Plugin Support
AncestorPress
Casework Manager
WordPress plugin for genealogy practices: enquiries and clients, a genealogy intake form sent as a private link, secure uploads and GDPR tools - and, with Pro, the agreed plan, the client page, reports and delivery.
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
Getting started and settings, clients and engagements, the intake form, private links and uploads, privacy and keeping records, and the Pro features from plan to delivery.
Common Issues
Quick fixes for links that will not open, the upload folder warning, 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 client says their link does not work
Check the link on the engagement tab that made it: it may have expired or been revoked, and an intake link stops working once the form has been sent. After ten wrong PINs a client must wait fifteen minutes. Links are stored scrambled, so a lost link cannot be shown again - revoke it and create a new one.
The dashboard says my client files are open to the web
Your web server - usually nginx - ignores the rule the plugin writes to close its upload folder. Add the line the warning shows to your nginx configuration, or ask your host to block web access to wp-content/uploads/apcwm/, then press Check again under Keeping records in Casework Settings.
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.