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Disappearing Marriage Data

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ProfilePosted byOptionsPost Date


Hugh Report 6 May 2014 00:01

Over the past few weeks I've noticed that Marriage data entered and saved has disappeared when I next access the person's record. This sometimes happens the same day and has also happened repeatedly after re-entering and saving several times. As far as I can see this has only affected Marriages. Has anyone else experienced this problem lately? Perhaps you could do a few checks on Marriages you KNOW you have entered.

I have mailed the Support Team and await their reply but would appreciate any feedback from users. I assume the problem is at the GR end as users cannot save / backup the entire Tree.


OneFootInTheGrave Report 6 May 2014 07:47

Hugh - I have been experiencing that problem with marriage details since they made changes to the tree between the middle of December 2012 and middle of January 2013.

Hardly a day passes when I am working on my tree that I do not discover marriage information that I have previously entered and saved, often having saved it several times, has disappeared.

As to the GR Support Team - I have lost count of the number of times I have contacted them about this, pointing out that the marriage fields on the tree appear to have a fatal flaw - I gave up contacting them about this months ago, could not organise something in a brewery come to mind :-|


Island Report 6 May 2014 12:27

According to another member the head techie has admitted that the tree has so many bugs they are not able to fix it.
I wonder why they aren't announcing this on the site? :-S


OneFootInTheGrave Report 6 May 2014 13:29

Island - as I stated in my earlier post I have lost count of the number of times I have contacted GR Support Team about this, pointing out that the marriage fields on the tree appear to have a fatal flaw.

On the few occasions they did respond to my concerns it was simply "we are aware of the problem and our technical team are working hard to fix the problem" or words to that affect - as I said I gave up.

On the Community Manager Thread I posted this on 27 Feb 2014 @ 15:07

I am having problems finding how I can get hold of support regarding tree problems so I will post this here:-

In my tree I have a Mary Gallacher b.1877 - d.1910 who was married to an Allan Stuart Wotherspoon b.1871 - d.1930 which is correct, however for some reason she is also showing as being married to a Robert Simpson Carmidy b.1876 and this is incorrect, Robert Simpson Carmidy was the first husband of Allan Stuart Wotherspoon's second wife Mary Duggan Burns b.1875 - d.1948.

I highlighted in reports to Support on "numerous" occasions during 2013 the problems I was having with the marriage fields and also information not being saved, reports I would add that the only response i received from Support were "we are aware of the problem and are working to rectify it."

Since the fiasco that occurred between Christmas 2012 and Easter 2013 I have lost count of the errors I have discovered in my tree, missing information I can re-enter albeit this has involved my time and meant forking out money, but errors like the above - I have no idea how those can be rectified.

Can you please have someone assist me to rectify this error, and while they are at it, advise when we can have a tree that we know we can rely on to reflect accurately the information entered and saved, because hardly a day passes that I do not find an error, and please note I do not want patronising responses asking, what system and browser I am using, or if I am entering the information correctly - I am very computer literate and have excellent computer skills, the problems are with Genes Reunited not my system or browser and for the record I am using Window 7 Home Edition with Mozilla Fire Fox.

On the 28 Feb 2014 @ 12:36 Shelley posted this reply on that thread:-

Hi OneFootInTheGrave,

I have passed your post on to Support, who will contact you directly.



And did anyone contact me - NO THEY DID NOT :-|

Not only are there serious questions about the GR tree that need answers, there are serious questions about their customer relations that also need answers.


Mersey Report 6 May 2014 13:47

I have given up....have a techie problem too but there is not much point in
contacting them........lost cause im afraid :-D

Onwards and upwards as they say >>>>>>>>>>>>>


Island Report 6 May 2014 14:38

I think 'the team' has deserted the sinking ship.


Hugh Report 6 May 2014 14:42

Thanks to everyone who has replied to this post so far. Your experiences of trying to get this and other problems sorted do not make pretty (or hopeful) reading.

GR is a multi-million £ business with some 13 million subscribers. Surely they can afford the resources of expert programmers who can rectify these problems.

As a qualified CAB adviser I can say that if they are unable to rectify these problems then the product is not legally 'fit for purpose' (it doesn't do what "it says on the tin") and each and every one of those subscribers is entitled to a refund.

I await their response with bated breath.


