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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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Already Logged In
One of the following will cause you to receive this message after launching the Genealogy Browser:
• INTERNET CONNECTION: If you were disconnected from the Genealogy Browser 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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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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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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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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How do I cancel during my 7 day trial period?
To cancel your account, login to your account by entering your username and password. After logging, in you will need to click on the link in the bottom right-hand corner of the screen that says “Contact”. Click on the link and fill out the form and choose the subject of Cancellation Requests. You will then finish filling out the form and click submit. Submitting this form will not result in the cancellation of your account. After we review your request, you will be sent an email describing how to finalize your cancellation. Please do not delete any cancellation emails from us until your account cancellation has been finalized.
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How do I cancel?
To cancel your account, login to your account by entering your username and password. After logging, in you will need to click on the link in the bottom right-hand corner of the screen that says “Contact”. Click on the link and fill out the form and choose the subject of Cancellation Requests. If you are a paying Subscriber and live in the United States or Canada, you will receive the phone number of the billing department to cancel your account. If you are a paying Subscriber and live outside the United States or Canada, you will then finish filling out the form and click submit. Submitting this form will not result in the cancellation of your account. After we review your request, you will be sent an email describing how to finalize your cancellation. Please do not delete any cancellation emails from us until your account cancellation has been finalized.
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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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Is there a phone number I can use to resolve the support issues I encounter?
You can reach us toll-free at 1-877-643-8733 to receive assistance with the program.
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