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Customer Service

The following are some Frequently Asked Questions about WorldVitalRecords. Please feel free to contact our Customer Service at 1-888-377-0588, Monday through Friday 8:00am to 5:00pm (MST). You can also email us at support@worldvitalrecords.com.

My Account

• How do I log in?

  From the WorldVitalRecords homepage, www.worldvitalrecords.com, Click on the link "Login" located in the upper right hand corner. Type in your email address and password where prompted and click on the "Login" button. You will be redirected to the website and you should see the welcome message and your name.

  

  Trouble Shooting: If you see "Welcome" without your name when logging in, then try logging out.

  More Trouble Shooting: If you see Join Today even though the top says "Welcome," please refresh your page and remove any cookies using the following link.

• How do I log out?

  To logout, click on the link "Logout" at the top right hand corner of the WorldVitalRecords website.

  

• What is my password?

  From the WorldVitalRecords homepage click on "Login" at the top right hand corner. Under "Members Login Below" you will see "Forgot your Password?" Type in your email address in the box provided and we will email you your password.

  You can also email support@worldvitalrecords.com for your password to be sent to you.

  Please remember that your password is case sensitive.

  

  

• How do I change my email address?

  Click on the link "My Account" which is located on the top right hand side of the WorldVitalRecords website. In the "Account and Contact Info" box you can update your email address.

  

  

• How do I cancel my subscription?

  If you wish to cancel your subscription to WorldVitalRecords, please contact us by phone at 1-888-377-0588 between the hours of 8:00 a.m. to 5:00 p.m. (Mountain Standard Time). If you live outside the United States, please dial the international country code for your country, and then dial 1-888-377-0588. You may also contact us by email at support@worldvitalrecords.com.

  We are so sure that you will get valuable genealogy information and family history help with your WorldVitalRecords subscription that we offer a 30 day money back guarantee. If at any time during your first 30 days of membership you do not get your money's worth simply call us on our toll free number at 1-888-377-0588 and request a refund. We will gladly refund your total membership amount. Simple as that! This money back guarantee applies to all WorldVitalRecords membership plans and does not apply to any shipped products.

  If the WorldVitalRecords membership that you purchased included a product that was included as a premium or promotional offer (magazine subscriptions, software, eBooks, audio books, etc.) then the amount refunded will be reduced to cover the cost of the additional product. There are no refunds of magazine subscriptions, software, eBooks, audio books, or other downloads or shipped physical products in boxes. The sale of magazine subscriptions downloads, or other electronic, digital, or physical products are final. The amount refunded will be 50% of the purchase price to cover the cost of the WorldVitalRecords membership.

General Site Information

• What browsers does WorldVitalRecords support?

  We support Mozilla (Firefox), Internet Explorer 6, 7, 8 and Mac/Apple Safari. We do not support Internet Explorer 5.5 and previous versions. We also do not support Mac/Apple Opera.

  Please note if you are using Windows Vista and are having trouble viewing our site you will need to add WorldVitalRecords to your security settings. Some Vista users find that if they don't add WorldVitalRecords to their security settings, they are no longer able to log into our website.

  To fix this problem you need to add the following link to your Trusted Sites list: https://www.worldvitalrecords.com

  To do this, follow the instructions below. (If you are not using Internet Explorer, please let us know so that we can send different instructions.):

  1. In Internet Explorer, click on the Tools Menu at the top of the screen (or press ALT+T).
  2. From the Tools drop-down menu, select Options.
  3. In the Internet Options box, click on the Security tab at the top.
  4. Click on the green check mark Trusted Sites.
  5. Click the Sites button, to the right of the checkmark.
  6. Under "Add this website to the zone:" type https://www.worldvitalrecords.com (the box may already show http://www.worldvitalrecords.com but you need to make sure you put "https" not just "http."
  7. Click Allow.

