FamilyTreeDNA’s Customer Service Representatives are happy to answer any questions that you may have. You may submit these questions in a variety of ways.
Please submit a request for assistance using our Contact Us Form so that an agent can prepare an appropriate, researched response. Please use our Contact Us Form rather than sending a direct email in order to get the most timely response possible. Direct emails through other means are not regularly monitored.
Most emails receive a response in 24-48 hours; however, more complicated issues may take longer. Please note that emails from our team may automatically route to your spam folder so please check there periodically if you haven’t received a response.
We strive to answer contact form requests with as complete an answer as we can give. Please be aware that if you send multiple messages about the same issue or re-reply to your original email before we respond, your messages will get pushed to the back of our queue as they are treated as newer messages.
Phone
Our Customer Service call center is available Monday through Friday from 9 AM—5 PM CT (UTC -6) at +1 713-868-1438.
Chat
Our virtual assistant is available 24/7 by clicking on the orange Chat box near the bottom left corner of the screen. This option is available on any page on our site.
Our virtual assistant is an AI tool designed to answer general questions about DNA tests, tools, and general information. It provides easy to read synopsis of all the information found in our Help Center and Blog, and provides resources for additional reading.
In order to protect your security, it cannot access your personal kit details. If you have specific questions regarding test status, results, or other Personal Identifiable Information (PII), you have the option to chat with Customer Service Monday through Friday from 9 AM—5 PM CT and Saturday from 9 AM—4 PM CT.