I had paid my premium charge but website did not accept that I was a member, my tree was still there but I could not add anything. I tried to contact them by phone but the automated message kept asking me to press the pound key. I do not have a pound key but pressing everything I got through. They knew this was a problem they 'call it something different in every country' It is the hash key ! After that they were very helpful and resolved the problem, staying on the line until I checked it.