General Chat

Top tip - using the Genes Reunited community

Welcome to the Genes Reunited community boards!

  • The Genes Reunited community is made up of millions of people with similar interests. Discover your family history and make life long friends along the way.
  • You will find a close knit but welcoming group of keen genealogists all prepared to offer advice and help to new members.
  • And it's not all serious business. The boards are often a place to relax and be entertained by all kinds of subjects.
  • The Genes community will go out of their way to help you, so don’t be shy about asking for help.

Quick Search

Single word search


  • New posts
  • No new posts
  • Thread closed
  • Stickied, new posts
  • Stickied, no new posts

Help required please...

ProfilePosted byOptionsPost Date


David Report 27 Jun 2020 09:58

I retired in 2013 and spent many months subsequently loading my family tree into GR and extending it substantially. All went well for several years but now I find I can't access that tree at all. The tree I can currently access has just one person on it - me!

I think this may be to do with a change in email address forced on me in 2017 when my previous email account was hacked. I did inform GR of my new email address and it's still the one they have for me. I no longer have access to my previous email address - it is, for all intents and purposes 'dead'.

This eventuality doesn't seem to be covered in the FAQs and despite there being a support team, I can't find any way to get in contact with them.

Can anyone help, please? - I'm at the point of tearing my hair out with this!

Oh, and I did take out a new subscription today hoping that was the cause of the problem but sadly not... :-(


nameslessone Report 27 Jun 2020 10:08

Email them at Explain the problem but don’t expect a quick reply.
You should also remove your email address from your post.


David Report 27 Jun 2020 10:13

Many thanks... :-)


KathleenBell Report 27 Jun 2020 10:24

I don't think support work on weekends so it may be next week before you hear from them. They are also working from home at the moment so this may cause delays.

Kath. x


Inky1 Report 27 Jun 2020 10:54

You seem to have two user numbers. Your current one under which you have posted. And a much earlier one - 390695 - which I presume is connected to your earlier email account.
Your tree data still exists - under the earlier member number.

What did you actually ask GR to do?

If you can remember the password that you used to use, then you should be able to log in.

Or maybe there is another person with the same name, because my member number shows as 672946. On the basis that member numbers are allocated consecutively that would mean this other person joined well before me??????????????????????


Inky1 Report 27 Jun 2020 11:29

Well, April 2003 was a few months before me........


David Report 27 Jun 2020 18:25

Many thanks, Inky1 - it's reassuring to know my tree still exists. I suspected it still must because if I search for my surname (which is unusual) a host of names I recognise come up on a tree belonging to 'David' i.e. me! - I just can't access that tree. Thanks also for the info about my having two numbers.

I've sent support an email substantially similar to my original post here.

I can remember a password I may have used back in 2013 so I'll give that a try.

Once again, many thanks...


RolloTheRed Report 29 Jun 2020 10:51

Once you have access to your tree back export it to a GEDCOM file from time to time - free service from GRu and gives you an offline backup for emergencies.


Inky1 Report 29 Jun 2020 11:05

Further to Rollo's advice:-

If you can access your tree on "member 390695" by using the old .aol email address and the password you state you remember, you will need to change that email address prior to exporting. (And password.) Else the GR system will attempt to send the .ged to that old invalid email account.
Note: Best to input a different email to the one that you have on your latest GR account. I have two GR accounts on one email address but I think that they no longer allow that to happen.