allow you to gain access to this information and eventually share it over to your account should this be your wish. If you run into any trouble doing so or have any remaining questions then please contact us via our number listed for your area below so we can assist you further.

Thank you for your patience and support over the years.

https://support.ancestry.ca/s/phonesupport?language=en_CA

Rated 1 out of 5 stars

Gangsters

Absolute Gangsters this lot are, I had my DNA done I’ve found most of my relations through family already then I’m doing it to find family from Ireland, Scotland and other places but it won’t show me or even advise me so I decided to cancel.
I paid for march £20.00 they said ok you’re covered for march then everything will be deleted that includes my DNA results which cost me approximately £55.00 3 of 4 years ago.
This morning 05/04/2024 Ancestry have taken another £19.99 and it’s closed it’s cancelled.
Beware of this companythey really do rob people’s money.
Ombudsman it is then. 🤷‍♂️
Patrick Hamilton

Date of experience: April 05, 2024

Reply from Ancestry

Thanks very much for stopping by lately, Patrick. Thanks as well for choosing Ancestry to help you in your family history research as well. We're sorry to hear of any unexpected billings and we can certainly do our best to help.

We're grateful for the opportunity to advise that our memberships do automatically renew at the end of each paid term, until cancelled. Once a membership is cancelled with us, we'll provide you with a cancellation confirmation number. This will be shown at the end of the online cancellation process, and will then also be forwarded onto you via email for your records. Following on from this, once your paid term ends, your access to the record included with our membership will cease, though you'll still have access to any trees you may have built, and any records you may have attached to your tree during your paid term will remain there. This is detailed further here: https://support.ancestry.co.uk/s/article/Ancestry-Accounts-after-Cancellation

Please note that cancelling won't delete or remove DNA results, however if you opt to delete your account this will occur. More information on the option to cancel versus deleting an account with us can be found below for reference.

Link: https://support.ancestry.co.uk/s/article/Canceling-a-Subscription

Link: https://support.ancestry.co.uk/s/article/Deleting-Your-Ancestry-Account

Even with this in mind, we'd be happy to double check the status of your account and confirm if it has been deleted. So we can achieve this we'll be in touch privately to request your Ancestry username from you here on Trustpilot. You'll be able to locate this within a lot of emails sent your way, such as Account creation confirmations and order confirmations as well.

Thanks very much for getting in touch so we could advise on this and offer a further helping hand as well. We look forward to speaking with you again soon!

Rated 5 out of 5 stars

Ancestry gives insight and great customer service

I accidentally signed up to the US ancestry website instead of the Canadian amount. The rep I spoke to was professional, helpful, understanding, solved my issue and gave me a refund for the US to CAD rate. I am super grateful. Ancestry has provided with a fun outlet and passtime. I've discovered family that my mom didn't even know the names of.

Date of experience: March 04, 2024

Rated 5 out of 5 stars

I am not tech savvy and had my test…

I am not tech savvy and had my test done years ago as well as my husband. I often find it confusing but have made connections with people from all sides of our family on it. I don't always find it easy to manipulate the system but that is because I also find it hard to manipulate my smart phone LOL but I am glad I had my DNA done with Ancestry and have enjoyed having a membership to make connections or confirm connections

Date of experience: February 09, 2024

Rated 5 out of 5 stars

Great service

The staff is helpful and knowledge and very empathetic in their efforts to assist you. They have great people working for them. Wonderful service!

Date of experience: March 01, 2024

Rated 5 out of 5 stars

I´m a genealogist!

I´ve been using ancestry for many years. I did genealogy research of my family. I started searching for my family in Canada. Now I ended my research, but sometimes I still go to the computer to search something that I missed before. Also, there are people who ask me for help, and, according to the history of the person´s family, I can search and make the person happy.

Date of experience: April 28, 2023

Rated 4 out of 5 stars

What does this mean when I'm accessing…

What does this mean when I'm accessing trees and profiles:
We're sorry but this feature is temporarily unavailable. We apologize for the inconvenience and ask for your patience at this time. Check back with us shortly.

Date of experience: December 31, 2023

Rated 5 out of 5 stars

After 10 years on ancestry.com I've…

After 10 years on ancestry.com I've only had one issue that came up and it was solved immediately with their help line - without waiting forever on hold - bonus points!
Ancestry is continually adding new ways to enhance the journey into our past through DNA & researching.
Other than hiring a genealogist, I believe Ancestry is the best way to dig into my family history.

Date of experience: December 19, 2023

Rated 5 out of 5 stars

Alejandra was very helpful!

Alejandra was very helpful. She updated my contact information & got my order completed. I had been having trouble with it. Very important to me, I explained that I don’t hear well & asked her to speak more loudly & slowly for me. She was very understanding & did as I asked. I appreciated her help, understanding & patience.

