My question is not here

Yes, there is!

Simply download a postal subscription form:

/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.

Have you already registered with us or cancelled a subscription purchase part-way through?

If yes: Try logging in, then you can select 'Buy More Subscriptions'.

If no: Please check the spelling of your email address. One character can make all the difference! Try again here.

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 run by Genealogy Supplies (Jersey) Ltd and is part of The S&N group of companies. Any information gathered from subscribers will remain with The S&N Group 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 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.

Our customers' most common problems relate to the setting of cookies. You can find out about them here.

My question is not here

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.

Check the spelling and format of the email address you’re using and make sure it is the one you signed up with. Also note that the password is case sensitive, so if you signed up with a password of "PAsSwOrD" it will not match "password". Cookies do need to be enabled for you to logon, for more information on cookies click here

Try logging in again here.

Have you forgotten your password? Yes

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.

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.

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.

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.

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:

Is the date and time set correctly on your computer?

If no: Set the correct date and time.

If yes: Do you have cookies enabled?

If no or not sure: Enable cookies (instructions here)

If yes:

Are you using a firewall or other software that clears your cookies or wipes your cookie cache?

If yes: Your firewall may be causing problems. Some settings may need changing, but be careful about turning it off completely as this could leave your computer vulnerable. See your firewall manual for instructions.

If you are running any software that removes your cookies on exit/shutdown, you will need to adjust it accordingly. Many users have this software running without even realising it, so check your system carefully. We are unable to give specific advice on this as there are so many different types -- consult your user manuals if necessary.

If no:

Have you inadvertently disclosed your login details to anybody else who may be using them on another computer?

If yes: Please change your password as soon as you can and do not give out your details to anyone else or your account may be locked out.

What's in The Genealogist Cookie? The name we gave our cookie [dbase] A random number [1781766200] used to cross-reference your record in our database The address where our site is hosted [www.thegenealogist.co.uk] Expiry date of the cookie in UNIX epoch format. The rest of the information is set by your browser; the squares are simply dividers.

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

No, this is not necessary.

Simply go to the "My Account" section and click "Buy More Subscriptions".

You may find the latest help for upgrading on the Research Guide

We only provide an index to the BMD records.  Record certificates aren't available to view online on any site as they're only available from the General Register Office. You can apply for them online at: www.gro.gov.uk
using the index references and general record details available on our BMD indexes.  If you apply for the certificate using the volume & page reference shown on our index, you will receive a discounted price.

A full list of all the record sets available to our premium subscribers is available at:
/nameindex/ai_content.php

• Premium & Plus subscriptions renew automatically (please see terms & conditions)
  
• If your subscription has expired, simply go to "My Account" & click "Buy more subscriptions"
  
• If your renewal payment was declined or you have a new credit/debit card, please go to "My Account", click "Subscription History" and then click the "New Card" button.

Alternatively, you can contact us and we shall be happy to extend your subscription for you.

Census transcripts covering 1841 to 1901 are now complete, if you have a problem trying to find someone in the census or any of our other records, our team are happy to help, simply contact us. New data sets are added on a regular basis, so even with a 3 month subscription there is a good chance the data you require will be added.

Does the image viewer window open?

Yes

No

Is Javascript enabled?

Yes

Not sure? Click and if you get a message, javascript is enabled. If nothing happens, click No, below for instructions.

No

or

The window may be hidden behind the current window: Try minimising the search window to check.

OR

Your firewall may be blocking pop-up windows: Try allowing pop-ups in your firewall (for this site only). We do not use pop-up advertising so this will not have any adverse effect to the rest of your surfing, provided you only allow it for our site.

No, the image window is not there

or

Try right-clicking on the image link and selecting 'Open'.

Tried that: Still doesn't work

Do you get the pink navigation bar, probably with a 'missing image' icon?
(Similar to the screenshot below, although it may vary depending on the browser and computer you are using)

Yes

No, I don't get the pink navigator bar

Have you got the latest version of Adobe Acrobat Reader installed?
( All image-based services require this plug-in to operate)

Yes

If no: Click here for information on downloading the latest version.

Do you still have older versions of Adobe Acrobat Reader installed on your computer?

If yes: There may be a conflict: uninstall the older versions.

No, I don't have any older versions of Adobe Reader installed

Is Adobe Acrobat Reader enabled for use within your browser?

Yes

If no or not sure: You can find instructions to check it is enabled here.

 

Your 'ActiveX' options in your browser may have been disabled: Click here for information on enabling 'ActiveX'.

No, ActiveX is enabled

or

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.

If you're having difficulty finding people in databases that you expected to be there, it can be due to a number of things, and there are various search strategies you could try to find entries:

• Search with wildcards (i.e. for Alexander try searching for Alex* ) to bring back likely misspellings etc.
• Try clicking on the surname variant option box. This then searches for similar sounding names, e.g. Bayley, Baily, Bailey, Baylee, etc.

We recommend using the latest version of Adobe Acrobat Reader. Older versions will not allow you to benefit from all the features in the site.

(Mac users: To get the best results we recommend using the latest version of Safari; 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://get.adobe.com/uk/reader/

Apple has recently changed plug-in support in Safari 5.1+ which has stopped Adobe Reader plug-in from functioning; this is officially recognised by adobe who hope to have a 'workaround for this issue before the end of 2011'.

If this happens you may experience having to download a PDF rather then it opening inside the browser.

As a fix we are recommending schubert-it.com/pluginpdf/ as a plug-in that works with 5.1, and is free for personal use.

To stop this from happening, try using the most recent version of Google Chrome, Mozilla Firefox or Internet Explorer instead of your current browser - this should stop it from crashing and enable you to use the website.

The most commonly used browsers are all free and easy to install and use. Here are the links to download these browsers:

Google Chrome

For detailed install instructions please click here.

Microsoft Internet Explorer

Mozilla Firefox

Simply log in and go to "My Account" then click "Edit My Details".

The trial subscription gives you free access to the vast range of databases that are included in our premium 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. The Non-Conformist and Non-Parochial records) or that would require you to pay out £90 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?

Because this subscription is just a trial you cannot top the credits up.

However, you can upgrade to a full premium subscription from just £4.66 a month, or you can add a pay-as-you-go subscription, 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 Gold 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.

You can contact us for subscriptions or renewals with credit card or cheque/postal order:

UK Telephone: 01722 717006 / 01722 716121  

International Telephone: +44 1722 717006 / +44 1722 716121

UK Fax: 01722 716160   (International Fax: 44 1722 716160)

The Genealogist, Genealogy Supplies (Jersey) Ltd, PO Box 530, Jersey JE4 8XX