Troubleshooting & FAQ

A quick reference for the most common questions.

1. 1

   I never got the verification email

   Check your spam folder first. Visit `/check-email` and click Resend confirmation email. If nothing arrives after a few minutes, contact the team — there may be a delivery issue.

2. 2

   My verification link says it expired

   Links expire after a short window. Click Request a new confirmation email on the expired-link page and try again.

3. 3

   I don't see a free-start button on my dashboard

   Make sure you're signed in. Both Start free (Family Tree) and Start this year's book (Yearly Book) appear on `/dashboard/projects` — refresh the page if either is missing.

4. 4

   I can't see the Activate Package button

   You need to be signed in and viewing the project's Billing page. If you're signed in and still don't see it, contact the team with your account email.

5. 5

   A collaborator can't see my change

   Confirm the change actually saved (look for a confirmation), and ask them to refresh their page — live updates can occasionally lag behind a slow connection.

6. 6

   My export is missing an item

   Open the Export tab — it lists exactly which deliverable is missing, usually a media item (like an animated portrait) that hasn't finished generating yet. Wait for it to complete, then regenerate the export.