RootsChat.Com
General => The Common Room => Topic started by: Penholder on Wednesday 10 November 21 23:31 GMT (UK)
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Just wondering if I'm the only one experiencing a problem this evening. My subscription is well up to date and it knows it when I look at my account details but the "subscription" button is high-lighted pink and I can't access any search results.
Diana
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I'm having the same problem, I just popped on Rootschat to see if anyone else was having a problem too and saw your post. It was OK for me this afternoon.
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It's good to know it isn't just me! I had no problems this afternoon either. Hopefully it's a glitch that will soon get sorted out.
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It's fixed now - for me, at any rate. They've adjusted the 'filmstrip', amongst other things.
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Thank you! I've just checked and it's working for me too now.
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Still not working for me. I've logged out and back in again - still the same :'(
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I hope it comes back properly for you soon
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It's been working for me all evening. I wonder what they're up to.
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It’s been working fine for me. In fact my subscription was due to run out today the 11th, I had a notification yesterday that to had renewed them, I’m on auto renewal.
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Just tried on my phone (different browser) and still can't access any records.
Oh well, I'll try again tomorrow, Martha has been dead since 1848 so she's not going anywhere ;D
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Not working for me this morning >:(
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It's been working for me all evening. I wonder what they're up to.
Tinkering in readiness for the 1921 perhaps?.
Sad that the cynic in me thinks they’re about to lump us with another unnecessary ‘new, improved’ something or other that we either don’t need nor want ::)
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It’s working fine for me and has been since I logged in at 8.30AM.
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It's not affecting everyone, apparently ...
Thank you for your email.
We are sorry that you were sent an account update email in error. We've been doing some internal updates which have caused an error for some customers.
We're aware of the issue and we're working to remedy the situation now.
To check your account status please go to my account, my subscription manage my subscription.
Thank you for your patience.
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I wonder if it's to do with auto-renew .
I've always had auto renew turned on (my sub is due in March) Today, I went in to check what the problems that others have might be and saw a little notice that suggested that I should turn on auto renew or my membership would expire in March 2022. I didn't turn it off so I think they've been adjusting things.
I suggest that, if you have problems, to check your subs status, just in case.
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I have always had auto-renew. I received the email regarding auto-renew earlier and thought that this might solve the problem if it had something to do with this. Going into my account there no longer appears to be an option to tun on/off auto renew unless it is extremely well hidden.
Simon
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I've just seen a post on FB from Find my past this morning theyve sorted it and apologising.
It's not letting me copy it across to here though. Can anyone else copy it over ? Thanks.
EDIT I've typed it out old school on my next post on this thread. They posted it 40 minutes ago so at about 10 am uk time.
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On FB they don't say that they have sorted it.
Findmypast
Hello ******
We're sorry that you've been experiencing issues accessing records. We've been doing some internal updates which have caused an error for some customers.
We're aware of the issue and we're working to remedy the situation now.
Please could you try again, and if the same issue occurs, please could you let us know which records you're trying to access. Thank you for your patience.
Simon
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This was posted 40 minutes ago on their Facebook page so about 10 am uk time, but as I said earlier I was having bother copying it over, so I've just typed it out word for word old school!
'As part of the continuing work to enhance our service, we made some internal updates that temporarily impacted access for some of our subscribers. This has since been resolved. We sincerely apologise for any inconvenience caused and would like to thank our community for their patience.'
From Find My Past FB page .
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I have always had auto-renew. I received the email regarding auto-renew earlier and thought that this might solve the problem if it had something to do with this. Going into my account there no longer appears to be an option to tun on/off auto renew unless it is extremely well hidden.
Simon
It is not now readily obvious, you have to drill down to find it.
Go to your account, scroll down to the the bottom of Personal details, below the blue Update details button is “looking for subscription renewal options” click on that and you get the option to turn on or off auto renewal.
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I have always had auto-renew. I received the email regarding auto-renew earlier and thought that this might solve the problem if it had something to do with this. Going into my account there no longer appears to be an option to tun on/off auto renew unless it is extremely well hidden.
Simon
It is not now readily obvious, you have to drill down to find it.
