I haven't been on this site in years but had done a lot of work that I didn't back up. I either logged in or created an account with the same email address a few months back. I don't remember, I just got frustrated because everything was gone, and I assumed I must have been on the wrong site. I was not. I can view profiles I last viewed in 2018-2019 with a slash through my name under recently viewed, saying this profile is unavailable. Is there a way to restore my account, and why did this happen?
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Geni Support Team Hi, I was able to locate an old account with the same email address as your current account, but under a different name. Our records show you closed the account in 2019 and the tree was deleted. The reason given was "uninterested." It appears to have been a small tree with only a handful of profiles.
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Heidi Tessler I have been a Geni Pro for many years. Today I was asked to change my password. Then it asked me to become a member. So I’m guessing that I will be paying for a new membership disconnected from my existing tree. This is what happened to me with MyHeritage. I called to MyHeritage and they recognized I had a decades old giant tree. I am now a Loyalty Member of MyHeritage . It includes Geni. So how do I reconcile this problem with Geni so I get my pro privileges back.
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Geni Support Team Hi Heidi, did you click on the link provided in the password reset email? It should not have asked you to create a new account. It's possible the link expired (for your account security, the password reset link will expire after 30 minutes). If you need a new password reset link, you can request one here: https://www.geni.com/login/reset_password
Please note that I see that you did log in to your Geni account yesterday. Our records show your Geni Pro subscription expired in June 2025 and you canceled auto-renewal. Therefore, once your subscription expired, your account reverted to back to a free basic account. You still have access to your entire family tree.
If you have further questions about logging into your account or your subscription, please email us directly at subscriptions@geni.com and our customer service team will be happy to assist you further.
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