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How We Can Help Users of our Premium Plugins?

We recommend starting with some of the tools and options available to Free version users – see here – as these are powerful tools that can help make spotting the issues easier.

We also suggest you check our documentation and FAQ carefully – often users complain of a ‘bug’  but the real issue is an incorrect setting.  Note that if your whole tree does not display the first thing to do is closely check that each family member is correctly linked to their parents and spouse.  Missing or incorrect links are frequently the cause of trees displaying incorrectly and we cannot identify this using fault detection and log based support because there is no bug.  What’s more, we don’t know your family so it’s hard for us to spot an incorrect link.

Premium customers can also post support requests here.

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