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Guide: Can’t Log on – What next?

Posted in Categories / Groups:

Very occasionally someone finds that they can’t log on to Ancestorian.  We know that it can be extremely frustrating when this happens to you. This Guide aims to walk you through some of the things you can do to resolve this issue.

To date, these instances have been rare and infrequent. It seems to happen most commonly with people who are newly registered and less familiar with the website.  At this point, it does not appear to be an issue with the registration and/or login process within the Website. However, if an issue with the website is found during the course of assisting a member to log in, we will do our best to remedy it as soon as possible.

Steps to Take

Please make sure you are logging in with the email address you registered with NOT your Username

Note:

  • If a person’s email address is written incorrectly when they register, even if only by one letter, this will cause an issue.  If you have received an email from Ancestorian, you will know that this is not your issue.
  • Sometimes people have multiple email addresses and forget which one they used.

Please make sure your caps lock is off and that the password you are putting in is exactly the same  as the password you registered with. The password function is case sensitive. 

Note:

You can request a password reset by clicking on ‘Forgot Password’

[Even if you think you are putting in the right password, this is an option you may like to try to see if you can clear the problem].

Don’t be put off by the look of the Login button when you go to click on it and, please give it time to load. Sometimes there can be a bit of a delay.

Note:

Sometimes the Login button looks slightly greyed out – it still works.  Also, when you put your mouse on the Login button, you may get this symbol:

 

Click on it, it will still work.

 

Support

If all else fails and you are still unable to access the website, you can contact us via the Ancestorian Facebook page 

@peepso_user_3687(dspinks41)
The log on process used on this site is very strange ... does not work very well! Made 100% worse by poor responsiveness and very slow speed!
1 year ago
@peepso_user_1485(Suffolk Kiwi)
@peepso_user_3687(dspinks41) We have just added back a software feature that should make you stay logged in unless you specifically log out.
This will hopefully fix the problem you are having.
@peepso_user_3687(dspinks41)
@peepso_user_1485(Gregory Scowen) that sounds like good news... I am however now getting 2 emails for each comment made on this site?
1 year ago
@peepso_user_1485(Suffolk Kiwi)
@peepso_user_3687(dspinks41) There is a long-standing problem with the software that sends an email for an answer to a comment and a second email when you are mentioned in a comment.
This is something the software company has never fixed. We are working on our own fix for this problem.

In the meantime, you can change you settings to only get notified on either mentions or comments.. but this can mean you miss some notifications.
It's frustrating, I know. It happens to me too.
1 year ago