Signing in
Forgotten password
If you're creating a free Ancestry® account and find that your email address is already in use, or if you’ve forgotten your password, try resetting your password.
Unknown username
If you're unsure of your username, try signing in with your email address or see Finding Your Username for help.
Shared email account
To use Ancestry®, each person needs their own email address and account. If you share an email address with someone and they already used it for Ancestry, make a new email address for free and use that to create your Ancestry account.
Registration problems
Registration code doesn’t work
- If your registration code has more or less than 15 characters, make sure your DNA test is from Ancestry, not another company.
- Registration codes have alternating letters and numbers in them. If you’ve entered three numbers or letters in a row, check the middle character. For example, make sure you don’t have the number “5” entered as the letter “S.”
- Don't type the dashes in the code, just the numbers and letters. The dashes will be added automatically.
- If you do these things and still need help, contact us.
Lost registration code
If you mailed in your sample before registering your kit and no longer have the instruction booklet with the registration code, contact us.
Blank page or page error
If you see a blank page or an error on the page, follow the steps in Fixing Display or Download Problems and try again.
Sent in a kit without registering it and threw away the registration code
The registration code links a DNA test to an Ancestry account. If a test wasn’t registered and the code is permanently gone, we’ll need to send you another test. Contact us to request a free replacement kit.
Sent in a kit without registering it and still have the registration code
Even if you sent in your sample a while ago, you can still register your kit if you have the registration code.
Can’t find the registration code
Registration codes are 15 digits long and have alternating letters and numbers in them. Your code is printed on the side of your tube as well as on your instruction booklet.
Registration code already in use
If your DNA results are ready and you're trying to access them, or if you're trying to check the status of your test, you do not need to enter your registration code again. You can see your results or your status from your DNA homepage. If prompted, sign in to your account.
If you’re trying to register a kit and see this message, make sure you’re entering the correct code for your kit. If more than one person is registering and collecting a saliva sample now, use the code found on your tube and instruction booklet. If someone else used your code by mistake, contact us for help.
Invalid code
AncestryDNA registration codes are 15 digits long and have alternating letters and numbers. If you’ve entered three numbers or letters in a row, check the middle character. For example, make sure you don’t have the number “5” entered as the letter “S.” If your registration code doesn't have 15 characters, make sure your DNA test is from Ancestry, not another company.
Enter a birth year within the past 120 years
Make sure you’re entering only the year, not the day or month. Entering the day or month first can cause this message.
A page or button doesn’t work
If pages don’t load or buttons aren’t working while registering a kit, make sure there are no error messages on the page. If there are, re-enter your information. If not, follow the steps in Fixing Display or Download Problems and try again.
Changing information you entered when activating
To change something you entered or selected when registering, choose what you want to do:
Kit problems
The blue solution doesn't release into the bottom of the container
Remove the cap and twist it on again tightly; repeat until the blue solution is released. If the blue solution spills out of the container completely, contact us to request a free replacement kit.
Lost plastic bag
Place the test in a Ziploc-type bag and place the bag in the return box.
Lost or damaged kit
If a kit or saliva sample is lost or damaged, we’ll send you another one for free. Contact us to request a free replacement kit.
No registration confirmation email
If you didn’t get an email after registering your kit, make sure you completed the registration process. You can check whether your kit was registered by signing into your account and clicking the DNA tab, then choosing AncestryDNA® or Your DNA Results Summary.
- If the page displays a DNA ad and your profile is in the top-right corner (which means you’re signed in), your test may not be registered; try registering your kit again.
- If the page displays a status bar with the word registered highlighted, your test was registered successfully.