MyGenShare.com FAQ
MyGenShare.com
Membership
1. What types of
subscriptions does MyGenShare.com offer?
MyGenShare.com offers four easy-to-understand membership
options. To learn about the cost and available membership duration periods
please visit the following URL:
Link: http://mygenshare.com/subscription_levels
Why can't I see all of the MyGenShare content? Isn't there a 7-day Free Trial?
1. There is a 7-day free trial. When you make a choice of the subscription level other than the "Free subscription" you are given a 7-day free trial to view more content. The Premium Subscription gives you access to all content on MyGenShare.com. You will be asked for a credit card number. You will have 7-days to view content before your credit card is charged. If at any time during that period of time you desire to cancel, simply go to your My Account and click cancel.
If you signed up for the MyGenShare.com Free by choice, then you already know that that you will have unlimited access to the Free content.
2. How do I sign-up
for a MyGenshare.com subscription?
To acquire a MyGenShare.com subscription, please follow
these steps:
1. On the MyGenShare.com Home page, click on 'Start Now' on the
upper right corner.
2. Review the Subscription Comparison chart. If more information about a specific
subscription offering is desired, click on subscription details for the
corresponding subscription type.
3. Click on Subscribe to begin the registration process.
4. Click Register for new account.
5. Fill in Step 1 – MyGenShare Account Information. Click
continue.
6. Fill in Step 2 – Enter your payment details. Click Start
your free trial.
7. Your account is now activated.
8. Your account will automatically renew on the expiration date.
After your 7-day free trial ends, your membership will commence
and you will be charged the full amount of the subscription plus applicable
tax, unless you cancel your membership by visiting your My Account page and
click on Subscription info on or before the seventh day.
Automatic Renewal. Your membership will automatically
renew 12 months from the date that your membership commences. At that time you
will be charged at the standard price for your chosen membership. If you wish
to end your membership, simply cancel before the renewal date.
3. How do I
reactivate my account?
To reactivate your account, please follow these steps:
1. Log in to your account on the MyGenShare.com website.
2. Click on Subscription Info.
3. Click on reactivate located under Options.
4. Confirm that you wish to reactivate your subscription by
clicking OK.
5. Your account is now reactivated.
6. Your account will automatically renew on the expiration date.
Automatic renewal. Most MyGenShare.com subscriptions are
automatically renewed. The renewal occurs according to the subscription period:
monthly accounts are renewed each calendar month, and annual accounts renew
after a year has expired. Fifteen days prior to the end of the current term, an
email is sent explaining the renewal process and how to discontinue the
account.
If you do not wish your membership to be automatically
renewed, please see "How do I cancel my account?" If you have any questions, see Terms and Conditions.
4. How do I signup
or order a product if I don't have a credit card?
We only accept credit cards. All payments for subscriptions on MyGenShare.com should be
paid in the currency posted on the website (i.e., MyGenShare.com = U.S.
Dollars).
5. How does an
account on MyGenShare.com renew?
There are several methods for renewing an account on
MyGenShare.com:
Most MyGenShare.com subscriptions are automatically
renewed. The renewal occurs according to the subscription period: monthly
accounts are renewed each calendar month, and annual accounts renew after a
year has expired. Fifteen days prior to the end of the current term, an email
is sent explaining the renewal process and how to discontinue the account.
If you do not wish your membership to be automatically
renewed, please see "How do I cancel my account?" If you have any
questions, please consult the MyGenShare.com Terms and Conditions.
To verify the date your subscription will renew:
1. Log in to your account on the MyGenShare.com website.
2. Click on Subscription Info to find subscription details.
To confirm or correct the credit card that will be billed
when your subscription is automatically renewed:
1. Log in to your account on the MyGenShare.com website.
2. Click on Billing Information.
3. Click on edit.
Early renewal. Any
MyGenShare.com subscription can be renewed within 90 days before the end of the
current subscription term.
6. How do I change
my current account to a different membership level?
If you wish to change your current membership plan, please
follow these steps:
1. Log in to your account on the MyGenShare.com website.
2. Click on Subscription Info.
3. Identify your choices under Options.
PLEASE NOTE:
1. If you are upgrading your membership plan, we will prorate any
credit on your existing account towards your upgrade.
2. If you are changing your plan to a lower level membership, you
will not be billed until your next billing date.
7. How do I upgrade
my promotional account to a full membership account?
If you are currently a promotional account holder, and
wish to upgrade your account to a full membership, follow the steps below:
1. Log in to your account on the MyGenShare.com website.
2. Click on Subscription Info.
3. Identify your choices under Options.
4. Select the new plan you would like to change to and select
continue.
