Plugin Support

AncestorPress
Family Trees

WordPress plugin for displaying family trees and genealogy data on your site.

We aim to respond to all tickets within 2 business days, Monday to Friday.

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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, GEDCOM import walkthrough, and FAQ.

View Documentation →

Common Issues

Quick fixes for blank trees, import errors, and licence issues.

Jump to Common Issues →

Account & Billing

Licence management, subscription cancellation, invoices, and moving a licence.

Manage Your Account →

Step 2 — Common issues

Common Issues

If the documentation didn’t resolve it, check these known issues and fixes.

My tree isn’t displaying on the page

Refresh WordPress permalinks: go to Settings → Permalinks and click Save Changes. Confirm the shortcode uses the correct Family Group ID — check AncestorPress → Family Groups.

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. Maximum file size is 10MB.

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 6.0+ and PHP 8.0+.

Step 3 — Still need help?

Submit a Support Ticket

This form is for paid licence holders - Personal and Pro plans. 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.

AncestorPress Family Trees Support Submisson

Before You Continue

Please confirm you have completed each of the following steps. This helps us resolve your issue faster.

Your Details

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Your issue

Please help us understand the issue you need assistance with.

Site information

Install the free Health Check & Troubleshooting plugin from wordpress.org/plugins/health-check/ then go to Tools → Site Health → Info and click Copy site info to clipboard. Paste the result in the field below. This single step removes the most common support back-and-forth and gets your issue resolved faster.