{"id":"ancestry","page":"https://escalate.alexgaoth.com/#/c/ancestry","html":"https://escalate.alexgaoth.com/c/ancestry/","generated":"2026-10-15","company":{"id":"ancestry","name":"Ancestry","aliases":["ancestry.com","ancestrydna","ancestry dna","ancestry membership","ancestry world explorer","ancestry all access"],"sector":"subscription","website":"https://www.ancestry.com","account_url":"https://www.ancestry.com/account","official_domains":["ancestry.com","ancestry.co.uk","ancestry.ca","ancestry.com.au","ancestry.de","ancestry.fr","ancestry.it","ancestry.mx","ancestry.se"],"security":{"never_asks":[{"kind":"policy","claim":"\"Ancestry will never request personal information via email or text message.\" Ancestry does not send messages from consumer email services such as Gmail, Outlook or iCloud.","source":"https://help.ancestry.com/hc/en-us/articles/53933287257875-How-to-Identify-Phishing","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ancestry lists its sending domains as @ancestry.com and @email.ancestry.com, plus country versions such as @email.ancestry.co.uk, @email.ancestry.ca and @email.ancestry.com.au.","source":"https://help.ancestry.com/hc/en-us/articles/53933287257875-How-to-Identify-Phishing","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-issue-form","type":"web_form","label":"Report a suspicious email to Ancestry","value":"https://support.ancestry.com/s/reportissue?language=en_US","purposes":["fraud"],"source":"https://help.ancestry.com/hc/en-us/articles/53933287257875-How-to-Identify-Phishing","last_verified":"2026-10-13"}]},"regulators":["ftc"],"channels":[{"id":"account-settings","type":"portal","label":"Ancestry Account Settings: Membership section > Cancel membership (or Cancel trial)","value":"https://www.ancestry.com/account","purposes":["cancel_service","free_trial_conversion"],"access":"login","notes":"Keep going until you get a cancellation confirmation number; a confirmation email follows. Repeat for each membership. Only the purchaser can cancel an invited family plan.","source":"https://help.ancestry.com/hc/en-us/articles/53933302397331","last_verified":"2026-10-13"},{"id":"order-history","type":"portal","label":"Ancestry order history (check renewal and cancellation-fee charges)","value":"https://www.ancestry.com/order-history","purposes":["unauthorized_charge","billing_error"],"access":"login","source":"https://help.ancestry.com/hc/en-us/articles/55944136072211-Why-was-I-charged-after-I-canceled-my-membership","last_verified":"2026-10-13"},{"id":"member-services-phone","type":"phone","label":"Ancestry phone support (United States, toll free)","value":"+1-800-401-3193","hours":"7 days a week, 7:00 am-11:00 pm ET","purposes":["cancel_service","refund_request","unauthorized_charge","billing_error","free_trial_conversion"],"notes":"TTY users can ask the relay Communications Assistant to dial 1-800-240-7608.","source":"https://help.ancestry.com/hc/en-us/p/international-support","last_verified":"2026-10-13"},{"id":"contact-support","type":"web_form","label":"Ancestry Member Services contact page","value":"https://www.ancestry.com/support/s/contactsupport","purposes":["cancel_service","refund_request","billing_error"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"},{"id":"apple-cancel","type":"web_form","label":"Cancel an Ancestry membership bought in the iOS app (Apple)","value":"https://support.apple.com/en-us/HT202039","purposes":["cancel_service"],"source":"https://help.ancestry.com/hc/en-us/articles/53933302336403","last_verified":"2026-10-13"},{"id":"apple-refund","type":"web_form","label":"Ask Apple for a refund of an Ancestry membership bought in the iOS app","value":"https://support.apple.com/en-us/HT204084","purposes":["refund_request"],"source":"https://help.ancestry.com/hc/en-us/articles/53933302336403","last_verified":"2026-10-13"},{"id":"google-play-cancel","type":"web_form","label":"Cancel an Ancestry membership bought in the Android app (Google Play)","value":"https://support.google.com/googleplay/answer/7018481","purposes":["cancel_service"],"source":"https://help.ancestry.com/hc/en-us/articles/53933302336403","last_verified":"2026-10-13"},{"id":"google-play-refund","type":"web_form","label":"Google Play refund policy (Ancestry bought in the Android app)","value":"https://support.google.com/googleplay/answer/2479637","purposes":["refund_request"],"source":"https://help.ancestry.com/hc/en-us/articles/53933349156627","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"member-services-phone"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel 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.","evidence":["cancellation confirmation number","confirmation email","renewal date","billing provider shown in Account Settings"],"steps":[{"do":"In Account Settings, check the \"billed through\" row. If Apple or Google bills you, cancel there; deleting the app does not cancel.","channel":"apple-cancel"},{"do":"For Ancestry-billed memberships, sign in, open Account Settings, find the membership under Membership and select Cancel membership. Continue until you get a cancellation confirmation number.","channel":"account-settings"},{"do":"Cancel a monthly membership before two business days ahead of the renewal date."