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- Ancestry
About Ancestry
Ancestry is a global family-history, genealogy, historical-records, and consumer-DNA company headquartered in Lehi, Utah. The platform helps people research ancestors, build family trees, search historical documents, connect with relatives, preserve family information, and use DNA testing to learn more about family origins and genetic relationships. Ancestry describes itself as the global leader in family history.
The company has built one of the world’s largest collections of genealogical information. Current 2026 Ancestry career materials report more than 65 billion historical records, more than 3.5 million subscribers, and more than 27 million people in its DNA network. Its services combine historical documents, family-tree technology, DNA matching, artificial intelligence, archival digitization, and professional genealogical research.
Ancestry is privately held. Blackstone completed a $4.7 billion acquisition of Ancestry in December 2020, with Singapore sovereign wealth fund GIC retaining a significant minority interest. Current President and CEO Howard Hochhauser took over the role in February 2025 after previously serving as Ancestry’s CFO and COO.
Quick Information
Corporate Phone Number
Ancestry does not prominently publish a separate public corporate-headquarters switchboard.
For U.S. member and Customer Support:
1-800-401-3193
Customer Service Number
1-800-401-3193
Current U.S. support hours
Seven days a week: 7:00 AM to 11:00 PM ET.
Corporate Office Address
Ancestry
1300 W. Traverse Parkway
Lehi, UT 84043
United States
Headquarters Address
Ancestry
1300 W. Traverse Parkway
Lehi, UT 84043
United States
Current Ancestry job listings continue to identify 1300 West Traverse Parkway as a major Lehi corporate location.
Customer Solutions Mailing Address
Ancestry.com Operations Inc.
Attn: Customer Solutions
1300 W. Traverse Parkway
Lehi, UT 84043
United States.
Ancestry primarily directs U.S. customers through its Help Center and telephone support instead of publishing one universal plain-text Customer Service email.
Support:
Industry
Genealogy, Family History, Consumer Genomics, Historical Records, Digital Archives and Subscription Technology
Current CEO
Howard Hochhauser
Howard Hochhauser became:
President and Chief Executive Officer
effective:
February 1, 2025.
Ownership
Privately held
Blackstone private-equity funds acquired control of Ancestry in 2020, while GIC retained a significant minority stake.
Acquisition Value
$4.7 billion enterprise value.
Historical Records
65+ billion records
Current 2026 Ancestry employment materials use this scale for the company’s historical-record collection.
Subscribers
3.5+ million subscribers.
DNA Network
27+ million people
Ancestry describes its DNA network as the world’s largest consumer DNA network.
Revenue
Ancestry CEO Howard Hochhauser’s current corporate biography states that company revenue grew to:
More than $1.3 billion in 2024.
Number of Employees
Ancestry does not currently publish a precise total global employee count prominently on its corporate homepage.
Current careers listings show operations across Utah and numerous other U.S. and international locations.
Corporate Office Hours
Ancestry does not publish standard public walk-in hours for its Lehi headquarters.
U.S. Customer Support is available seven days a week from 7:00 AM to 11:00 PM ET.
Website
Careers Page
Investor Relations
Not applicable in the conventional public-company sense.
Ancestry is privately held.
Ancestry Products & Services
Ancestry provides a large family-history ecosystem combining historical records, family trees, consumer DNA testing, archival databases, professional genealogy, military records, newspaper archives, cemetery information, and related services.
Ancestry Family History
Ancestry’s core service allows customers to search billions of historical records and connect those records to relatives in a family tree.
Records can include census documents, birth records, marriage records, death records, immigration information, military records, directories, and other archival collections.
Family Tree Builder
Members can create digital family trees showing parents, grandparents, children, spouses, siblings, and other relatives.
Historical records, photographs, stories, DNA matches, and other information can be attached to individuals in a tree.
Historical Records Search
Ancestry provides searchable digital access to one of the world’s largest family-history record collections.
Current Ancestry materials report more than 65 billion records, with additional historical material continually digitized and indexed.
AncestryDNA
AncestryDNA is the company’s consumer genetic-testing service.
Customers submit a saliva sample, which is analyzed to provide ancestry information, DNA matches, geographic origins, and other genealogy-related genetic insights.
DNA Matches
DNA Matches help customers identify other AncestryDNA users who share detectable segments of DNA.
These matches can help users identify relatives, confirm branches of family trees, and research unknown family relationships.
Ethnicity and Origins
AncestryDNA provides estimates and geographic insights intended to help customers understand ancestral origins.
