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HELP!
Patricia McClain
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I purchased the premium plus membership.  It shows when I go in my settings that I have unlimited everything yet when I click on a record match, it asks me to purchase the membership AGAIN and I already paid $119 for SOMETHING I CANNOT USE!!!  I am beginning to think this may be a rip off bc no one will help; no one replies and there is NO CUSTOMER SUPPORT NUMBER!!!!
Patricia McClain
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2
RE: HELP!
Dean Aston
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Dear Mrs.McClain,

Thank you for your post.

After seeing that a number of users have also inquired about the same problem I have decided to edit this response to benefit one and all.

A family site subscription (Premium or PremiumPlus) entitles you to increased storage on your family site for people in the family tree, photos, videos and documents.

Family site subscriptions allow you access to fun and amazing features like the Timeline and Timebook. You get priority support and you can use the Premium features in our family tree software, Family Tree Builder.

If you have a Premium or PremiumPlus family site subscription you can also access the MyHeritage collections in SuperSearch (other collections may require a data subscription).

A data subscription entitles you to view the records in the paid collections in SuperSearch. You also get unlimited access to Record Matches, including confirming and rejecting matches, if you have a family tree on MyHeritage.com. 

Dean,

MyHeritage Team. 

Dean Aston
Israel
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3
RE: HELP!
Robert Wenman
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Curious if you have gotten it to work. I have been a premium plus member for some time now and have found the program to work well, except recently.  I cannot connect my FTB info with the web.  I wonder about the comment below having to wait for version 7 of the FTB program? 
Robert Wenman
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4
RE: HELP!
Cindy
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Here's the reply I received from MyHeritage when I had the same issue with my data subscription:  Please note that if you are trying to access these through the FTB software there currently is a broken link that will be repaired with the new release of FTB version 7 that will happen very shortly. I would advise making your research through the family web site and using the SuperSearch as all the records from World Vital Records is contained within our Database and you will not be asked to subscribe when using this path. Sure enough, when I used the Research tab on my family website I was able to access all records without a new request for membership each time.  You have to type in the information about the family member rather than just clicking on a record match, but it does work.

Cindy
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5
RE: HELP!
Thomas Johnson
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Hi Patricia, I have been a member for several years and can tell the site is actually very good. Getting answers can be difficult at times, Ok a lot of times, but my first suggestion is to send a request to the help section instead of the forums.  As for your getting the message in the record match, what you are getting is the World Record search engine which is free search but to actually see any results with the exception of Grave Finder or something like that you have to have a subscription. Look in the HELP section under Subscriptions.

Thomas Johnson
San Jose, CA
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6
RE: HELP!
Delbert Lusk
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You're right, Patricia...I'm another new (and very frustrated) premium plus member, and I  too think it's a rip. I got one response from someone at My Heritage regarding my question (about the useless "Search" capability)--but that response did nothing to solve my problem, and when I wrote again, no one at My Heritage bothered to reply. So I guess we're both stuck. And we're not alone....there are other complaints on this Forum that are not being addressed (or addressed by responses that say,  in essence, "this is how we do things here, and we won't change, so just deal with it.")

But I doubt that either of us will have My Heritage to kick around for long...no company survives once they earn a reputation for poor Customer Service, and that's what's happening here.

Delbert Lusk
WA
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7
RE: HELP! [2]
Rhianna W
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I thought you would be interested to know that we are in the midst of some very important changes in the way SuperSearch returns results that will be to your advantage.

Currently SuperSearch works kind of like Google in the sense that it gives you ALL possible results and then ranks them according to relevancy. That's why if you search for a specific name and you might expect to get a few results, you actually end up with thousands or hundreds of thousands of results.

The best results are supposed to be at the top, so even if you get back a huge number of results you might only need to look at the first page. Just like in Google.

We leave the seemingly irrelevant results in the list because its possible that mistakes were made in spelling or with dates. This means results which at first glance might look wrong could actually be good results upon further investigation. We want to give you the opportunity to review those matches and make the decision whether or not they are good or bad rather than automatically filtering those out.

I hope this helps to give you an understanding behind the reason why you receive so many matches when you search a name. 

Now to the changes we're making.

1. We're adding a check box to automatically make all search fields exact. Checking this box will greatly reduce the number of results without having to go to the Advanced search and set the exactness of many different fields.

2. Improved ranking. We're doing a lot to increase the relevancy of the results you get at the top of the list. This should greatly increase the chances you will get good results at the top of the list, regardless of the number of hits you get back.

I'm posting this on the other forum thread you posted on as well, for the benefit of anyone who may read this post later. 

Rhianna W
Tel Aviv, Israel
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8
RE: HELP! [3]
Tom Gray
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Rhianna W wrote:

I thought you would be interested to know that we are in the midst of some very important changes in the way SuperSearch returns results that will be to your advantage....The best results are supposed to be at the top, so even if you get back a huge number of results you might only need to look at the first page. Just like in Google....

2. Improved ranking. We're doing a lot to increase the relevancy of the results you get at the top of the list. This should greatly increase the chances you will get good results at the top of the list, regardless of the number of hits you get back.

Good. Looking forward to it.
Tom Gray
Canada
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