},{"do":"If you cannot cancel online, call Ancestry phone support (7 am-11 pm ET, every day).","channel":"member-services-phone"}],"facts":[{"kind":"deadline","claim":"\"Monthly subscriptions may be cancelled at any time prior to two business days before your renewal date.\" Subscriptions \"automatically renew, except for gift and pay-per-view subscriptions.\"","issues":["cancel_service"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"After you cancel, you keep access for the remainder of the period you paid for. When the membership expires the account becomes a free Registered Guest account; trees and DNA results stay available.","issues":["cancel_service"],"source":"https://help.ancestry.com/hc/en-us/articles/53933302397331","last_verified":"2026-10-13"},{"kind":"fee","claim":"Six-month or 12-month subscriptions paid in monthly installments on ancestry.com may carry a cancellation fee if cancelled before the term ends - the lesser of $25 USD (6-month) or $50 USD (12-month), or the remaining cost of the subscription, plus applicable taxes.","issues":["cancel_service","early_termination_fee"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"When you buy a membership through the app, the membership must be canceled by the company you bought it through.\"","issues":["cancel_service"],"source":"https://help.ancestry.com/hc/en-us/articles/53933302336403","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"Only 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.","evidence":["order number","purchase date","whether the membership started with a trial","kit order date"],"steps":[{"do":"Check whether you qualify - first subscription term with Ancestry, billed upfront, not started with a free or paid trial, and within 14 days."},{"do":"Call Ancestry and ask to cancel immediately for a full refund (access ends at once).","channel":"member-services-phone"},{"do":"If Apple or Google billed you, ask them for the refund.","channel":"apple-refund"}],"facts":[{"kind":"deadline","claim":"If an upfront-billed subscription \"did not begin with a free or paid trial,\" then \"during the first 14 days of your first subscription term with Ancestry\" you may cancel immediately \"for a full refund and immediate loss of access,\" or cancel at the end of the term with no refund.","issues":["refund_request"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"},{"kind":"limit","claim":"\"You are not eligible for any refunds after your subscription renews or if you have previously subscribed to Ancestry.\" Monthly subscriptions \"are not eligible for a refund, except as outlined\" in the terms.","issues":["refund_request"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"},{"kind":"fee","claim":"A US AncestryDNA kit is \"eligible for a refund if you request a refund and return the kit within 60 days of placing your kit order,\" less a \"$15 processing fee\"; shipping and processing charges are not refunded. Kits bought from Amazon, Walmart, Legacy.com or Target.com are refunded by those sellers.","issues":["refund_request"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"Refunds purchased through the Ancestry app are handled by the company you purchased the membership through.\"","issues":["refund_request"],"source":"https://help.ancestry.com/hc/en-us/articles/53933302336403","last_verified":"2026-10-13"}]},{"issue":"free_trial_conversion","summary":"Cancel 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.","evidence":["trial start and end dates","cancellation confirmation number"],"steps":[{"do":"In Account Settings, select Cancel trial under Membership at least two days before the trial ends, and keep the confirmation number.","channel":"account-settings"}],"facts":[{"kind":"deadline","claim":"For a free or paid trial, \"you may cancel at any time prior to two days before the end of the trial period and incur no further charge.\" \"If you do not cancel by that time, your subscription will start once your trial period ends.\"","issues":["free_trial_conversion"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"},{"kind":"limit","claim":"\"You are eligible for one free and one paid trial per user.\" After a trial ends and you are charged, no refunds are issued except as outlined in the terms.","issues":["free_trial_conversion","refund_request"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"A 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.","evidence":["cancellation confirmation number and email","order history entry","card statement"],"steps":[{"do":"Check membership status in Account Settings and the charge in order history. Look for a cancellation confirmation email.","channel":"order-history"},{"do":"If you find no paid membership, you may have a second account. Call phone support to locate it and ask about a refund.","channel":"member-services-phone"},{"do":"If you have a cancellation confirmation from before the deadline and Ancestry will not refund, dispute the charge with your card issuer."}],"facts":[{"kind":"policy","claim":"Ancestry lists reasons for a charge after cancelling - the membership is still active, it was cancelled too close to renewal, a paused membership resumed, there are multiple memberships or accounts, or an early termination fee for a semi-annual or annual membership paid monthly. \"Uninstalling the Ancestry app does not cancel your membership.