5. Update your billing information.
6. Enter in your credit card information.
7. Read and agree to the Billing Terms and Terms and Conditions.
8. Verify information and submit the order.
8. Do you offer
educational discounts for students or educators?
As an educational company, we do our best to make our
training accessible to students and educators. We have priced MyGenShare.com subscriptions so they are
affordable to all persons. At this
time, we do not offer an individual or volume discount to students or
educators.
9. How do I cancel
my account?
You may cancel your subscription at any time. You will not
be charged for a subscription if you cancel your membership during the seven-day
free trial. If you cancel
your subscription after the seven-day free trial, no refund will be made for
unused subscription periods. If
you would like to cancel your account, follow these steps:
1. Log in to your account on the MyGenShare.com website.
2. Click on Subscription Info.
3. Click on cancel located under Options.
4. Confirm that you wish to cancel your subscription by clicking
OK.
5. Your account is now cancelled. You will have access to the subscription until the end of the
billing cycle.
When you're ready to reactivate your membership, go to
MyGenShare.com and select the reactivate link in the upper right corner.
10. What is your
refund policy for subscriptions?
An initial subscription comes with the option to cancel
during the first seven days. The seven-day free trial period begins on the day
you register for the subscription service, which is also the day you are given
access to the subscription area of the service. If you cancel during the
seven-day free trial and re-subscribe, there will be no further free trial
period, (there is only one free trial per patron) that trial period takes the
place of the seven-day cancellation period.
Cancellations during the free seven days or any time
during your membership are done as follows:
1. Log in to your account on the MyGenShare.com website.
2. Click on Subscription Info.
3. Click on cancel located under Options.
4. Confirm that you wish to cancel your subscription by clicking
OK.
5. Your account is now cancelled.
*If you cancel during the first seven-day trial, your access
ends immediately.
*If you cancel after the seven-day trial, you will have access
to the subscription until the end of the billing cycle.
Your cancellation must be received by the end of the business
day (5:00 PM Mountain Standard Time) on the 7th day of your subscription term
before you are billed for the full subscription.
No refunds will be made for subscriptions of 12 month and
24 month renewals cancelled after the seven-day free trial period as outlined
above. The subscription will end on the scheduled end date with no renewal.
If this provides a hardship for the patron, you may use the Contact Us form and provide the following information:
*First and Last Name
*Username
*Subscription type (e.g., MyGenShare.com Premium, MyGenShare Starter,
etc.)
*Email address used when subscribing
*Phone number including country code
*Country
*Reason for cancellation
We will review your situation and consider refunds. Note: Cancellation e-mails sent after
business hours or during the weekend will not be reviewed until the following
business day.
After processing your email request, we will email a
reply, including confirmation of the cancellation.
In the case of a
cancellation involving a shipped product, refunds are subject to the return of goods.
Please allow a reasonable time for the refund to reach you
or be charged back to your credit card.
Please review our Terms and Conditions if you have any
additional refund inquiries.
If you are unable to cancel your subscription by the above
method, send a message using the MyGenShare.com Contact Us form located next to Terms and Conditions. After processing
your email request, we will email a reply, including confirmation of the
cancellation.
11. I would like to
change some of my contact information. How do I do that?
If you wish to update your contact information, please
follow these steps:
1. Log in to your account on the MyGenShare.com website.
2. Click on Subscription Info.
3. Click on Edit.
4. Make the desired contact information changes.
5. When complete, click Save Changes.
12. How do I change
my password?
If you wish to change your password, please follow these
steps:
1. Log in to your account on the MyGenShare.com website.
2. Click on Subscription Info.
3. Click on Edit.
4. Make the desired contact information changes.
5. When complete, click Save Changes.
How to reset your
password
To retrieve your MyGenShare.com password, complete the
following steps:
1. Click on Login. Click on Forgot your user name or password?
2. On the Forgot your Username or Password page, enter the email
address associated with your MyGenShare.com account and click Reset Password. Note:
It is important that you enter the email address that is currently associated
with your MyGenShare.com account.
3. An email message will be sent to your email account. Select the
Click here to create a new password and/or change your username link.
4. On the My Account edit page, type in a new password and type it
in again to confirm.
5. Click Save Changes.
13. I forgot or
never received my user name and/or password, how can I get it?
To retrieve your MyGenShare.com password, complete the
following steps:
1. Click on Login. Click on Forgot your user name or password?
2. On the Forgot your Username or Password page, enter the email
address associated with your MyGenShare.com account and click Reset Password.
