If an Ancestry charge looks different than you expected, here are some possible reasons why:

• Applicable taxes were added based on your billing address.
• You may have a different membership or billing cycle than you thought. What membership and billing cycle do I have?
• You may have multiple memberships. Which memberships do I have?
• Your promotional discount period may have ended, and you were charged the standard rate.
• If billed in a different currency, your financial institution or credit card company may have charged a currency conversion fee. Contact them to learn more.
• DNA add-ons, like gift wrapping and priority processing (where available and selected), may have been selected during checkout. See your order history for more details. 
• DNA shipping charges were added (if not included in the list price), or extra fees may have been applied for expedited shipping (where available and selected) or the purchase of multiple DNA kits. See your order history for more details. 
• You may have purchased something from one of our other brands. 

If none of these reasons apply, and your membership is billed through Ancestry, or you bought a DNA kit from Ancestry, contact us for help. 

If none of these reasons apply, and you’re billed through another company or bought a DNA kit from another seller, contact them for more information about the charge.

If you were charged after canceling your Ancestry membership(s), here’s why it might have happened: 

• Membership was canceled too close to renewal. Some billing providers require you to cancel at least 24 hours before your next billing cycle starts. If you were billed through Ancestry, read our Renewal and Cancellation Terms. Otherwise, contact your billing provider for details. Find out who bills you for Ancestry.
• Membership was paused, then resumed. If your membership was paused for a month or two, payments could have resumed when you unpaused it or on the “Renews on” date listed in your account settings during your pause. Not all memberships can be paused. If you paused one membership but had another active membership, you might have been billed for the other active membership. Learn more about Pausing a Membership or read our Renewal and Cancellation Terms.
• Membership is still active. Your membership might not have been fully canceled and may still be active. Check if your membership is still active and cancel if needed.
  • If you cancel your membership, check your inbox for a cancellation confirmation email from Ancestry or your billing provider—without one, your membership likely isn't canceled. If you were charged after receiving a cancellation confirmation number, contact us for help.
  • Uninstalling the Ancestry app does not cancel Ancestry memberships.
• Multiple memberships are not canceled. You might have more than one membership (on a single account or across multiple accounts) and only canceled one. Make sure each membership is fully canceled to stop future charges.
• Multiple Ancestry accounts. If you’ve been charged but don't see a paid membership in your account settings or recent charges in your order history, you may have more than one Ancestry account. Contact us for help finding any other accounts you have.
• Early termination fees. Some memberships have early termination fees. You may have been charged an early termination fee if you canceled before the end of your membership. Check your order history and read our Renewal and Cancellation Terms for more details.

If you notice a charge from Ancestry but don’t have an account, it’s possible that someone else, like a partner or family member, set up an account and membership using your/shared payment information. We recommend checking with anyone who might have access to your payment details to see if this is the case.

For Ancestry memberships: 

Refunds are subject to your billing provider’s refund policies.

1. Find out who bills you for Ancestry.
2. Find your membership, membership status, and billing cycle details.
3. Select the company you’re billed through from the list below.
   • Ancestry
   • Apple iTunes
   • Google Play

For DNA kits:

Refunds are subject to the seller’s refund policies. 

For DNA kits bought from Ancestry, see Returning a DNA Kit for a Refund. 

For DNA kits purchased elsewhere, select the seller below:

• Amazon

Only authorized sellers are listed above. If your seller isn’t listed, contact them directly.

For more details, read our Renewal and Cancellation Terms.

You can modify your membership at any time. For help changing your membership, select what best describes what you want to do:

• I want to upgrade my membership
• I want to downgrade my membership

To cancel a membership billed through Ancestry, see Canceling a Membership. 

To cancel a membership billed through a third party, like your device’s app store, see Managing a Membership Purchased in the Ancestry App.

To keep your Ancestry membership active and provide uninterrupted service, we can securely receive and update your payment information if your card issuer gives us the new details.