FAQs

Technical problems

• Images
• Save your password
• System configuration and site requirements
• Firewalls and pop-up blockers
• Sign-in problems
• Payments

Problems viewing images

The findmypast.co.uk standard viewer requires Flash. The standard viewer works well for most customers, but images may take a while to load with slower connections. If the standard viewer runs slowly or doesn’t work well for you, then try our enhanced viewer. To switch to the enhanced viewer please follow the instructions below:

Windows

• Run a search, click ‘view’ to view an image and then click on the ‘Image too slow to appear? Download free enhanced viewer’ link at the top left hand corner of the image window
• Click the ‘DOWNLOAD FOR WINDOWS’ button to the left of the page
• Click ‘Open’ or ‘Run’ in the File Download box
• Click ‘Run’ in the Security Warning box
• Once the viewer is installed please ensure you click ‘CONTINUE’.

Mac OS X

• Run a search, click ‘view’ to view an image and then click on the ‘Image too slow to appear? Download free enhanced viewer’ link at the top left-hand corner of the image window
• Click the ‘switch to our enhanced viewer and get installation instructions’ link and follow the on screen instructions.

How to switch between the standard and enhanced viewers

If you are using the standard viewer but already have the enhanced viewer installed and would like to switch back to it, please follow the instructions below:

• Open an image on the site and click on the ‘Image too slow to appear? Download free enhanced viewer’link at the top right-hand corner of the image window.
• Click ‘Download’,then click ‘cancel’ on the download box that follows
• Finally, make sure that you click ‘continue’ and you will be returned to the image you were viewing,which will now be displayed in the enhanced viewer. If you don’t click ‘continue’ then the viewer will not be changed.

Save your password

If you would like to save your password, click the ‘remember my password’ checkbox when you register or sign in, then (if you’re using the same computer) findmypast.co.uk will recognise you each time you return.

When you click on the ‘sign in’ link at the top of the page you’ll be signed in automatically. You won’t then need to remember and enter your user name and password each time you visit. 

You can enable or disable the ‘remember my password’ option at any time from the ‘my profile’ page.

System configuration and site requirements

We do not support Internet Explorer 6 because of known security issues. If you are experiencing problems we would suggest that you try using Mozilla Firefox, which can be downloaded here.

Speed

Speed of response can be slow due to factors beyond our control, such as the reliability of your Internet Service Provider and your internet connection.

Time out

Your session will end if you do not use the website for 30 minutes after you sign in.

If you repeatedly receive the timeout message then please try deleting your temporary internet files.

Firewalls and Pop-up blockers

Some firewalls and pop-up blockers may prevent images from opening.

If you find that an image won’t open, when you click on ‘view’, we suggest that you temporarily turn off any firewalls or pop-up blockers to see if they are the cause.

If a firewall or pop-up blocker is the cause of the problem, we suggest adding http://www.findmypast.co.uk/ as a trusted site.

Sign-in problems

You will find the solutions to common site errors below.

‘There is no account for this email or user name. Please try again’

Explanation:

This suggests you have either entered the wrong email address/user name or mistyped your email address/user name.

Solution:

Check that you have entered your email address/user name correctly. Please contact us if the problem persists.

‘The password is incorrect. Please try again’

Explanation:

You have entered an incorrect password. Passwords are NOT case-sensitive so a spelling error or mistype is the most likely cause. If you are using a system-generated password then you may have mistaken the letter O with the number 0 (Zero), or the letter I (i) with the number one (1).

Solution:

Please re-enter your password. If you have forgotten your password we can email you a reminder. Just go to the forgotten password page.

Forgotten your password?

Solution:

We can email your password to you. Just go to the forgotten password page.

Payments

I don’t have a promotional code

Occasionally we publish promotional codes in our newsletters or in family history magazines. If you do not have a promotional code then simply leave this section blank when you make a payment.

I don’t have an issue number on my card

If your card doesn’t have an issue number, please leave this blank.

Payment error messages

‘Start date is after current date

Explanation:

The start date of your card is in the future, or you have entered the wrong month and/or year.

Solution:

Please check the start date on your card and re-enter it. If the start date on your card is in fact in the future then your card has not yet come into force and cannot be used to make a payment.

‘Expiry date has passed’

Explanation:

This suggests that either you have entered the wrong month and/or year, or that your card has expired.

Solution:

If your card has expired then it is no longer valid. If you have entered the wrong expiry date then please re-enter it correctly.

‘Please enter a valid card number’

Explanation:

The card number you have entered is either not the right length or contains non-numeric characters (for instance, letters or symbols).

Solution:

Please check your card number and re-enter it.

‘Please enter a valid issue number’

Explanation:

An issue number has been entered but is not numeric (for instance, it contains letters or symbols).

Solution:

Please check your card issue number and re-enter it.

‘This card has not been authorised. Please refer to you card issuer. No payment has been taken.’

Explanation:

The details were sent to your bank but the transaction was declined.

Solution:

Please contact your bank or card issuer.

‘This card has been used too recently. Please try again later. No payment has been taken.’

Explanation:

The card details were sent, but you have used the card too recently. As a security measure you will not be able to use that card again immediately.

Solution:

Please re-submit your payment in 20 minutes.

‘There was a problem processing your payment. No payment has been taken’

Explanation:

The details were sent to the bank, but an unsuccessful response was returned.

Solution:

Please ensure that you have entered the correct details. If you have and the problem persists, please call us on +44 (0)20 3326 6300. Our helpdesk is open between 09.00 and 17.00 (GMT), Monday to Friday.

Any other error message

Explanation:

Your card details were rejected and not sent to the bank. You have not been charged.

Solution:

Please confirm that you have entered the correct details. If still unsuccessful, please call us on +44 (0)20 3326 6300. Our helpdesk is open between 09.00 and 17.00 (GMT), Monday to Friday.