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I was updating my family tree and realized I could see some records from one device but not the same view from another. I’m not sure if the issue is my subscription, login email, privacy setting, or saved tree access. Since I don’t want to lose changes, I’d rather ask carefully. Should I describe the missing records first, or explain how I switch between devices when working on the family tree? I also want to avoid calling it an Orbitz issue if the airline or hotel is the part that actually changed.
Hi folks, I’d ask Ancestry about the missing records first, then explain the device switching as the context. Save the account email, tree name, browser, device names, subscription status, and the record collection that appears differently. Avoid changing privacy or tree settings until the account view is understood. Keep the question tied to access, not family research advice. Saving how to contact ancestry turns the request into an access and display issue, not a broad genealogy problem. Mentioning both devices also helps them compare the account view.
I appreciate the suggestion not to start changing privacy or tree settings before understanding the account view. That could easily create a second problem while trying to solve the first one. Comparing the same record collection on two devices is a clean way to show whether the issue is access, display, or something tied to the account.
