Plugin Support
AncestorPress
Family Archive
WordPress plugin that publishes your family history as a complete website - person pages, family groups, surnames and search.
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, GEDCOM import walkthrough, the archive pages, privacy, and FAQ.
Common Issues
Quick fixes for blank 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 archive pages are blank or missing
Choose the tree to publish on the AP Family Archive → Dashboard tab, and publish the pages the plugin created (they start as drafts for review). If page links 404, go to Settings → Permalinks and click Save Changes.
GEDCOM import completed but no members appeared
Almost always a character encoding issue. Re-export your GEDCOM and explicitly select UTF-8 encoding. Reunion for Mac users should select GEDCOM 5.5 with UTF-8. Large files may need a higher upload limit from your host.
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.