When is FamilyTreeDNA customer support available?
FamilyTreeDNA customer support is available by phone and chat on Monday, Wednesday, and Friday, from 9:00 AM to 5:00 PM Central Time (CT). Support tickets are answered Monday through Friday. On Tuesday and Thursday, phone and chat support are closed and the entire support team works only on tickets. FamilyTreeDNA customer support is also closed on company holidays, including Thanksgiving Day and the day after, Christmas Eve, and Christmas Day.
When can I call or chat with FamilyTreeDNA customer support?
You can call or chat with FamilyTreeDNA customer support on Monday, Wednesday, and Friday, from 9:00 AM to 5:00 PM Central Time (CT), except on company holidays. Phone and chat support are closed on Tuesday, Thursday, Saturday, and Sunday.
The support phone number is 713-868-1438, and they can submit a ticket from familytreedna.com/contact. https://www.familytreedna.com/contact
When are FamilyTreeDNA support tickets answered?
FamilyTreeDNA customer support answers tickets Monday through Friday, except on company holidays. On Tuesday and Thursday, the entire support team works only on tickets. A ticket submitted on a Saturday or Sunday is answered starting Monday.
Did the FamilyTreeDNA support schedule change, and why?
FamilyTreeDNA changed its customer support schedule on Monday, November 9, 2026. Phone and chat support moved to Monday, Wednesday, and Friday, and Tuesday and Thursday became dedicated ticket days.
FamilyTreeDNA changed the support schedule because the number of customer questions has grown. Separating live support days from ticket days lets the support team give phone calls and chats its full attention on Monday, Wednesday, and Friday, and work through tickets thoroughly on Tuesday and Thursday.
What if I call or start a chat on a Tuesday, Thursday, weekend, or after 5:00 PM CT?
FamilyTreeDNA phone and chat support are closed on Tuesday, Thursday, Saturday, and Sunday, and outside 9:00 AM to 5:00 PM Central Time (CT) on Monday, Wednesday, and Friday. If you need help during those times, submit a ticket. On Tuesday and Thursday the entire FamilyTreeDNA support team is working on tickets, so a ticket is the best way to reach support on those days.
Which holidays is FamilyTreeDNA customer support closed?
FamilyTreeDNA customer support is closed for phone, chat, and ticket support on these company holidays:
- New Year's Day, January 1
- Memorial Day, the last Monday in May
- Juneteenth, June 19
- Independence Day, July 4
- Labor Day, the first Monday in September
- Thanksgiving Day and the day after, the fourth Thursday and Friday in November
- Christmas Eve, December 24
- Christmas Day, December 25
What happens when a FamilyTreeDNA holiday falls on a Saturday or Sunday?
When a FamilyTreeDNA company holiday with a fixed date falls on a Saturday, customer support is closed the Friday before. When it falls on a Sunday, customer support is closed the Monday after. For example, Juneteenth falls on Saturday, June 19, 2027, so FamilyTreeDNA customer support is closed Friday, June 18, 2027.
What are the upcoming FamilyTreeDNA customer support holiday closures?
FamilyTreeDNA customer support is closed for phone, chat, and ticket support on these upcoming dates:
- Thursday, November 26 and Friday, November 27, 2026: Thanksgiving Day and the day after
- Thursday, December 24 and Friday, December 25, 2026: Christmas Eve and Christmas Day
- Friday, January 1, 2027: New Year's Day
- Monday, May 31, 2027: Memorial Day
- Friday, June 18, 2027: Juneteenth, observed because June 19 is a Saturday
- Monday, July 5, 2027: Independence Day, observed because July 4 is a Sunday
- Monday, September 6, 2027: Labor Day
- Thursday, November 25 and Friday, November 26, 2027: Thanksgiving Day and the day after
- Thursday, December 23, 2027, and Friday, December 24, 2027: Christmas Eve, and Christmas Day observed because December 25 is a Saturday
- Friday, December 31, 2027: New Year's Day 2028, observed because January 1, 2028 is a Saturday
- Monday, May 29, 2028: Memorial Day
- Monday, June 19, 2028: Juneteenth
- Tuesday, July 4, 2028: Independence Day
- Monday, September 4, 2028: Labor Day
- Thursday, November 23 and Friday, November 24, 2028: Thanksgiving Day and the day after
- Monday, December 25, 2028: Christmas Day, and Christmas Eve observed because December 24 is a Sunday
- Monday, January 1, 2029: New Year's Day
Is FamilyTreeDNA customer support open on New Year's Eve, December 26, or Veterans Day?
FamilyTreeDNA customer support keeps its regular schedule on New Year's Eve (December 31), December 26, Martin Luther King Jr. Day, Presidents Day, and Veterans Day. On those days, phone and chat are open if the day is a Monday, Wednesday, or Friday, and tickets are answered if the day is a weekday.
FamilyTreeDNA customer support is closed on New Year's Eve in one year: Friday, December 31, 2027, because that is the observed New Year's Day holiday for January 1, 2028.
What if I call, chat, or submit a ticket on a FamilyTreeDNA holiday?
FamilyTreeDNA phone, chat, and ticket support are all closed on company holidays. You can still submit a ticket on a holiday, and it is answered starting the next weekday that support is open. Phone and chat reopen on the next Monday, Wednesday, or Friday that is not a holiday.
What should I include in a support ticket so it gets resolved faster?
Include as much detail as you can in your FamilyTreeDNA support ticket. A detailed ticket lets the support team resolve your issue with less back-and-forth. Include:
- Your FamilyTreeDNA kit number or confirmation number
- What you were trying to do, and what happened instead
- The exact wording of any error message, typed out
- Screenshots or attachments that show the problem
What information should I send for a payment or billing question?
For a question about a payment or charge, send FamilyTreeDNA customer support only these card details:
- The date of the charge
- The amount of the charge
- Either the last four digits of the card, or the first four and last four digits of the card
Do not send your full card number, the card's expiration date, or the card's security code (CVV, the 3- or 4-digit code on the card). FamilyTreeDNA customer support will not ask for these details by phone, chat, or ticket.
If you attach a screenshot of a bank or card statement to a payment question, cover the card number on the screenshot except the last four digits (or the first four and last four digits) before you send it.
What if I already sent my full card number, expiration date, or security code?
If you already sent your full card number, expiration date, or security code (CVV) to FamilyTreeDNA customer support, do not send them again. FamilyTreeDNA customer support does not use those details. Reply with only the date of the charge, the amount of the charge, and the last four digits (or the first four and last four digits) of the card.