If you are having issues, we are usually online for support M-F from 9am-1pm MST. We are quick to answer anything for BG+ members. For our free members, we are also here, but the response time can take a few days.
For transcriptions, the rule of thumb has always been to transcribe what is on the stone. Personally though, I would write nicknames in the epitaph box. Why? because it makes searching easier for people when the proper name is used not the nickname.
Also for help we have a "get help" section that nearly covers every topic associated on our website. This can be found here: https://support.billiongraves.com/support/home If there is something missing, feel free to let us know and we will be happy to write up an article explaining in detail how to do anything associated with the website. :)
We do have a new feature on both the free and paid website. This is new just as of today. This is a bot named Betty. You can find her on the BillionGraves helpdesk. If you type in a question, she can usually find the answers. We are trying to teach her how to find the answers to questions from our customers. We would like people to start asking her questions so she can learn. You can find her by clicking on the blue leaf on the right side of the helpdesk screen.
I happened to see it the other day, but I didn't try it yet. That's a great idea!