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If you're experiencing a problem with Legacy first Click Here to check for the solution online. Checking online in many cases will get you the answer you need right away. We will try to answer your request for assistance within 48 hours.

If what you want to tell us is really more of a suggestion or a request for enhancement, please use our Suggestion Form instead.

Support Ticket Form

When you submit your support ticket, it will be entered into our database for tracking purposes. Periodically updated versions of Legacy will be posted in our download section.

Please be as specific as possible when describing the problem.

  1. What version of the software are you using?

    Full Version Number: (Legacy Family Tree: Click on Help > About > General Information. Legacy Charting: Click on )
    Build Date: (Click on Help > About > General Information to see your current Build Date)
  2. What is your Customer ID (Deluxe version users only)? (Click on File > File Properties to see your Customer ID)

  3. What operating system are you using?

  4. Please enter a brief one-line description of the problem:

    (example: "Double-clicking a name won't select it.")

  5. If the problem is reproducible, please list the steps required to cause it,
    leaving a blank line between steps:

    (example: "1. Create a new file. 2. Insert some text .")

    If the problem is not reproducible (only happened once, or occasionally for no apparent reason), please describe the circumstances in which it occurred and the symptoms observed:

    (note: it is much harder for us to fix non-reproducible bugs)

  6. If the problem causes any error messages to appear, please write down the exact text displayed and enter it here:

  7. Please provide us with the following information in case we need to contact you:

NOTE: We have had problems receiving some submissions. For example all submissions from email addresses have been a problem. If you don't get an email with a ticket number in the next few minutes then please send an email directly to and please try to include the same information as requested above.


We may need to contact you for more information, such as if we have trouble reproducing the problem you describe.

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