Ancestry

Get help with (5)

• Cancellation problemCancel in Account Settings (Membership > Cancel membership) and keep the confirmation number. Monthly plans must be cancelled more than two business days before renewal. App-store purchases are cancelled with Apple or Google.
• Refund requestOnly a first-ever, upfront-billed term that did not start with a trial can be cancelled for a full refund, within 14 days. Monthly fees and renewals are not refundable. DNA kits can be returned within 60 days, less a $15 fee.
• Charged after a free trialCancel more than two days before the trial ends. A converted trial is not refundable, and the 14-day refund option does not apply to memberships that started with a trial.
• Unauthorized chargeA charge after cancelling usually means the cancellation did not complete, it was too close to renewal, a paused membership resumed, there is a second membership or account, or it is an early-cancellation fee.
• Bill went upAncestry renews at the rate stated at purchase unless it notifies you; it says it gives reasonable notice of price changes, which may apply from the next renewal.

Contacts (8)

Escalation path

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   PhoneAncestry phone support (United States, toll free) +1-800-401-3193

2. Written complaint

   OnlineAncestry Account Settings: Membership section > Cancel membership (or Cancel trial) Sign-in required

3. Card or bank dispute

   Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)

   Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)

   Card dispute for charges after a cancellation.

4. Federal regulator

   RegulatorFederal Trade Commission +1-877-382-4357

5. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

Known blockers

Scam warnings