Troubleshooting and FAQ

• Use the same email address the invitation was sent to; Google sign-in must use that address too.
• Use the password reset link on the sign-in page if you have forgotten your password.
• If your membership is still being reviewed you will see a waiting page rather than the family record.

• Check whether it is still waiting for an administrator's approval.
• Ask them to look in their spam folder.
• An administrator can resend it from Administration → Invitations.

• Ask again using full names — the Historian answers from the family record, so an unrecorded detail cannot be recalled.
• If the family's free conversation minutes are used up, an administrator will see this in the historian tools.
• If the Historian says it cannot reach the family record, wait a moment and try again, then tell an administrator.

• Very large files can fail; try a smaller image or a shorter recording.
• If you belong to more than one family site, make sure you are on the right site before uploading.
• Shared items wait for review, so they may not appear straight away.
• A photo on a person record can be changed by administrators, stewards and record editors. If you see a permission message, ask an administrator to add the picture for you.

• Look in your spam or promotions folder; the message comes from your family site's address.
• Codes expire, so request a new one rather than reusing an older email.
• If nothing arrives at all, an administrator can check email delivery in Administration.

• Move the pointer straight from the portrait onto the card — the card stays open while the pointer is over it, and its links can be clicked.
• On a touch screen, tap the portrait to hold the card open.

• Links expire after about a month and can be withdrawn — ask the family member who invited you to send a fresh one.
• Each memory is saved on its own; if a save fails the page shows the reason, so pass that wording on when asking for help.
• The steward can see arriving memories in their review list, so a saved memory may simply be waiting for approval.

• Spoken conversations are written up shortly after the call ends, so allow a few minutes before visiting.
• Open Persona Studio and use Refresh memory to index anything added very recently.
• Ask using names and dates; specific questions find the matching memory more reliably.

Ask a family administrator first — they can correct records, resend invitations and change what the site shows. For anything they cannot resolve, they can contact Forever Spoken.