Geneafinder Help Center

It is possible that your subscription has been suspended due to a refused payment.

If the automatic debit does not go through or is refused, we are obliged to immediately suspend your access to Geneafinder's Premium services.

You will be notified in case of a problem related to your payment:

• by email sent to the billing email address
• by logging in to geneafinder.com, you will receive a notification

Your payment may have been refused for several reasons. Most often, payments are refused when the card has expired or the credit limit on the card has been reached.

To restart your subscription and access Geneafinder's Premium services again, update your billing information from Settings, Geneafinder Account tab, My Subscription.

Then click the Resume Subscription button. You will be billed and can automatically access the Premium services.

1. To subscribe to a plan, click on the Go Premium button at the top of each page. You will be directed to our offers page.
2. Choose the offer that suits your needs and click on Subscribe.
3. Follow the payment steps.

💡 The subscription is automatically renewed. Our Premium service is automatically billed to you, according to your cycle, on the anniversary date of your subscription.

Find all your invoices in Settings, under the Geneafinder Account tab, by clicking on My Subscription.

You can download them at any time.

After subscribing to Geneafinder, you will have immediate access to our Premium services. Therefore, we do not offer a right of withdrawal.

The law requires us to inform you and to expressly obtain your waiver of the right of withdrawal and your agreement that the service provision begins immediately at the time of subscription.

When you agree to waive your right of withdrawal, this does not affect your other rights and it does not prevent you from canceling your subscription at any time.

Geneafinder offers free access to certain features and several types of paid subscriptions to use Premium tools (multimedia gallery, consistency checker, task manager, advanced statistics, sharing and teamwork):

• Solo subscription: This subscription is most useful for genealogists who work alone. You get access to all Premium features and can share your tree with read access to an unlimited number of people of your choice.

• Duo subscription: This subscription is ideal for close ones who want to work together on the same tree. You get access to all Premium features, you can share your tree with read access to an unlimited number of people of your choice, and you can share your tree with write access to one trusted person.

• Family subscription: This subscription is perfect for families who want to work together on the same tree. You get access to all Premium features and can share your tree with both read and write access to all the people of your choice.

• Additional storage: Regardless of your subscription, you have 20GB of storage for your media. You can choose to subscribe, in addition, to extra storage space: 200GB for €3/month.

For each of these subscriptions, you can subscribe for a duration of 3 months or 1 year.

The subscription is automatically renewed. Our Premium service is automatically billed to you, according to your cycle, on the anniversary date of your subscription.

You can modify your Premium subscription at any time.

To do so, go to Settings, then select the Geneafinder Account tab and click on My Subscription. From this page, you can modify or cancel your subscription and view your invoices.

• If you wish to switch from an annual payment to a quarterly payment, the new billing cycle will only take effect at the end of the annual cycle.
• If you wish to switch from a quarterly payment to an annual payment, a new billing cycle will be created and the subscription will automatically renew the following year, on the anniversary date. If there was any remaining time on the quarterly billing cycle, a corresponding amount will be deducted from the annual payment.
• If you wish to subscribe to a higher plan, the new plan will take effect immediately and the price of the new subscription will be immediately debited. A new billing period will begin. The amount of the new plan will be calculated by deducting the pro rata of the remaining time of the billing period of the current plan.
• If you wish to subscribe to a lower plan, the new plan will always take effect at the end of the current billing period. The billing period will not change.
• If you choose to subscribe to additional storage without modifying your basic subscription, the price of the storage will be immediately debited and the billing period specific to the storage will begin on that date.

You may access your Premium subscription at any time.

1. Please proceed to Settings, then select the Geneafinder Account tab and click on My Subscription. From this page, you have the ability to modify or cancel your subscription, as well as view your invoices.

If your payment seems to have been declined:

• If it was declined by your bank or financial institution: check that your payment information is correct.
• If everything is correct, you can try the payment again or change the payment method.
• If the problem persists, make sure that your payment method supports e-commerce transactions.

Contact our support service if needed: Support.geneafinder@doptim.eu

You can cancel your Premium subscription at any time.

Canceling your subscription is the only way to end it and stop billing.

Yes, the subscription is automatically renewed. Our Premium service is automatically billed to you, according to your cycle, on the anniversary date of your subscription.

You can modify your payment information at any time.

1. To do so, go to Settings, then select the Geneafinder Account tab and click on My Subscription. The modification of your payment information will be done on the Stripe payment infrastructure.

For any questions related to your subscription, payments and billing, contact the Geneafinder support team by sending an email to the following address: support.geneafinder@doptim.eu.

We use the Stripe payment infrastructure, recognized worldwide.

Several payment methods are available on this platform:

• Credit cards (VISA, Mastercard, Maestro, American Express, etc.)
• E-wallets (Paypal, Apple Pay, Google Pay, etc.)

If one of the accepted payment methods does not work, please contact us for assistance at the following address: Support.geneafinder@doptim.eu

Yes, your payment is secure. We use the Stripe payment infrastructure, recognized worldwide. Stripe Terminal is certified compliant with EMVCo Level 1 and Level 2 specifications for card and terminal security and interoperability.

For more information, please visit this page.