A:Yes! This call center operates 24 hours a day, 7 days a week.The least busy day is Saturday, and the most busy day is Monday.Schedule a call when it's convenient for you.
Q:
How long will I wait on hold?
A:The average hold time is 2 minutes and 40 seconds.The longest hold times are on Friday, and the shortest are on Sunday.You can skip the hold time for free.
How do I get through the phone menu to a live person?
Consider using our free service that calls and talks to customer service for you, then sends you a report. Or use our free service that waits on hold and tells you when a human rep is on the line. But if those options don't appeal to you, our team has also documented the phone menu for Ancestry.com below.
Our AI powered phone can dial, navigate the phone menu, wait on hold, and even talk to customer service for you, for free. You don't even need to learn about the path through the various phone options.
That same, free GetHuman Phone can call and navigate the menus and wait on hold for you, but you can opt to do all the talking. We notify you when a rep is on the line and ready to talk, so no need to worry about changing menu options and weaving your way through the maze.
Of course, we completely understand if you prefer to do all the dialing, waiting, and talking yourself. All of these free tools are optional.
GetHuman researchers routinely call this Ancestry.com phone number to document the phone system.
Here is how our research team describes the way the Ancestry.com phone system greets you: For DNA products and services, press 1. For family services or any other products, press 2.
Here is our latest tip for weaving through the phone menu to get to a real person the fastest:Press 3 then 4
Below are some clips we've found from Ancestry.com's phone menus and tips that help give an idea of what you will encounter when you call. We've highlighted why they are important as well:
Heard when the phone system first answers
"Thank you for calling Ancestry. For quick about ancestry DNA products and services, press one.
For family history or any other products or services, press if you are calling to purchase a DNA kit, press one."
Excerpt from a call with Ancestry.com
Friday, January 5, 2024 4:33 PM
They may ask your reason for calling (instead of a menu)
"Thank you for calling ancestry. For questions about ancestry DNA products, and services, if you are calling to purchase or upgrade, your call may be monitored or recorded for quality or training purposes.
Good morning. Thank you for calling Ancestry. My name is David. How can I help you today?"
Excerpt from a call with Ancestry.com
Thursday, March 7, 2024 2:55 PM
They may ask you to enter information with the dial pad
"Thank you for calling Ancestry.
Your call will be recorded and analyzed for quality and training purposes.
For questions about ancestry DNA products and services, press one.
For family history or any other products or services, press two.
You have reached Ancestry's cancellation menu.
Please enter the first six digits of the credit card associated with your account."
Excerpt from a call with Ancestry.com
Tuesday, May 7, 2024 8:15 PM
The first phone menu
"Thank you for calling Ancestry. Your call will be recorded and analyzed for quality and training purposes.
For questions, about our family history subscriptions, press one.
For questions about our DNA products, press two."
Excerpt from a call with Ancestry.com
Wednesday, June 25, 2025 9:55 PM
After you press 1
"If you are calling to purchase a DNA kit, press one.
For account information or product support, press two."
Excerpt from a call with Ancestry.com
Friday, June 14, 2024 6:11 PM
After you press 2
"If you are calling to purchase or upgrade, press one.
To cancel your subscription, press two.
For account information or product support, press three."
Excerpt from a call with Ancestry.com
Thursday, May 2, 2024 5:20 PM
After you press 3
"Sorry. I did for questions about ancestry DNA products and services, press one.
For family history or any other products or services, press two."
Excerpt from a call with Ancestry.com
Monday, March 25, 2024 4:16 PM
What are the hours and when should I call?
Ancestry.com operates the call center for this 800-262-3787 phone number 24 hours, 7 days.The short answer is that you should call on a Sunday.This observation and the following section are based on analysis of a sample set of 2,860 calls made in the last 90 days using our free, web-based phone (see above).
Call when they- and you- are open
When you use our free AI-powered phone to call and talk, wait on hold, or navigate for you, you can also schedule the call with Ancestry.com at a time when they are open and when it works for you. We will confirm you are ready before placing the call, just in case. That means you can "set it and forget it" ahead of time.
An important note: busy times vs hold times vs best time to call
When we refer to busy or less busy times, we are talking about the volume of calls. The busiest times are when the most people are calling this Ancestry.com phone number (least busy times have fewer people calling). This high call volume does not necessarily mean that you will have a long hold time when you call. Companies like Ancestry.com staff their call centers differently based on the time of day and day of the week, so you may experience a shorter wait on hold at the busiest of times. When we refer to the best time to call, we are referring to the optimal combination of lower call volume and shorter wait times.
The least busy time to call
The least busy day to call Ancestry.com is Saturday.The most busy day to call is Monday, which averages 80% more phone calls by comparison.Again, this is based on a sample of 2,860 calls made with our AI-powered, web-based phone in the last 90 days.
Sun
Mon
Busiest
Tue
Wed
Thu
Fri
Sat
Quietest
The shortest wait on hold
We measured the shortest hold times to be on Sunday.The longest wait in the queue on average occurs on Friday, which is 355% longer than the minimum.As you can see, there is more fluctuation in hold time over the course of the week than there is in call volume.