Note: It is important that you enter the email address that is currently
associated with your MyGenShare.com account.
3. An email message will be sent to your email account. Select the
Click here to create a new password and/or change your username link.
4. On the My Account edit page, type in a new password and type it
in again to confirm.
5. Click Save Changes.
If you do not
receive the email from us shortly, be sure to check your spam and junk folders.
14. How do I change
my user name?
If you wish to change your user name, please follow these
steps:
6. Log in to your account on the MyGenShare.com website.
7. Click on Subscription Info.
8. Click on Edit.
9. Make the desired contact information changes.
10. When complete, click Save Changes.
User Name Tips
1. Your new username must be between 5 to 24 characters long and
can be any combination of letters or numbers, but cannot contain symbols (i.e.,
@, #, $).
2.
If your new username is
available, you will receive the message: Your
Account information has been updated.
3. If your new username is not available you will receive the
message: The username you entered is
unavailable. Please choose another.
You will need to enter another username in order to proceed.
15. What measures
can be taken to ensure the security of my personal information?
MyGenShare.com is committed to providing you, our
customer, with the best possible service. In order to provide this service, there
may be times when a representative from MyGenShare.com will contact you, either
by telephone or email. These MyGenShare.com representatives will always
identify themselves as an employee from MyGenShare.com and have specific and
unique account information that they will verify with you.
These agents may contact you for the following reasons:
1. Notifying you of a pending renewal
2. Checking to see if you are having success with your family
history research
3. Alerting you to new subscriptions, books and services that may
facilitate your family history research
4. Authenticating recent transactions
MyGenShare.com representatives will not ask you for the
following information:
1. Your Password
2. Your Social Security Number
3. Confidential billing information without identifying unique
account information concerning a specific transaction
Protect yourself from fraudulent internet attempts by
individuals claiming to be someone they're not by deleting unsolicited emails
that ask for this type of personal information.
If you have doubts as to whether or not the individual is
a MyGenShare.com representative, do NOT give out any personal information and use the Contact Us form to share
your thoughts. We'll be happy to resolve any concerns or questions that
you may have regarding your account with us.
Report an Incident.
If you suspect you've provided confidential information to
a fraudulent site purporting to represent MyGenShare.com, or your credit card
has been abused in connection with a transaction with us, attach the suspicious
message or transaction notice, with a detailed description of the incident, and
use the Contact Us form.
Note: Messages sent by email and instant messenger are not
considered secure. They can be intercepted and read by unauthorized parties. Do
not use email or instant messenger to send communications that contain
confidential information such as your credit card number.
16. My password is
not working. How do I fix this problem?
Passwords are case sensitive so DOG, dog and Dog are not
the same password. Make sure your Caps Lock key is not on.
If you copy and paste your password into the form, be
careful not to add spaces before or after your password.
Are you using the correct password? Use the Forgot
username or password link to reset your password. It will send you an email
with a link in it to take you to a change page where whatever you enter as a
password becomes your new password.
17. What is your
Privacy Policy?
Your privacy is extremely important to us. Any personal or
purchase information you give us is protected by SSL technology and secured
networks that are only accessible to our webmaster and designated
MyGenShare.com staff. We will never rent, sell, or reveal to outside persons or
companies any email list, personal or purchase information you have given us,
without your permission, except in circumstances where we believe in good faith
that the law requires it.
Gift Subscriptions
18. Can I buy a
gift membership for someone who is already registered with MyGenShare.com?
No, at this time we do not offer gift certificates.
Credit Card and
Payment Information
19. How will the
charge appear on my credit card statement?
The charge will appear on your credit card statement from "MyGenShare.com."
20. What types of credit cards do you
accept? Can I pay by check?
For U.S. customers, we accept American Express, Discover
Card, MasterCard, Visa, or debit cards issued by U.S. banks. We do not accept
payment by check or money order.
For international customers, we only accept payment by
credit card — American Express, Discover Card, MasterCard, Visa, or debit
cards. All prices are in U.S.
dollars and will be billed to you at the current exchange rate.
21. Do you accept
PayPal purchases?
No.
22. If I pay for my purchases with a credit
card, are those transactions secure?
When you shop at MyGenShare.com, you can always feel
confident that your credit card information is secure. We utilize the very
latest technology, Secure Sockets Layer (SSL), to encrypt (or electronically
scramble) all credit card numbers. Additionally, to protect against hackers or
other unauthorized personnel, we have firewalls and other security measures
protecting our server. Any credit card information or personal information you
transfer to us is kept in a secure database server at all times.
If you still have questions, please contact our Customer
Service department using the Contact Us form.