  Once you have added the site, close completely out of your browser. Then go back in your browser and sign in at WorldVitalRecords.com. If you are still unable to log in, or if you have further questions or concerns, please contact us at 1-888-377-0588.

• Where can I find someone who can help me with my family history?

  To find a professional genealogist who can help you with your research, consult the Association of Professional Genealogists at http://www.apgen.org/.

  Various volunteer groups are also available to help with record lookups. One such group is Random Acts of Genealogical Kindness at http://www.raogk.org/. You can receive free help at your local Family History Center, located in meetinghouses for the Church of Jesus Christ of Latter-day Saints. Family History Centers are affiliated with the Family History Library in Salt Lake City, Utah. To find your local Family History Center see http://www.familysearch.org/eng/library/FHC/frameset_fhc.asp

• What does "See Neighbors" mean on the SSDI?

  When you click on the link "See Neighbors" on a Social Security Death Index entry, you will be taken to a list of people who died in the same zip code and the same year as the person you are researching. This feature provides this information only in cases where the deceased's locality is listed.

  

• Where is a list of all the databases on WVR?

  There are a few ways that you can view databases housed on WorldVitalRecords.

  By clicking on the "Places" link on the top blue toolbar you can search on databases by region.

  

  By clicking on "Record Types" on the blue toolbar you can search by our most popular data types including Birth, Marriage and Death Records; Census Records; Court, Land, and Probate Records; Directory Lists; Family Histories; Family Trees; Immigration Records; Military Records; Newspapers; and Reference Materials.

  

  From the "Record Types" page you can also click on links to search our databases by Database Title; Popular Collection; and Recently Added.

  

• Where is a list of recent databases?

  WorldVitalRecords adds new databases throughout each month, with records from the United States and the World. To see the most recent databases, go to the top blue toolbar and click on "Record Types."

  

  From there you will click on the link, "Recently Added Databases." This will show you a list of databases that were added in the last few weeks. All titles are clickable links that will lead you to the search engine for that database.

  

Subscription Payment and Billing

• How much is a subscription to WorldVitalRecords?

  Price varies depending on if you are purchasing our U.S. Collection or our World Collection. Please see our membership page, https://www.worldvitalrecords.com/select_membership.aspx, for details about subscribing.

  *Cost for membership for Utah residents also includes in-state sales tax.

• Can I pay my subscription by check or money order?

  Yes, first call our Customer Service Department at 1-888-377-0588 to start your subscription. Then mail your check or money order to us at:

  World Vital Records
  4778 N 300 W #230
  Provo, Utah 84604
  

  Your subscription will be activated once we receive your payment.

• How do I change my billing address?

  Click on the link "My Account" which is located on the top right hand side of the WorldVitalRecords website. In the "Your Address Book" box you can update your shipping and billing address.

  

  

• What is Auto Renewal?

  WorldVitalRecords subscriptions are continuous service memberships. Once you subscribe to the service, your membership will automatically renew and your billing choice will be charged based on the subscription type you have chosen and the then standard subscription rate.

  Billing charges will be processed within 24 hours of your initial order or renewal date. Any products included in your order that are not available for shipment within 24 hours of your order will be shipped separately with a separate billing, if applicable.

  Except in the case of monthly subscriptions, you will receive a renewal notice by phone and/or email at least 15 days prior to the subscription renewal. These notices will provide you with an opportunity to update account contact information and cancel your subscription prior to renewal, if desired. You recognize that WorldVitalRecords will use best efforts to notify you of renewal using the contact information provided in your account. As a subscriber, you are responsible to maintain your account information and keep your contact information current.

  Upon renewal, you will have 15 days subsequent to your subscription renewal date to cancel your subscription to receive a full refund.

• What can I do in My Account?

  The "My Account" link is found on the top right hand corner of WorldVitalRecords. My Account allows you to update your phone number, mailing and email addresses. You can also change your password and check on your subscription expiration date.

  

• Why does my credit card statement show a charge from FamilyLink?

