I have two problems with smart matching. I do have a Premium Plus account.
In family tree builder on my computer when i went to smart match and then did a compare there used to be a merge button. Now when ever i do a compare the merge button is alway's grayed out and i am unable to merge the data.
On the web site i have a similar problem. I used to be able to edit the person in my tree from the smart match compare. But the edit button there is now gone as well.
Both problems i have been unable to solve. I have send two messages already to the helpdesk from MyHeritage but they do not respond very quickly and it is getting to be annoying.
Has anyone found the magic words to get support to fix the problems? I'm sick of writing on this forem, but I think others should be warned not to sink money into the premium plus package as it's been nothing but trouble. The worst part of it is, there is NO support, and no one bothers to write back with your complaints. I just keep coming to this place to see if others have got any answers! In case, the technies back there should happen to ever glance at our comments, it should be clear by now there is major problems here!!! Doe's anyone actually get a response from support? All I get is the standard, we got your message, then we just sit and wait. Doe's anyone else feel that my heritage is NOT correctly handling these matters? I would have never paid the plus program if I knew there was NO support, or living beings back there to respond! More than annoyed, downright pissed!
I am having the same problem "no merge button." I was already running the most current version, but downloaded your suggestion anyway. When installing there were a few files I had to ignore because it said it could not access them. Software runs fine, but still no merge. Any other suggestions? (See screen capture)
I am also having problems with smart matches. I only use FTB and do not publish to MyHeritage as I have my own personal website, for which I am the Webmaster.
I have just gone to compare in smart matches and get the following message: "Cannot retrieve smart matches. There is no such member on MyHeritage.com. Make sure you typed your email address correctly."
The last time i used smart matches on the same person I had no problems. As i mentioned at the start, I only use FTB as my database and don't publish to MyHeritage.com
I have just upgraded to version 6, and I think I may know what the problem is. Sometime ago (about 12 months I think) I changed ISP's and supplied a new email address, which is now recognised by MyHeritage, BUT after clicking on the Profile Page link in version 6, it is pointing to my OLD email address, and I think that is why I can't access the smart matches, because it says " Error message" There is no such member on MyHeritage.com. Make sure you typed the email address correctly.
Could someone at MyHeritage please look into this?
Thanks for reply, but it didn't help. I used both the old & new details, but when i click on profile page link it ses my old details and when i enter p/w , it the gives "no such member etc" error. I enter the new details and it goes back to the person card. Thinking this is fixed i click on the profile page link again, and hey presto we start all over AGAIN!!!!!!!
Could I send you the old & new details by PM (or email) to check for me?
1.) The optusnet email is no longer in use as I changed ISP's, in other words it is redundant
2.) I don't ever remember publishing my tree as I only use FTB as the database, as I have my own website of which I am the webmaster.
I had previously been able to access smart matches on this particular tree. I have 12 different families all seperate databases in FTB. I don't have any trouble accessing the other 11. To the best of my knowledge I don't ever remember publishing the BELL tree!
Sorry I have been so persistant with this and thank you also for your time taken with me. I am only on basic edtion as I can't afford to upgrade to a higher version as I am on a fixed income, and their are 2309 persons in the tree.I will try what you suggest tomorrow (It's 11.30 pm here now), and see what happens.