Help Centre - Frequently Asked Questions
Complete FAQ Listing
- I need an instant password reminder/ I can't login
- How do I print my tree?
- How do I stop my subscription/ renewal payment before it is due?
- How Do I Delete My Tree?
- How do I view trees that have been shared with me?
- How much are pay-per-view credits?
- What is the Keepsafe?
- How do I import or export a gedcom file?
- Where are my Hot Matches?
- What subscriptions do you offer?
- How much does it cost?
- How can I pay?
- How Can I Take Out A Free Trial?
- I DON'T WANT TO RENEW my subscription - how do I cancel it?
- Will I Be Charged Anything For The Free Trial?
- How do I change the card I pay with?
- When will you renew my subscription?
- Why has my renewal payment failed?
- I want to change my subscription
- I would like a refund of the payment that I made
- What is Gifting?
- How do I redeem a gift voucher?
- How do I print out my family tree?
- Why can't I see the 'Save' tab on my details panel?
- How do I add a name to my tree?
- How do I edit details already in my tree?
- How do I view other trees?
- Why can't I see all of my shared trees on my dashboard?
- How do I remove someone from my tree?
- How do I change the parents of someone in my tree?
- How do I change my root person/tree owner?
- Where are my relation's photos and notes?
- Exporting Gedcoms
- Importing Gedcoms
- What are Relative Profiles?
- What is the upload limit for adding to keepsafe?
- Why do I see an error when trying to view my tree?
- What is the List view?
- How do I upload a photo to my tree?
- Deleting your Family Tree
- Building your Family Tree
- Viewing your Family Tree
- Printable Charts
- Living relatives
- Privatising your Family Tree
- Which Census records do you have?
- Which BMD records do you have?
- Which British Newspapers do you have?
- How much do records cost?
- Where are the Parish records?
- Which Military records do you have?
- Which Parish records do you have?
- Which Travel and Migration records do you have?
- British Newspaper Archive
- Scottish and Irish records
- Using the Birth/Marriage/Death records - UPDATED
- Why can't I view newspaper articles?
- Will I be charged if I try to view a record again?
- Ordering certificates
- What are the Electoral Roll records?
- Saving the records
- Reporting errors with records
- Searching the census - UPDATED
- How do I get a password reminder?
- Trouble signing in/ login details not accepted
- I want to delete my registration
- I have a new email address - how do I update my membership?
- I seem to have more than one registration
- I have multiple registrations with my email address, do I need to do anything?
- Please remove me from your mailing list
- How do I update my message board profile?
- How do I make the text bigger or smaller on my screen?
- Online safety
When you contact a member through the site we send the message on your behalf to the other member's inbox on the site. We also send them a message to their registered email address letting them know they have a new message. They can then log in to the site and reply to your message. Any replies will be sent to your inbox in the Genes Reunited Messages Centre. You will also receive a message from us if you have received a reply in your own inbox. We do this for two reasons. Firstly, so that your contact details are never revealed and secondly, if the person’s own details are out of date the message will still be there when they return to the Genes Reunited site.
You can send attachments with your messages. These include photos and documents.When you compose your message you'll see the option to add attachments to it.
All messages are kept within the site and so all messages sent arrive instantly to your Genes Reunited inbox. Please click on Messages at the top of the page to view your contact with other members. On the left hand side of the page you'll see subsequent links to your inbox, sent messages and your list of contacts.
The My Contacts section will list everyone you have been in touch with on the site. These will appear in chronological order, with the name of the member who has contacted you and the relative it is about, highlighted. Clicking on the name of the member will also give you a list of all the emails you have exchanged.
We do realise how frustrating it is if you don't receive a reply to an email you have sent. Some members may have changed their email address, but not changed it on the site. This will mean that emails from us letting them know they have a new message will be going to their old email address. There is no time limit for how long messages are allowed to stay on a member’s registration and will be seen when the member you have written to logs in again.
If you wish to contact another member you must either have a paid subscription or pay per view credits. It costs 30 credits to send a message.
Download our eBook
Whether you're new to family history or you've been researching your tree for some time, download our free eBook for hint and tips on how to get the best out of Genes Reunited.
Trace your living relatives
Whether you want to trace living relatives, plan a reunion or find out how to use Genes Reunited to find family links, download our guide for more information.
Build your family tree
You can build your family tree for free so be sure to add as many names as you can. Contact other members who have added the same names as you and watch your tree grow.
As a way of saying thank you to our subscribers, we have launched Genes Extras. You'll find exclusive competitions and discounts on family history magazines, days out and much more.