Family Tree Help Center & Builder, GEDCOM and Printing
Get family tree help for starting a tree, fixing relationships, importing GEDCOM files, printing charts, managing privacy and solving account issues.
Family Tree Help Center
Find practical family tree help without searching through unrelated articles. Choose the task you are trying to complete, follow the quick checks and contact support only when the problem needs account-specific investigation.
The Help Center covers the online builder, relationships, photographs, GEDCOM files, printing, collaboration, privacy and account access. Support will never ask for your password or contact you unexpectedly to request remote access to your computer.
Choose a Help Topic
| Topic | Start here when you need to | Recommended destination |
|---|---|---|
| Getting started | Create the first person or choose a template | /how-it-works/ |
| People and relationships | Add, edit, remove or reconnect relatives | /family-tree-builder/ |
| GEDCOM import | Upload an existing tree or review import warnings | /gedcom-import/ |
| GEDCOM export | Create a portable backup or move a tree | /gedcom-export/ |
| Printing | Choose a format, paper size or poster layout | /print-family-tree/ |
| Plans and billing | Compare limits, renewals or cancellation | /pricing/ |
| Privacy and access | Protect living people or manage invitations | /privacy-and-security/ |
| Common questions | Find a short answer before contacting support | /faq/ |
Quick Fixes for Common Problems
| Problem | Try this first | Contact support when |
|---|---|---|
| Changes are not visible | Refresh once, confirm the correct tree and check whether the save status completed | Recent edits remain missing after reopening the same account and tree |
| Wrong parent or partner | Open the profile and edit the relationship rather than deleting the person | The connection cannot be changed or affects an unexpected branch |
| GEDCOM file is rejected | Create a fresh .ged export and record the exact error | A supported file fails repeatedly or the error is unclear |
| Photos are missing after import | Check whether media was exported separately | Uploaded media is accepted but does not attach to the selected profile |
| Print text is tiny | Use larger paper, fewer visible fields or separate branch charts | The preview remains incorrect after changing layout and export settings |
| Invitation does not work | Confirm the email, access level and expiration or revocation status | A current invitation cannot be accepted by the intended account |
| Cannot sign in | Use the verified password-reset flow and check the email address | Reset messages do not arrive after spam and address checks |
Adding and Correcting People
Add a new relative from the profile of someone already connected. This reduces the chance of attaching the person to the wrong family. Select the relationship type, enter the known name and review the visible lines before continuing.
To correct a relationship, edit the connection first. Deleting a profile can remove notes, sources, media or links that still belong to the correct person. Create a GEDCOM backup before reorganizing a large branch.
Duplicate Profiles
Two people with the same name are not automatically duplicates. Compare dates, places, parents, partners, children, occupation and sources. Merge only when the available evidence supports one identity.
- Keep the profile containing the clearest sources and identifiers.
- Move missing facts and citations before completing a merge.
- Check spouses, children and parents after the merge.
- Record why the profiles were considered the same person.
- Export a backup before merging a large number of records.
GEDCOM Troubleshooting
For useful family tree help with a failed import, save the original file and the exact error message. Do not repeatedly edit the GEDCOM by hand unless you understand its structure because a small tag change can affect many records.
- Confirm the extension: The selected file should be the .ged file created by the source program.
- Create a new export: A partially downloaded or older file may be damaged.
- Try a test branch: When the source program allows it, export a small branch to identify compatibility problems.
- Keep the destination private: Review living people and notes before sharing the imported tree.
- Send safe diagnostics: Provide counts, file size, source program and error text, but do not post the private file publicly.
Printing and Export Help
If a chart looks crowded, changing the file format alone may not solve the problem. Reduce visible fields, choose an ancestor or branch chart, use larger paper or create separate charts. PDF is usually best for routine printing; SVG is useful for large professional output.
If connecting lines are missing, inspect the editor before exporting. A print file cannot correct an incorrect relationship in the underlying tree.
Account, Privacy and Invitation Help
Use only the sign-in, password-reset and support links on the verified domain. FamilyTreeMakerNow.com support should never ask you to send a password, payment-card number, government identification or full GEDCOM file through a public forum.
Review invitations from the tree settings. Remove access that is no longer needed and keep living-person profiles hidden from public views. Download a backup before account deletion or major permission changes.
Contact Support
Use [VERIFIED SUPPORT FORM URL] or email [VERIFIED SUPPORT EMAIL]. Insert the normal response window here: [SUPPORT RESPONSE TIME]. If paid plans receive a different support level, describe it accurately on the Pricing page.
Include enough information to reproduce the problem without exposing unnecessary family data:
- The page or tool you were using
- What you expected to happen
- What happened instead
- The exact error message
- The browser and device type
- Whether the problem continues after signing out and back in
- For GEDCOM issues: source program, file size and record counts when known
- A screenshot with names and private details blurred or replaced
Frequently Asked Questions
How do I start a new tree?
Open the builder, add one known person and connect close relatives. The How It Works page provides the complete beginner workflow.
How do I undo a wrong relationship?
Edit the connection from the affected profile. Avoid deleting the person unless the entire profile is genuinely unwanted.
Why did my photos not import with GEDCOM?
GEDCOM commonly transfers text-based data and media references rather than the actual files. Locate and upload verified media separately.
Why is my printed tree unreadable?
Too many people or fields are being compressed into the selected paper size. Use a poster, split branches or simplify each profile.
How do I remove someone’s access?
Open the tree’s invitation or sharing settings, find the person and revoke access. Copies already downloaded cannot be recalled.
Will support ask for remote access?
No legitimate standard support process should require an unexpected caller to control your computer. Refuse and use the verified support form.
What should I do before deleting my account?
Export GEDCOM, download important media and save a readable PDF. Review the verified retention and deletion terms.
Get the Right Help Without Exposing Your Tree
Start with the task-based guides and quick fixes. If the issue continues, send the smallest amount of diagnostic information needed. Good family tree help should solve the product problem while respecting the privacy of the people in your research.
CONTACT VERIFIED SUPPORT