Ancestry.com

Hi there, Elaine. Thanks for taking the time to leave your review. We are sorry to hear of any difficulty you have experienced. If you need help, please reach out to our team here: https://support.ancestry.com/s/contactsupport/

Hi there. We completely understand your frustration and why this feels so confusing after investing in a top-tier Ancestry membership. The disconnect occurs because Family Tree Maker and its cloud backup service, TreeVault, are developed, owned, and managed by a completely separate company called Software MacKiev. While your Ancestry subscription covers all of our online record databases, DNA features, and Pro Tools—and allows you to sync your tree with FTM for free—it does not include MacKiev's proprietary TreeVault fees. If you are having issues, please reach out to the MacKiev customer support directly.

Hi Luciana, and thanks very much for contacting us to share your review. We're sorry to hear of any concerns about the status of your sample while you waited for your results, though we're happy to hear that they've since been made available to you. We know that the wait for the results can be an anxious time. We wanted to reach out to let you know that we are market-leading in the field of consumer genomics, and we have the largest commercial database of DNA samples, over 31 million. This allows us to refine your results with unrivaled precision. The results are calculated by analyzing your DNA across 700,000 locations, and then comparing this to our reference panel. This panel comprises of more than 185,000 people with long and proven histories in each of the regions that we currently test for, whose DNA is used to establish baseline regions. The test will look for what you've personally inherited over the last 500-1,000 years, and you can find a full breakdown of the samples in our reference panel here: https://support.ancestry.com/s/article/AncestryDNA-Reference-Panel?language=en_US We appreciate that reviewing your results for the first time can lead to a few initial questions. You may find regions that you weren't anticipating, for example, or a higher percentage of a region than expected. We'll link some additional information below which we hope can help to clear things up further. Link: https://support.ancestry.com/s/article/Unexpected-Ethnicity-Results?language=en_US You can also find a free class which offers some additional insights on the topic of DNA inheritance below, that you may enjoy. AncestryDNA 101: https://www.ancestry.com/c/discover/education/ancestrydna-101 We appreciate you chosing Ancestry to assist you in your journey of personal discovery, and we wish you all the best in your continued research!

Hey, and thank you very much for your recent review. We're sorry to learn of any unexpected billings. Once a membership is cancelled with us, we'll provide you with a cancelation confirmation number. This will be quoted on-site, and we'll then forward that to you via email shortly afterwards for your records. More information on the process for cancelling online can be found here for reference: https://support.ancestry.com/s/article/Canceling-a-Subscription?language=en_US If you recieved that number, then please don't hesitate to get back in touch with our support team and quote the number you were provided. We'll list our contact details below for reference. Once we have that, our team should be able to investigate further. Thank you very much for reaching out so we could offer this insight. We look forward to hearing from you again soon. Live Chat: https://support.ancestry.com/s/contactsupport/?language=en_US Phone Support: 1-800-262-3787

Hi, and thank you for taking the time to share your experience with us. We're grateful to you for choosing our AncestryDNA test to help you in your research, though we do regret to learn of any unmet expectations from the service. While the test results does not research your family tree for you, it will provide an Ancestral Origins report as well as a DNA Match list. More information on what's included with the test can be found here for reference: https://support.ancestry.com/s/article/What-to-Expect-from-AncestryDNA When waiting to dive in deeper to your family history research, working with your Matches in particular can be hugely helpful. We'd love to share some tips to help you make the most of the results moving forward, and if you're interested, you can explore some free classes on that topic below. AncestryDNA 101: https://www.ancestry.com/c/discover/education/ancestrydna-101 AncestryDNA® Match List: https://www.ancestry.com/c/discover/education/ancestry-dna-match-list-webinar AncestryDNA: Making the Cousin Connection: https://www.ancestry.com/c/discover/education/cousin-connection We hope that these resources can be a big help, and we wish you all the best in your DNA journey moving forward!

Thanks very much for reaching out to us to share this. We are sorry to hear of the wait-time you experienced. We endeavour to help all of our users as swiftly as possible, though we can occasionally encounter periods of high demand. We're grateful for your feedback and can be certain to pass this on for you to any and all appropate channels. Thank you again for contacting us, and have a lovely start to your week as well!

Thanks for getting in touch lately, Jen. We're sorry to hear of any trouble with getting in touch with us lately. Should they be needed moving forward, you can find our full list of contact options and opening hours below, including our hotline number for Australia. Link: https://support.ancestry.com.au/s/phonesupport Our refund policy can be found linked below as well for reference. Link: https://www.ancestry.com.au/c/legal/renewal-cancellation-terms If you need any additional assistance with your account or your refund query, please don't hesitate to get back in touch with us. We'd be glad to review any issues you may still be encountering and ensure this matter is resolved as promptly as possible.