The results can evolve over time as Ancestry updates its reference populations, scientific models, and data.
AncestryDNA Traits
Traits uses DNA information to provide insights about selected personal characteristics.
Ancestry scientists develop statistical models using genetic information and customer research responses to explore relationships between genes and traits.
Ancestry Memberships
Ancestry sells subscription memberships that provide different levels of access to historical records and related services.
Subscription options, billing periods, record collections, and prices vary by plan and current offer.
All Access Membership
Ancestry can bundle expanded family-history access with related services such as Newspapers.com and Fold3.
Current cancellation terms specifically recognize subscriptions containing these additional services.
Ancestry Pro Tools
Pro Tools provides additional features for users who want more advanced family-tree research and organization capabilities.
It can be offered as an add-on subscription depending on the customer’s current account and market.
AncestryProGenealogists
AncestryProGenealogists is Ancestry’s professional genealogy research service.
Professional researchers can investigate family histories, trace difficult ancestral lines, search specialized records, and prepare research findings for clients.
Newspapers.com
Newspapers.com provides searchable digitized newspaper archives.
Customers can use historical newspapers to locate obituaries, marriage announcements, local events, advertisements, family news, and other information useful for genealogy.
Fold3
Fold3 specializes in military records and military-history collections.
Its records can cover service members, wars, military units, pension records, enlistments, and other military-related historical material.
Find a Grave
Find a Grave is an online cemetery and memorial database within the Ancestry family of services.
Users can search burial information, photographs, memorial pages, cemetery records, and family connections.
Geneanet
Geneanet is a genealogy and family-tree platform with a particularly strong European user community.
Ancestry agreed to acquire the French genealogy company in 2021 to expand its international family-history network.
Archives.com
Archives.com provides access to selected genealogical and historical records.
It operates as another family-history service within the broader Ancestry ecosystem.
Family History Mobile App
Ancestry offers mobile applications that allow customers to access family trees, records, hints, DNA information, photographs, and other research tools from smartphones and tablets.
Archival Digitization
Ancestry operates large-scale digitization programs that preserve and index historical documents.
Current careers listings include archival digitization, imaging, document preservation, and AI document-understanding positions across the United States.
AI Document Understanding
Ancestry increasingly uses artificial intelligence and machine learning to interpret historical documents and extract information from digitized records.
Current engineering and research roles focus specifically on AI-powered document understanding and historical-record analysis.
Subscription Cancellation
Ancestry allows customers to cancel memberships through Account Settings.
Customers should continue through the cancellation process until they receive a cancellation confirmation number and email.
DNA Kit Returns and Refunds
Ancestry provides refund procedures for qualifying unused DNA-test kits.
Customers seeking a DNA-kit refund should contact Member Services and may be required to return the kit.
Ancestry Corporate Phone Numbers
Corporate Phone Number
A separate universal public headquarters switchboard is not prominently published.
Corporate Headquarters Number
Not publicly listed as a separate general corporate number.
Headquarters Number
For customer routing:
1-800-401-3193
Corporate Office Number
Not separately publicly listed.
Customer Service Number
1-800-401-3193.
Member Services Number
1-800-401-3193
U.S. Support Hours
7:00 AM to 11:00 PM ET
Seven days a week.
AncestryDNA Replacement Kit Number
1-800-958-9124
This number is specifically published in Ancestry’s current renewal and cancellation terms for replacement U.S. DNA kits.
TTY Support Number
1-800-240-7608
Ancestry instructs TTY users to ask a Communications Assistant to dial this number.
Subscription Cancellation Support
1-800-401-3193
Customers can also cancel eligible subscriptions through Account Settings.
Billing Number
Ancestry does not publish a separate universal billing-only number.
Billing and subscription issues can be handled through:
1-800-401-3193
Refund Support Number
1-800-401-3193
Refund eligibility depends on the subscription or product and applicable cancellation terms.
Canada Customer Service
1-800-958-9073
Current hours
Seven days a week, 9:00 AM to 11:00 PM ET.
United Kingdom Customer Service
+44 800 032 6469.
Ireland Customer Service
1-800-303-667.
Australia Customer Service
+61 800 979 547.
Investor Relations Number
Not applicable.
Ancestry is privately held.
Media / Press Number
Ancestry does not prominently publish one permanent consumer-facing media telephone number.
Media inquiries are handled through its corporate Newsroom and communications team.
Human Resources Number
Ancestry does not publish one universal public HR phone number for applicants.
