Frequently asked questions
Technical troubleshooting - having problems with the site?
Contents
- Images
- Automatic sign-in
- System configuration and minimum requirements
- Firewalls and pop-up blockers
- Password problems
- Payment problems
- Promotion codes
Problems viewing images
Findmypast.com has recently introduced a new standard viewer, which requires Flash. If you have experienced problems with this and would like to try our advanced viewer instead, please follow the instructions below.
Please perform a search, bring up an image on the site and click on the 'Image too slow to appear? Download free enhanced viewer' link at the top left hand corner of the image window:
- Click the 'DOWNLOAD FOR WINDOWS' button to the left
- Click 'Open' or 'Run' in the File Download box that appears
- Click 'Run' in the Security Warning box that appears
- Once the viewer is installed in is very important that you click 'CONTINUE'
If you have switched to the standard viewer after having previously used the enhanced, DjVu, viewer and would like to switch back follow the instructions below:
- Please bring up an image on the site and click on the 'Image too slow to appear? Download free enhanced viewer' link at the top left hand corner of the image window.
- On the ensuing page click either 'download for windows' or the link at the bottom for Mac users, as appropriate; then click 'cancel' on the download box that follows.
- Finally, please make sure that you click 'continue' and you will be returned to the image you were viewing, which will now be displayed in the enhanced viewer. If continue is not clicked then the viewer will not be changed.
Automatic sign-in
Using findmypast.com is even easier now with our optional automatic sign-in.
Once you’ve registered, or signed-in, you can set your preferences so that the findmypast.com website will recognize you when you return, if you’re using the same computer.
One click on the ‘Member sign-in’ link and you’ll be logged in – no more having to remember your password or typing out your email address, or interrupting your search to complete the sign-in process.
There are three levels of settings, and you can choose a different security setting at any time, just by returning to the ‘My Account’ section of the site
- save my username and password
- save my username only
- always ask me for my username and password
Choose 'Save my username and password’ if you want to be logged in with one click each time. This option is perfect if you tend always to log in from your own computer, or one that is shared only with people you trust.
Choose 'Save my username only’ if you want to make the log-in easier but want to ensure that only you can access the account. You will need to enter your password each time.
Your computer needs to be set to allow Cookies if you wish to use either of these options.
'Always ask me for my username and password' is the option you should select if you’re logging on from someone else’s computer, or at an internet cafor library, where you don’t want your details to be stored for the next visit.
If you have any queries about what would be the best setting for you, or how to change your settings, contact our helpdesk by email or call +44 (0)20 7549 0990.
System configuration/site requirements
- Browsers
- Operating system
- Speed
- Timeout
List of Web Browsers supported by Findmypast.com
Findmypast currently supports the following browsers:
- Internet Explorer 6
- Internet Explorer 7
- Mozilla Firefox
- Safari*
*There are currently some known issues with the latest Safari browser
If you are experiencing any difficulty when viewing images on findmypast, and you are using an internet browser such as the Netscape, the AOL browser or Internet Explorer, then we would suggest that you try using Mozilla Firefox, which can be downloaded here.
You will get the option to 'save', select this and you will be asked to select a destination to save the field to. Select the destination and click on 'save'. When the download is complete go to the destination and double click on the file named 'Firefox Setup 2.0.0.'
Now simply follow the installshield wizard instructions and this will install the Firefox browser. To open the browser simply click on 'start', select 'all programs' and then select 'Mozilla Firefox'. The browser is much the same as Internet explorer in terms of use.
All of the supported browsers feature:
- Tabbed browsing
- Modern web pages with HTML, CSS, SSL, and JavaScript
- Cookies and cookie management
- Plugins and Java
- Ad blocking and/or pop-up blocking
- Download Managers
- Integrated Search
- Favorites/Bookmarks and import
Operating System
Windows 95, Windows 98, 2000, ME, NT, or XP, Mac OS9 and OSX. Other operating systems may be used with this site but have not been tested.
Regrettably we are not able to offer support for Macs on our helpdesk.
Speed
Please note that speed of response can be slow due to factors beyond our control, such as the reliability of your Internet service provider and/or Internet connection. Broadband Internet access will greatly enhance the speed at which you can search these records and your enjoyment of the site.
Time out
Your session will end if you do not use the website for 30 minutes after logging on.
If you are persistently getting a timeout message please follow these instructions to delete your temporary internet files.
