Follow the steps below if you're having any of these problems:

• Broken or missing buttons
• Missing tabs
• Pages not saving
• Pages not loading, loading slowly, or displaying incorrectly
• Difficulty staying logged in
• Page errors, including third-party storage error messages
• Documents or images not displaying
• Unknown errors
• Problems accessing records you should be able to see
• Pages that are temporarily unavailable

After each step, check to see if the problem has been fixed. If it hasn't, move on to the next step.

1. Make sure you're using a recommended browser. If you're on a computer, this means Google Chrome or Mozilla Firefox . If you're using a phone or tablet, this means Safari (for iPhones and iPads) or Google Chrome (for iPhones, iPads, and Androids). 
2. Check that the recommended browser is up to date. Go to your browser's settings to find your current version and the option to update. For help, read Finding and Updating Your Browser Version. 
3. In the recommended browser, clear your cache and cookies. Once you've done this, close the browser completely and open it again.
4. Disable your browser extensions.
5. Temporarily disable your security software. Security software can cause some websites to not load correctly, so disabling temporarily can help you see if this is the problem. If you disable your security software and the problem resolves, you'll need to add Ancestry as an exception. For help, contact the security software company.

If you're getting a 404 error and the steps above didn't work: If you're accessing the page from a list of bookmarks or favorites, try navigating to the page from a different page on the site. If that works, replace your bookmark or favorite with the current page URL. If it doesn't work, please submit your feedback about the broken page.

Other problems

• Not getting Ancestry emails
• Correcting mistakes in your tree
• Problems with AncestryDNA®
• Resetting a forgotten password
• Family Tree Maker problems
  

Frequently asked questions

What if I can’t update my browser?

If you’re using a browser that can’t be updated because your device or operating system is too old, consider switching to a supported device or updating your device’s software (if possible).

Browsers that can't be updated may be unreliable and unsafe. Certain features on Ancestry may have reduced functionality or may not work at all in an outdated browser. We recommend following your device manufacturer's guidance for updating and maintaining your device to keep your browser up to date.