Go to your account, scroll down to the the bottom of Personal details, below the blue Update details button is “looking for subscription renewal options” click on that and you get the option to turn on or off auto renewal.
Yes that is where it should be but it no longer shows on my account. I think this must be part of the problem.
Simon
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This was posted 40 minutes ago on their Facebook page so about 10 am uk time, but as I said earlier I was having bother copying it over, so I've just typed it out word for word old school!
'As part of the continuing work to enhance our service, we made some internal updates that temporarily impacted access for some of our subscribers. This has since been resolved. We sincerely apologise for any inconvenience caused and would like to thank our community for their patience.'
From Find My Past FB page .
Sorry, I missed that, however it certainly hasn't been fixed on my account. I can still not access any records.
Simon
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Still not working for me :(
When I go into "My Subscription" is says my sub is "Active" and expires 10 Jan 2022, as it should be. If I then click "Manage My Subscription" from that page it say "No subscription".
I followed Jebber's instructions to find auto renew and it took me back to the "My subscriptions" page with no auto renew options.
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Still not working for me :(
When I go into "My Subscription" is says my sub is "Active" and expires 10 Jan 2022, as it should be. If I then click "Manage My Subscription" from that page it say "No subscription".
I followed Jebber's instructions to find auto renew and it took me back to the "My subscriptions" page with no auto renew options.
This is exactly what I get. If it assumes we have no subscription, logically there will be no auto-renew available.
Simon
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I think they should give us 1 free view when the 1921 census comes out as compensation - no chance ;D
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Mine wasn't working last night, so sent an email and got the same reply as others. It seems to be fine this morning. Pity they didn't just put a message on the page so everyone knew there were problems.
I know there is free access to Military records from today until the 15th, so wondered if it was to do with that.
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Still not working for me :(
When I go into "My Subscription" is says my sub is "Active" and expires 10 Jan 2022, as it should be. If I then click "Manage My Subscription" from that page it say "No subscription".
I followed Jebber's instructions to find auto renew and it took me back to the "My subscriptions" page with no auto renew options.
When you went into My Account did you click on the first option Personal Details, or My Subscription? It’s the first one you want. Otherwise I can only suggest you contact Findmypast.
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Still not working for me :(
When I go into "My Subscription" is says my sub is "Active" and expires 10 Jan 2022, as it should be. If I then click "Manage My Subscription" from that page it say "No subscription".
I followed Jebber's instructions to find auto renew and it took me back to the "My subscriptions" page with no auto renew options.
When you went into My Account did you click on the first option Personal Details, or My Subscription? It’s the first one you want. Otherwise I can only suggest you contact Findmypast.
I think the answer is as I stated in my previous post. For those of us with the problem FindMyPast think we have no subscription, therefore there will be no auto-renew option presented.
Simon
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I can now access records again :D
Thanks Jebber, I've found the auto renew button now.
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I can now access records again :D
Thanks Jebber, I've found the auto renew button now.
As are mine, with auto-renew re-established.
Simon
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Great, it looks like they're getting it sorted now. Hope everyone else is up and running too.
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Good.
Now I just need to find out why I am not getting notifications here on Rootschat, they are turned on but I’m just not receiving any.
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Looking like they've sorted it.
E-mail in the night inviting me to "keep discovering with auto-renew". I had not knowingly turned off auto-renew and did wonder if it was connected to being upgraded from the old British sub earlier this year.
Managed to use FindMyPast today but my laptop kept unhooking itself from the internet. Gave up and went to cook a curry and laptop went into updating mode.
Returned this evening and an e-mail from FindMyPast:
"Dear Xxxxx,
Over the last 24 hours, we incorrectly sent you an email stating auto-renew had been switched off in your account. Please ignore this - it was sent in error.
As part of the continuing work to enhance our service, we made some internal updates that temporarily impacted access for some of our subscribers. This has since been resolved. We sincerely apologise for any inconvenience caused and would like to thank you for your patience if you were affected.
Take care, The Findmypast team."
All is well. Even the laptop is staying hitched to the internet. ;D
Tony.
