Service Disruption FAQ
We know you have questions. Here's what we can share right now.
What's going on?
We're currently experiencing a service disruption that has taken parts of our systems offline. We know this is frustrating and disruptive. Our team has been working around the clock with outside specialists to restore service safely, and resolving this is our highest priority. It appears it may take days to get things fully functional.
We value your business and will find a way to make up for lost time on the service once we get things back up and running. We'll post updates here as soon as we have confirmed information to share.
What is the impact to my content? Will it be available after the systems are back online?
Yes. We believe your account and content are intact. Everything we currently see indicates nothing has been lost. We're focused on restoring backups and services safely and responsibly.
What about billing, renewals, or cancellations?
As stated above, we value your business and will make up for the service downtime once we get things back up and running.
If you have additional questions about billing, renewals, cancellations, or refunds, please contact Support, and we'll help you. We'll document your request and follow up as soon as we're able.
What about Storied?
Key Storied functionally has been restored! We are pleased to inform you that family trees, storytelling, StoriedBooks, and FamilySearch integration are now operational. We are still exploring how long it will take to restore newspaper clippings, historical record search, and newspaper search functionality on the site, and will provide updates as that information becomes available.
Customer Service
Need help? Contact Support and include your account email if you have a question that isn't answered here. We appreciate your patience while we work to restore service.