Basics
Where you can find the user’s local timezone in the account details?
Right above the support summary box.
How many profiles can a family tree have?
Depending on the subscription (Basic 250/Premium 2500/PremiumPlus Unlimited).
Can users connect/disconnect people using the mobile app?
No, only if they login using the mobile browser.
What are Smart Matches?
Is a feature that automatically cross references the people in your family tree to all non privatized profiles in other family trees at MyHeritage. When one family tree is compared to other family trees, we compare the following information: first name, last name, names of both parents, date of birth and date of death. In case some details match, this will be presented as a Smart Match.
What is the collection Catalog?
The Collection Catalog is a new feature available in MyHeritage historical record search engine that allows you to explore our main collections of records, browse through specific ones and discover the newest collections available in our Research area.
What is the “last received emails” section for?
We show the last 40 emails sent to the user. In some cases, however, you will see more than 40 - maybe 45 or 50. These “last emails sent”, include all previous purchase and extension update emails (users extending their subscription - not a manual extension added by us/free months)
What is the connect/disconnect existing people tool for?
Create or remove a relationship between existing people in your tree without adding or deleting them.
What actions are listed on the action button (+) on the mobile app?
Add facts tab shows facts, such as: married, baptized, etc.
Add photos tab shows photos of this person.
Scan photos allows you to scan documents & photos
Add audio allows you to record
Add relatives tab shows relatives of this family member.
What is the difference between “matches by people” and “matches by source”?
Matches by people: This option shows all matches, Record Matches
and Smart Matches, selected according to matched profiles in the user's family tree.
Matches by source: This option shows all matches, Record Matches and Smart Matches, grouped by source. Source can be a Family tree for Smart Matches and collections for Record Matches
Which subscription is required to contact a user found thanks to Search Connect?
Data subscription.
A user is calling because they are not receiving our system emails. Upon checking the account, you see that the last emails are marked as “Bounce.” What does this mean and what can you do to help the user?
Try subscribing the user or recommend the user to change their email address to something else.
A user does not want his brother to make changes to the family tree. What can you recommend to the user?
He can change his tree settings to “only you”.
How can an Apple user delete their account using the mobile app?
Go to settings.
Tap on account.
Tap on delete account.
Accept the terms and conditions.
What are Record matches?
The Record Matching technology automatically finds matching historical records for your family tree, from our growing collection of billions of records. This comes on top of the MyHeritage Search Engine, our search engine for historical records.
A Record Match is a document relevant to your family's history, such as a birth record of one of your ancestors, a tombstone photo of a relative in your family, or a newspaper article. Record Matches are found automatically and delivered directly to you.
What happened to my new Discoveries? I accepted one set and I can’t find the other ones anymore that were there before.
Once you accept an Instant Discovery it can take up to 24 hours for the system to give you the option to go over more discoveries.
Does a GEDCOM file contain photos?
A Gedcom is a text-only file, meaning media files are not included. But the file path to these images are included and when you import a Gedcom into a genealogy software, this software can pull up those images (though only if they are saved on the same computer as the one you are now opening the Gedcom on or the family site is on the same server).
The user wants to check if there are any duplicate profiles on his family tree, is there something you can recommend the user to do?
We can recommend the user to use the list view and sort by name.
What subscription is necessary for the Photo Scanner?
Photo subscription.
What is the difference between extracting information from a record and saving the record?
Saving a record links between this record and the chosen individual in the tree.
If you extract details from the record to your own tree, these details will become part of the tree, just like the details that you have manually entered. However, if you save a record the result will be similar to a confirmed Record Match – you will have a link to this record in the individual’s record strip in his profile, but the information in your tree will NOT be changed.
What is the first thing you need to do if a user is having issues with creating a chart?
1. First, try and reproduce the issue.
Check the following steps:
- What is the chart type the user chose?
- What is the chart style the user chose?
- Who is the main person in the chart?
- How many generations did the user choose?
- Did the user change anything in the advanced customization settings?
What is the magic-7 wizard?
It is a tool that creates the initial tree of a user with the information they provided upon sign up.
A user wants to add his adoptive and natural parents to their family tree, what can the user do?
1. Click on the person to whom you want to add the parents. On the left-side panel, click on 'More'.
2. Then, select 'Manage parents'.
3. A window will pop up in the middle of your screen where you can choose whether you want to add adoptive or foster parents:
4. Click 'Done' to finish.
The newly added parents will be indicated by a "+1" gray circle indication. Hovering over the +1 indication, shows a tooltip explaining what this means.
What does a user needs to do if they are having issues using one of our features on the mobile app?
In general if a user is experiencing issues with the mobile App, we should recommend to
Uninstall and reinstall the App as well as updating the operating system on his device.
If a user regrets accepting an Instant Discovery, what can they do?
There is no way to undo an accepted discovery, they will have to delete the new people manually (people with the “new” tag).
What languages are supported in the family book?
English US
English UK
Italian
Dutch
Norwegian
Portuguese
Portuguese Brazil
Swedish
German
Spanish
French