\"","issues":["unauthorized_charge","cancel_service"],"source":"https://help.ancestry.com/hc/en-us/articles/55944136072211-Why-was-I-charged-after-I-canceled-my-membership","last_verified":"2026-10-13"}]},{"issue":"bill_increase","summary":"Ancestry 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.","evidence":["price change notice","previous charge amount"],"steps":[{"do":"If you do not accept a new price, cancel before the renewal date (monthly - more than two business days before).","channel":"account-settings"}],"facts":[{"kind":"policy","claim":"At the start of each billing term \"you will be charged the rate stated at the time of purchase\" unless notified otherwise, and \"Ancestry will give you reasonable notice of any change in price or terms before they go into effect.\" New prices may apply at renewal.","issues":["bill_increase"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"}]}],"known_blockers":["Cancelling online and checking order history need sign-in to the Ancestry account.","Memberships bought in the Ancestry app are cancelled and refunded only by Apple or Google.","An invited family plan member cannot cancel; only the purchaser can."]},"playbooks":{"cancel_service":{"company":{"id":"ancestry","name":"Ancestry","sector":"subscription","website":"https://www.ancestry.com","account_url":"https://www.ancestry.com/account"},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Cancel 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.","evidence":["cancellation confirmation number","confirmation email","renewal date","billing provider shown in Account Settings"],"steps":[{"do":"In Account Settings, check the \"billed through\" row. If Apple or Google bills you, cancel there; deleting the app does not cancel.","channel":{"id":"apple-cancel","type":"web_form","label":"Cancel an Ancestry membership bought in the iOS app (Apple)","value":"https://support.apple.com/en-us/HT202039","purposes":["cancel_service"],"source":"https://help.ancestry.com/hc/en-us/articles/53933302336403","last_verified":"2026-10-13"}},{"do":"For Ancestry-billed memberships, sign in, open Account Settings, find the membership under Membership and select Cancel membership. Continue until you get a cancellation confirmation number.","channel":{"id":"account-settings","type":"portal","label":"Ancestry Account Settings: Membership section > Cancel membership (or Cancel trial)","value":"https://www.ancestry.com/account","purposes":["cancel_service","free_trial_conversion"],"access":"login","notes":"Keep going until you get a cancellation confirmation number; a confirmation email follows. Repeat for each membership. Only the purchaser can cancel an invited family plan.","source":"https://help.ancestry.com/hc/en-us/articles/53933302397331","last_verified":"2026-10-13"}},{"do":"Cancel a monthly membership before two business days ahead of the renewal date."},{"do":"If you cannot cancel online, call Ancestry phone support (7 am-11 pm ET, every day).","channel":{"id":"member-services-phone","type":"phone","label":"Ancestry phone support (United States, toll free)","value":"+1-800-401-3193","hours":"7 days a week, 7:00 am-11:00 pm ET","purposes":["cancel_service","refund_request","unauthorized_charge","billing_error","free_trial_conversion"],"notes":"TTY users can ask the relay Communications Assistant to dial 1-800-240-7608.","source":"https://help.ancestry.com/hc/en-us/p/international-support","last_verified":"2026-10-13"}}],"channels":[{"id":"account-settings","type":"portal","label":"Ancestry Account Settings: Membership section > Cancel membership (or Cancel trial)","value":"https://www.ancestry.com/account","purposes":["cancel_service","free_trial_conversion"],"access":"login","notes":"Keep going until you get a cancellation confirmation number; a confirmation email follows. Repeat for each membership. Only the purchaser can cancel an invited family plan.","source":"https://help.ancestry.com/hc/en-us/articles/53933302397331","last_verified":"2026-10-13"},{"id":"member-services-phone","type":"phone","label":"Ancestry phone support (United States, toll free)","value":"+1-800-401-3193","hours":"7 days a week, 7:00 am-11:00 pm ET","purposes":["cancel_service","refund_request","unauthorized_charge","billing_error","free_trial_conversion"],"notes":"TTY users can ask the relay Communications Assistant to dial 1-800-240-7608.","source":"https://help.ancestry.com/hc/en-us/p/international-support","last_verified":"2026-10-13"},{"id":"contact-support","type":"web_form","label":"Ancestry Member Services contact page","value":"https://www.ancestry.com/support/s/contactsupport","purposes":["cancel_service","refund_request","billing_error"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"},{"id":"apple-cancel","type":"web_form","label":"Cancel an Ancestry membership bought in the iOS app (Apple)","value":"https://support.apple.com/en-us/HT202039","purposes":["cancel_service"],"source":"https://help.ancestry.com/hc/en-us/articles/53933302336403","last_verified":"2026-10-13"},{"id":"google-play-cancel","type":"web_form","label":"Cancel an Ancestry membership bought in the Android app (Google Play)","value":"https://support.google.com/googleplay/answer/7018481","purposes":["cancel_service"],"source":"https://help.ancestry.com/hc/en-us/articles/53933302336403","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"\"Monthly subscriptions may be cancelled at any time prior to two business days before your renewal date.