7 Replies Latest reply: Jul 28, 2012 8:23 PM by Montreal88
GENDAD Level 1 Level 1 (0 points)

Cannot login to ancestry with their app, it says contact support if the problem persists?


iPad (3rd gen) Wi-Fi + Cellular, iOS 5.1.1
  • 1. Re: Ancestry app issues
    deggie Level 8 Level 8 (46,535 points)

    I think they mean contact support at ancestry.com

  • 2. Re: Ancestry app issues
    davewor Level 1 Level 1 (10 points)

    I've had exactly the same problem for 2 days. There was no problem before.

    Ancestry support couldn't come up with an answer. They sent an email with more things to try.

    I have tried them all, for example, re-installing the app, changing password on the Ancestry website, but nothing works.

    I'm now stuck apart from contacting Support again. Anyone found a solution?

     

    iPad2, iOS 5.1.1

  • 3. Re: Ancestry app issues
    Montreal88 Level 1 Level 1 (10 points)

    I have had exactly the same problem for 4 days now. It all worked fine for several months before then. "an error has occurred" upon startup - what an insightful message! Cannot login either.

     

    I spoke with Ancestry support today and they said it is a known problem but that it is Apple's problem. They claim the app contacts Ancestry and then contacts Apple and that is where it is failing. Huh? They may be right but to this non techhie it sounds like a case of "pass the buck". I can just imagine how interested Apple is to try and sort this out.

     

    Uninstall and reinstall does nothing. Any help gratefully received!

     

    Cheers.

     

    iPad 3rd generation, Wifi and cellular, iOS 5.1.1

  • 4. Re: Ancestry app issues
    davewor Level 1 Level 1 (10 points)

    Thanks for this extra information. You have tried everything I have. I wonder if the problem started for all of us at the same time.

    It's ironic that I can log on to Ancestry from my iPad2 using the Internet in the normal way and view my tree that way, but the app has advantages. I can't see what else I can do. You got more from Ancestry Support than i did.

     

    I might try Apple Support if there is someone at the end of a phone somewhere.

  • 5. Re: Ancestry app issues
    Montreal88 Level 1 Level 1 (10 points)

    I was able to use it almost daily up until this past Saturday - July 14. Did Apple change something then? Who knows....

     

    Good luck with Apple Support and, if you do get a chance to check with them, please let me know how it went. Thanks!

     

    Cheers.

  • 6. Re: Ancestry app issues
    davewor Level 1 Level 1 (10 points)

    I have also been unable to log in since Saturday July 14 but it started working again like normal today.

    I have no idea who did what to put it right.

  • 7. Re: Ancestry app issues
    Montreal88 Level 1 Level 1 (10 points)

    Woo hoo! It's working again for me too. No idea what changed but am glad to see it working again.