23. If I sign up
for a MyGenShare.com subscription are my credit card transactions secure?
When you sign up for a MyGenShare.com subscription, you
can always be confident that your credit card information is secure. We utilize
the very latest technology, Secure Sockets Layer (SSL), to encrypt (or
electronically scramble) all credit card numbers. Additionally, to protect
against hackers or other unauthorized personnel, we have firewalls and other
security measures protecting our server. Any credit card information or
personal information you transfer to us is kept in a secure database server at all
times.
24. When I place an
order online with my credit card, it asks for my Security Code. Where do I find
that?
For Visa and MasterCard: Turn your credit card over, and
you should see a number on the back, on the signature strip. Your Security Code
is the last three digits at the end of that number.
For American Express: Card Identification # REQUIRED 4
digit, non-embossed number printed above your account number on the face of
your card. This number is recorded as an additional security precaution.
Card Identification # REQUIRED 3-digit, non-embossed
number printed on the signature panel on the back of the card immediately
following the Visa card account number. This number is recorded as an
additional security precaution.
25. How do I update
my credit card and/or billing information?
To change your billing address or credit card information,
please follow these steps:
1. Log in to your account on the MyGenShare.com website.
2. Click on Billing Info.
3. Click on Edit.
4. Update your credit card and/or billing information.
5. Click on Save Changes.
26. How can I get a copy of my payment
receipt?
To view your billing history or print a receipt, please
follow these steps:
1. Log in to your account on the MyGenShare.com website.
2. Click on Billing Info.
3. Click on the desired invoice.
4. The invoice will appear on the screen.
5. You can choose to print the invoice and/or save a copy of the
invoice to your computer.
27. I ordered a
MyGenShare.com subscription or product. Why has my credit card been charged
twice?
MyGenShare.com will only bill your account for the amount
of purchase. However, two charges may be listed on a bank or credit card
statement.
Two charges for the
same MyGenShare.com product. When you placed
your order, MyGenShare.com requested an authorization for the charge from your
bank or credit card company. This authorization places a temporary hold on your
account for the amount of the purchase. Within one to three days, the charge
actually posts to your credit card account, and MyGenShare.com receives the
funds for the amount of the purchase. In most cases, the authorization is
automatically released and you see one charge for the amount of your purchase.
In a few situations, both the original authorization and the posted charge will
temporarily appear on your account. However, the authorization will be released
within seven days and you will only see one charge.
If you have questions or concerns about this pending
charge and how long it will remain on your account, please contact your
financial institution.
Two charges on an
order with both subscriptions and products. MyGenShare.com
separates charges for subscriptions and product purchases. MyGenShare.com will
not charge your account until the product you have ordered has been shipped. If
for some reason a product never ships, you will not be billed for that part of
the order.
One charge will appear for subscriptions to our website,
and another charge will appear for products such as books once they have
shipped. The total of these two charges should never exceed the total amount
agreed upon when you placed the order.
28. Who do I
contact with billing questions regarding my MyGenShare.com account?
If you wish to discuss your subscription or billing
history, please feel free to email us. Use the Contact Us form.
After processing your email request we will send a reply,
including answers to whatever questions you may have had.
Online verification
To verify the status of your MyGenShare.com subscription
online, please do the following:
1. Log in to your account on the MyGenShare.com website.
2. Click on Subscription Info.
29. What methods of
security does MyGenShare.com provide for placing orders and subscribing?
MyGenShare.com has several methods of security in place to
protect the use of your personal information. These security methods include
the following:
Automated Security
Measures. We have security measures in place,
such as the use of Card Verification Value Codes (CVV2) for purchases. The CVV2
code is a small number on the back of a credit card, which is used to secure "card
not present" transactions.
Data Encryption. The pages on the websites owned by MyGenShare.com for requesting
subscriptions, placing orders, and updating credit card details are very secure
in order to protect your private information. On these pages, we use 128-bit
SSL (Secure Sockets Layer) encryption.
30. How do I stay
safe shopping online?
Dinner at a restaurant, software on the Internet -- we can
purchase both with a credit card, but in which case is our credit card
information safer? We don't think twice about using a credit card in a
restaurant because it's something we do so often. On the other hand, shopping
on the Internet is new to us so it seems much more mysterious and dangerous.
Here's why you can feel comfortable shopping at MyGenShare.com.