\" Subscriptions \"automatically renew, except for gift and pay-per-view subscriptions.\"","issues":["cancel_service"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"After you cancel, you keep access for the remainder of the period you paid for. When the membership expires the account becomes a free Registered Guest account; trees and DNA results stay available.","issues":["cancel_service"],"source":"https://help.ancestry.com/hc/en-us/articles/53933302397331","last_verified":"2026-10-13"},{"kind":"fee","claim":"Six-month or 12-month subscriptions paid in monthly installments on ancestry.com may carry a cancellation fee if cancelled before the term ends - the lesser of $25 USD (6-month) or $50 USD (12-month), or the remaining cost of the subscription, plus applicable taxes.","issues":["cancel_service","early_termination_fee"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"When you buy a membership through the app, the membership must be canceled by the company you bought it through.\"","issues":["cancel_service"],"source":"https://help.ancestry.com/hc/en-us/articles/53933302336403","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"member-services-phone","type":"phone","label":"Ancestry phone support (United States, toll free)","value":"+1-800-401-3193","hours":"7 days a week, 7:00 am-11:00 pm ET","purposes":["cancel_service","refund_request","unauthorized_charge","billing_error","free_trial_conversion"],"notes":"TTY users can ask the relay Communications Assistant to dial 1-800-240-7608.","source":"https://help.ancestry.com/hc/en-us/p/international-support","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","candidate_channels":["account-settings"]},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges after a cancellation.","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Cancelling online and checking order history need sign-in to the Ancestry account.","Memberships bought in the Ancestry app are cancelled and refunded only by Apple or Google.","An invited family plan member cannot cancel; only the purchaser can."],"security":{"official_domains":["ancestry.com","ancestry.co.uk","ancestry.ca","ancestry.com.au","ancestry.de","ancestry.fr","ancestry.it","ancestry.mx","ancestry.se"],"never_asks":[{"kind":"policy","claim":"\"Ancestry will never request personal information via email or text message.\" Ancestry does not send messages from consumer email services such as Gmail, Outlook or iCloud.","source":"https://help.ancestry.com/hc/en-us/articles/53933287257875-How-to-Identify-Phishing","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ancestry lists its sending domains as @ancestry.com and @email.ancestry.com, plus country versions such as @email.ancestry.co.uk, @email.ancestry.ca and @email.ancestry.com.au.","source":"https://help.ancestry.com/hc/en-us/articles/53933287257875-How-to-Identify-Phishing","last_verified":"2026-10-13"}],"known_scams":[],"report_phishing":[{"id":"report-issue-form","type":"web_form","label":"Report a suspicious email to Ancestry","value":"https://support.ancestry.com/s/reportissue?language=en_US","purposes":["fraud"],"source":"https://help.ancestry.com/hc/en-us/articles/53933287257875-How-to-Identify-Phishing","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":23},"verified_from":{"page":23},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 23 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":null,"warnings":[]},"refund_request":{"company":{"id":"ancestry","name":"Ancestry","sector":"subscription","website":"https://www.ancestry.com","account_url":"https://www.ancestry.com/account"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Only 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.","evidence":["order number","purchase date","whether the membership started with a trial","kit order date"],"steps":[{"do":"Check whether you qualify - first subscription term with Ancestry, billed upfront, not started with a free or paid trial, and within 14 days."},{"do":"Call Ancestry and ask to cancel immediately for a full refund (access ends at once).","channel":{"id":"member-services-phone","type":"phone","label":"Ancestry phone support (United States, toll free)","value":"+1-800-401-3193","hours":"7 days a week, 7:00 am-11:00 pm ET","purposes":["cancel_service","refund_request","unauthorized_charge","billing_error","free_trial_conversion"],"notes":"TTY users can ask the relay Communications Assistant to dial 1-800-240-7608.","source":"https://help.ancestry.com/hc/en-us/p/international-support","last_verified":"2026-10-13"}},{"do":"If Apple or Google billed you, ask them for the refund.","channel":{"id":"apple-refund","type":"web_form","label":"Ask Apple for a refund of an Ancestry membership bought in the iOS app","value":"https://support.apple.com/en-us/HT204084","purposes":["refund_request"],"source":"https://help.ancestry.com/hc/en-us/articles/53933302336403","last_verified":"2026-10-13"}}],"channels":[{"id":"member-services-phone","type":"phone","label":"Ancestry phone support (United States, toll free)","value":"+1-800-401-3193","hours":"7 days a week, 7:00 am-11:00 pm