TreeVault Account Info and FAQs

If you have questions about your TreeVault account and how to make changes to it, you've come to the right place.

TOPICS

Creating your TreeVault Account

Resetting your Password

Managing your TreeVault Subscription

Frequently Asked Questions (FAQs)

CREATING YOUR TREEVAULT ACCOUNT

To get started with TreeVault Cloud Services, you just need to create a TreeVault account and then activate the services in Family Tree Maker.

1. There are two ways to go about creating a TreeVault account. The first is to click the Get Account button on step 2 of the Family Tree Maker registration wizard, which appears when you open the application for the first time after installation. If you don't do it then, you can set up an account at any time by choosing Connect to TreeVault Cloud Services from the application menu and clicking the "Create Account" link in the dialog that appears. In both cases the Create Your TreeVault Account webpage will open in your default web browser. As an alternative, you can click here to go there directly.
    
2. Enter your information in the fields. All fields are required. Important: Make sure the email address you enter is the same one you used to obtain your TreeVault subscription (when purchasing FTM 2019, for example). You can always change the email address later in TreeVault Account Manager.
    
3. Click Create.
    
4. In FTM 2019, click the TreeVault icon on the main toolbar or in the TreeVault Cloud Services panel on the Current Tree tab on the Plan workspace, and then click Log In.
    
5. In the TreeVault Login window, enter the email address and password that you provided in step 1, and then click Log In.
    
6. After completing these steps, your TreeVault account will be active and you will be logged in and ready to create your Antenna tree.

RESETTING YOUR PASSWORD

If you've forgotten your TreeVault password, no need to worry - there are easy-to-follow steps built right into FTM 2019.

1. In FTM 2019, click the TreeVault icon on the main toolbar or in the TreeVault Cloud Services panel on the Current Tree tab on the Plan workspace, and then click Log In.
    
2. In the TreeVault Login window, click on the Forgot password? link to the right of the password entry field.
    
3. Now enter your TreeVault account email into the entry field then click Send Reset Email.
    
4. Check your email inbox for an email with the subject TreeVault Cloud Services Recovery Link, then click the custom link in the email.
    
5. A Change Password web page will open in your browser where you should enter your TreeVault account email then enter your new password (twice to confirm).  Click Save password, and you're all set.  You can now go back to the TreeVault Login in FTM 2019 and log in using your TreeVault account email and newly changed password.

MANAGING YOUR TREEVAULT SUBSCRIPTION

There are two ways to access your TreeVault subscription information, where you can also upgrade, cancel, or change your payment method.

The quickest and easiest way to manage your TreeVault subscription is within FTM 2019 itself.  Simply click the TreeVault icon near the upper left corner, select Manage TreeVault Account... from the menu, then click the Subscription tab.

If for some reason you're unable to access your TreeVault subscription through FTM 2019, you can instead do so in a web browser following these steps:

1. To access your TreeVault subscription in a web browser instead of in FTM 2019, first start by clicking here to go to FastSpring Account Management.
    
2. You will see a field where you should enter the Email associated with your TreeVault account.  Type in your email address, then click Continue.
    
3. This will send you an email with instructions to the account you entered into the field.  Please check your email to find those instructions.
    
4. The email you receive contains a unique login link - click where it says Click here to manage your orders (in the email you received, NOT in this article).
    
5. Clicking that log link will open your account in FastSpring.  Once there, click on the Subscriptions tab.
    
6. Now you can see your current active subscription.  If you click the Manage button on the right, you will see the options to Update payment method and Cancel Subscription (see example below).

FREQUENTLY ASKED QUESTIONS (FAQS)

Q: When does my TreeVault subscription begin?

A: Your TreeVault subscription begins right when you make your purchase; you can get started with TreeVault cloud services right away!

Q: I never activated my free trial. Can I still do that now?

A: Free TreeVault subscription time begins automatically at the time of your purchase.  If you have not already, create your TreeVault Account using the email address you used when you purchased FTM 2019 (click here to sign up), then log in to TreeVault in FTM 2019.  Go to the TreeVault icon > Manage TreeVault Account...  > Subscription in FTM 2019 to see any remaining subscription time and upgrade options.

Q: How do I know when my subscription is ending?

A: Everything you need to know can be found on the account management page.  Within FTM 2019 itself, click the TreeVault icon near the upper left corner, select Manage TreeVault Account... from the menu, then click the Subscription tab.  You can refer to the "MANAGING YOUR TREEVAULT SUBSCRIPTION" section above for more detail.

Q: Is it difficult to cancel my subscription?

A: Not at all!  It's very easy to upgrade, cancel, or change your payment method on the account management page.  Please refer to the "MANAGING YOUR TREEVAULT SUBSCRIPTION" section above for more detail.  You're also welcome to come to live chat for assistance - click here to get started.

Q: My free trial expired. How do I get my subscription back again?

A: You can find the current offers for subscription plans easily right within FTM 2019.  Go to the TreeVault icon > Manage TreeVault Account...  > Subscription.  (Another option is to click here to view offers in your browser).

Q: I still have six months left on my free trial which is a base plan (tree data only). Can I upgrade that to a Media Plus plan and if so how?

A: Absolutely!  Start by going to the TreeVault icon > Manage TreeVault Account...  > Subscription to view and select from the upgrade options.  (Another option is to click here to view offers in your browser).

Q: If I buy a Base annual plan (without media), but decide 4 months later that I want to upgrade to a plan with media (Media Plus), how can I do it and what will the pricing be?

A: At the moment you need to use a simple workaround. You can upgrade your TreeVault subscription only within FTM 2019 itself.  Simply click the TreeVault icon near the upper left corner, select Manage TreeVault Account... from the menu, then click the Subscription tab. Once there, you should go through the steps you would take to buy a new Media Plus subscription (as though you had no subscription at all) but instead of paying full price a discounted cost will be calculated for you for the remaining 8 months that takes what you already paid for your remaining Base Plan time into account.

Q: After I've upgraded from a base plan to a Media Plus subscription, how can I make sure my media uploads for my existing Antenna tree?

A: In FTM 2019, click to open the TreeVault menu, then select the Include Media option.  From there follow the prompts on-screen to add media to your existing Antenna tree.

Q: Will TreeVault back up all of my media collection that is linked to the FTM Source tree or just the media stored inside my "treename" folder?

A: TreeVault backs up every single item in the media collection linked to your FTM Source tree (whether they are stored inside your "treename" folder or linked to your tree from any other place). It even backs up items that do not sync with Ancestry, such as voice recordings and video clips.

Q: I have two trees to back up but it appears I can only have my one main tree on my TreeVault Subscription. Can I add a second tree somehow, or do I need a second subscription and if so how do I do that?

A: You will need a second TreeVault account with a different email address and a separate subscription. We can set up a second TreeVault account if you make the request through live chat - click here to get started.

Q: What happens to my antenna tree if I'm no longer subscribed to TreeVault?

A: Just in case you change your mind and decide to resubscribe, not to worry, we save your antenna tree and keep it safe for you.  However, your antenna tree will remain unchanged from the date your subscription ends, and you will not be able to do an Emergency Restore.  If you do not want us to retain the antenna tree for you, simply go to the TreeVault menu in FTM 2019, click Manage TreeVault Account, then click Delete Antenna Tree in the TreeVault Account Manager.