Help and common questions

Try these in order:

1. Check you are online, and that you chose the right Google account.
2. Allow pop-ups and cookies for the Asal Ku site, and turn off any extension that blocks Google sign-in for it.
3. Close the tab and open Asal Ku again, or try a private (incognito) window.
4. Clear the site's saved data in your browser settings (Local storage) and sign in again.

More than one fingerprint or face sign-in is saved on your device. Open Profile and settings → Fingerprint or face sign-in and remove the extra ones.

They are not. Sign in with the same Google account as before. A different account is a different, empty account.

It is only for owners and managers. If the tree was shared with you as view only, ask the owner for a "Share to a Manager" link (lesson 9).

Press Undo straight away. It works until you press Done. After that, add the person again.

Edit the tree and delete the extra copy (check its children and spouse first), then use Link an existing … so that the remaining person is connected to everyone. If they are in different trees, use Connections instead (lesson 10).

One of the dates cannot be right, for example a child born before a parent. The message names the people and dates. Correct the date and try again (lesson 7).

A person can have at most two parents. When there are two, the add-parent button is hidden.

Check the spelling, or type only the first few letters. The search forgives spelling but only looks in trees you can open. Make sure the tree is on your list (Mine or Shared).

Open the tree again, or pull the page down to refresh. Changes by other people normally appear by themselves, with a yellow updated badge on the card. If you are offline, you only see what was saved on the device.

Click the person to open the information card, then click the Gallery button inside it. While editing, use the light-blue gallery button on the left of the person.

There are three common causes: the file is too big (pictures 25 MB, audio and video 50 MB), it is a type Asal Ku does not accept (use JPEG, PNG, MP3, MP4 and the like), or the tree owner's 1 GB is full (see Profile and settings → Storage).

Your browser must be allowed to use it: tap the lock or settings icon beside the address, allow Microphone, and try again. Voice typing works best in Chrome and Edge. Check the language button next to the microphone matches the language you speak.

The tree shows a small copy to stay fast. Tap the portrait in the person's information card to see the original at full size.

They must be signed in with Google. The tree then appears on their Shared tab, not on Mine. Make sure they used the whole link, with nothing cut off.

A link gives access to anyone who has it. Ask the person to remove it with the Leave button, and be careful where you post links. If the tree is sensitive, remember that a link cannot be taken back from someone who already opened it.

The other tree's owner or manager must accept it. Your request waits under Connection requests on the Forests page. Contact them and ask them to look there.

Asal Ku only lets you connect people that could really be the same person: not two people of the same tree, and with birth years within about a year of each other.

By design. A connected family shows only a few people near the connection, and only what was ticked as shared. The owner can change this at any time (lesson 10).

Birthdays need a full birth date (year, month and day), and the person must not have a death date. Add the full date in the person's details (lesson 6). Also check the filters at the top of the Calendar page.