ET","purposes":["cancel_service","refund_request","unauthorized_charge","billing_error","free_trial_conversion"],"notes":"TTY users can ask the relay Communications Assistant to dial 1-800-240-7608.","source":"https://help.ancestry.com/hc/en-us/p/international-support","last_verified":"2026-10-13"},{"id":"contact-support","type":"web_form","label":"Ancestry Member Services contact page","value":"https://www.ancestry.com/support/s/contactsupport","purposes":["cancel_service","refund_request","billing_error"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"},{"id":"apple-refund","type":"web_form","label":"Ask Apple for a refund of an Ancestry membership bought in the iOS app","value":"https://support.apple.com/en-us/HT204084","purposes":["refund_request"],"source":"https://help.ancestry.com/hc/en-us/articles/53933302336403","last_verified":"2026-10-13"},{"id":"google-play-refund","type":"web_form","label":"Google Play refund policy (Ancestry bought in the Android app)","value":"https://support.google.com/googleplay/answer/2479637","purposes":["refund_request"],"source":"https://help.ancestry.com/hc/en-us/articles/53933349156627","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"If an upfront-billed subscription \"did not begin with a free or paid trial,\" then \"during the first 14 days of your first subscription term with Ancestry\" you may cancel immediately \"for a full refund and immediate loss of access,\" or cancel at the end of the term with no refund.","issues":["refund_request"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"},{"kind":"limit","claim":"\"You are not eligible for any refunds after your subscription renews or if you have previously subscribed to Ancestry.\" Monthly subscriptions \"are not eligible for a refund, except as outlined\" in the terms.","issues":["refund_request"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"},{"kind":"fee","claim":"A US AncestryDNA kit is \"eligible for a refund if you request a refund and return the kit within 60 days of placing your kit order,\" less a \"$15 processing fee\"; shipping and processing charges are not refunded. Kits bought from Amazon, Walmart, Legacy.com or Target.com are refunded by those sellers.","issues":["refund_request"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"Refunds purchased through the Ancestry app are handled by the company you purchased the membership through.\"","issues":["refund_request"],"source":"https://help.ancestry.com/hc/en-us/articles/53933302336403","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"member-services-phone","type":"phone","label":"Ancestry phone support (United States, toll free)","value":"+1-800-401-3193","hours":"7 days a week, 7:00 am-11:00 pm ET","purposes":["cancel_service","refund_request","unauthorized_charge","billing_error","free_trial_conversion"],"notes":"TTY users can ask the relay Communications Assistant to dial 1-800-240-7608.","source":"https://help.ancestry.com/hc/en-us/p/international-support","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","candidate_channels":["account-settings"]},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges after a cancellation.","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Cancelling online and checking order history need sign-in to the Ancestry account.","Memberships bought in the Ancestry app are cancelled and refunded only by Apple or Google.","An invited family plan member cannot cancel; only the purchaser can."],"security":{"official_domains":["ancestry.com","ancestry.co.uk","ancestry.ca","ancestry.com.au","ancestry.de","ancestry.fr","ancestry.it","ancestry.mx","ancestry.se"],"never_asks":[{"kind":"policy","claim":"\"Ancestry will never request personal information via email or text message.\" Ancestry does not send messages from consumer email services such as Gmail, Outlook or iCloud.","source":"https://help.ancestry.com/hc/en-us/articles/53933287257875-How-to-Identify-Phishing","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ancestry lists its sending domains as @ancestry.com and @email.ancestry.com, plus country versions such as @email.ancestry.co.uk, @email.ancestry.ca and @email.ancestry.com.au.","source":"https://help.ancestry.com/hc/en-us/articles/53933287257875-How-to-Identify-Phishing","last_verified":"2026-10-13"}],"known_scams":[],"report_phishing":[{"id":"report-issue-form","type":"web_form","label":"Report a suspicious email to Ancestry","value":"https://support.ancestry.com/s/reportissue?language=en_US","purposes":["fraud"],"source":"https://help.ancestry.com/hc/en-us/articles/53933287257875-How-to-Identify-Phishing","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":23},"verified_from":{"page":23},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 23 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":null,"warnings":[]},"free_trial_conversion":{"company":{"id":"ancestry","name":"Ancestry","sector":"subscription","website":"https://www.ancestry.com","account_url":"https://www.ancestry.com/account"},"issue":{"id":"free_trial_conversion","name":"Charged after a free trial"},"playbook_source":"company","summary":"Cancel 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.","evidence":["trial start and end dates","cancellation confirmation number"],"steps":[{"do":"In Account Settings, select Cancel trial under Membership at least two days