• How do I contact technical support?

Please review our FAQ section before submitting a support request.

If you would like to submit a support request you can visit our web site at: www.familytreelegends.com and click on the "Support" menu option, and then choose "Contact Customer Support".

Our staff is happy to address your issue via email- one of our customer support representatives will respond to you via email, within 48 hours after you post your request. Our support team is available to answer email requests Monday – Friday.

It is important to keep in mind, that when you contact the support team it is very helpful to provide as many details regarding your situation as possible. If you are encountering an error message, please provide the exact text of that error message. In addition, please provide step-by-step details of what you did, leading up to the appearance of the error. Also, it is helpful to provide information about who you are as a user: your 8-digit “Order ID” number, your GenCircles username, etc.

Neglecting to include specific information regarding your technical issue will delay the support process significantly.

• Do you provide telephone-based technical support?

No. Our technical support is currently email based for quality assurance purposes. This allows us keep electronic records of all requests that are posted. We have considered adding telephone based support in the future. However, we cannot specify a date for this support, and apologize for this inconvenience.

• I have contacted technical support via email, but have never received a response. What gives?

Please make sure that your email software or spam software is not blocking our messages. If you are running spam prevention software (especially MSN, Hotmail, Yahoo!, AOL, and EarthLink customers), please configure it to allow messages from Family Tree Legends technical support.

To prevent this from happening in the future, please add the following email addresses to your email software's address book or safe-list: "support@familytreelegends.com" and "support@gencircles.com". We can assure that we do not send any type of junk mail or advertisements, or distribute your email address to other entities.

If you do not place the email addresses mentioned above in your email safe-list or address book, we cannot guarantee the delivery of our response message.