The Genealogist: Help Wizard |
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New Subscriber Frequently Asked Questions
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I do not have a credit card: is there any way I can purchase a subscription? Yes, there is! Simply download a postal subscription form: http://www.thegenealogist.co.uk/tg_subscription_form.pdf and send it to us with a cheque or postal order. (You will need the free Adobe Acrobat Reader to view and print this document.) We shall do the rest and let you know by email when you account is set up. or
I get the message ‘Duplicate registration - This email address already exists in our records’ when I try to sign up
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Data Protection: What info will your site collect and hold about me? We maintain the information provided by each subscriber when they sign up. Subscribers have the facility to update any of their data at any time whilst logged in to the service. This site is being run in conjunction with S&N Genealogy Supplies and S&N British Data Archive Ltd (West Wing, Manor Farm, Chilmark, Salisbury SP3 5AF, United Kingdom). Any information gathered from subscribers will remain with S&N Genealogy Supplies and British Data Archive and will not be divulged to third parties without seeking your permission. Your email address will not be made public without your express permission. You may unsubscribe from The Genealogist, without refund, at any time by email: index@thegenealogist.co.uk. You can unsubscribe from our email news service at any time by going to the Change my Details link on the My Subscriptions page when you are logged in. Each time you sign in to the service a cookie is set. This contains a small code cross-referenced with your user details. There is no way anybody else could identify you or your computer from this code. We do, however, log the queries done on the site by every user so royalties can be paid for licensed data and service-monitoring can take place.
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Existing Subscriber Frequently Asked QuestionsOur customers' most common problems relate to the setting of cookies. You can find out about them here.
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When I try to view an image an error appears saying 'To help protect your security, Internet Explorer blocked this site from downloading files to your computer' You can turn off the information bar in Internet Explorer by lowering the default settings. Go to Tools > Internet > Security. Then click Internet followed by the Custom Level.. button. Then scroll down to Downloads and make sure File Download is enabled. or
I can't log in with my email and password Check the spelling and format of the email address you’re using and make sure it is the one you signed up with. Try logging in again here.
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I can only see part of the page and there are no scroll bars It is probably because you have a very low screen resolution which means the site (designed for an average screen resolution of 1024 by 768 pixels) appears rather large on your screen. If you try a higher screen resolution, allowing you to fit more on your screen, you should be able to find the scroll bars. If you are unable to change the screen resolution, you can move the page around by clicking the hand icon on the menu bar, moving the hand over a portion of the page, then pressing the mouse button and dragging the mouse to shift the page. or
I get an empty blank white screen when I try to log in. We have found this is due to personal firewalls such as Norton or ZoneAlarm using tight security settings. Click here for more information on using our website with firewalls.
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How can I get your site to work with my firewall running? You will need to allow access to our site. Each firewall works differently and has so many settings that we cannot give complete instructions for them here. You will need to refer to your firewall manual. However, as a basic guide, if you are prompted by your firewall asking whether you will allow access to this site, say Yes. Or, if you have the type of settings where you type in the addresses manually, ensure that thegenealogist.co.uk is allowed. or
I’ve forgotten my password You need to click the Forgotten Password link to the right of the login box to have your password emailed to the address you signed up with. Please ensure you change the password as soon as possible afterwards. There is a shortcut to it here. or
I keep being asked to register my browser This happens when the cookie set by your last visit cannot be found when you log in. Are you are logging in using the same computer and user account each time? If no: Access is designed to be used from one computer only to prevent fraudulent use of your personal information and credits. We allow you three changes of machine (in case you buy a new pc or have to reinstall the system). After this you will be temporarily locked out and given the opportunity to have your account reset and a new password emailed to you. If yes:
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What are cookies and how do I enable them correctly?
Cookies are small text files left by a website when you visit so it can identify you next time. Many large websites use a cookie to recognise you next time you visit and remember your preferences etc. The cookie we create contains no information personal to you. Allowing a Web site to create a cookie does not give that site or any other site access to the rest of your computer and only the site that created the cookie can read it. We use cookies to remember the computer used last time you logged in to the service. This is the only way we can prevent performance being degraded by people trying to access the service without paying subscriptions. Family Tree Magazine Feb 2005 page 51 has an article on cookies; they are an essential part of online subscriptions. We are happy to reset your browser counter if cookies are a problem. However, if you block cookies entirely, the system will not function correctly. Click here to see how to enable cookies safely or
Do I have to re-enter all my details every time I subscribe to more services? No, this is not necessary. Simply click Register for More Services on your choose service page to select more services and proceed to the payment section. or
How do I renew my subscription? 1. Log in using your existing details. 2. Go to Register for More Services. 3. Select the service you wish to extend your subscription for.
