Ancestry.com (www.ancestry.com) has a 3.8 out of 5 rating on OK.one, based on 202 user reviews collected here. It is listed under Hobbies & Crafts and its reputation is mixed. 70% of reviews are 4 stars or higher and 18% are 1 star; The business has replied to 98% of negative reviews. Last updated 2026-08-10.
I have used Ancestry for decades, and well used to using it. However, frustratingly, it has now become impossible to contact Ancestry with an issue - which is not covererd under their list of issues addressed. The issue I wanted to report is that the links to, for example, the National Archives of Ireland, for the likes of censuses, is not working - just a blank page. Thankfully I have other routes to the NAI.
Something new I learned today was using tabs to follow other information without losing what you were looking at. Also My Tree Tags--I didn't know about them but will use them going forward. That will be a great help.
Great customer service and quite easy to use.
Ancestry.com's great resources and tools over a lot of years. Also a lot of dedication to helping when needed.
Been using Ancestry for many years and been able to use it to find and fill in the information for my relatives and projects that I am working on. the use of newspapers.com has been very valuable also. The the use of the catalogs, such as the directories. Knowing the name, birth and death and filling in your relative with ease
I very much enjoy using the Ancestry site but I'm still learning. I would appreciate if there were somewhere to break down what each function is on the site, like the card catalog, etc.
I have learned so much, not just about the family but events in history. Some relatives were arrested for belonging to the Klan and some were mentioned because of their compassion and generosity during terrible events.
1/2 of one star for customer service. Just try to get a human instead of AI! Rejoined after 6 years of no subscription. Was supposed to be charged $24.84/6 month after free trial (had screenshot). They refused to honor it. Went round and round. Was finally told to send email. Email response was to call. The customer service number. After 34 minutes, and consulting with someone else, I was told they will charge the $24.84 for first month then $56 and change per month from then on. So let me get this straight “You would rather lose a customer than credit $48 ?” the screenshot proves was advertised? Customer service answer was “Yes….”
I met a sister a never knew I had after 59 years. Thanks Ancestry.
Hi James, thank you for sharing this amazing milestone with us! Reuniting family members after so many years is truly special, and we're honored to have played a part in bringing you and your sister together. Happy researching and enjoy getting to know each other!
I was disappointed with Ancestry's cancellation and billing process. I believed I had cancelled my subscription a month ago, but I was charged again because the cancellation wasn't actually complete. The process is misleading. After initiating the cancellation, the second page makes it appear as though your subscription has been cancelled. In reality, you have to scroll to the very bottom of the page, navigate through additional retention offers, and complete another step before the cancellation is finalized. This isn't made clear, and it's easy to think you're done when you're not. A cancellation process should be straightforward and transparent, not one that causes customers to unintentionally remain subscribed. I would encourage Ancestry to make the final cancellation step much more obvious so customers don't experience unexpected charges like I did. Based on my experience, the cancellation flow was unnecessarily confusing and made it very easy to miss the final cancellation step. As a result, I was charged for another month of service that I genuinely believed I had already cancelled. For a subscription that costs nearly $40 per month, customers deserve a cancellation process that is clear and unambiguous.
Hi Julie, thank you for bringing this to our attention. We apologize for the confusion surrounding your subscription cancellation and the unexpected fee. We take feedback about our cancellation process seriously and want to help resolve this. We deeply appreciate your time and feedback today!
When my sister and I started on ancestry.com we knew nothing of our families. On our father’s side we only knew grandparents. Our mother was adopted so we knew nothing. After searching documents and following many hints we traced our father’s line back to the Netherlands from his father and back to Scotland from his mother. Through DNA matches we met many cousins and corresponded with them. Last year we all met in person at a Family Reunion. Also through DNA matches we connected with cousins on our mother’s side and identified her biological parents. Thru Lines is very helpful identifying DNA matches. It also fills in family names that were missing from my tree.
I placed an order in June never got it. I contacted support and they sent me a replacement kit. It's now august and I never received a kit. The one thing I will say is that support was very helpful in both situations.
Thanks for reaching out to us with this review, Gianna. We are very sorry to hear that you never received the DNA kit you ordered in June or the replacement kit we sent you. That's very unusual indeed. You can track your order online by following the instructions in the guide linked below. https://support.ancestry.com/s/article/Tracking-a-DNA-Test?language=en_US If you haven't yet contacted us about the fact that you've yet to receive the replacement kit, please give our team a call so we can look into this for you and investigate why the order isn't being delivered. If there is an issue with the address, we can look to issue a replacement kit to your work address or a family member/ friend/ neighbours house. We look forward to hearing from you and getting a kit to you finally. 1-800-401-3193 (Seven days a week from 7:00 am to 11:00 pm ET.)
Don't touch this lot, they took £134 from our credit card and I tried and tried to get a refund but to no avail, had to block them through credit card company in the end to stop anymore payments.
Hi Jo, we sincerely apologize for the frustration caused by these charges and your difficulty getting in touch with our team. We want to make sure your billing concerns are addressed properly. Please contact our support team via our online Help Center so we can review your account and assist you directly.
Use I gave a three, only because I don't know what I'm doing, still learning various sources of information available through other families.
Hi Therese, thank you so much for taking the time to share your review! Learning how to navigate all the different records and public family trees can definitely take a little time, but you are well on your way. If you ever want tips or extra guidance, our Support Center and learning articles are great places to start. Wishing you all the best as you continue your family history journey!
I've reached out with questions quite a few times. Everyone seems to answer my questions well. If I am confused about how something works on their end, they explain it so that I easily can understand. I always end the chat by feeling that they are excellent at what they do.
Great database. Easy to use. Recurring issues with duplicate hints and pages not loading. Ancestry DNA does not give information needed by WikiTree on DNA segments.
Thank you for the detailed feedback, David. We appreciate you bringing these performance and feature suggestions to our attention as we work on ongoing site improvements.
Ancestry is a great way to learn of your family tree and find relatives & new ones you never knew of
Hi Mary and thank you for taking the time to share this lovely review with us. We are delighted to hear that you have had such a wonderful experience to date, learning about your ancestors and finding long-lost relatives. We can't wait to see where this journey takes you!
Do not expect any support or problem resolution if you have an issue. I’ve spent weeks trying to get a refund but it has been made intentionally difficult.
Hi there and thank you very much for reaching out to us with this review. We are disappointed to hear that you have not received the support you need since you first tried to get in touch. This is not the customer experience we pride ourselves on offering and so we want to make sure that you have our correct contact information, as you mentioned it's been difficult to reach us. We've listed our phone support number below and linked our email contact form here: https://support.ancestry.com.au/s/email-us +61 1800 979 547 Monday - Friday: 9:00 am - 6:00 pm AEST Saturday - Sunday: 9:00 am - 4:00 pm AEST We look forward to hearing from you and hope we'll be able to offer you the outcome you desire. We've linked our terms and conditions below should you wish to read up on our policy. https://www.ancestry.com.au/c/legal/termsandconditions
They are helpful with any question about anything , for examample if you have an issue on the site, they are ready to help you! Also, they are excited to hear about your discoveries on your family tree!!
Thank you, Candace! Our support team is always here and happy to help you celebrate every new discovery on your family tree.
Great pleased and love it I would not change my opinion or decision
Thank you so much for the kind review, Trell! We're thrilled to hear how much you're enjoying your experience with Ancestry.
202 reviews matching