If you're having trouble logging into your FamilySearch DNA account, you're not alone. Login issues are common but usually easy to fix. This comprehensive guide will walk you through the most effective solutions to regain access to your DNA results and family tree connections.
Quick Fixes (Try These First)
Clear Browser Cache
Old cached data can interfere with login. Clear your browser cache and cookies, then try logging in again.
Password Reset
Use the "Forgot Password" link to reset your password. Ensure you're using the correct email associated with your account.
Check Internet Connection
A weak or unstable internet connection can prevent successful login. Try switching networks or restarting your router.
Try Incognito Mode
Open an incognito/private browser window and attempt to login. This bypasses most browser-related issues.
Step-by-Step Troubleshooting Guide
Verify Your Login Credentials
The most common cause of login failure is incorrect credentials. Double-check the following:
- Email address is spelled correctly (check for typos)
- Password is entered correctly (passwords are case-sensitive)
- You're using the correct account (if you have multiple emails)
Common Mistake
Many users accidentally create multiple accounts with different email addresses. Ensure you're using the email that received your DNA test confirmation.
Reset Your Password
If you suspect your password is incorrect or forgotten:
- Go to the FamilySearch login page
- Click "Forgot Password?" below the login form
- Enter the email associated with your DNA account
- Check your email for the password reset link
- Create a new strong password (12+ characters with mix of letters, numbers, symbols)
Pro Tip
After resetting your password, wait 5-10 minutes before attempting to login. Password changes can take a few minutes to propagate across all servers.
Check for Service Outages
Sometimes the issue is on FamilySearch's end. Check for service status:
- Visit the FamilySearch Status Page (status.familysearch.org)
- Check @FamilySearch on Twitter for outage announcements
- Try accessing the site from a different device or network
If there's a confirmed outage, you'll need to wait for FamilySearch to resolve it. Typically, service is restored within a few hours.
Browser-Specific Solutions
Different browsers require different troubleshooting steps:
Google Chrome Users
Clear browsing data: Settings → Privacy and Security → Clear Browsing Data → Select "All time" → Clear data.
Firefox Users
Try Safe Mode: Help → Restart with Add-ons Disabled → Refresh Firefox if issues persist.
Safari Users
Disable extensions: Safari → Preferences → Extensions → Uncheck all extensions.
Mobile App Troubleshooting
If you're having issues with the FamilySearch mobile app:
- Force close and restart the app
- Update to the latest version from your app store
- Clear app cache (Android: Settings → Apps → FamilySearch → Storage → Clear Cache)
- Uninstall and reinstall the app (back up any local data first)
- Check app permissions (ensure it has network access)
iOS Specific
For iOS devices, ensure you're running iOS 13 or later. Older iOS versions may not be compatible with the latest FamilySearch app.
Common Error Messages & Solutions
| Error Message | What It Means | Solution |
|---|---|---|
| "Invalid username or password" | Credentials don't match any account in the system | Reset password or verify email |
| "Account locked" | Too many failed login attempts | Wait 30 minutes or contact support |
| "Service unavailable" | FamilySearch servers are down | Check status page and wait |
| "Cookies disabled" | Browser isn't allowing cookies | Enable cookies in browser settings |
| "Session expired" | Login session timed out | Refresh page and login again |
| "DNA results not linked" | DNA account not connected to FamilySearch | Follow DNA linking process |
How to Prevent Future Login Issues
Use a Password Manager
Store your FamilySearch login securely and avoid password typos.
Keep Email Updated
Ensure your account email is current and accessible for password resets.
Enable 2FA
Use two-factor authentication for added security and easier recovery.
Bookmark Login Page
Save the official FamilySearch login page to avoid phishing sites.
Still Can't Login? Contact Support
If you've tried all the solutions above and still can't access your FamilySearch DNA account, our support team is ready to help you regain access.
Information to Have Ready
When contacting support, have ready: Your full name, email associated with the account, DNA kit number (if available), and details about the error message you're receiving.