I uploaded a revised larger family tree from a GEDCOM, and deleted the older tree. There were over 1000 SmartMatches on the older tree. That was over a week ago, and so far on the newer larger tree there are only 9 SmartMatches, and there should be about 1500. There has been 9 for several days now, so I'm thinking that it's finished doing it's SmartMatch thing. What happened? Where are the rest? Should I try uploading the tree again? Suggestions? Thanks. Ed.
Thank you for writing to us, and sorry about the delay.
Please note that each time that you publish your tree to the site the Smart Match calculation process is restarted. This means that if you publish your tree very frequently you may experience a large delay in receiving the new Matches.
I have now made a change in the database so that your site's Matches will be processed faster. Please wait 3 days without publishing a new version of your tree to the site, and you should receive Matches.
If this does not resolve the problem, please let me know.
I'm beginning to get soured on My Heritage. I ask a simple question (I contacted My Heritage with this same ?, as well as posting it on this forum,) and can't get an answer!!! Premimum member my @#$$#@! I think that I'll stick with Ancestry.com. It's a much classier operation, and the software is definitely better!
Yeah, very frustrating. They must be having a big software/hardware problem. It shouldn't take but a day or two for the smart matches to be there. The silence on the response to my question to support is deafening. Frankly, they should be ashamed of themselves. I'll have to vote with my wallet in the future.
I just sent them another email. The lack of communication is what frustrates me the most. It's high school stuff. I'm going to continue complaining about My Heriitage to anyone who will listen, until I hear something from them other than a form letter response. Premium member...bahh.
Thanks for contacting us about this and I'm deeply sorry for the delayed response.
We have been looking into this issue and will keep you updated accordingly. This may be an issue for very large trees.
For the time being if you are not recieving smart matches, please send us this inquiry via e-mail. As mentioned above, each time that you do publish your tree to the site, the Smart Match calculation process is restarted. This means that if you publish your tree very frequently you may experience a large delay in receiving the new Matches. This also means that if you have a very large tree in the thousands it might take two weeks or longer.