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
Where are my Hot Matches?
Hot Matches randomly takes 50 names from your tree, excluding common names such as Smith and Jones, and matches them with names on other members' trees. We also match the year and place of birth. You can then contact the member to see if you might possibly be related.
Super Hot Matches are a way of providing you with closer matches for names in your tree. Super Hot Matches match relations in other members' trees whose name, year of birth and parents match relations in your tree, providing a stronger match than normal hot matches. Occasionally you will find that there are no Super Hot Matches when you know there should be. It is simply because they haven't been picked up by our system. However, you will probably find that the Super Hot Match will be picked up in the future.
We have recently updated the way we search for hot matches. We have changed the logic so that they are more accurate. This may well mean that you don't as many Hot Matches as you'd expect. We are simply trying to send you the most accurate ones.
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.