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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.

If  you think either of these things apply, you should open a ‘Support Ticket’ (see below).

 Website Admin can tell you what email address you have registered with at Ancestorian

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].

If you don’t receive an email in response to this, or if your password reset doesn’t resolve the situation, you should open a ‘Support Ticket’ (see below).

Website Admins cannot see what your password is so we cannot change it for you. What we can do is check that your email address is recorded correctly at Ancestorian, correct it if necessary, and/or send you a new password reset email.

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.

Opening a Support Ticket

If you have done everything you can do to log yourself in and you still have an issue, please open a support ticket, if you have yet to do so.  Support can be accessed whether you are logged in or not.

The ‘Support Tab’ is at the top of the website just below where you log in. Click on ‘Open a Support Ticket’ as shown in the image below:

When you go to ‘Open a Support Ticket’ while not logged in, it will take you to a screen that looks like this:

Pick ‘Continue as Guest’ and the following form will come up:

Please explain clearly what your issue is, what you have done so far to try to resolve it and tell us the wording of any error messages you have received during the process of trying to log in.

We will do our best to figure out what may have caused the problem and to help you gain access to the site.  

Note:  If your issue cannot be resolved, the best option may be to start over. If you want to, you can ask us to delete your account so that you can re-register and start over.

About the author: JaneChapman Admin Icon
I am one of the Admin team at Ancestorian and a hobby genealogist. I have been researching family history since the early 1990's. Since 2013, I have been using autosomal DNA-related information, in conjunction with traditional sources of evidence, to support, or challenge, the paper trail and to solve genealogical puzzles. I am always happy to collaborate with, and support others in, family history research. I am a member of the New Zealand Society of Genealogists (NZSG) and the Guild of One Name Studies (GOONS). You can also find me at: https://walkmypast.com/

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Comments

@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 month ago
@peepso_user_1485(Gregory Scowen)
@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 month ago
@peepso_user_1485(Gregory Scowen)
@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 month ago