Plugin Support
AncestorPress
Family Research
WordPress plugin for private research: capture certificates, photos and notes as artefacts, work your research questions, log every search, and promote what you prove into your tree.
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 and first capture, triage, spreadsheet import, transcriptions, questions and the research log, promotion, privacy and export, and the Pro features.
Common Issues
Quick fixes for refused uploads, spreadsheet mapping, missing AI features 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.
A file would not upload, or a capture reported errors
The site's allowed file types apply, so WordPress refuses executable files such as .php; the capture screen reports how many files were refused and keeps the ones that worked. If a large scan fails, check the upload size limit your host sets. Captured files are withheld from the media library for anyone who cannot manage the plugin, which is deliberate - they are still in your uploads folder.
My spreadsheet imported into the wrong fields
Use the mapping step to match each column to a title, artefact type, tags, transcription or comments, and tick keep skipped columns so that anything unmapped is preserved in the artefact comments rather than dropped. Accented characters that look wrong mean the file was saved in an older encoding; the import converts Windows-1252, and re-saving as UTF-8 CSV also fixes it. One import can hold up to 20,000 rows.
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.