Date of experience: November 15, 2023

Rated 5 out of 5 stars

Jiovanni was simple

Jiovanni was simple, stress free and understanding. Was able to offer solutions to problems and not write me off as another customer. Thank you- it really is something to have good customer service!

Date of experience: January 28, 2024

Rated 5 out of 5 stars

GREAT AFTER SALES SUPPORT

It was late Friday night when I received my Ancestry results.I experienced a problem gaining access to my results.Called Ancestry support.The support tech seamlessly, patiently talked me through the process to gain access.Thankyou

Date of experience: February 02, 2024

Rated 5 out of 5 stars

When you ask a question

When you ask a question , they do their best to give all the proper information with kindness and thoughtfulness

Date of experience: March 09, 2024

Reply from Ancestry

Hey there, Shirley.

Thanks for a taking a minute to leave a review. We're so pleased to hear that we were able to help out when you contacted our Member Services team over recent weeks. We pride ourselves on providing a friendly and efficient service and appreciate you working with us in regards to your query. We hope you can now return to researching with confidence and we'd invite you to get right back in touch anytime you need a helping hand in the future.

Many thanks for your support down through the years!

Rated 1 out of 5 stars

GIVE US ALL ACCESS LIKE THE US

GIVE Canadians ALL ACCESS membership like in the US - stop ripping us off - the response Ancestry gives below is just the same issue reworded. btw - there are other aspects to the ALL ACCESS that are different in the US than in Canada. The point is they should be the SAME!!!

Date of experience: February 11, 2024

Reply from Ancestry

Hi Brian! Thank you for taking the time to review Ancestry, we're sorry to hear of your frustration, but we think there has been some confusion, and we'd be more than happy to clear it up for you as best as we can.

We currently do already offer an All Access membership in Canada which works the same way as All Access does in the US, barring the fact that the US version of All Access includes a Newspapers.com Publisher Extra membership instead of a Newspapers.com Basic membership. Originally all versions of All Access came with a Basic Newspapers.com membership, however this was changed for some of the countries that we provide service to last year, but the upgrade in the All Access membership also increased the price of the membership to reflect the new features.

You can also choose to upgrade your Newspapers.com membership as a Canadian customer, you can do so through the Newspapers.com website at any time, and you will get a discount on the upgrade if you have an existing Newspapers.com Basic membership, which would be included if you are an All Access member with Ancestry.

With that being said, we can still understand your frustration at needing to pick up this membership separately when other regions do not need to do so anymore, and we would be more than happy to take your feedback on that on board in an official capacity. If you'd like to submit feedback on this you can do so here: https://support.ancestry.com/s/global-search/feedback

We hope this helps to clear things up, and alleviate some of your frustration, and we wish you all the best with your continued research!

Rated 5 out of 5 stars

Wonderful support team

I had been struggling with a problem for two and a half weeks and the support person I spoke with was so wonderful and helpful also very understanding. In about five to ten minutes, she resolved my problem.

Date of experience: January 22, 2024

Rated 4 out of 5 stars

Return label not included

Edited: we've received the labels. Actually it took less than 5 business days, I know Ancestry costumer service working hard. For a moment I forget I'm not the only on earth! Forgive me the 3star before I gave. We didn't get the return shipping label. Almost have to fight to get one. We still waiting after 3 days I asked one via email. Makes us some delay.

Date of experience: November 23, 2023

Reply from Ancestry

Hello Your Boy.

Many thanks for working closely with us today in relation to this label printing difficulty. We naturally want every researcher to have a rewarding and smooth experience of our service from A to Z. We're very sorry that this difficulty has caused inconvenience and are glad that you have since been in touch with our specialist team so we can provide an alternative method of resolving this concern to your satisfaction. We endeavour to respond as quickly as possible to such emails and can assure you that we're actively working to resolve this issue printing return labels as promptly as possible.

Thank you for your cooperation and understanding and we hope you enjoy your future results!

Rated 5 out of 5 stars

Finding my family tree

I was trying to get into Ancestry.ca to see my trees and documents. I had just bought a new laptop and was trying to move programs and files from my old laptop. I had forgotten what email I used and what the password was, so inadvertently had created a new account which of course had no trees or files. Your support person helped me access my old ancestry.ca account with all my research and family info. It took just minutes.

Date of experience: November 14, 2023

Rated 4 out of 5 stars

Interesting facts. Exciting.

Interesting facts. Exciting actually.

I would suggest a tutorial video on how to maneuver the application itself or a help icon to quickly find definitions or how to build your trees.

Date of experience: February 11, 2024

Rated 5 out of 5 stars

I was treated with utmost courtesy

I was treated with utmost courtesy , patience, professionalism. I felt that the problem with my account was going to be identified, then fixed, to not worry. She was there to help me and to see it through.

Date of experience: January 02, 2024