- If you are using Internet Explorer to access the Internet, open Internet Explorer, select 'Tools' from the drop down menu, then 'Internet Options'
- Click on the 'Settings' button in the centre of the window
- In the 'Settings' window click on the 'View Files' button
- To select all temporary internet files click on 'Edit' from the drop down menu, then 'Select All'
- Press the 'Delete' key on the keyboard next to the ‘Insert’ key
- A WARNING window will appear stating: 'Are you sure you want to delete the selected cookie(s)?' Select 'YES' to delete all files
- Now close the 'Temporary Internet Files' menu and click 'ok' on the 'Settings' menu
- On the 'Internet Options' menu select ‘Delete Cookies’ and then 'ok' from the ensuing menu
- Next, select the 'Delete Files' option, ensure that the 'delete all offline content' box is ticked and click on 'ok'
- Click on 'ok' to return top the main browser window
This should resolve the issue.
Firewalls and Pop-up blockers
We are aware that some firewall software and pop-up blocking software can affect browsing on the site. Some pop-up blockers may prevent images from being displayed.
We would recommend turning off the firewall and pop-up blocking software to see if that resolves the problem. If it does, we would then advise using the pop-up blocking software but adding us as a trusted site.
Error messages
If you are receiving an error message, please check the list below to resolve the problem.
'There is no account for this email address. Please try again'
Explanation:
This is most likely to happen when you have entered an incorrect e-mail address or have registered with the incorrect e-mail address.
Solution:
Please check that you have entered your e-mail address correctly. If it continues to fail, please contact us.
'The password is incorrect. Please try again'
Explanation:
You are entering an incorrect password. User passwords are NOT case-sensitive so the only possible cause is that you may be entering a password which is different from the one which you registered with. It is worth noting that this is usually due to incorrect spelling and, in the case of system-generated passwords, confusion can arise with O mis-interpreted with 0 (Zero), and I (i) mis-interpreted with L(l).
Solution
Please try re-entering your password. If you have forgotten your password and your account has not been locked, we can send you your password again. Just go to the forgotten password page.
'Please enter a valid email address'
Explanation:
You have entered an incorrect e-mail address.
Solution:
Please check your e-mail address is correct and re-enter.
Other problems
Explanation
Forgotten your password and/or memorable place?
Solution
We can send you your password again. Just go to the forgotten password page.
Payments
I don't have a promotional code
Occasionally we publish promotional codes in our newsletters, or via the family history magazines. If you are not using a promotional code with your payment then simply leave this section blank.
I don't have a start date on my card
If there is no start date then please leave this blank.
I don't have an issue number on my card
If your card doesn't have an issue number please leave this blank.
ClickandBuy
Unfortunately, findmypast.com does not run this part of the service and you will have to contact the ClickandBuy support team direct. They can be contacted here.
About ClickandBuy
The ClickandBuy system provides Internet users with a fast, simple and secure means of purchasing digital content and services online. There is no fee to pay, and there is no need to be a BT customer. Users simply set up an online account and then can buy from any ClickandBuy partner site by entering their unique username and password.
Purchases are charged back to their personal account, which they can opt to settle by direct debit or even via their BT phone bill. This means that ClickandBuy account holders no longer need to give out their payment details repeatedly across the web. Read further details on the ClickandBuy website.
Payment error messages
'Start date is after current date'
Explanation:
The start date has been entered and is after the current month and year on your PC.
Solution:
If the start date of your card is after today's date, it will not be accepted.
'Expiry date has passed'
Explanation:
The start date has been entered and is after the current month and year on your PC.
Solution:
If the expiry date of your card is after today's date, it will not be accepted.
'Please enter a valid card number'
Explanation:
The card number details are either not the correct length or is not numeric (i.e. it has letters or other symbols in it)
Solution
Please re-check your card number and re-enter.
'Please enter a valid issue number'
Explanation:
An issue number has been entered and is not numeric (i.e. it has letters or other symbols in it).
Solution:
Please re-check your card issue number and re-enter.
'This card has not been authorised. Please refer to you card issuer. No payment has been taken.'
Explanation:
The details were sent to the bank but payment was declined. This suggests a valid card number but unfortunately the payment was rejected for some other reason (e.g. reported stolen or over limit)
Solution:
Please contact your bank or card issuer
'This card has been used too recently. Please try again later. No payment has been taken.'
Explanation:
The card details were sent, but it was used too recently. As a security measure you will not be able to use that card again immediately.
Solution:
Please try again in an hour.
'There was a problem processing your payment. No payment has been taken'
Explanation
The details were sent to the bank, but a non-successful response was returned.
Solution
Please confirm that you have entered correct details. If still unsuccessful, please call us on +44 (0)20 7549 0990. Our helpdesk is open between 9am and 5pm (GMT).
Any other error message
Explanation:
Your card details will have been rejected before it was sent to the bank. You will not have been charged.
Solution:
Please confirm that you have entered correct details. If still unsuccessful, please call us on +44 (0)20 7549 0990. Our helpdesk is open between 9am and 5pm (GMT).
Problems with promotional codes
I press apply but I haven't bought any units
Pressing apply will only initiate the promotional code, you still have to press the submit button to purchase the units.
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