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i was Geni Pro, but now I'm look as a Geni Basic

Nicolas Cabral

August 04, 2025 14:58

Answered

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Hi there,

Last week I was Geni Pro, and i think from a long time ago. Today, attempting to look for something, I saw that I was degraded to basis. Can you please let me know what was the reason?

Many thanks in advance,

Nicolás Cabral Acuña

5 comments

• 0
  
  Geni Support Team August 05, 2025 23:30

  Hi Nicolás. It sounds like you may have accidentally logged into a duplicate account. The account you used to send this message does not have a tree connected to it. Please log out of that account and log into your Pro account, which will be under a different email address.

  If you no longer remember your log in details for your account with Geni Pro, please email us at subscriptions@geni.com and our customer service team will be able to further assist you.

• 0
  
  Jane Matteson August 13, 2025 01:17

  I signed up for Geni pro but can't access it.

• 0
  
  Geni Support Team August 13, 2025 13:39

  Hi Jane, I see that your account does have a Geni Pro subscription. When you log in to your account, it will say Geni Pro below your name at the top right corner. 

• 0
  
  Jane Matteson August 13, 2025 23:34

  Yes, I have a Geni Pro subscription. So why when I click on additional records is that additional information still blacked out and I then get invited to subscribe to Geni Pro?

• 0
  
  Geni Support Team August 14, 2025 13:55

  Please note that Tree Matches are included with the Geni Pro subscription, but not Record Matches and Smart Matches. Record Matches and Smart Matches are provided in partnership with MyHeritage and require a separate MyHeritage data subscription to access.

  See our FAQ: https://help.geni.com/hc/en-us/articles/229707407-Why-aren-t-Record-Matches-Smart-Matches-included-in-my-Pro-subscription