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[efgen]

Kevin,

You disabled Speculative matches, that's why some FF matches disappeared. Go back to your Match & Email Settings page and select "Yes" for Speculative

Elise

[efgen]

Folks,

We are aware of the issue and we're working to get it resolved.

The issue started getting reported in the very early morning hours in the U.S., before any of us were awake. Once we awoke, we certainly saw the many emails, forum/facebook posts and private messages...

[efgen]

This is not correct. A man has one X chromosome, inherited from his mother, and it gets passed down in-tact to all of his daughters.

A man's X chromosome may be a mixture of his mother's two X chromosomes, which the mother inherited from both parents. However, it's also possible that...

[efgen]

Steps and Genetic (not generic) Distance are the same thing.

In general, GD/Steps shouldn't change.

However, I can think of a few things that might cause a change:

1) The match's results had an error that was corrected. A change in the match's results would...

[efgen]

Unfortunately, Customer Support received an overwhelming amount of email during the holiday sale in December, so I think they're still very backlogged. You'll get a response once they reach your email in the queue, but it definitely may take several weeks, as you are experiencing.

E...

[efgen]

Under Project Administration, choose Public Website. Then you'll see tabs for Background, Goals, News and Results -- each of those has a text box that you can just type into.

Elise

[efgen]

Forums are working fine for me, and I'm also using FireFox on Windows 8.1

I'm not sure offhand what might cause the issue you're describing, especially on 3 different browsers.

My first suggestion is to try a force-refresh (Ctrl-F5) to reload the page from the server....

[efgen]

To clarify, you ordered the Y-DNA33 to Y-DNA25 transfer/upgrade? In other words, you transferred your Ancestry.com values and upgraded to FTDNA's standard 25-marker test, correct?

The transfer data needs to be entered into FTDNA as-is, and the system should automatically convert it....

[efgen]

Big Y is not on the Products page on the public website because it can't be ordered as a new kit -- it can only be ordered as an upgrade in myFTDNA by customers who have already done standard Y-DNA testing.

Elise

[efgen]

Yes, you can transfer them into a new account for yourself. Please see:

http://www.familytreedna.com/AutosomalTransfer

Elise...

[efgen]

Please ignore the letter about the Y-DNA transfer and documentation -- that was definitely sent in error since you ordered an mtDNA test.

The only items that you need to send back for your mtDNA test are the completed swabs and the green release form. If your kit did not include the green...

[efgen]

I don't know how long ago you reported the original issue, but perhaps your email got caught up in the holiday sale backlog? Customer Support is doing their best to catch up on the backlog, but they're really swamped.

In any case, I just noticed today that Janine, our Groups Liaison,...

[efgen]

1 & 2: Yes.

When you order, you'll be able to provide separate billing and shipping info. For the shipping info, enter your uncle's name or initials in the Name field, then enter "c/o Your Name" (with your actual name) on the first Address line, followed by your address....

[efgen]

There was a delay in shipping kits ordered over the long Thanksgiving weekend. However, to my knowledge, the shipping department caught up on that backlog. So kits ordered weeks ago certainly should have been shipped by now.

The only option to get a definitive confirmation that the...

[efgen]

Sounds like the page didn't load properly for you. Can you just try to re-load the page? You may need to force-refresh (Ctrl-F5 or Cmd-F5).

That said, you don't need to contact Customer Support to upgrade. Just log into your account and then click the blue Upgrade button at the top...