LOGIN Issue

[jyb]

You have subscribed on Feb 27, 2017 and your Premium subscription will expire on Feb 27, 2018. There is no problem with your account and you have access to all Premium features and options.

[scornell1]

Your reply further supports my complaint regarding GENEANET'S poor service.  I already told you that I had the premium service.  I didn't ask you about my account status, but rather my problem was that I COULD NOT LOG IN!!!!!!  Do you not understand? I had forgotten my password which I had not used and I requested a reset so that I could LOGIN. I never received the reset email and I have been unable until today to login. I never received any help or guidance from you, but after many attempts, I was finally able to come up wuth the correct ID and password combination - no thanks to you or anyone of your supposed support staff. This whole incident is UNACCEPTABLE and you should be ashamed of the lack of support yu provide, There should be someone who customers can deal with easily if they have a login issue.

In addition to this problem, I was unable to charge your service to PAYPAL which you offer as a payment option. When I chose that, I received an error message and was told to contact PAYPAL.  I have no problem with PAYPAL and use it to pay for services, the prolbem is on your end.

Steve

[jyb]

Maybe you should read all the help we give in this forum (and elsewhere) before saying that we "should be ashamed of the lack of support we provide".

[scornell1]

When you can't get to the information it's of no use. You need to provide a contact so people who can't login can get help. There are obviously problems with the automatic emails and response system. Are you looking into it? Also the PayPal issue. It seems these issues are not being addressed seriously.

[jyb]

You have logged in to your account for posting messages in the forum so there's no problem with your account. Be sure that I'll help if you had problems to log in to your Geneanet account.

We are working on the PayPal problem.

[scornell1]

Yes, as I told you after a very frustrating day and a half of trying, I was finally able to enter the correct ID and password combination, with no assistance from you. My point is, that if I had not been able to do this, I had no options to login. I couldn't communicate because:

1) There is no customer service number to contact
2) There is no email address to send an email to to request assistance
3) Most important - your system for the password reset does not function poperly.  You still have not addressed this. I was stuck in a loop I never received the email for the    password reset, and your system would not allow me to request it again, What are you doing to correct this matter?

[jyb]

There's a "Contact" link at the bottom of each page of the site.

You can ask for the reset of your password as many time as you want at https://en.geneanet.org/resetting/request. It works very well.

[scornell1]

With all due respect JYB, I think there must be something wrong with you. You are infuriating because you have not followed my complaint from the very begining. I DID REQUEST A  RESET, and it is NOT functioning right!! I NEVER received the follow up email.  When I tried to request it AGAIN, I received the response that I HAD ALREADY REQUESTED it.  I couldn't login to get any further assistance and there was nobody I could address by phone or email. How many times do I have to repeat this before you understand?!? The reset request was not working for me and I never got the follow up email for the reset. It was also ntot in my SPAM folder. You really don't get it! I give up because it seems to be hopeless explaining it to you. Pease have someone else get back to me. This needs to escalated to someone more competent, I don't want to deal with you again.

[edwards3]

I am having such trouble trying to get help on finding how I can find any certificates or info. I have paid for premium but I can’t seem to find anyway to get help. There is no phone number or email for me to use. I joined geneanet because reading about it, I thought it would help me get everything I needed and it was much cheaper than ancestry. If it doesn’t change, then I will be leaving and going back to ancestry... I really have nothing positive to say about it.
Sue

[zanzigirl]

Hi Sue,

What are you precisely looking for?
This may be useful to find your French ancestors:
https://en.geneanet.org/explore/french-ancestors/

Claudine

[edwards3]

Hi. I was lead to believe that I could look for certificates and info about my family. I have gone back to Richard a. Aumont 1713. France. I was really hoping that I would be able to find somemore info

[femuse]

You have 2 accounts.

you are now loged-in as marysabol1.

Unsign from this one, and sign into your premium account :

msabol1
https://en.geneanet.org/profil/msabol1