I love the number of DNA matches that I have and the pro shared matches information. But without a chromosome browser it is difficult for me to determine if my shared matches actually share a common a... See more
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Review summary
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Reviews shaping this summary
Need Chromosome Browser - Ancestry has the largest database and many useful features; however, genealogy has moved on. The name of the game now is genetic genealogy. Without a chromosome browser we... See more
Company replied
DNA-results are mediocre withouth the actual primary source, which is what positions on the chromosomes you share with others. For that we need an actual Chromosome browser. The way it is now, we have... See more
Company replied
ancestry is an invaluable resource. Its unique treasure is the DNA database. (1) people like me with many (about 20) kits mostly of relatives should have utilities that automatically analyze similarit... See more
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- #4 of 5 best companies in Genealogist
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About Ancestry.com
Ancestry.com® is the world's largest online family history resource home to billions of historical records, millions of family trees and much more. It's also the world's leading network of businesses dedicated to helping everyone discover, preserve and share their family history.
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35K reviews
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Unused DNA test kit that is worthless
I purchased a DNA test kit for my elderly mother-in-law and registered it in her name. Sadly, she passed away before I was able to collect a sample.
I contacted customer service to ask if the unused kit could be transferred to my son (who has the same surname), but I was told this was not possible. As a result, I am left with a completely unused DNA test kit that is now worthless.
When I asked to speak with a supervisor to discuss the matter, my request was refused. I found this extremely disappointing and felt there was no willingness to consider my circumstances or offer any reasonable solution.
Potential customers should be aware of this policy before purchasing a kit, particularly if buying one for an elderly or seriously ill relative, as unforeseen circumstances can make an unused kit unusable.
Very disappointing customer service.
July 21, 2026
Unprompted review
Reply from Ancestry.com
Hi Diane. Thank you for sharing your feedback, and please accept our deepest condolences on the loss of your mother-in-law. We are truly sorry for what your family is going through, and we sincerely apologize for the frustration and lack of empathy you experienced during your call.
Refusing to escalate your request to a supervisor and failing to show flexibility during such a difficult time falls far short of the care we strive to provide.
We want to step in and handle this for you personally. To help us locate your account and review the order details, we are going to send a request via TrustPilot so you can provide us with your details.
Once we have this information, a member of our team will personally review your case and work directly with you to resolve this situation for your family.
Amazing and wonderful resource
Amazing and wonderful resource. Also, great tech support by phone or Zoom. All is gratis as a service. Beautiful.
July 20, 2026
Unprompted review
Reply from Ancestry.com
Thank you so much for the glowing review! We are thrilled to hear that you are enjoying our resources and that our support team could help make your experience a great one. Hearing that our service brings so much value to your journey truly makes our day!
More of a novelty thing than an actual tool
My kit arrived quickly, it was easy to use and I got regular updates about every step. When I got the results I was very disappointed though - my results didn't show an ancestry I know I have. I think Ancestry.com simply doesn't have enough samples from my region to understand its complex history but they seem very keen to sell you upgrades. Customer service is non existent: I emailed them several times, got an automated response that they've received my query and then never heard back from them.
October 27, 2025
Unprompted review
Reply from Ancestry.com
Hi Kristine. Thank you for taking the time to share your review, and we sincerely apologize for the disappointing experience you had both with your results and our customer support team.
We are truly sorry that your emails went unanswered after the automated confirmation—that is not the level of service we strive to provide, and we understand why that left you feeling ignored.
Regarding your ethnicity estimate, we know how frustrating it is when your results don't reflect a known family heritage. DNA ethnicity estimates are calculated by comparing your DNA against our regional reference panels. Because we inherit a random combination of DNA from our ancestors, certain regions may not show up, or they may be represented by a neighboring population with a similar genetic profile. As our reference panels expand and science advances, we update ethnicity estimates for our members at no extra cost.
Please contact our team directly using the links below. If you call or use the live chat, they are online right now and can access the previous contacts you have sent to us also.
https://support.ancestry.co.uk/s/phonesupport
https://support.ancestry.co.uk/s/contactsupport/
Cool website, frustrating customer service
Ordered during a Mother’s Day promo, registered and sent in the kit. App glitched and lost the results. Called and was then sent a replacement kit, but then was denied an extension for the subscription in order to view the results. After 3 long calls and chats with agents who mix up my account and say “I understand” and then give me contradictory information, I’m beyond get up. I asked to talked to a manager politely, 3 times and was ignored.
