Follow the steps for your device in this article if your app is:

• crashing or closing unexpectedly
• not responding
• not opening
• not working properly
• not displaying or loading trees correctly (people appear blank)
• appearing to be offline or unable to connect to the internet (skip to your device’s Internet connection problems section)

For Apple iOS (iPhone or iPad)

After each step, check to see whether your problem is resolved.

1. Close and restart the app.     
2. Update the app. We periodically release new versions of the app to provide new features and fix issues. Can’t update it?     
3. Check for device updates. Can’t update your device?      
4. Turn off and restart your phone or tablet.    
5. Uninstall the app. 
   Uninstalling the app will remove it from your device but not erase or delete your information. Data in the Ancestry app is stored on the Ancestry website. You can reinstall the Ancestry app and re-download your trees at any time.         
6. Reinstall the app. Once you've reinstalled the Ancestry app, you will be prompted to sign in to your Ancestry account again and re-download your family tree.     

Internet connection problems

If you receive messages saying:

• You appear to be offline 
• Can't connect to the internet

Your device is likely in airplane mode or not connected to Wi-Fi or a cellular network. See the articles from Apple below for help. 
 

• Airplane mode > if airplane mode is on, tap it again to turn it off.  
• Connect to the internet via Wi-Fi, hotspot, or cellular network (data rates may apply for using your carrier’s cellular network.) 
• Won't connect to a Wi-Fi network

For Android 

After each step, check to see whether your problem is resolved.

1. Close and restart the app.     
2. Update the app. We periodically release new versions of the app to provide new features and fix issues. Can’t update it?
3. Check for device updates. Can’t update your device?  
4. Turn off and restart your phone or tablet. 
5. Uninstall the app. 
   Uninstalling the app will remove it from your device but not erase or delete your information. Data in the Ancestry app is stored on the Ancestry website. You can reinstall the Ancestry app and re-download your trees at any time.     
6. Reinstall the app. Once you've reinstalled the Ancestry app, you will be prompted to sign in to your Ancestry account again and re-download your family tree.     

Internet connection problems

If you receive messages saying:

• You appear to be offline 
• Can't connect to the internet

Your device is likely in airplane mode or not connected to Wi-Fi or a cellular network. See the articles from Google below for help. 

• Airplane mode > if airplane mode is on, turn it off.
• Fix internet connection problems on Android devices

Frequently asked questions

What are the system requirements for the Ancestry app? 
The Ancestry app requires iOS version 15.0 or higher and Android 7.0 or higher. 

What if I can’t update my device or download the latest version of the Ancestry app?
If you’re using a mobile device (phone or tablet) that our app or your device’s manufacturer no longer supports, consider switching to a supported device or using our website at www.Ancestry.ca.

Devices no longer supported by their manufacturer may be unreliable and unsafe. Certain features on Ancestry or our app may also have reduced functionality or may not work when using an old or unsupported device. We recommend following the manufacturer’s guidance for updating and maintaining your device.

What if I can’t sign in to the app?
If you can't sign in to the app, try using a recommended browser to sign in to the Ancestry website. 

• If you can sign in to the Ancestry website but not the app, follow the troubleshooting steps for your device above. 
• If you can't sign in using the app or a browser, try resetting your password.