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
Searching the census - UPDATED
We've improved the search format to make it easier for you to find your relations in the Census Records.
As well as using the full forename and surname when searching for a relation in these records, you now also have the option of either using a partial name, similar name or even just a letter in both the forename and surname fields. This is really useful when you're not sure of the spelling of someone's name, or if you're having difficulty finding the record you're looking for.
For example, if you're searching for a record for a relation whose forename could have possibly been Lily, Lilly or Lillian and the surname was either Stevens or Stephens, you could enter the forename as Lil and the surname as Ste and click on the 'Exact match' link on both name fields and choose the 'Starts With' option. This will return results for any names that match those partial names.
If you find a name you're looking for on another site but not ours, then it is possible that the name has been mis-transcribed from our census data. If this is the case and you have details of the mistranscription then please send us the full details. We can have this corrected.
Unfortunately, you may occasionally be shown the wrong census image. If this happens please send us the full name, year and place of birth of the relation you are looking for. Our support team will be happy to try and locate the correct image and email it to you where possible. We do our best but we can't guarantee that we will find the correct page.
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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.
New Scottish Records
Do you have Scottish ancestors?
Perhaps you do and you just didn't know! Search our brand new Scottish census records today and discover if you have Scottish roots.