Account Management

Questions


  1. Invalid Login
  2. Already Logged In
  3. Invalid Email Address
  4. I stopped part way through the sign up process, but when I tried to start over, it says my username is already taken. What should I do?
  5. I forgot my password, can you remind me?
  6. How do I cancel during my 7 day trial period?
  7. How do I cancel?
  8. How do I change my personal, account, or credit card information? How do I change my newsletter preferences?
  9. Is there a phone number I can call to resolve support issues I encounter?

Answers

    Account Management

  1. Invalid Login

    If after logging in it says invalid login, please double-check your login information and try to login again. If you continue to receive this message, use the "Remind Me" section of the Invalid Login page to be reminded of your password. If you still receive the Invalid Login message, please contact Customer Support.

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  2. Already Logged In

    One of the following will cause you to receive this message after launching the Genealogy BrowserT: 

    • INTERNET CONNECTION: If you were disconnected from the Genealogy BrowserT inadvertently (either your internet connection was disrupted or an error occurred which caused the browser to close), you may receive this message when you try to login again. Wait 20 minutes before trying to login again.
    • SOMEONE ELSE IS USING YOUR ACCOUNT: This is not a multiple login program, so if you have given your information to another person you will need to ask them to logout before you can log in.

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  3. Invalid Email Address

    If you see this message after login, you will need to update your email address. If you have a new email address, click the hyperlink in the message and then click edit under "Account Information'' on the My Account Page. When the edit account information page comes up, enter your new email address and your account password and press Submit. If your current email address is still valid and you believe you shouldn't have seen this message, follow the above steps, but don't change the email address.

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  4. I stopped part way through the sign up process, but when I tried to start over, it says my username is already taken. What should I do?

    If you made it partially through the registration and for some reason stopped, then your account was probably created as a guest account.

    If you would like to become a subscriber and take advantage of the many subscriber features, login to your account by using the login information that you previously entered. After logging into the account, you can go to "My Account" and edit your subscription information.

    If you think you've created a duplicate account or can't find your account, please contact customer service for help using the contact link on the bottom right hand corner of OneGreatFamily's website to make sure the account was actually created.

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  5. I forgot my password, can you remind me?

    When you first subscribed, we sent you a welcome email with your registration information, which included your password and username. If you no longer have that email and would like to have your user name and password emailed to you, please click here

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  6. How do I cancel during my 7 day trial period?

    A free trial subscription comes with the option to cancel anytime during the trial period.  To cancel your trial subscription and avoid being charged after the free trial period has expired, go to the OneGreatFamily Home Page located at http://www.onegreatfamily.com/Home.aspx.  Then click on "Contact Us" located in the footer of the Home Page.  This option will take you to the Contact Customer Support page.  Under the section titled "Send Us A Message," please select "Contact Me about Trial Cancellation."  A window will appear titled "Sign In to OneGreatFamily.com."  Please enter your OneGreatFamily Username or your Email Address and your OneGreatFamily Password and select "Sign In".  You will be returned to the Contact Customer Support page and the Name, Email Address and Phone Number fields will be filled in with information from your current account.  You may also add additional information in the "Please describe how we can help you" box, if desired.  Then click "Submit Inquiry" and you will receive a "Thank You" message containing additional information.  Upon receipt of your email, a customer service representative will review your request within one business day and respond to you via the email address you provided.  The email reply received from customer service is your confirmation that your subscription has been cancelled during the trial period.  No refunds are issued after the free trial period has expired.

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  7. How do I cancel?

    To cancel your subscription to the Software go to the OneGreatFamily Home Page located at http://www.onegreatfamily.com/Home.aspx.  Then click on "Contact Us" located in the footer of the Home Page.  This option will take you to the Contact Customer Support page.  Under the section titled "Send Us A Message," please select "Contact Me about Subscription Cancellation."  A window will appear titled "Sign In to OneGreatFamily.com."  Please enter your OneGreatFamily Username or your Email Address and your OneGreatFamily Password and select "Sign In."  You will be returned to the Contact Customer Support page and the Name, Email Address and Phone Number fields will be filled in with information from your current account.  You may also add additional information in the "Please describe how we can help you" box, if desired.  Then click "Submit Inquiry" and you will receive a "Thank You" message containing additional information.  Upon receipt of your email, a customer service representative will review your request within one business day and respond to you via the email address you provided.  The email reply received from customer service is your confirmation that your subscription has been cancelled during the trial period.  No refunds are issued after the subscription has been charged or renewed.

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  8. How do I change my personal, account, or credit card information? How do I change my newsletter preferences?

    To make changes to all personal information, you will login to your account by clicking here and click on the "My Account" tab:

    To edit your address, phone, email address, and password click on "Edit" under "Account Information." Change the information, enter your account password, and click "Submit."

    To change your subscription type, click on "Edit" under "Subscription Information." Choose the subscription plan you want, enter your account password, and click "Submit."

    To change your credit card information, click on "Edit" under "Credit Card Information." Change the credit card details, enter your account password, and click "Submit."

    To change your newsletter preferences, click on "Edit" under "Email Preferences." You will see:

    Select the type of emails you''d like to receive

    Newsletters
    GenMailsTM and other genealogy information
    Promotional Offers from OneGreatFamily
    Promotional Offers from OneGreatFamily Partners

    Select the ones you want to receive, and deselect the ones you don't want. Enter your account password and click "Submit."

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  9. Is there a phone number I can call to resolve support issues I encounter?

    You can reach us toll-free at 1-877-643-8733 for assistance.

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