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Ancestry renewal

ProfilePosted byOptionsPost Date

wisechild

wisechild Report 27 Oct 2013 07:18

My renewal was due 23rd October, All my payment details are exactly the same as last year & my payment card is valid until December, but I keep getting messages from Ancestry saying they are unable to renew until I update my card.
I don´t have another one.
Anyone else had the problem?
I have e mailed them without a response & will ring tomorrow if necessary, but I live in Spain, so it will cost.

Staffs Col

Staffs Col Report 27 Oct 2013 08:16

Try simply putting the same credit card details in to see if it accepts them - some billing/subscription systems do not retain full card details for security purposes

Mistycat

Mistycat Report 27 Oct 2013 11:03

I had same prob...called them, whilst on phone asked if there was any chance of a discount, after a little persuasion, eg I'm a long standing member etc, got 25% off worldwide annual membership and payed on the very card that would not work earlier!!!

Misty x

GlasgowLass

GlasgowLass Report 27 Oct 2013 11:39

I didn't even get an email from Ancestry reminding me that my sub was due for renewal.

Although I would have renewed it anyway, I only noticed yesterday that £155 payment has been taken from my credit card.

wisechild

wisechild Report 27 Oct 2013 13:39

No. I didn´t get a reminder either. First I knew was the e mail telling my they couldn´t accept my card.
Have tried just pressing "update card details" without altering anything & that just got me another e mail.
Never had this problem before in year2 of the card life.
Will try your method tomorrow Mistycat.

Irene

Irene Report 27 Oct 2013 14:57

I would email them first, you can use the to contact. I just had one last night /this morning from Genes, stating my membership had expired, well, they should have taken it out but I didn't want to send any further details just to be safe. I told them they should have taken my money and to please check first. Just received an email from Genes they have received payment. So be very careful when you send details. Go onto the site you usually do not one linked to an email.

Take care and enjoy
Irene

Staffs Col

Staffs Col Report 27 Oct 2013 15:09

I totally agree Irene - I've had an e-mail saying my Paypal account has been suspended and to provide new card details - er I don't have a Paypal account

wisechild

wisechild Report 29 Oct 2013 07:21

Just had a reply to my e mail saying that my membership will lapse in the next few days unless i give alternative card details.
Spent 15 minutes on the phone yesterday without succeeding to speak to anyone(they were all busy :-S)
Have e mailed back to say that I use the card on at least a weekly basis, there isn´t anything wrong with it . I don´t have another one, so the problem must be at their end & that after being a member for many years, if my membership is lapsed, I will not be bothering to renew.

Pam

Pam Report 29 Oct 2013 09:06

Staffs Col

Forward the e-mail to Paypal...it is probably a scam. They have a department that deals with this sort of thing.

Edit:

If you think you have experienced PayPal fraud or received a PayPal scam via email (e.g. a fake email pretending to be from PayPal), forward the entire email to spoof@paypal.com, and delete it from your email account.

wisechild

wisechild Report 30 Oct 2013 13:01

Well.!!!!!
It obviously pays to persist.
Got another e mail from Ancestry this a.m telling me I need to take out a new subscription......have been a member since Dec 2005.. :-S :-S :-S
Phoned again & spoke to a very helpful young man who not only sorted the whole problem in 3 minutes flat, but gave me a 25% discount on my annual premium membership and dated it from today, which effectively means that I have also got a free week.
Result!!!!