We use a secure Netscape Commerce Web server for all
credit card transactions to ensure that purchases you make from our Web site
are safer. The latest versions of many browsers, such as Netscape Navigator,
Netscape Communicator, Internet Explorer, AT&T's WorldNet Service browser,
and America Online use a technology called "Secure Sockets Layer" and
can take advantage of the special protection that our Netscape Commerce Web
server offers. This means that your name, address, and credit card number are
encrypted (coded) so outsiders cannot read them. This isn't the case in that
restaurant or retail store where anyone can copy down your card number!
Just how safe is this Secure Sockets Layer technology? If
you are using a United States version of one of these browsers, then you are
taking advantage of "128-bit encryption." This is as secure as
Internet transactions can get. A "hacker" would have to try literally
tens of billions of combinations to get to your information! If you aren't
using a United States version of one of these browsers, you are still
safeguarded by 40-bit encryption, which offers you and your private information
excellent protection.
This means that you have a much better chance of being
struck by lightning today than having a criminal read your 40-bit encrypted
credit card number. The odds with 128-bit encryption are about the same as both
you and the criminal winning different state lotteries and getting struck by
lightning on the same day!
To use Secure Sockets Layer technology, our Web server has
what is called a "Server ID" or "Server Certificate" that
was issued to us by VeriSignTM, Inc., a leading provider of digital
authentication services to companies such as America Online, Microsoft, and
Netscape. This Server ID is unique to the MyGenShare.com Web server and allows
us to identify ourselves to potential customers like yourself.
You may have noticed that when you enter our store, your
browser changes in appearance. Netscape Navigator displays a blue line at the
top of the window and a key in the lower left corner. Microsoft Internet
Explorer, AT&T's WorldNet Service browser, and Netscape Communicator
display a closed padlock at the bottom of the window. These changes indicate
that when you entered the store, VeriSign checked our Server ID and verified
that we are the MyGenShare.com store and are qualified to accept credit card
information. If VeriSign had not been able to verify our Server ID, you would
have been told not to enter the store.
In addition to the special protection that we offer at the
MyGenShare.com store, you should also know that there just aren't that many
people in the world who have the abilities to intercept Internet traffic
containing credit card information. In addition, most credit card companies
will not hold you accountable for unauthorized charges made to your credit card
-- check your credit card company's policy for details.
All in all, shopping in the MyGenShare.com Store and the
Internet stores of other reputable businesses just isn't something that you
should worry about. The chances of an unauthorized person finding and using
your credit card information are very small. In the future, it's likely that we'll
all be shopping on the Internet regularly and wondering what all of the initial
fuss was about! If you'd like to try out the MyGenShare.com store, go to our
main store page. For more details about online security, visit VeriSign.
MyGenShare.com Log
In
31. Can I log in to
MyGenShare.com from any computer with my user name and password, or am I
limited to a single computer?
Yes, you can log in to MyGenShare.com from any
internet-connected computer. However, you can only be logged in to one computer
at a time.
32. What does the
stay logged in checkbox do?
By default, you are automatically logged out of your
MyGenShare.com session after 20 minutes of inactivity. Once you check the stay
logged in checkbox, a cookie is stored on your computer so that you will be
automatically logged in indefinitely when you use that computer and browser
again to access MyGenShare.com. The cookie expires after two weeks of
inactivity, so if you don't access your account for two weeks, you will have to
log in manually with your user name and password again.
Please note: This feature is browser dependent, so if you
access MyGenShare.com from two different computers or two different browsers,
you will have to log out on one computer and re-log in on the second computer.
It is also recommended that you do not check stay logged
in if you share your computer with others.
MyGenShare.com
Copyright
64. What is your
copyright policy?
Content which has been contributed to the public area of
MyGenShare.com sites by users remain the property of the submitter or the
original creator and we are a licensed distributor of such content.
Occasionally, a person may feel that content submitted by a user is their
property or is covered by the copyright of someone other than the submitter.
Please remember that we are the distributor of user supplied content and the
submitter, not MyGenShare.com, is the one who has violated copyright if such a
violation has occurred. However, we will respond to substantiated claims of
violation. In such a case, the person who believes they have a claim under
copyright should mail a claim of copyright violation to:
MyGenShare.com
Copyright
P.O. Box 1228
Riverton, UT 84065
All of the following must be included:
1. Identification of the copyrighted work claimed to be infringed,
and the basis of the claim.
2. Identification of the material which is claimed to be
infringing, including the URL.
3. Full contact information on the claimed copyright owner or other
claimant, (who must have a license which is being infringed or other standing
to make the claim.) This should include the name, address, telephone, fax and
email information.
4. A statement, under penalty of perjury, that the information sent is accurate and the complaining party is the owner or an
authorized agent of the owner.
5. A physical or electronic signature of the claiming party.
Last modified on: 7/01/12