How to Contact Ancestry Support (Phone, Chat, and Email)

When you hit a brick wall with your DNA kit or can’t access your account, you need a human, not a help bot.

While Ancestry encourages users to use their online Help Center, there are still direct ways to contact them. However, it is important to know that AncestryHealth has been discontinued, so there is no longer a dedicated support line for health upgrades.

Here are the verified ways to reach Ancestry support as of 2026.

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Ancestry Customer Support Phone Numbers

If you prefer to speak to a person, you can call their toll-free line. This single number now handles both DNA inquiries and General Account questions (billing, family trees, etc.).

US Toll-Free: 1-800-262-3787 (1-800-ANCESTRY)
Hours: 9:00 AM – 11:00 PM EST, 7 Days a Week

International Support Numbers

If you are calling from outside the United States, use the dedicated line for your region to avoid international calling fees:

Country	Phone Number
United Kingdom	0800 404 9723
Canada	1-800-958-9073
Australia	1800 251 838
New Zealand	0800 442 100

Pro Tip: Call volumes are highest on Monday mornings. For the shortest wait times, try calling mid-week between 2 PM and 4 PM EST.

How to Contact Ancestry via Live Chat (Fastest Method)

For many issues (especially simple ones like “Where is my refund?” or “Reset my password”), Live Chat is significantly faster than calling.

Go to the Contact Page: Visit the Ancestry Support Center.
Click the Chat Bubble: Look for the small chat icon in the bottom-right corner of the screen.
Bypass the Bot: The “Virtual Assistant” will try to answer you first. To reach a human, type “Speak to Agent” or “Representative” into the chat window.
Wait Time: usually less than 5 minutes.

Is There an Email Address?

Direct email support is no longer the primary standard.

In the past, you could email [email protected], but responses today are often automated or extremely slow (taking 3-5 days). Ancestry has shifted its focus to Live Chat and Phone support for faster resolution.

If you absolutely must send a written message (for example, to document a billing dispute), you should use the official contact form on their corporate site rather than sending a direct email, as this ensures your ticket is routed to the correct department.

When to Contact Support

Before you call, check if your issue can be solved instantly:

Lost Password: Use the Reset Password tool instead of calling.
Cancel Subscription: You can cancel online without speaking to an agent.
Kit Status: If you are just wondering where your kit is, check the tracking status in your dashboard first. Support agents see the exact same status bar you do.

Conclusion

For the fastest service, we recommend using the Live Chat feature on weekdays. If you have a complex issue involving billing or a lost DNA kit, calling 1-800-262-3787 is your best bet for a resolution.