OneFootInTheGrave Report 6 May 2014 14:46

Genes Reunited was recommended to me by a close friend who was an employee of Find My Past, and believe me when I say, that every time he visits me, he rues the day he recommended this site to me.


Island Report 6 May 2014 15:13

Hugh, I wish you luck with getting a satisfactory response.

13 million subscribers or 13 million accounts? I have three. This one and two free ones.
Not for much longer.


Hugh Report 6 May 2014 15:36

Island, your lasts 2 posts made me think - how many of the 13 million 'members' are actually current subscribers as opposed to people who created a tree some time ago and do not have a currently active subscription? As you say, there are also free accounts.

It's interesting to note that I renewed a lapsed Standard Subscription 12 days ago for £19.95 only to discover a couple of days later they were doing it for £15.96. Does this tell us something?


OneFootInTheGrave Report 6 May 2014 15:46

Customer Relations Level 2 Course

The Customer Relations - Level 2 Course is designed for people seeking to understand and apply good practice in promoting effective customer relations.

The course is particularly suited to staff who deal regularly with guests, visitors and customers face to face, in writing and on the telephone.

On successful completion of this course students will receive an accredited Level 2 Certificate Award.

:-D :-D :-D


Hugh Report 6 May 2014 16:45

I've just done a check on my Marriage Data. Whilst the Person Married To is shown in the Person Details Record and the Marriage Link is shown on the tree graphic,
ALL records of Date of Marriage and Place of Marriage have disappeared!

I'm about to contact the Support Tean again to tell them that if this cannot be sorted, then the product is not legally 'fit for purpose'.

Fingers and toes crossed.


Kense Report 6 May 2014 22:45

The tree is free. Why would you expect a refund?

Standard and Platinum members pay for other services.


Hugh Report 7 May 2014 04:13

KenSE, my subscription of £19.95 enables my tree to go online where matches are found with other trees, and allows me to communicate with other paid members to request to view their trees and then view these on line. This is largely the purpose of the site as indicated by 'Reunited'. The ability to share my tree is rendered pretty useless when half the data is missing.

If I only want to build my tree there are many software packages for this, and indeed I use such a package which has much more functionality, can be totally saved and backed up, and doesn't lose any data. My use of GR is purely for the sharing aspect.

Community Manager

Community Manager Advisor Report 7 May 2014 14:48

Hi Hugh,

Please email - customer support are able to look at cases on an individual basis, also record issues experienced.



Community Manager

Community Manager Advisor Report 7 May 2014 14:50

Hi OneFootInTheGrave,

Apologies, I will follow up with support as you did not receive a response.




AnninGlos Report 7 May 2014 16:44

Poor Shelley, I wouldn't want her job, she must feel she is fighting a losing battle on our behalf. :-)

I have to say, since the latest changes to the tree I rarely visit mine. thankfully I am more or less, barring brick walls, where I want to be with my tree. thank goodness I got there before they 'updated' everything.


Hugh Report 8 May 2014 14:35

The support team have replied to my report as follows:-

Dear Hugh,

Thank you for taking the time to report this problem.

Our technical team are aware of the specific problem that you reported and we will be implementing a solution as soon as is possible.

Your patience while we work to resolve this is much appreciated.

With kind regards,

Alex Brett
Genes Reunited Support Team


OneFootInTheGrave Report 8 May 2014 14:56


I have lost count of the number of times I have received that message since I first reported this issue back at the beginning of 2013.

Today I have spent over two hours flipping back and forwards between my tree and Scotlands People, re-entering details that have disappeared from a branch of my tree - thank goodness for Time Line on SP.

This is a ridiculous situation and it has been an on going problem for nearly 14 months now, how long does it take to find a solution, they will be telling us next that pigs do fly.


Hugh Report 22 May 2014 01:33

This is the latest reply I have received from GR Support Team :-

Dear Hugh

Thank you for your email.

Firstly with regard to your query regarding disappearing data, our technical team are currently working on developing a new family tree program to be used on the site. As such, any current issues will not be be fixed immediately as their resources are being focused on the new tree.

In terms of the new marriage on the tree, would you be able to advise me on the details of the individuals you are trying to enter the marriage for (names and year of birth). I can then take a look at your tree and offer you some more accurate advice.

Can you also let me know the email address which your account is under so that I can locate the tree.

I look forward to hearing from you,

With kind regards,

Laurie Spence
Genes Reunited Support Team