MyGenShare

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?

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

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