Get help

If you have hit a problem, we would like to help you solve it. Below you will find links to different parts of which should help to answer your query. If you're still having problems, you'll find our friendly customer support team's contact details at the bottom of the page.

Have you read our help and advice section?

It's likely that you will find the answer to your problem in our useful help and advice pages. Have a look at any of the pages below for further information:

  • Frequently asked questions - answers to commonly asked questions, neatly broken down into relevant sections

  • Getting started - an overview of the different aspects of starting your family history research

  • Using the records - explores the different records and what you can expect to find out when you search them

Having problems with searching?

As a general rule, less is always more when searching for your ancestors. Start by entering the least possible amount of information, e.g. last name or keyword and see what results come up. This way you can narrow down your search stage by stage and the chance of missing your ancestor is vastly reduced. Unlike records available on most other subscription sites, has two different types of data: structured and unstructured which makes searching a little different to what you may be used to. View our search guide for the best way to search on

Get in touch with customer support

If you're still having problems, contact our customer support team who will be happy to help. Please be aware that does not undertake paid family history research and we are unable to perform searches on your behalf.

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