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Has anybody auto-renewed FindMyPast in the last few days? Are they still giving a 15% loyalty discount? Despite being logged in the prices I'm being shown aren't discounted. My sub expires next week.
The landing page of "My Subscription" shows my most recent PREVIOUS sub expired 11th Nov 2020, clicking on the "manage my subscription" link shows I currently have an auto-renewing sub till 24th Nov. I can't recall whether they have always separated out current and previous subs. I can still search and view records so I suppose I should be thankful for that.
They apparently sent me an invoice for £5.91 on 10th November, I didn't receive anything and have no idea what it was about but my card hasn't been charged. I imagine it was probably generated by the work they're doing behind the scenes that is causing us all so much grief, and the date - 10th Nov - will be when they put in the fix that resolved the earlier set of problems and seems to have introduced some new ones.
They are not taking phone calls, email only. I've had an auto-reply which doesn't answer my question. I have no idea whether they will respond in any sort of helpful manner before they try to charge me some unspecified amount, but if they do I'll post here.
Jane :-)
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My 12-month Pro subscription was auto-renewed on 13 Nov, at £135.99 (ie 15% off of the standard price of £159.99).
Note that I was auto upgraded last year from the old 12-month World sub to the new 12-month Pro sub, so this latest renewal was a simple renewal of the Pro sub.
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Oddly, if I view my current subscription details, the invoice shows the total amount as £158.11. Checking my credit card though, I was only charged the £139.99.
I'm really not sure why the invoice shows £158.11.
Under the list of "Expired Subscriptions", which actually includes both expired and active (indicated by the "status"), it shows the cost of my latest renewal as £139.99.
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There does seem to have been a problem which they have acknowledged on their FaceBook pages and groups. A lot of people suddenly found their membership was shown as expiring on the 11th November - which was about the time they had the trouble with people being unable to get access as it said they weren't subscribed. Mine shows that even though I still have 2 months to run. However by going into Manage Subscriptions it shows my account as running from 11th Nov 2021 to 23rd January 2022. It looks as if they had to do this to get round the error.
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Oddly, my subscription which runs from June to June is shown as expired on 11 November, but I can still access the site as normal.
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Oddly, my subscription which runs from June to June is shown as expired on 11 November, but I can still access the site as normal.
If you check the Current Sub, you'll find it has Nov 11 2021 - to June 2022. I have a Nov11-March 2022 (my usual renewal date)
Add - sorry for typos, I think I've corrected them all now - sticky keys on a small keyboard.
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Modified - Just realised that it doesn't show on the subscriptions page, I needed to go into "Manage My Subscription"
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It looks as if my sub should have expired on 10th October, but was renewed on 11th November. The sub runs until October 2022. The invoice says I paid £146.67, which is neither the full sub or the reduced amount which I actually paid!
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I think the amount shown on the invoice is just a bit of shonky code that's simply calculating a pro-rata amount (of the full price) based on the time difference between the invoice "Started On" datetime and the "Renews On" datetime. And for good measure, completely ignoring the loyalty discount.
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Yes. It's just to make sure their accounts are in order :)
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FindMyPast got back to me late yesterday afternoon. Their customer services rep wrote
"I am sorry your automatic renewal was turned on, this was down to an error on our side. As was the invoice you where sent
No charge has been incurred and your subscription remains valid until the 24th November 2021. When you review the invoice it is confirmed that £0.00 charge has been taken.
I am sorry you did not get a renewal reminder, these are now only sent if the automatic renewal was removed, and in this case it was turned on in error.
If you allowed this subscription to renew it would be charged at £135.99 with your 15% discount
Would you like me to remove that for you?"
I've decided to leave my auto-renew set as they have now confirmed how much they will be taking. Interesting what they say about only giving advance notice if auto-renew NOT set.
Jane :-)
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I think they should send a notice when the renewal is due, if only to prepare me for the shock when they take the money! I must make a note on the calendar.
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I am sorry you did not get a renewal reminder, these are now only sent if the automatic renewal was removed, and in this case it was turned on in error.
If this is true then I think I'll make sure I turn my automatic renewal off! You'd have thought that out of courtesy they would just remind you so that you know when the money is due to be taken from your bank account.