After 2 hours of fruitless explanations and long holds, I never want to talk to their customer service again.
July 20, 2026
Reply from Ancestry.com
Hi Isaiah. We are incredibly sorry to hear about the frustrating experience you have had with our customer service team. This is certainly not the standard of support we aim to provide, and we completely understand your frustration regarding the app glitch, the replacement kit, and the subscription access issue. If you could send us a DM through any of our social media pages, we'd be happy to investigate this for you and help however we can. We will have a specialist review your case immediately to ensure your concerns are properly addressed. Thank you for your patience with us.
Reply from Ancestry.com
We're sorry to learn of any trouble with making the most of our site lately, Elaine. If you need any assistance with navigating things, please don't hesitate to get in touch with us. Our team is available throughout the week via the link below. We hope to hear from you soon so we can help you dig back into your family history research!
Link: https://support.ancestry.com/s/contactsupport?language=en_US
One GIANT complaint!!!
One GIANT complaint. It was a disaster to include GENEANET information, in your hints and sources. You may have (or may not?) have noticed that I always ignore any hints and sources from GENEANET. Why? In large letters BECAUSE THEIR INFORMATION IS WRONG MORE TIMES THAN IT IS CORRECT!! If "bold" had been available, I would have used bold, also!! ~~ Respectfully, Lorraine Frantz with the Lorraine Frantz Family Tree
July 19, 2026
Unprompted review
Reply from Ancestry.com
Thank you for taking the time to share your feedback with us, Lorraine. We're always happy to hear from our members on ways we ca improve. We strive to provide the best and most comprehensive online genealogical database out there, and you taking the time to share where we can innovate can be truly helpful to us in achieving this goal. We'd be happy to pass on your suggestions, but please also don't hesitate to submit this through the link below as well. Thanks again for contacting us. Have a fantastic day, too!
Link: https://ancestry.az1.qualtrics.com/jfe/form/SV_eaMJAIOG9lwk709
sharing DNA with spouse
I don't like that I can't use my wife DNA into our tree.
I don't have access and we have one family tree that I manage
July 19, 2026
Reply from Ancestry.com
Hi there, Tsvi! Thanks so much for taking the time to raise your concerns with us. We wanted to reach out to let you know that you should be able to link your wife's DNA test to the tree you've already created. To achieve this, your wife will just need to share their test to your account and assign you as a manager. Once that's done, you'll be able to view her results within your account, and link the test to your tree, too. You can find out more about how to achieve this below. We hope these steps can be a big help!
Link: https://support.ancestry.com/s/article/Assigning-a-Manager-to-Your-AncestryDNA-Test
I asked how I needed to get a role…
I asked how I needed to get a role number and bam..gave me all kinds of info and was just awesome..ty so much
July 18, 2026
Unprompted review
Reply from Ancestry.com
This is wonderful to hear, Tracy! We hope you enjoy learning even more about your family history. 😁
PROS & CONS:
PROS & CONS:
Lots of new information. But the problem is that it’s like always having homework.
Then I found out if I were to cancel after ten years all the information is lost to me and my family. Even though I’ve paid thousands of dollars in subscription fees.
July 18, 2026
Reply from Ancestry.com
Thanks for getting in touch, McLaughlin. We're grateful to you for choosing Ancestry to help you in your family history research over the years, though we're sorry to hear of any concerns about what happens to your account after cancelling.
We're grateful for the opportunity to clarify that any research that you've saved to your tree will remain there if you chose to cancel. Ancestry will not delete or remove any information that you've saved to your family tree. A membership is needed to access the records that we host, but we won't remove those resources from your tree if you need to take a break. You can find out more here: https://support.ancestry.com/s/article/Ancestry-Accounts-after-Cancellation
We hope this information helps to clarify things!
Reply from Ancestry.com
We're delighted that you were able to make this discovery, Judy! Thanks so much for sharing what you've uncovered in your research.
Priority Processing
I'll sent my sample in hoping to confirm dna relation to someone who could be my half-sister. I paid for priority processing and have finally made it to the last phase. We have been impatiently waiting for the results. The estimated timeframe for processing has too many contingencies but we will see. I'm hoping for results by tomorrow!
