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I can't log in - what do I do?

Updated
I can't log in - what do I do? banner

What you'll learn: How signing in works, and what to check when it isn't working.

MyFamilyStory has no passwords. There are four ways to sign in:

  • Continue with Apple
  • Continue with Google
  • Your email address: we email you a sign-in link and code
  • Your mobile number: we text you a 6-digit code

Signing in with your email address

  1. On the sign-in page, type your email address and click Continue.
  2. You'll see Check your email. We've sent a message from noreply@mail.myfamilystory.com.
  3. Click the link in that email and you're in. You can open it on any device, not just the one you started on.

Prefer to type a code? The email also has a 6-digit code. On the Check your email screen, click I have a code instead and enter it.

Good to know: The link works for 2 hours and the code for 10 minutes. Each one works only once. If you see "your link has expired," the link may already have been used. Just ask for a new one.

Email didn't arrive?

  • Check your junk, spam, and promotions folders.
  • Click Send it again. The button rests for 30 seconds between sends.
  • Typed the wrong address? Click Use a different address.

Signing in with your phone number

  1. On the sign-in page, click Prefer a text message? Use your phone number instead.
  2. Choose your country, enter your mobile number, and click Continue.
  3. Type the 6-digit code we text you. It works for 10 minutes.

Didn't get the text? It can take a minute. After 60 seconds, you can click Send it again. If we can't send texts to your country yet, the page will tell you, and you can sign in with email, Google, or Apple instead.

Signing in with Apple or Google

Click Continue with Apple or Continue with Google and choose your account. On an iPhone, iPad, or Mac, Apple sign-in can use Face ID or Touch ID.

Signing in with Apple for the first time? Apple asks whether to Share My Email or Hide My Email.

  • Share My Email gives us your real address, so you can also sign in later with that email.
  • Hide My Email gives us a private Apple relay address instead. Emails still reach you, but your MyFamilyStory account is tied to that hidden address. Signing in with your real email address would create a separate, empty account.

If you already have an account under your real email, choose Share My Email, or sign in with your email address instead.

"Keep me signed in on this device"

This box is on the first sign-in screen. Leave it checked on your own device. Uncheck it on a shared or public computer.

Messages you might see

Message What to do
That code did not work. It may have expired or already been used. Ask for a new code and use it within 10 minutes.
Too many tries. Wait fifteen minutes, then ask for a new code. Wait 15 minutes, then request a fresh code.
Too many sign-in emails just now… The message tells you how many minutes to wait.
That email domain cannot receive mail. Check the address for typos, or use Google or Apple.
That Google account is already connected to a different MyFamilyStory account. Sign in the way you signed up, or contact us.

Things to try

  1. Use the same method you signed up with. Signing in a different way may create a separate, empty account.
  2. Open a private/incognito window, or clear your browser cookies and try again.
  3. Turn off any VPN or browser extension that blocks third-party cookies. These can interrupt Apple and Google sign-in.
  4. Try a different browser.
Heads up: If you use a work Google account, your organization's IT policy may block third-party sign-in. Try your personal account instead.

Still stuck?

Lost access to your email? On the Check your email screen, click Write to us, or email support@myfamilystory.com. A person will sort it out with you.

You can also submit a support request. Include the email address or phone number on your account.