Plugin Support
AncestorPress
One-Name Studies
WordPress plugin for publishing a one-name study: surname variants, a searchable occurrence index and distribution maps, on your own site.
We aim to respond to all tickets within 2 business days, Monday to Friday.
Step 1 — Before you submit
Check the documentation first
Most issues are covered in the documentation. Check these resources before submitting a ticket.
Documentation & FAQs
Full setup guides, shortcode reference, CSV import walkthrough, and FAQ.
Common Issues
Quick fixes for blank study pages, import errors, and licence issues.
Account & Billing
Licence management, subscription cancellation, invoices, and moving a licence.
Step 2 — Common issues
Common Issues
If the documentation didn’t resolve it, check these known issues and fixes.
My study pages aren’t showing anything
Refresh permalinks: go to Settings → Permalinks and click Save Changes. Then confirm the study is public: One-Name Studies → Settings and tick Public pages. Private entries and anything linked to a living person are never shown, by design.
CSV import finished but no occurrences appeared
Check the column-matching step mapped your spreadsheet columns to study fields (name, place, date). FreeBMD and census layouts are recognised automatically. Values are stored verbatim and nothing is merged. Every import is a record set you can undo as a whole from the Import tab.
I can’t find my licence key or account details
Your licence is managed by Freemius. Check your purchase confirmation email or log in at ancestorpress.com/account to view your licence, download invoices, and manage your subscription.
My distribution map is blank
The map only shades counties you have assigned. Go to One-Name Studies → Distribution and assign historic counties to your places (keyed by Chapman code). Places with no county assigned are counted but not shaded. Requires WordPress 6.2+ and PHP 8.0+.
Step 3 — Still need help?
Submit a Support Ticket
This form is for paid licence holders - the Pro plan. Free plan users please post support requests via the WordPress.org support forum.
Complete the form below. The pre-flight checklist and site info help us resolve your issue without unnecessary back-and-forth. Your submission creates a support account you can log into at bwtlsupport.com/support-portal to track your ticket.