Hi there! I see that your MyHeritage app photos are not downloading—let’s get that sorted out together. To make sure I guide you properly, could you tell me a bit more about what happens when you try to download the photos? For example:

- Are you getting any error messages?
- Are the photos partially downloading or not downloading at all?
- Have you tried this on your Windows 10 device’s app or web browser version?
- Are you logged into your account, and is your subscription active?

This info will help me tailor the best fix for you.

Meanwhile, here are some initial steps you can try to download photos in the MyHeritage app:

1. Open the photo you want to download.
2. Tap the three dots icon (usually at the top right corner of the screen).
3. From the menu, select "Download" or "Save to device."
4. If you want to download multiple photos, hover (or tap and hold) over each photo to select them, then use the download option.

If this doesn't work:

- Check if the app has permission to save files to your device storage (Windows can restrict apps sometimes).
- Ensure your internet connection is stable since downloads require that.
- Try restarting the app and your device.
- Verify you have enough storage space on your device.

If the photos still won’t download after these steps, there may be a syncing issue between your family site and app, or an account permission limitation.

Would you be able to confirm these details or steps, so I can guide you further?

Why aren't my photos showing in the report

Hi! Thanks for reaching out about your photos not showing up in the report on the MyHeritage app. I want to help get this fixed for you.

Just to clarify a bit: when you say “report,” are you referring to a specific type of report generated by the app—like a family tree report, a surname report, or something else? Also, are the photos already uploaded and visible in your family tree or photo gallery on the app or website, but just not appearing in the report?

Here are some common reasons why photos might not show in reports and how you can address them:

1. Syncing Issues:
Sometimes, photos added on the family site or MyHeritage website don’t sync properly to the app or the report section. If you use multiple family trees on your site, photos may not sync across all trees. Try signing out of the app and back in to force a resync.

2. Photos Not Assigned to Profiles:
Make sure the photos are attached directly to individual profiles in your tree, as reports pull images linked to those profiles.

3. Report Limitations:
Certain report types or exports may exclude photos or only include specific photo types. Check whether the report format supports displaying photos.

4. App Version or Cache Glitch:
Ensure your app is updated to the latest version, then clear the app cache or reinstall it. Sometimes display issues can be resolved this way.

5. Family Tree Builder Sync Settings:
If you use Family Tree Builder on Windows, note it doesn’t sync project photos if you have more than one tree on the family site. You may need to restore photos manually to the app or site from Family Tree Builder4.

To move forward, try these steps:
- Double-check that photos are linked to profiles relevant to the report.
- Log out and back into the app to refresh your data.
- Update or reinstall the app to clear any glitches.
- If you use Family Tree Builder, review sync settings and restore photos if needed.

If the issue continues, can you tell me:
- What kind of report you are generating?
- Whether photos show correctly elsewhere (like in the app’s photo gallery or family site)?
- If you have multiple family trees?

This will help me give you more exact guidance. Looking forward to your reply!

MyHeritage app photo visibility settings

Hi! Let’s look at the photo privacy settings on the MyHeritage app so you can control who sees your photos and how they appear.

Here’s how you can manage photo privacy in the MyHeritage environment:

1. Access Privacy Settings:
- On the MyHeritage website or app, go to your account menu (usually your profile name or icon at the top right).
- Select “My privacy” from the dropdown menu. This opens your privacy control panel.

2. Manage Content Visibility:
- On the left side of the My Privacy page, click “Content” under your family site name.
- Here, you can control settings related to photos, such as whether your photos participate in Photo Discoveries™, Smart Matches™, or Instant Discoveries™.

3. Control Photo Discoveries and Sharing:
- You can disable Photo Discoveries™ entirely to prevent your photos from being matched or suggested to others by unchecking options like “Enable Smart Matching™ on MyHeritage” and saving your settings.
- This allows you to keep your photos private and not shared beyond your site members.

4. Making Photo Albums Private:
- On your family site online, under Content, you can also set specific photo albums to private by unchecking their visibility. This helps restrict access to certain images.

5. Permissions for Family Tree Members:
- You can set permissions for who can view or edit details in your family tree, which indirectly impacts photo visibility, by adjusting member permissions on your family site.

Keep in mind these privacy settings affect how photos are visible to other MyHeritage users who might be members or guests on your family site, helping you tailor your sharing preferences securely1 4 9.

If you want, I can guide you step-by-step through adjusting these settings on your Windows 10 device, just let me know! Are you looking to keep certain photos completely private, or adjust sharing broadly?

Photos not downloading to app

Hi again! Since you’re still having trouble downloading photos to the MyHeritage app on your Windows 10 device, let’s try a more focused approach to fix this.

Here’s a step-by-step guide that can help:

1. Check How You’re Downloading Photos
On MyHeritage’s website, to download photos, you typically move your mouse over the images and use the "V" icon at the top-right corner of each photo to select and download them. However, in the app, the process is a bit different:
- Open the photo you want to download in the app.
- Look for a menu icon (usually three dots or a share/download icon).
- Tap “Download” or “Save to device.”
If you don’t see this option, the app might need updating or there may be permission restrictions on your Windows device.

2. Verify App Permissions in Windows 10
Since your device is Windows 10, make sure the MyHeritage app has permission to save files:
- Go to Settings > Privacy > File system.
- Ensure that access to the file system is enabled for apps, and check that MyHeritage specifically isn't blocked.
This allows the app to write photos to your storage.

3. Ensure You Have a Stable Internet Connection
A weak or unstable internet connection can prevent downloads from completing. Try switching to a different network or restarting your router.

4. Check Available Storage Space
Photos can be large files. Confirm on your device that you have enough free disk space to download the photos.

5. Update or Reinstall the App
Sometimes app glitches prevent downloads. Make sure you have the latest version of the MyHeritage app installed. If it is already updated, try uninstalling and then reinstalling it.

6. Log Out and Log Back In
To refresh your account data and syncing, sign out of the app, then log in again.

7. Try Downloading via Web Browser as a Workaround
If the app continues to block downloads, use a web browser (like Chrome or Edge) on your Windows 10 machine:
- Log in to your MyHeritage account online.
- Navigate to your photos.
- Use the mouse-over "V" icon to select and download photos individually or in batches1.

If after going through these steps your photos still won't download directly through the app, please let me know which step you were on and what happened. We can then explore more advanced troubleshooting or consider contacting MyHeritage support at [email protected] for further help.

Are you satisfied with this solution, or would you like me to help you step-by-step through any of these?