before the trial ends, and keep the confirmation number.","channel":{"id":"account-settings","type":"portal","label":"Ancestry Account Settings: Membership section > Cancel membership (or Cancel trial)","value":"https://www.ancestry.com/account","purposes":["cancel_service","free_trial_conversion"],"access":"login","notes":"Keep going until you get a cancellation confirmation number; a confirmation email follows. Repeat for each membership. Only the purchaser can cancel an invited family plan.","source":"https://help.ancestry.com/hc/en-us/articles/53933302397331","last_verified":"2026-10-13"}}],"channels":[{"id":"account-settings","type":"portal","label":"Ancestry Account Settings: Membership section > Cancel membership (or Cancel trial)","value":"https://www.ancestry.com/account","purposes":["cancel_service","free_trial_conversion"],"access":"login","notes":"Keep going until you get a cancellation confirmation number; a confirmation email follows. Repeat for each membership. Only the purchaser can cancel an invited family plan.","source":"https://help.ancestry.com/hc/en-us/articles/53933302397331","last_verified":"2026-10-13"},{"id":"member-services-phone","type":"phone","label":"Ancestry phone support (United States, toll free)","value":"+1-800-401-3193","hours":"7 days a week, 7:00 am-11:00 pm ET","purposes":["cancel_service","refund_request","unauthorized_charge","billing_error","free_trial_conversion"],"notes":"TTY users can ask the relay Communications Assistant to dial 1-800-240-7608.","source":"https://help.ancestry.com/hc/en-us/p/international-support","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"For a free or paid trial, \"you may cancel at any time prior to two days before the end of the trial period and incur no further charge.\" \"If you do not cancel by that time, your subscription will start once your trial period ends.\"","issues":["free_trial_conversion"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"},{"kind":"limit","claim":"\"You are eligible for one free and one paid trial per user.\" After a trial ends and you are charged, no refunds are issued except as outlined in the terms.","issues":["free_trial_conversion","refund_request"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"member-services-phone","type":"phone","label":"Ancestry phone support (United States, toll free)","value":"+1-800-401-3193","hours":"7 days a week, 7:00 am-11:00 pm ET","purposes":["cancel_service","refund_request","unauthorized_charge","billing_error","free_trial_conversion"],"notes":"TTY users can ask the relay Communications Assistant to dial 1-800-240-7608.","source":"https://help.ancestry.com/hc/en-us/p/international-support","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","candidate_channels":["account-settings"]},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges after a cancellation.","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Cancelling online and checking order history need sign-in to the Ancestry account.","Memberships bought in the Ancestry app are cancelled and refunded only by Apple or Google.","An invited family plan member cannot cancel; only the purchaser can."],"security":{"official_domains":["ancestry.com","ancestry.co.uk","ancestry.ca","ancestry.com.au","ancestry.de","ancestry.fr","ancestry.it","ancestry.mx","ancestry.se"],"never_asks":[{"kind":"policy","claim":"\"Ancestry will never request personal information via email or text message.\" Ancestry does not send messages from consumer email services such as Gmail, Outlook or iCloud.","source":"https://help.ancestry.com/hc/en-us/articles/53933287257875-How-to-Identify-Phishing","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ancestry lists its sending domains as @ancestry.com and @email.ancestry.com, plus country versions such as @email.ancestry.co.uk, @email.ancestry.ca and @email.ancestry.com.au.","source":"https://help.ancestry.com/hc/en-us/articles/53933287257875-How-to-Identify-Phishing","last_verified":"2026-10-13"}],"known_scams":[],"report_phishing":[{"id":"report-issue-form","type":"web_form","label":"Report a suspicious email to Ancestry","value":"https://support.ancestry.com/s/reportissue?language=en_US","purposes":["fraud"],"source":"https://help.ancestry.com/hc/en-us/articles/53933287257875-How-to-Identify-Phishing","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":23},"verified_from":{"page":23},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 23 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":null,"warnings":[]},"unauthorized_charge":{"company":{"id":"ancestry","name":"Ancestry","sector":"subscription","website":"https://www.ancestry.com","account_url":"https://www.ancestry.com/account"},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"A 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.","evidence":["cancellation confirmation number and email","order history entry","card statement"],"steps":[{"do":"Check membership status in Account Settings and the charge in order history. Look for a cancellation confirmation email.","channel":{"id":"order-history","type":"portal","label":"Ancestry order history (check renewal and cancellation-fee charges)","value":"https://www.ancestry.com/order-history","purposes":["unauthorized_charge","billing_error"],"access":"login","source":"https://help.ancestry.com/hc/en-us/articles/55944136072211-Why-was-I-charged-after-I-canceled-my-membership","last_verified":"2026-10-13"}},{"do":"If