Help Centre - Frequently Asked Questions
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Complete FAQ Listing
- I need an instant password reminder/ I can't login
- How do I print my tree?
- How do I delete my tree?
- How do I view trees that have been shared with me?
- How do I cancel my subscription/ renewal payment before it is due?
- How much are pay-per-view credits?
- What is the Keepsafe?
- Where are my Hot Matches?
- Why isn't the clipboard working?
- How do I import or export a gedcom file?
- How do I get a password reminder?
- Trouble signing in/ login details not accepted
- I have multiple registrations with my email address, do I need to do anything?
- Why can't I create another membership with my email address?
- How do I update my details?
- Please remove me from your mailing list
- I want to delete my registration
- I seem to have more than one registration
- How do I update my message board profile?
- How do I make the text bigger or smaller on my screen?
- Online safety
- How much does it cost?
- How can I pay?
- How do I cancel my subscription/ renewal payment before it is due?
- How do I change the card I pay with?
- When will you renew my subscription?
- Why has my renewal payment failed?
- I would like a refund of the payment that I made
- I want to change my subscription
- I'd like to pay by cheque
- What is the Keepsafe?
- What can I add to my Keepsafe?
- How do I add something to my Keepsafe?
- What file types do you accept?
- What are My Folders?
- What are edit, attach and move?
- How do I attach an item to someone in my tree?
- How do I share an item with another member?
- How do I search the photos and media?
- Can I add someone else’s item to my Keepsafe?
- Can I add records to my Keepsafe?
- What happens when I attach an item to a relative?
- The image I want to see is blurred.
- Can I print out items from my Keepsafe?
- Old tree - can I still access my old tree ? NEW
- Old tree - removed why? NEW
- Unable to view the whole of the dashboard NEW
- Unable to see the whole of my details panel NEW
- Unable to search my tree NEW
- Adding a relation to my tree NEW
- How do I save changes after I've added a relation or amended their details? NEW
- Editing names in the tree NEW
- Deleting a relative in my tree NEW
- Changing parents on tree NEW
- How do I change my root person/tree owner? NEW
- Where are my relation's photos and notes? NEW
- How do I view other trees? NEW
- My tree won't load NEW
- Tree error 503
- Where are my attached records? NEW
- Why can't I see the 'View other trees' link?NEW
- Clipboard
- List view-what is it? NEW
- Adoption
- Deleting your Family Tree
- Building your Family Tree
- Maps
- Viewing your Family Tree
- Printable Charts
- Living relatives
- Printing your Family Tree
- Privatising your Family Tree
- Tree permissions
- Searching all records - NEW!
- Which Census records do you have?
- Where are the Parish records? NEW!
- Scottish Census records
- Which BMD records do you have?
- Which Military records do you have?
- Which Parish records do you have?
- Which British Newspapers 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
- Searching the census - UPDATED
- Attaching and removing census images
- Automatic matching
- How much do records cost?
- Ordering certificates
- 1871 census information for Wales
- Saving the records
- Reporting errors with records
How do I view other trees? NEW
When a contact has given you permission to view their tree, you can view it by clicking on 'Messages' at the top of each page and then on 'My Contacts' from the dropdown list.
· If you can see a tick and the word 'View' next to a contact's name then you'll be able to see their tree. If you see a cross and the word 'request' then you haven't been given access to it yet.
· If a member has said you can see their tree but you still can't see it, this is usually just because they’ve forgotten to approve your request. Just click on 'Request' to send an email to the other member asking to see i.
· Click on 'View' in the My Contacts page to see the other tree.
You can also view another member's tree from your own Family Tree page.
· At the top of your tree page you'll see the name of the tree you're viewing followed by the number of relations in that tree, and a 'View Other Trees' tab to the right of that. Click on 'View Other Trees' and then on 'Trees shared with me' and you'll see a list of all the trees you have permission to view.
· Click on the tree you want to view and the page will refresh, showing you that tree.
Looking for relation in another member’s tree?
· Click on 'Search Tree' at the top right hand side of the page, enter the name and click on the green 'Search' tab.
· In the search results, click on the name and you'll be taken directly to them.
· If you can't find the name, try entering the surname on its own in case the first name is spelt differently.
Don’t forget, you need to have a paid subscription to view another member's tree.
Genes Extras
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.
