MyHeritage Questions & Answers

Here’s what consumers have asked with answers from MyHeritage staff and previous consumers.

193 questions answered

10% answered in 1 day

Question:

Where is email concerning pricing and where to mail a check? i received an email for a review but need the email for 5 year membership. what gives?

Answer:

Hi Margie, You can find more information about pricing in our help section found here: http://helpcenter.myheritage.com/Account-Settings/About-MyHeritage/634030922501489583/Is-MyHeritage-free.htm You may also type in "contact us" in the help section to contact a representative about purchasing a 5 year membership.

By MyHeritage S., MyHeritage Representative over a year old

Question:

Any added costs after the kit is sent back? Any added costs after the kit is sent back?

Answer:

Hi Linda, Thanks for your questions and sorry for the delay in response. When a kit is being sent back you will be in need of paying for postage for sending the vials to Texas. Please let me know if you need any more assistance by writing to me at rafael.vipsupport@myheritage.com. Happy to help

By MyHeritage S., MyHeritage Representative over a year old

Question:

When you upload your dna from another site to you have to pay to view your dna on heritage? When you upload your dna from another site to you have to pay to view your dna on heritage?

Answer:

Hi Maria, Thanks for your question. No, you do not have to pay and this service is free. If you have tested your DNA with other autosomal DNA test providers than MyHeritage DNA (FTDNA, AncestryDNA and 23andMe), you can easily upload the DNA raw data file to MyHeritage.com to get a comprehensive Ethnicity Estimate and DNA Matches. For more information, please see this this popular FAQ: https://www.myheritage.com/help-center#/path/DNA/Upload-DNA-data/951693061/How-can-I-upload-a-DNA-file-to-MyHeritage.htm Please feel free to contact me as well if you need any assistance from your registered e-mail address at rafael.vipsupport@myheritage.com. Kind Regards Rafael

By MyHeritage S., MyHeritage Representative over a year old

Question:

Is their a refund if not satisfied when begin initial search? Is their a refund if not satisfied when begin initial search?

Answer:

Hi Karen, Yes, or terms and conditions offer a 30 day money back guarantee. Please e-mail from your registered e-mail address to rafael.vipsupport@myheritage.com and I will be happy to assist you with this. Kind regards Rafael

By MyHeritage S., MyHeritage Representative over a year old

Question:

I just paid 119 plus taxes apparently today, july 29, 2017. when i click on matches it tells me to upgrade my subscription for another (?) 119???? I just paid 119 plus taxes apparently today, july 29, 2017. when i click on matches it tells me to upgrade my subscription for another (?) 119????

Answer:

Dear Catherine, Thank you for your question. Would you be so kind as to provide me with your registered MyHeritage email address? I will then be able to locate your account and provide you with an explanation. Kind Regards, Dean, MyHeritage team.

By MyHeritage S., MyHeritage Representative over a year old

Question:

Where is my sample??? i have sent hundreds of messages and tried hundreds of times to call and no one is getting back to me!!

Answer:

Dear Michelle,, Thank you for your question. Would you be so kind as to provide me with your registered MyHeritage email address? I will then be able to locate your account and provide you with an explanation. Kind Regards, Dean, MyHeritage team.

By MyHeritage S., MyHeritage Representative over a year old

Question:

I have been a member of my heritage but have allowed my account to expire. i am interested in renewing it now. what can you offer me for prices? I have been a member of my heritage but have allowed my account to expire. i am interested in renewing it now. what can you offer me for prices?

Answer:

Dear Chris, Thank you for your question. Would you be so kind as to provide me with your registered MyHeritage email address? I will then be able to locate your account and forward you to the correct department for assistance. Kind Regards, Dean, MyHeritage team.

By MyHeritage S., MyHeritage Representative over a year old

Question:

I have a dna test that i bought and now cant register. your phone system is connecting to tech support pls call me 919-765-4681 andrea skye. I have a dna test that i bought and now cant register. your phone system is connecting to tech support pls call me 919-765-4681 andrea skye.

Answer:

Dear Andrea, Thank you for your question. Would you be so kind as to provide me with your registered MyHeritage email address? I will then be able to locate your account and assist you with your inquiry. Kind Regards, Dean, MyHeritage team.

By MyHeritage S., MyHeritage Representative over a year old

Question:

One of the three fam sides (jongzyl) is going apart and is now to big to get further support: how can i get it within my familyside ? One of the three fam sides (jongzyl) is going apart and is now to big to get further support: how can i get it within my familyside ?

Answer:

Dear L. J, Thank you for your question. Would you be so kind as to support@myheritage.com from your registered MyHeritage email address? A friendly representative will then contact you to assist you. Kind Regards, Dean, MyHeritage team.

By MyHeritage S., MyHeritage Representative over a year old

Question:

Is it true you have an automatic recharge setting on our credit card and if so how do we remove it? Is it true you have an automatic recharge setting on our credit card and if so how do we remove it?

Answer:

Dear Baverly, Thank you for your question. It is true that there is an automatic recurring payment for subscriptions. To cancel this you may simply log into your family site and then click on your name in the upper right hand corner of the screen. You will then need to select "My Purchases". From within this section of your family site you will then be able to cancel the recurring status of your subscription. Trusting this has proven useful to you. Kind Regards, Dean, MyHeritage Team.

By MyHeritage S., MyHeritage Representative over a year old

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