We've posted instructions for enabling cookies in Netscape and Microsoft Internet Explorer. There are programs and browser plug-ins that will block cookies for security reasons--either disable or uninstall this program or plug-in if you have this type of software or configure it to allow our Web site to create and read cookies. If you are concerned about cookie usage, please learn more about how and why we use cookies.

The next thing to remember is that once you create one online account with us, you should never need to create another. Multiple online accounts can lead to access problems.

Here are some tips to follow if you have access problems.

If you use Family Tree Maker:

1. Start the program and go online through Family Tree Maker.
   If your cookie has been deleted, going online through Family Tree Maker will reset the cookie. If the account associated with that cookie is the one with access to your subscriptions or home page, you should now have access.
2. If you still have access problems, we need to check sure your browser is set to accept cookies.
   After going online through Family Tree Maker, go to familytreemaker.genealogy.com/cgi-bin/regcheck. If you are accepting cookies, you will see a page that displays your name, city/state and UserID. If you are not accepting cookies, you will see a page that tells you so. If you are told you are not accepting cookies, you need to find out how to enable them.
3. If the above utility does show that you are accepting cookies but you still can't access your subscription or home page, than you may have created multiple accounts and the account found in your cookie is not the correct one.
   In this case technical support will be able to help merge your accounts. Come to the Family Tree Maker Online Message Board or call us at 510-794-6850 Monday, Wednesday or Friday from 8:00am - 5:00pm PT or Tuesday and Thursday from 8:00am - 4:00pm PT and be ready to tell us the following:
   • Let us know exactly what you have tried.
   • If you post a message in our message board also tell us what happened when you used the account check utility above.
   • If this involves a User Home Page, tell us the URL of the User Home Page you are trying to access.
   • If an account was found, let us know the name, city/state and the last 5 digits of the UserID.

1. You can use your online account's login and password to reset the cookie if yours has been deleted.
   Your account's login and password can be sent to you from each place where you could log in. In the event that you have created more then one online account, trying to have your login and password sent to you may fail because we may find more than one account for you. Logging in is used only to set the cookie. If you find that you have to continually log in, there is a problem, and you should contact us so we can help you look into this.
2. To check and see if you are accepting cookies, go to familytreemaker.genealogy.com/cgi-bin/regcheck. If you are accepting cookies, you will see a page that displays your name, city/state and UserID. If you are not accepting cookies, you will see a page that tells you so. if you are told you are not accepting cookies, you need to find out how to enable them.
3. If the above utility does show that you are accepting cookies but you still can't access your subscription or home page, than you may have created multiple accounts and the account found in your cookie is not the correct one.
   In this case technical support will be able to help merge your accounts. Come to the Family Tree Maker Online Message Board or call us at 510-794-6850 Monday, Wednesday or Friday from 8:00am - 5:00pm PT or Tuesday and Thursday from 8:00am - 4:00pm PT and be ready to tell us the following:
   • Let us know exactly what you have tried.
   • If you post a message in our message board also tell us what happened when you used the account check utility above.
   • If this involves a User Home Page, tell us the URL of the User Home Page you are trying to access.
   • If an account was found, let us know the name, city/state and the last 5 digits of the UserID.