If parts of Ancestry aren’t loading correctly, your membership isn’t being recognized, or you’re seeing unexpected errors, security software or a VPN may be blocking content Ancestry needs to work properly.

Before disabling security software or a VPN, confirm there are no current service interruptions on the Site Status page and that you're using a Recommended Web Browser.

Temporarily disable security software or VPN (for testing)

To determine whether security software or a VPN is causing the issue, you’ll temporarily turn it off, test Ancestry, and then turn it back on.

Security software that may interfere with Ancestry includes:

• Antivirus programs
• Firewall software
• Internet security suites
• VPN or network security apps
  
  

On a computer (Mac or Windows)

1. Temporarily turn off your security software or VPN.
   You can usually access your security software from:
   • The menu bar (top-right corner on Mac), or
   • The system tray (bottom-right corner on Windows)
   Look for options like Pause protection, Disable temporarily, or Turn off firewall.
2. Refresh the Ancestry page.
3. Check whether the issue is resolved.
   
   

On a mobile device (phone or tablet)

Mobile devices don’t use traditional antivirus or firewall software the same way computers do. If you’re using a VPN or security-related app:

1. Temporarily turn off any VPN or security app.
2. Close and reopen the Ancestry app or refresh the browser.
3. Check whether the issue is resolved.
   
   

If disabling resolves the issue

If Ancestry works while your security software or VPN is disabled:

1. Add Ancestry to the allowed or trusted list in your security software (if supported).
   You may need to allow:
   • *.ancestry.com
   • *.ancestrycdn.com
   • *.search.ancestry.com
   • *.purchase.ancestry.com
   • *.pointofsale.ancestry.com
   If you need help allowing Ancestry, contact your security software provider, VPN provider, or app developer.
2. Turn your security software or VPN back on.
   
   

Still need help?

If you’ve completed the steps above and the issue isn’t resolved, see Fixing Display or Download Problems for additional troubleshooting steps.

If the problem continues after that, contact us for further assistance. Be ready to share:

• The name(s) of your security software
• Your browser name and version
• The exact error message you’re seeing