Schedule an Appointment - General Support • FamilySearch Support Operations

Make an Appointment

The FamilySearch Support Contact Us page for each area is accessible by internet browser using the following URL:
https://www.familysearch.org/en/fieldops/familysearch-support-contact-us

Select the appropriate region to access help support in your area. After you have navigated to the correct URL, be sure you log in to your account using the correct username and password. Complete the following steps to make an appointment:

Step 1: Locate, and have available, your FamilySearch username and helper number.

Step 2: From the correct Contact Us page for your region, select the option to schedule an appointment associated with the correct language.

Step 3: Be prepared to provide information about your issue, including the following:

Your name*
Your email*
Your mobile phone
Details for your existing issue*
What is your FamilySearch username and helper number?

Step 4: In order to better assist you and provide the best available information related to your issue, we encourage you to provide as much information as possible about the issue prior to your appointment. You can share all necessary information in the details for your existing issue section of the booking appointment.

Step 5: Select the appropriate meeting type for your appointment by clicking the round blue button with a white arrow. Options may include:

Family Tree
Accounts
Historical Records
Indexing
Temple Ordinances
FamilySearch Centers (FSCs)

Step 6: Submit the appointment request by clicking the Done button.

Step 7: You will receive a booking confirmation via email with your appointment details. The email will contain the booking ID, the date and time of the booking, and the link to join the meeting.

Join Your Appointment

Join by Smart Phone

If you are connecting to your appointment using a smart phone, you may be prompted to download and install the Google Meet app. When connecting to your virtual appointment from an iOS or Android device, please refer to the booking confirmation email and click the link to join the meeting.

Join by Computer

When connecting to your virtual appointment from a PC, Mac, or Linux device, please refer to the booking confirmation email and click the link to join the meeting.

Join the Meeting

Step 1: Google Meet is where you attend your appointment. When it is time, join the meeting using your preferred device.

Note: If prompted, you may need to enter your meeting number found in your booking confirmation email in xxx-xxxx-xxx (10-digit) format.

Step 2: After you have clicked the email link to join the appointment, you will be asked to enter your name in the What’s your name? field. Please enter your name so that the FamilySearch help representative knows who has joined the appointment.

Step 3: Once you have entered your name, click the Ask to join button.

Step 4: Google Meet provides a companion mode option. You may see the option for Ask to use Companion mode. Please do not select this option. If you select this option, your microphone and appointment audio will be disabled. You will not be able to hear the representative and the representative will not be able to hear you.

Join by Telephone

If available in your region, you may be able to join by telephone. The telephone number and PIN for the meeting is included in your booking confirmation email.

Occasionally, a FamilySearch help representative may request to view your screen in an online meeting. In some cases, viewing your screen allows the representative to better troubleshoot the issue when seeing what you see.

Step 1: In the bottom right corner of the video screen, tap the 3 vertical dots.

Step 2: From the pop-up menu, select Share screen.

Step 3: In the next pop-up window, select one of the following:

iOS Devices – select the Start Broadcast for iPhone option.
Android Devices – select the Start Sharing for Android option.

Step 4: Your screen should now be visible to all other meeting participants, and you may now share your issue or problem during the meeting.

Step 5: To stop sharing, tap the Stop Sharing option on the video call screen and click OK to turn off sharing.

Step 1: At the bottom of your self-view window, click the 3 dots.

Step 2: Tap the present now icon in the meeting. Three options will appear when you click present now:

Your entire screen – a new tab opens with one screen containing everything displayed on your computer. Click on the screen first, then click the Share button.
Note: Sharing your entire screen allows you to navigate between different windows and tabs without having to re-share your screen.
A window – a new tab opens with different options based on other items you have open on your computer. After selecting the window you want to share, click the Share button.
Note: Sharing a single window only allows you to share that specific window. In order to share something other than that window, you will have to stop sharing and re-share.
A tab – displays all of the tabs currently active in your browser. Select the option to share a tab and click the Share button.
Note: In order to share anything other than the tab you have selected, you will need to stop sharing and re-share.

Note: Google Meet notifies users that the entire group of participants can view the screen as you navigate across windows.

Step 3: To stop sharing your screen, at the top of the screen click Stop sharing.

Cancel Your Appointment

If you need to cancel your appointment, you may do so through your booking confirmation email.

Step 1: Click the Cancel/Reschedule link.

Step 2: Click the Cancel tab.

Step 3: Enter a reason for canceling your booking.

Step 4: Click the Cancel the booking button.

Schedule an Appointment - General Support