  FamilyLink is the parent company of WorldVitalRecords. To learn more about FamilyLink and our other services such as the We're Related Facebook application, see our corporate website at http://corporate.familylink.com/index.htm.

WVR Databases

• Do you find vital record certificates for living people?

  We do not provide vital record information for living people. We recommend checking with your state department of health or department of health and human services for more information regarding obtaining records for yourself or your immediate, living family. You can find information about vital records and where they can be obtained through the website www.vitalrec.com.

• Is Geo-coding unique to the WorldVitalRecords website?

  Geo-coding is an emerging technology that is part of WorldVitalRecords strategy to apply Web 2.0 functionality to genealogy research. WorldVitalRecords is not the first to apply geo-coding to genealogy data, but it is the first to apply geo-coding functionality to every data set.

  Geo-coding is the process of identifying the latitude and longitude of a geographic location. This location is then displayed on a user-interactive map that allows for zooming and panning. These maps can show roads, county and/or country borders, and even satellite maps to identify the location. The primary purpose is to see the geographic location in relation to other surrounding geographic locations. An additional purpose is to follow migrations over time. Seeing surrounding communities can also help to identify neighbors and/or extended family members.

  One of the places we have used Geo-coding is in our Social Security Death Index.

• How do I view an image from a Newspaper or Book?

  If you have trouble viewing images of newspapers or books, please send an email to support@worldvitalrecords.com. Please include the URL of the page where you were experiencing difficulty with and the name, page number, etc. Also make sure that you have Java installed on your computer. You can install Java for free from www.java.com.

• How do I view an image from the Find My Past Collection?

  In order to view the UK Census records from Find My Past, you must first download LizardTech/DJVu Plugin. This is a free download.

  You will know if you need this free download, if when you click to view a UK Census record the image is not displayed. A link will appear with the message "Click here if you don't see the image" and it will redirect you to a website to download the plugin.

  To download the DjVu plugin, please click on the link below:

  http://www.celartem.com/en/download/djvu.asp#

  Once you click on the link above, you will be brought to website called Caminova. You will begin your download in the "Download" section of this website.

  

  To begin, you will need to select the correct Operating System. Most members use a type of Windows computer such as Windows 2003, 2008, XP, Vista etc... Please select the correct Operating System from the drop down box listed underneath "Product Versions" (see images below).

  

  

  Once you have selected your Operating System, you will need to select your language. Please select the language you would like to use.

  After you have selected your language, you will need to click "Download" (see image below).

  

  After clicking download, a small box will appear with the option to "Save File". Please click on this option. In some cases the box will say "Run" instead of "Save File", if this is the case, please click "Run".

  

  Your download will appear in a box. Right click on DJVU download listed and select open

  

  

  A new box will appear titled "InstallShield Wizard". Please click on the "Next" button (see image below).

  

  You will be brought to the next page with the License Agreement showing. Please click "yes". There is no fee for this agreement (see image blow)

  

  Click "Next" (see image below).

  

  Click "Next" again (see image below).

  

  You will be brought to a page that will show you the "Setup Status". It will need to download to 100%. This will happen automatically (see image blow)

  

  Once this bar has reached 100% it will show you the following box. Please click "Finish" (see image blow)

  

  You are now finished downloading your Djvu plug-in. Please close your browser to allow the download to take effect. You may now view the images available on WorldVitalRecords.com

Feedback

• How do I get a hold of customer service?

  Customer service is available from Monday through Friday 8:00am to 5:00pm (MST). We are also available by email at support@worldvitalrecords.com.

• What is your address?

  World Vital Records
  4778 N 300 W #230
  Provo, Utah 84604
  

• How do I leave feedback and comments for WorldVitalRecords?

  You may provide comments in our Feedback section located to the right of the WorldVitalRecords website in a blue tab labeled "Feedback."

  

  You can also contact customer service by phone 1-888-377-0588 or by email at support@worldvitalrecords.com.