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Why doesn’t the area I want to search appear in your databases? Most census transcripts available are now completed, however some of the counties for the 1901 census are still being created. These are clearly marked as such and are continually updated as new material is collated. This happens on a regular basis, so even with a 3 month subscription there is a good chance the data you require will be added. or
When I try to view the images of the found pages, I can't see them.
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When I try to view the images of the found pages, nothing comes up on the screen: The image-viewer window does not open. The window is not hidden.
When I try to view the images of the found pages, nothing comes up on the screen: The image viewer-window does not open.
When I try to view the images of the found pages, I can't see them: The image viewer-window does not open: The window is not hidden and my firewall is allowing pop-ups: Javascript is enabled.
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When I try to view the images of the found pages, I can't see them: The image-viewer window opens.
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When I try to view the images of the found pages, I can't see them: The image-viewer window opens: I get the pink navigation bar and a 'missing image' icon.
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When I try to view the images of the found pages, I can't see them: The image-viewer window opens: I get the pink navigation bar and a 'missing image' icon: I have Adobe Acrobat Reader 5 or newer installed and it is enabled for web: ActiveX is enabled.
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When I try to view the images of the found pages, I can't see them: The image-viewer window opens: I get the pink navigation bar and a 'missing image' icon: I have got at least Adobe Acrobat Reader 5 installed.
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When I try to view the images of the found pages, I can't see them: The image-viewer window opens: I get the pink navigation bar and a 'missing image' icon: I have got at least Adobe Acrobat Reader 5 installed and web-enabled.
I'm unable to find my entry within the BMD records — I can find the right page in the right period, but my entry just isn't there. We publish BMD data held and maintained by the General Register Office (GRO), part of the Office of National Statistics (ONS). If you feel this data is incomplete, wish to question an entry or have any general enquires concerning the BMD data itself (not our presentation of it though) please contact the GRO directly using the information at http://www.gro.gov.uk/gro/content/contactus/Certificate_services_section.asp. or
How do I download Adobe Acrobat Reader? We recommend using Adobe Acrobat Reader 5 or 6. Older versions will not allow you to benefit from all the features in the site and newer ones may not read our image files. (Mac users: To get the best results we recommend using the latest version of Safari plus Acrobat 7; prior to this the software did not support the viewing of the PDF in the same window as the pink navigation bar: the PDF always comes up in a third window) You can download Adobe Acrobat Reader, free of charge, from: http://www.adobe.com/products/acrobat/readstep2_allversions.html or
I need to change my login email address You can do so once you’re logged in. or
When I try to view an image an error appears saying 'Read less image data than expected'
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Why do I only get ten credits on my free trial subscription? The trial subscription gives you free access to the vast range of databases that are included in our all-inclusive subscriptions. It is designed to give an overview of the system at no cost to interested genealogists. Buying access to the included databases on a pay-as-you-go basis would cost well over £3,500. The trial offers access to databases that are not available with other sites (e.g. 1841 census) or that would require you to pay out £70 or more to get access to elsewhere. Our BMD index is consistently rated the best in independant group reviews. It costs hundreds of thousands of pounds to create and maintain our databases and customer service. Because of all this we obviously need to restrict the amount of research that can be done for free and that is why we give ten credits and clearly tell subscribers to use them wisely. As the actual searching of the BMD indexes is free, with your ten credits you could view as many as ten pages or full records — enough to get your family tree well under way. Bear in mind that you can still get a results list from searching the BMD records even when your credits have run out. How can I get more credits for my free trial?
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How can I get more credits for my free trial?Because this subscription is just a trial you cannot top the credits up. However, you can upgrade to a full all-inclusive subscription from just £4.66 a month, or, for example, a pay-as-you-go BMD subscription for a one-off payment of just £5. During the period of your trial, our special upgrade offer means that you can also get a valuable free gift by purchasing a Personal Premium subscription which is credit-free so your searches and record/page views are no longer restricted (subject to the personal use clause in the terms and conditions). Bear in mind that you can still get a results list from searching the BMD records and some other databases even when your credits have run out.
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Contact DetailsYou can contact us for subscriptions or renewals with credit card or cheque/postal order:
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