July 2, 2026
Unprompted review
Reply from Ancestry.com
Thanks for sharing this with us, Donielle. We know the wait for the results can be an anxious time. Once a kit reaches our lab, the testing process can take up to 6 weeks, though with priority processing, the results are often ready in 4 weeks. We hope that the results can help you with confirming that relationship, and if you'd like some tips for making the most of your Match list, please don't hesitate to check out the guide below. Thanks again for stopping by, and have a lovely day as well!
Link: https://www.ancestry.com.au/c/discover/education/ancestry-dna-match-list-webinar
Reply from Ancestry.com
We're happy to hear this, Anthony!
Its amazing what you find about your…
Its amazing what you find about your heritage and the chat support is awesome.
July 18, 2026
Unprompted review
Reply from Ancestry.com
We are so happy to hear you've uncovered some exciting insights in your family history, Carol! Thanks as well for sharing your feedback about contacting our Support team. We're always happy to help! 😊
I had spent alot of time researching…
I had spent alot of time researching our ancestors. I even trusted Ancestry with my DNA. I was off it for a time and when I was finally financially able I rejoined knowing my DNA was there. Well there was a mix up with Google and I couldn't get back in my account. So I called support line. I was so upset angry crying. This gentleman talked me through it all. He stayed calm he let me have time to breath. He definitely deserves a raise.
July 18, 2026
Unprompted review
Reply from Ancestry.com
Thanks very much for taking the time to share your experience with us, Melinda! We know that not being able to log in can be so worrying, but we're thrilled to know that you were able to get the help you needed to get access to your account once again. We hope you'll be able to make some rewarding new discoveries as you pick up your research again, and we hope you have a lovely start to your week, too. 🙂
Reply from Ancestry.com
We're so glad you think so, Linda! Thank you very much for your kind feedback. 😊
I have found information on many of my DNA relatives
I have found information on most of my ancestors on all my lines except two several generations back. I think the ones I cannot find are due to incorrect information. I hope one day with new information coming online everyday that I will overcome this hurdle. I started researching m family before ancestry.com so I appreciate the time, travel, and expense that i have saved with this resource.
July 10, 2026
Unprompted review
Reply from Ancestry.com
Thanks so much for choosing ancestry to help you in your research over the years, Carolyn! We're glad to know you've been able to uncover a lot of fascinating details, and we hope that in time you'll be able to solve the brick walls you've encountered too. We appreciate that getting stuck on a specific line or too can be irritating, but as you say yourself, resources are being uncovered and digitized each and every day! We look forward to the future insights you could make, and we hope you have a lovely start to your week, too!
Reply from Ancestry.com
Hi BIlly! Thank you so much! We put a lot of heart into sharing the real stories of discovery, heritage, and connection that happen on Ancestry every day, so it means the world to hear that our campaigns resonated with you. We truly appreciate the support!
DENEIED MY REQUESTS TO CLOSED MY ACCOUNT
So I discovered that an account I closed 4 years ago is still being charged each month so I called to cancel the subscription and was told they cant find my account, no billing info, no receipts, and said that they cant help me. I asked for someone that could and was told there is no one that can close this account. So after talking to 3 different people they all refused or state they can't help me. I just want the payments to stop.
July 17, 2026
Unprompted review
Reply from Ancestry.com
Thanks for bringing this matter to our attention, Kevin. We're sorry to hear about the back-and-forth you've experienced when requesting to cancel your membership. We'll be in touch with you shortly to request some more information so we can review this in more detail. If possible, it would be great if you could provide us with your Ancestry username, which you'll be able to locate within your Account Settings page, as linked here: Ancestry.com/account.
We look forward to hearing from you again soon.
It is terrible that I have to do all of…
It is terrible that I have to do all of this before even being allowed on the site to do what I want.
July 17, 2026
Unprompted review
Reply from Ancestry.com
Hi Jason! We do appreciate any feedback our members wish to provide us. With that said, please rest assured that leaving feedback for us is entirely optional. If you're encountering any difficulty with getting logged in or accessing any particular tool or feature, please don't hesitate to reach out. Our support team is always happy to help! If that's ever needed, please don't hesitate to reach out via the link below. Thanks again!
Link: https://support.ancestry.com/s/contactsupport?language=en_US
Being able to trace ancestors by DNA…
Being able to trace ancestors by DNA back farther than 5th great grandparents thru ThruLines
July 17, 2026
Unprompted review
Reply from Ancestry.com
Terry, that is incredible to hear! We're thrilled to hear you've been able to trace your family roots that far back and wish you continued success with your research!
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