Contact Ancestry Customer Service

Why should I report an Issue with Ancestry: Family History & DNA?

1. AppContacter will directly Email your issue/feedback to an apps's customer service once you report an issue and with lots of issues reported, companies will definitely listen to you.
2. Pulling issues faced by users like you is a good way to draw attention of Ancestry.com to your problem using the strength of crowds.
3. Importantly, customers can learn from other customers in case the issue is a common problem that has been solved before.

1. But great app and hope to find more family for the future.The app makes things too easy, to the point where a lot of information entered is obviously incorrect, and that information feeds back into their datasets, showing more wrong information, and making their data set worth less.

2. This may be a server issue, but considering the frequency with which the app crashes, I'm guessing it may be a memory issue with the app.Having issues lately with the view tab under a family member.

3. Other times it simply freezes...or when I choose a tab, it goes to a blank, white screen and does nothing.I have had so many issues that I cannot rely on the app to input any info at this point.

4. I cannot move or orient the trees for easy navigation for adopted, multiple marriage, name change, or location.Please help, the combined filters of Unviewed Matches and Common Ancestors no longer pulls results in the app.

5. I'd rather have a more difficult-to-use app that gets things right over an easy-to-use one that's wrongNot as easy to use as the desktop app, many family members with no suggestions so I am at a standstill and lost interest completely.

6. It goes back to the home person every dang time, so frustrating! UPDATE working goodas of April 20thI'm giving 3 stars for the app.

7. I lost people, photos posted in random places, constant freezing or despite saying it saved a change, it closes without saving it.

8. Nothing works! I see other people are having issues since the lastest update.

9. I am not a fan of the clunky tree setup on the website; sadly I am being forced in that direction by an app that consistently underperforms, glitches, and freezes.

10. I look at a profile of an ancestor, after I click "view in tree" the app crashes.

11. App is repeatedly freezing and crashing while working within a tree members profile.

1. Fix Ancestry Not Working/Crashes/Errors/Unresponsive & Black/White screen:

1. Restart Ancestry: Restarting the app will resolve most errors.
2. Update the Ancestry App. Here is how:
   1. On Android goto PlayStore » Search for "Ancestry" » Open Ancestry: Family History & DNA » click "Update".
   2. On iPhone, goto AppStore » Your profile » Available Updates » Check for Ancestry » click "UPDATE".
3. Clear Ancestry: Family History & DNA app cache: Clearing cached data will force your app to retrieve the latest data directly from Ancestry servers.
   1. On Android, goto Settings » Apps » Select "Ancestry: Family History & DNA" » click Storage » click "Clear Cache".
4. Check Ancestry app permissions. If any of these permissions required to use your device's features are disenabled, Ancestry might not work.
5. Uninstall and reinstall Ancestry. If nothing else has worked, completely uninstall Ancestry then reinstall.
6. Restart your device. Last, restarting your device can often clear most problems causing Ancestry not working

2. Fix Ancestry Server issues & Internet Connection

1. Check network connection: An unstable Internet will make Ancestry be unable to connect to it's servers. Ensure your wi-fi is working then restart app.
2. Disable VPN: VPN can cause connection errors and lead to Ancestry not working. Make sure all VPNs are off
3. Enable background data: When Background data is turned off, Ancestry may not be able to connect to the Internet when running in the background.