In summation, the best day to call Ancestry.com is Sunday.It isn't the least busy day, but the fact that hold times are shortest combined with it being on the busy side tells us that Ancestry.com staffs up on Sunday to handle the higher call volume, and that makes it the best time to call.
I had a question about Ancestry.com I wanted to get an answer for before purchasing a membership, so I called their customer service line. I wanted to know more about how the online service worked, and if I had to worry about compatibility issues or moving between computers. As a traveler by nature, I'm frequently on the move, so I wasn't sure how this would affect my access to the product.
While this may be an unusual issue, I'm sure there are tons of reasons why people call Ancestry.com. From questions about the family tree results to queries about the DNA testing portion of the website (which is amazing), there are many potential hurdles to navigate before diving into tracing your family genealogy. That's why it surprised me so much that I was able to get to a customer agent in around a minute. I had to navigate through a couple of directories, but both were short and it was quick enough that I was talking to the agent before I had any time to really get stressed about the task.
When I got through, a recorded voice said, "Thank you for calling Ancestry" and then immediately launched into a directory listing instructing me, "For questions about Ancestry DNA products and services, press 1. For family history or any other product or services, press 2." I chose 2 since my question seemed to fall into the other category and was given a new list of options.
This time, the recorded voice stated, "If you're calling to purchase or upgrade your subscription, press 1. To cancel your subscription, press 2. For account information or product support, press 3. I chose the first option since I had some questions about accessibility from other countries and locations.
Immediately after making my selection, a recorded message stated, "Your call may be monitored or recorded for training purposes." Instantly, classical music started playing. However, before I even had time to put the phone on speaker, a representative picked up. It took just one minute to get to an agent, which was pretty impressive.
The only thing that diminished the experience was that the representative had such a thick accent that I couldn't catch their name. I had to listen carefully in order to understand them, but they were able to answer my questions. I just needed them to repeat themselves a few times along the way.
Adam has been tirelessly trying to help customers find the best tips and tricks to get through phone trees and writing many guides for prickly customer service problems. He's been featured in the Wall Street Journal, Inside Edition and Bloomberg.
Why Customers Call Ancestry.com
If you have time to do a bit of reading before you call Ancestry.com, we recommend you read over some of our problem-specific articles.
Click the link above to get answers to just about any Ancestry.com customer service question, including step by step guides for the most complex issues. You can also detail a new issue and get answers instantly.
Below is a sample of recent calls to Ancestry.com, and their purpose. Are any of these similar to the reason you are trying to call?
Seeking help with ancestry: "I don't know what I'm doing."
- From a call lasting 9m 16s , Jul 10, 2025 6:18 PM
Account access issues: "But when I put in my current email, it says, you have an account, but with the wrong email."
- From a call lasting 17m 47s , Jul 9, 2025 7:53 PM
Billing issue after trial: "I'm trying to find out why money just came out my account."
- From a call lasting 15m 54s , Jul 9, 2025 6:23 PM
Change email and password: "I'd like to change my email address and my password."
- From a call lasting 9m 2s , Jul 9, 2025 1:37 PM
Cancel subscription request: "I need to cancel my subscription so it doesn't automatically renew."
- From a call lasting 17m 12s , Jul 7, 2025 8:14 PM
Research issue assistance: "I can't get my goddamn research to work."
- From a call lasting 3m 23s , Jul 5, 2025 6:29 PM
Information about why customers call Ancestry.com is extracted from issues that customers have reported to GetHuman.
Corresponding with a customer service department by email may not be your first choice, especially if your issue is urgent or time-sensitive. But email is a nearly ubiquitous form of communication, and Ancestry.com will reply our your email.
As a last, sometimes only, resort- Ancestry.com customer service can be accessed through their website. This can entail digging through help articles before finding a form and "being allowed" to submit a problem to their team, and rarely leads to a real-time conversation, which is why GetHuman does not recommend this unless it's the only way.
Conclusion and closing notes
This is Ancestry.com's best phone number, the real-time current wait on hold and tools for skipping right through those phone lines to get right to a Ancestry.com agent. This phone number is Ancestry.com's best phone number because 6,114 customers like you used this contact information over the last 18 months and gave us feedback. Common problems addressed by the customer care unit that answers calls to 800-262-3787 include Cancel Subscription, Missing Test Results, Setup Service, Account Access, Problem With Ancestry DNA and other customer service issues. Rather than trying to call Ancestry.com first, consider describing your issue first; from that we may be able to recommend an optimal way to contact them via phone or email or web. In total, Ancestry.com has 1 phone number. It's not always clear what is the best way to talk to Ancestry.com representatives, so we started compiling this information built from suggestions from the customer community. Please keep sharing your experiences so we can continue to improve this free resource.
GetHuman does not provide call center services or customer support operations for Ancestry.com. The two organizations are not related. GetHuman builds free tools and shares information to help customers of companies like Ancestry.com. For large companies that includes tools such as our GetHuman Phone, which allows you to call a company but skip the part where you wait on the line to get a live human rep. We continue to work on these tools to help customers like you (and ourselves!) navigate the messy phone menus, hold times, and confusion with customer service. As long as you keep sharing it with your friends and loved ones, we'll keep doing it.
