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support
Darlene Cooper
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Has anyone had trouble getting a resonse from the support team? I have emailed them twice and received a promise that they would get back to me, but haven't received anything in four days. Maybe one of you has an answer for my problem. I purchased the premium upgrade, but when I try to upgrade from within the Family Building program, I get the message "The software is unable to communicate with Myheritage.com. My Internet is working fine, so I don't know what the problem is. I am ready to cancel. Thank you.
Darlene Cooper
Brea, CA
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2
RE: support
Eric Dalton
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Try to download it from the Website(under 'downloads' at the top). It will probably just replace the one you have and if it doesn't, you should stll be able to delete the old one.
Eric Dalton
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3
RE: support [2]
Darlene Cooper
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Thank you. I did that, but it still didn't download the premium version.
Darlene Cooper
Brea, CA
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4
RE: support [3]
Esther Weinberg
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Hi Darlene, 

Thank you for writing to us.

I have written you an email regarding this issue.

Best Regards, Esther / MyHeritage Team 

Esther Weinberg
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5
RE: support [4] - Continued and linked with another issue
Dennis Nel
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Hi there, I am replying to this mail as you seem to be the only support person responding to mailsWink

 

I upgraded my subscription for NEL - Huguenot Web Site to a Premium  family site some time ago. BUT my FTB program running in windows doen't recognise this! So I am unable to do smart matches or anything from within FTB, how do I get my FTB to recognise that it is indeed a "Premium" site?

 

Thanks in advance

Dennis Nel
South Africa
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6
RE: support [5] - Continued and linked with another issue
Lior Shaked
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Hi Dennis,

 Thanks for contacting us.

I have answered you via e-mail.

Best Regards,

Lior

MyHeritage.com Team 

 

Lior Shaked
Israel
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7
RE: support [6] - Continued and linked with another issue
علي طه
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Hi I am unable to connect  my software  to the internet to log on

I get the following message:

the software is unable to communicate with myheritage.com 

 

علي طه
السودان
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8
RE: support [7] - Continued and linked with another issue
Noam
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Hi,

It is possible that you have an anti-virus program, a firewall or a proxy connection which is blocking Family Tree Builder.

 

Try to add the following executables to the exception list:

 

myheritage.exe

FamilyTreePublisher.exe

FamilyTreeBuilder-Comm.exe 

 

Regards,

Noam \ MyHeritage Team 

Noam
Israel
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9
RE: support [6] - Continued and linked with another issue
Dennis Nel
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My registration email adres on the web is the same as my registration email for FTB BUT I still cannot use the Premium features in FTB.

 What you don't seem to understand is that I have the same email on the web site and the exact same email in the windows version of FTB but I am unable to use the Premium features on the windows version of FTB.

 

The web site states that it is a Premium subscription BUT I cannot use these features in the windows version of FTB.

Dennis Nel
South Africa
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10
RE: support [7] - Continued and linked with another issue
Lior Shaked
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Hi Dennis,

Thanks for your reply.

We have fixed your problem, so it should be working properly now.

 Best Regards,

Lior

MyHeritage.com team 

Lior Shaked
Israel
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11
RE: support [8] - Continued and linked with another issue
Dennis Nel
- Close

Thanks,

I can confirm that it is working now.

 

Regards

Dennis.

Dennis Nel
South Africa
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