How does the download process work?

1. Click the download icon to add it to your list of downloads
2. Click 'Proceed to Payment'
3. Enter your details and confirm your order (NB it is very important that you enter your email address correctly)
4. Pay for your order with your credit/debit card using Barclays EPDQ
5. If your payment is successful, you will get an email from us (which is why you must enter the address correctly). The email will contain a link to the download file which you should click and then run.
6. During installation you will need to copy your unique activation code which will also appear in the email and paste it into the relevant box (copying and pasting avoids any confusion between letter O and number 0, etc).
7. N.B. Users of firewalls should ensure the setting allow downloads, or temporarily turn them off during the download.

I haven't received any emails containing my download link or activation code

This normally occurs when the email address hasn't been entered correctly, so the server doesn't know where to send the email or sends it to a non-existent address. If you believe you have put in an incorrect email address please contact us.

Why has my download link expired?

For security reasons the download link is valid for 3 days following payment. Therefore we recommend making sure you keep your copy of the installation file in a safe place once you have downloaded it. If you do need to download it again once the 3 day period is up please contact us.

Why have you stopped using Paypal and started using Barclays EPDQ?

We have found Barclays EPDQ to be a better way to accept credit/debit card payments for goods such as software downloads.

I downloaded the file but I cannot run it. Why is the size only 0Kb?

We have noticed a number of customers reporting this issue. It appears the Windows built-in firewall seems to restrict file downloads, making the size 0 Kb. If you have the Windows firewall switched on, please try temporarily disabling it and downloading the file again.

We are also aware that other firewall products such as Mcafee or Norton may be affecting file downloads. If you think this may be affecting you please try temporarily disabling the firewall or investigating how to tweak the settings to enable effective file downloads.

Some customers have found adding genealogysupplies.com to their firewall's list of "trusted sites" has fixed this issue.

Please be aware other types of software such as download accelerators (you'll probably know it you have one) may also affect downloads.

When I try to run the program it says 'not a valid win32 application'?

Please check the size of the file you downloaded. (Right-click on your file and choose 'Properties') If it is says 0Kb please refer to the issue mentioned above. If not the file may have become corrupted during download - this could also be due to a firewall or simply a bad connection. Please try downloading the file again.

If you are still having trouble please contact us.

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