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 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?
- Adoption
- 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
Why can't I see the 'Save' tab on my details panel?
If you can't view the whole details panel for a relation on your tree or see the 'save' and 'cancel' boxes at the bottom of the details panel, it's likely that your compatibility view is switched on. You'll need to turn this off to view the details panel completely. On your Internet explorer toolbar, please go to 'tools' and then please ensure that compatibility view and compatibility view settings are both unticked, you should then be able to see the whole of your relations details panel. For Internet Explorer 8 when you open your internet browser on an internet page you will see at the top of the page, File, Edit, View, Favourites and Tools - please click on 'Tools' and you will then see compatibility view.
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.