Technical Support
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mber stored in it, and gives you access to the members-only areas, such as user home pages etc.

3 - If you have gone Online through Family Tree Maker before and are already registered as an Online user, but are using a new computer, reinstalled Family Tree Maker after reformatting your hard drive or installing a new hard drive, a new unique ID was created and the web site will not recognize this new number and display the Welcome! page. Since you have already registered previously as an Online user, you need to select the Verify Old Account option. Do NOT select New Online User! If you do that, you will end up with multiple Online user accounts and have difficulties being identified by the web site.

When you select Verify Old Account, you will be prompted for your Zip Code and the last four digits of your phone number. Enter those and then click the Submit button. Make sure you use the same phone and Zip as when you logged on and established the account the first time. If you entered your Zip Code with five digits during registration, you'll need to enter it that way again for verification. If you entered it with nine digits, you'll need to enter nine digits again for verification.

The web site will compare this information against its database and try to identify you. If it finds your record, it will update your record with the new unique ID number, reset the cookie on your hard drive and grant you access as you had before.

If it returns an error that it was not able to verify you, you either entered the information incorrectly, or there are more than one account that match these criteria and it cannot make a positive ID. In this case, you need to contact Tech Support at 1-510-794-6850 to get this issue resolved.