you find no paid membership, you may have a second account. Call phone support to locate it and ask about a refund.","channel":{"id":"member-services-phone","type":"phone","label":"Ancestry phone support (United States, toll free)","value":"+1-800-401-3193","hours":"7 days a week, 7:00 am-11:00 pm ET","purposes":["cancel_service","refund_request","unauthorized_charge","billing_error","free_trial_conversion"],"notes":"TTY users can ask the relay Communications Assistant to dial 1-800-240-7608.","source":"https://help.ancestry.com/hc/en-us/p/international-support","last_verified":"2026-10-13"}},{"do":"If you have a cancellation confirmation from before the deadline and Ancestry will not refund, dispute the charge with your card issuer."}],"channels":[{"id":"order-history","type":"portal","label":"Ancestry order history (check renewal and cancellation-fee charges)","value":"https://www.ancestry.com/order-history","purposes":["unauthorized_charge","billing_error"],"access":"login","source":"https://help.ancestry.com/hc/en-us/articles/55944136072211-Why-was-I-charged-after-I-canceled-my-membership","last_verified":"2026-10-13"},{"id":"member-services-phone","type":"phone","label":"Ancestry phone support (United States, toll free)","value":"+1-800-401-3193","hours":"7 days a week, 7:00 am-11:00 pm ET","purposes":["cancel_service","refund_request","unauthorized_charge","billing_error","free_trial_conversion"],"notes":"TTY users can ask the relay Communications Assistant to dial 1-800-240-7608.","source":"https://help.ancestry.com/hc/en-us/p/international-support","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"Ancestry lists reasons for a charge after cancelling - the membership is still active, it was cancelled too close to renewal, a paused membership resumed, there are multiple memberships or accounts, or an early termination fee for a semi-annual or annual membership paid monthly. \"Uninstalling the Ancestry app does not cancel your membership.\"","issues":["unauthorized_charge","cancel_service"],"source":"https://help.ancestry.com/hc/en-us/articles/55944136072211-Why-was-I-charged-after-I-canceled-my-membership","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"member-services-phone","type":"phone","label":"Ancestry phone support (United States, toll free)","value":"+1-800-401-3193","hours":"7 days a week, 7:00 am-11:00 pm ET","purposes":["cancel_service","refund_request","unauthorized_charge","billing_error","free_trial_conversion"],"notes":"TTY users can ask the relay Communications Assistant to dial 1-800-240-7608.","source":"https://help.ancestry.com/hc/en-us/p/international-support","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","candidate_channels":["account-settings"]},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges after a cancellation.","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Cancelling online and checking order history need sign-in to the Ancestry account.","Memberships bought in the Ancestry app are cancelled and refunded only by Apple or Google.","An invited family plan member cannot cancel; only the purchaser can."],"security":{"official_domains":["ancestry.com","ancestry.co.uk","ancestry.ca","ancestry.com.au","ancestry.de","ancestry.fr","ancestry.it","ancestry.mx","ancestry.se"],"never_asks":[{"kind":"policy","claim":"\"Ancestry will never request personal information via email or text message.\" Ancestry does not send messages from consumer email services such as Gmail, Outlook or iCloud.","source":"https://help.ancestry.com/hc/en-us/articles/53933287257875-How-to-Identify-Phishing","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ancestry lists its sending domains as @ancestry.com and @email.ancestry.com, plus country versions such as @email.ancestry.co.uk, @email.ancestry.ca and @email.ancestry.com.au.","source":"https://help.ancestry.com/hc/en-us/articles/53933287257875-How-to-Identify-Phishing","last_verified":"2026-10-13"}],"known_scams":[],"report_phishing":[{"id":"report-issue-form","type":"web_form","label":"Report a suspicious email to Ancestry","value":"https://support.ancestry.com/s/reportissue?language=en_US","purposes":["fraud"],"source":"https://help.ancestry.com/hc/en-us/articles/53933287257875-How-to-Identify-Phishing","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":23},"verified_from":{"page":23},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 23 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":null,"warnings":[]},"bill_increase":{"company":{"id":"ancestry","name":"Ancestry","sector":"subscription","website":"https://www.ancestry.com","account_url":"https://www.ancestry.com/account"},"issue":{"id":"bill_increase","name":"Bill went up"},"playbook_source":"company","summary":"Ancestry 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.","evidence":["price change notice","previous charge amount"],"steps":[{"do":"If you do not accept a new price, cancel before the renewal date (monthly - more than two business days before).","channel":{"id":"account-settings","type":"portal","label":"Ancestry Account Settings: Membership section > Cancel membership (or Cancel trial)","value":"https://www.ancestry.com/account","purposes":["cancel_service","free_trial_conversion"],"access":"login","notes":"Keep going until you get a cancellation confirmation number; a confirmation email follows. Repeat for each membership. Only the purchaser can cancel an invited family plan.","source":"https://help.ancestry.com/hc/en-us/articles/53933302397331","last_verified":"2026-10-13"}}],"channels":[],"facts":[{"kind":"policy","claim":"At the start of each billing term \"you will be charged the rate stated at the time of purchase\" unless notified otherwise, and \"Ancestry will give you reasonable notice of any change in price or terms before they go into effect.