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Details On Tree Not Being Saved

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ProfilePosted byOptionsPost Date


Estelle Advisor Report 22 Jan 2013 09:41

Thank you Sylvia.

We do come on here and read the threads when time allows. However, all bugs must be reported to our customer support team. They can take specific details from you and log bugs for our tree team to investigate. Sometimes a problem will only affect one member, but equally it may be something that affects many people.

We do have a system for reporting bugs, which are then fixed in priority order. Obviously urgent bugs will be fixed very quickly. The Customer Support team is the start of the chain for bug reporting though. They work from Monday to Friday and generally all emails are answered within 24 hours.

Kind regards,



Treetective Report 19 Jan 2013 22:47

It might do nothing to help get the problem corrected......but it sure does feel good to get it off your chest with others having similar issues, who fully understand what you mean and is wonderful to be assured it is not just personal dotage setting in :-D


SylviaInCanada Report 18 Jan 2013 19:59


contact support

GR staff do NOT read these threads, or only very rarely do so.

Complaining on the threads and Boards does nothing to get the problem(s) corrected ................... all it does do is make you aware that you are not alone in having problems.

Email or pm the GR team, and let them know what is happening!



Treetective Report 18 Jan 2013 19:15

Version 3.3.4 here and just discovered this evening that heaps of info I added to various people in tree today (and most definately saved) has gone awol!! Not happy....have been a member since the early days of genes. Thought I was going loopy when I realised that entries were awol. Come to think of it, this was happening before Christmas too, as several times I went to check something I had added, only to find the info missing, so had to re-enter.



Barlykins Report 15 Jan 2013 18:46

I have only today managed to get back on to Genes Reunited after loads of emails. Now I have been told that my account had been deleted hence my tree has now been deleted. It was suggested that I must have deleted my account if that was the case why was I still paying for a site I was not using. It took me years of research, and money each time I ordered a BMD cert to verify my information. Like a fool I had not used a gedcom as back up. I am really disgusted that my tree could just disappear like that and will not be trusting Genes Reunited again. The old Genes Reunited site was really good and easy to use;
If it’s not broke don’t mend it is my motto.
:-( :-(


Alan Report 9 Jan 2013 14:02

Something odd going on with the tree for example when I

c/o list of names.
c/o Mary Austin No marriage details shown

c/o Immediate family.
c/o her husband . Marriage details shown

c/o Mary Austin. Marriage details now showing.



OneFootInTheGrave Report 9 Jan 2013 11:48

Just checked - getting same here


Alan Report 9 Jan 2013 11:27

I still cannot add marriages to my tree and those that were added years ago are still missing.

Getting this browser now.



LadyScozz Report 9 Jan 2013 02:23

I added names yesterday, must check!

I refuse to use Chrome!!!!!!!!!!!!!!!!!!!!!!!!!

I have a software program, more names on there than my GR tree.

As Margee said (above) I recommend getting a genealogy software package. Google for "genealogy software", you can try most of them with up to 100 names, see which one suits you.


JerryH Report 7 Jan 2013 16:23

Could this be a Server synchronisation issue perhaps?

I am guessing that people's tree data may be held across sevrval servers that need to be synchronised regularly.

Just a thought......


OneFootInTheGrave Report 7 Jan 2013 16:06

Hello Estelle,

I re-entered a couple of marriage dates and places of marriage yesterday, double checked they were saved, logged off, but when I logged on this morning they had gone.

Re-entered same items again this morning and just checked at 16:00pm today and at present they are still there.




Estelle Advisor Report 7 Jan 2013 15:46

Hi everyone, I have been testing this and am still unable to recreate it. I checked details in my tree I knew were already added. I also added some new details, closed my tree and went back to it. On both occasions the details were there.

So far I have tested this in Chrome and Firefox. However, I will keep looking to see if I can recreate this.

Kind regards,



Alan Report 7 Jan 2013 12:00

The marriages that have disappeared had been added over the last 7 years and were on my tree last week,I was not talking about the ones I tried to add this last weekend


OneFootInTheGrave Report 7 Jan 2013 11:54

That response made me even angrier than I already am with with what has been happening on the site with he tree, one would think that in some way it is the members who are doing something wrong, this was my reply:-

"Good Morning,

Thank you for contacting me, firstly I would like to say that my comments in this reply are directed at Genes Reunited as a corporate body and not to any individual.

Your response unfortunately has just fueled my disappointment with the service provided by Genes Reunited.

The problem is a Genes Reunited problem, it is not a problem caused by me or my computer.

Genes Reunited holds itself out as a major provider of genealogy services and boasts on its site that, to quote:-

"Genes Reunited was ranked as the No.1 family website based on market share of visits among all UK websites in the July - December 2010 Hitwise Lifestyle - Family industry Awards"

One really has to ask what has happened since 2010 for things to go so wrong.

If Genes Reunited do not get their act together very quickly and the media get wind of this fiasco they could face as big as a public relations disaster as Ratners faced after the "total crap" gaffe made by Gerald Ratner in 1991 which nearly caused the company's collapse

I am using a Desk Top PC with Windows 7 and my browser details are Mozilla Firefox 17.0.1. and I can assure you that I do not, and have not, experienced any problem with any other programmes or applications apart from those experienced on Genes Reunited.

As to what I was doing I really think my original e-mail fully explained that.

I have used the Internet since it was first introduced in the UK by Pipex in 1992. I have also been involved not only in using numerous computer applications but also in the implementation of many programmes over the past 20 years up until I retired in 2012.

I can honestly say that in all that time I have never experienced a fiasco such as that which I have witnessed on Genes Reunited from the 21 December 2012.




OneFootInTheGrave Report 7 Jan 2013 11:48

As Estelle said customer support team will need to know which internet browser you are using, and she was correct as tis is the reply I got from Support following my complaint to them about the problems I am experiencing:-

Dear James,

Thanks for getting in touch, and I'm sorry to hear of the problem you're having using the new version of the tree.

So that we can have this fully looked into, please could you confirm for me

What operating system and browser (and version of that browser) you’re using (ie. Windows 7 and Internet Explorer version 9)

Whether you’re using a PC or a laptop

The exact step by step details of what you’re doing/clicking on when this problem occurs

This information will be really useful in helping us to try and recreate the problem and hopefully get it resolved as quickly as possible.

We're very grateful for your help with this.
Kind Regards,

Genes Reunited Support Team

:-( :-( :-(


Alan Report 7 Jan 2013 11:48

I have just checked my tree this morning and found that every persons date and place of marriage has now suddenly disappeared.

Anyone else found this.I have reported it.



OneFootInTheGrave Report 6 Jan 2013 15:11

I do not know what is going on, totally losing the plot, either my mind is playing tricks. or the gremlins at GR are working overtime.

Just went to re-enter details that I entered yesterday which had disappeared - guess what - they are there now :-S

This is all too much for this old guy so going to log off and pour myself a very large scotch ;-)


Estelle Advisor Report 6 Jan 2013 14:06

Hi everyone,

I have been adding to my own tree recently and everything has been saved. I use the Chrome browser.

If you find that the tree details aren't being saved though please could you send the full details to our customer support team? They will need to know which internet browser you are using. Their address is

Kind regards,



JerryH Report 6 Jan 2013 13:20

This, I think is not a new problem.

It has occurred for me with randomly with Marriages many times over the past 4 years and I have just put it down to experience.

But all the information I have entered over the last few days is complete and all Marriages are intact. The only omissions I have found in the last couple of days relate to information researched a couple of years ago.



KenSE Report 6 Jan 2013 12:04

OK, it was only a theory.