Careers
Emergency / After-Hours Number
Ancestry does not operate a public emergency hotline.
How to Reach a Real Person at Ancestry
For U.S. subscription, DNA, billing, account, family-tree, technical, or record-search assistance, call 1-800-401-3193. Live support is currently available seven days a week from 7:00 AM to 11:00 PM Eastern Time. Have the account holder’s name, account email, subscription type, order information, and any case or confirmation numbers available before calling.
For cancellation issues, customers can also go to Account Settings, select the applicable membership, choose Cancel membership or Cancel trial, and continue through the process until a confirmation number is issued. For a replacement DNA kit, the specifically published U.S. DNA support number is 1-800-958-9124.
Ancestry Headquarters & Corporate Office Address
Ancestry’s current principal Utah headquarters
Ancestry
1300 W. Traverse Parkway
Lehi, UT 84043
United States
Current Ancestry employment postings continue to use this address.
Lehi Headquarters
1300 W. Traverse Parkway
Lehi, UT 84043
Ancestry has maintained its central Utah corporate presence for many years and continues to recruit numerous technology, product, AI, science, and research roles in Lehi.
Customer Solutions Address
Ancestry.com Operations Inc.
Attn: Customer Solutions
1300 W. Traverse Parkway
Lehi, UT 84043.
Legal Department Address
Formal notices under Ancestry’s terms should be sent to:
Ancestry Legal Department
1300 W. Traverse Parkway
Lehi, UT 84043.
Current President and CEO
Howard Hochhauser
He became President and CEO in February 2025 after serving in senior financial and operating roles at Ancestry since 2009.
Current Business Scale
Current 2026 company materials report:
65+ billion historical records
3.5+ million subscribers
27+ million DNA-network participants.
Current Ownership
Ancestry remains privately held.
Blackstone acquired control in December 2020 for an enterprise value of:
$4.7 billion
with:
GIC retaining a significant minority investment.
Current Revenue Scale
Howard Hochhauser’s official biography states that Ancestry reached:
More than $1.3 billion in 2024 revenue.
Current Employment Presence
Ancestry’s active 2026 U.S. recruiting includes roles associated with:
Lehi, Utah
Draper, Utah
Scottsdale, Arizona
Boston, Massachusetts
Detroit, Michigan
Philadelphia, Pennsylvania
and additional locations.
How to File a Complaint Against Ancestry
Customers may need to file complaints involving subscription renewals, unexpected charges, cancellation, DNA kits, refunds, family-tree access, account problems, privacy, or Customer Service. Keep account emails, order numbers, billing statements, cancellation confirmation numbers, support messages, and screenshots before escalating.
Step 1: Contact Ancestry Support
Call 1-800-401-3193 and explain the issue clearly. Provide the email associated with the account, subscription or DNA order details, billing dates, and relevant confirmation numbers. If the complaint concerns cancellation, state when the cancellation was submitted and whether a confirmation number or email was received. Ask the representative to document the complaint and provide any available case reference.
Step 2: Review Subscription and Cancellation Records
For membership complaints, sign into Account Settings and verify the subscription status. Ancestry’s current cancellation procedure specifically instructs customers to continue until they receive a cancellation confirmation number. Keep that number, confirmation email, screenshots, and renewal notices because they provide important documentation if a future billing dispute occurs.
Step 3: Request Additional Customer Relations Review
If initial support does not resolve the matter, request further review through Ancestry’s Customer Solutions team. Provide previous case information, billing records, DNA-kit details if relevant, and a concise timeline showing what happened. If the issue involves a DNA kit refund or replacement, use the specific procedures in Ancestry’s current renewal and cancellation policy and retain shipping or return information.
Step 4: Send Formal Written Correspondence
For a serious unresolved complaint, written correspondence can be sent to Ancestry.com Operations Inc., Attn: Customer Solutions, 1300 W. Traverse Parkway, Lehi, UT 84043. Formal legal notices can be addressed to the Ancestry Legal Department at the same street address. Include your name, account email, order or subscription details, prior support history, dates, and requested resolution.
Step 5: Use the Appropriate External Complaint Process if Necessary
If a consumer issue remains unresolved, the appropriate external route depends on the dispute. Billing matters can involve the payment-card issuer, while consumer complaints may be submitted to a state Attorney General or consumer-protection authority. Privacy and personal-data complaints may involve the regulator responsible for applicable privacy law. Keep billing records, cancellation confirmation, correspondence, and Ancestry’s responses before escalating.