\" New prices may apply at renewal.","issues":["bill_increase"],"source":"https://www.ancestry.com/c/legal/renewal-cancellation-terms","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"member-services-phone","type":"phone","label":"Ancestry phone support (United States, toll free)","value":"+1-800-401-3193","hours":"7 days a week, 7:00 am-11:00 pm ET","purposes":["cancel_service","refund_request","unauthorized_charge","billing_error","free_trial_conversion"],"notes":"TTY users can ask the relay Communications Assistant to dial 1-800-240-7608.","source":"https://help.ancestry.com/hc/en-us/p/international-support","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","candidate_channels":["account-settings"]},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges after a cancellation.","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Cancelling online and checking order history need sign-in to the Ancestry account.","Memberships bought in the Ancestry app are cancelled and refunded only by Apple or Google.","An invited family plan member cannot cancel; only the purchaser can."],"security":{"official_domains":["ancestry.com","ancestry.co.uk","ancestry.ca","ancestry.com.au","ancestry.de","ancestry.fr","ancestry.it","ancestry.mx","ancestry.se"],"never_asks":[{"kind":"policy","claim":"\"Ancestry will never request personal information via email or text message.\" Ancestry does not send messages from consumer email services such as Gmail, Outlook or iCloud.","source":"https://help.ancestry.com/hc/en-us/articles/53933287257875-How-to-Identify-Phishing","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ancestry lists its sending domains as @ancestry.com and @email.ancestry.com, plus country versions such as @email.ancestry.co.uk, @email.ancestry.ca and @email.ancestry.com.au.","source":"https://help.ancestry.com/hc/en-us/articles/53933287257875-How-to-Identify-Phishing","last_verified":"2026-10-13"}],"known_scams":[],"report_phishing":[{"id":"report-issue-form","type":"web_form","label":"Report a suspicious email to Ancestry","value":"https://support.ancestry.com/s/reportissue?language=en_US","purposes":["fraud"],"source":"https://help.ancestry.com/hc/en-us/articles/53933287257875-How-to-Identify-Phishing","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":23},"verified_from":{"page":23},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 23 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":null,"warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"member-services-phone","type":"phone","label":"Ancestry phone support (United States, toll free)","value":"+1-800-401-3193","hours":"7 days a week, 7:00 am-11:00 pm ET","purposes":["cancel_service","refund_request","unauthorized_charge","billing_error","free_trial_conversion"],"notes":"TTY users can ask the relay Communications Assistant to dial 1-800-240-7608.","source":"https://help.ancestry.com/hc/en-us/p/international-support","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","candidate_channels":["account-settings"]},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges after a cancellation.","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["ancestry.com","ancestry.co.uk","ancestry.ca","ancestry.com.au","ancestry.de","ancestry.fr","ancestry.it","ancestry.mx","ancestry.se"],"never_asks":[{"kind":"policy","claim":"\"Ancestry will never request personal information via email or text message.\" Ancestry does not send messages from consumer email services such as Gmail, Outlook or iCloud.","source":"https://help.ancestry.com/hc/en-us/articles/53933287257875-How-to-Identify-Phishing","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ancestry lists its sending domains as @ancestry.com and @email.ancestry.com, plus country versions such as @email.ancestry.co.uk, @email.ancestry.ca and @email.ancestry.com.au.","source":"https://help.ancestry.com/hc/en-us/articles/53933287257875-How-to-Identify-Phishing","last_verified":"2026-10-13"}],"known_scams":[],"report_phishing":[{"id":"report-issue-form","type":"web_form","label":"Report a suspicious email to Ancestry","value":"https://support.ancestry.com/s/reportissue?language=en_US","purposes":["fraud"],"source":"https://help.ancestry.com/hc/en-us/articles/53933287257875-How-to-Identify-Phishing","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":23},"verified_from":{"page":23},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 23 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"subscription","title":"Subscriptions — how complaints work","last_verified":"2026-10-12","file":"guides/subscription.md","page":"https://escalate.alexgaoth.com/#/guides/subscription"}}