Plugin Support
AncestorPress
One-Place Studies
WordPress plugin for publishing a one-place study: a searchable occurrence index, place and household pages, CSV import and full export.
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
Setup, recording and importing records, places and households, publishing, privacy, export, and the Pro features.
Common Issues
Quick fixes for empty study pages, import mapping, 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 are empty, or nothing shows on the public site
On AP One-Place Studies → Study tick Public and save, then create the pages from the same screen (they start as drafts for review). Records inside the living-person window (default 100 years), records linked to a living person, and undated records with no person link are hidden on purpose. If page links 404, go to Settings → Permalinks and click Save Changes.
My CSV imported with the wrong columns, or every row came in undated
Use the mapping step to match your columns (the prebuilt FreeBMD, census, parish register and monumental inscription layouts are a starting point, and you can save your own). For a census or any single-date source, set Date all rows as before importing. Every import is a record set you can reverse as a unit from the Records screen, so a wrong import costs nothing.
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.
The plugin stopped working after an update
Deactivate and reactivate the plugin. If the issue persists, temporarily deactivate other plugins to check for conflicts. Requirements: 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.