Trouble with Ancestry and the free account
I am a missionary at Layton FamilySearch. I was helping a guest sign in to Ancestry. We went from the home page through the Ancestry Partner link to Ancestry. She signed in with a gmail account and did not know the password. We changed the password and then the account would not connect to FamilySearch. She has tried to log in again and cannot get in with the new password. I am afraid we have made a second account. Can this be fixed?
Answers
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@connieleighrobins1 I believe this is an Ancestry question. You should reach out to their customer support.
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If it is the free partner account for LDS Church members, Ancestry will not be able to help. You'll need FS Support. https://support.ancestry.com/s/article/Church-of-Jesus-Christ-Ancestry-Membership?language=en_US
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@connieleighrobins1 I would definitely start with Ancestry's help desk. It sounds like the change was entirely on the Ancestry site and login. If you accidentally made two accounts on Ancestry, you will need to ask them to delete one. If the Church of Jesus Christ-Ancestry Membership is attached to the wrong Ancestry account (On Ancestry.com, click on your profile picture and choose Account, scroll down to Membership) you can remove access through your FamilySearch Account Settings > Permissions. Scroll down to the Family Tree Access section, find Ancestry and click on the x to remove it.
Then you will be able to click through the Partner Access link again and link to the correct account. (Personally, I always have people sign in to their Ancestry account first, to make sure they can log in.)
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