MyHeritage

My program isn't working properly in that the Smart Match feature has stopped working. I phoned to get help with this and the person I got did not know what the Smart Match feature was. Considering it is a main selling feature of the program I do not know how she was competent to provide support. I spent sometime explaining in detail the smart match feature and explaining how mine wasn't working. Eventually she said she would send an email to the programmers. Not much help.

MyHeritage DNA results have now been duly received indicating my originate regions. Unfortunately Haplogroups and Mutation were missing in your results. You should definitely benefit by adding these values onwards. The lack of data prevents me from updating the Local Swedish Haplogroup Database. Marietta friendly confirmed your considerations to add the requested values, which is most appreciated in particular if you are able to send these separately to my attention.
In general MyHeritage provide a hugh amount of ancestor data. Likely a large number of users have exported their data from other sources. Interesting to find that more than 20 researchers share my ancestor back from 1715. Receipt of all the smart matches have been highly appreciated.
Regards,
/Göran

I wasn't able to sync my online family tree to my Family Tree Builder. After some email back and forth, with me trying to fix the problem at my end (with very clear instructions from my support rep Yoel), he asked if we could set up a TeamViewer session. This was a little tricky because of our time difference (10 hours between Canada and Israel).

During our 1-hour session together Yoel took charge of my computer and finally got the problem resolved. I really appreciated his patience and diligence. He was also a very clear communicator.

I was very pleased with the service I received--the only reason I didn't select five stars was that it took so long to get the problem sorted out. I first sent my MyHeritage notice of the problem at the end of July and finally got it resolved on Sept 5.

On 22 September I was charged 137 euros for a subscription I didn't make and I couldn't find how to cancel it. I don't need this subscription, I didn't even do a DNA test, it's useless. I wrote many letters to get my money back. I was unable to contact support. They keep texting me asking me to choose one of the three options. I want to return the entire amount of 137 euros, but nothing happens, no one returns the money to me. And I really need to return the money, because I am a refugee from Ukraine.

My late husbands family are ALL from Italy. Some from the middle, Umbria and some from Naples. My Granddaughter and I did the MyHeritage. I myself a bit excited to see where 'my life' tracks have been leading to now. I'm adopted. I, as was my Granddaughter were excited to see her results and to see the Italian %. When 'I' saw NO Italian %'s anywhere, I was confused. I called and talked to JackO and he was a HUGE help in explaining it all to me. Needless to say, as I also explained to my Granddaughter, she was still thrilled to see the diversity in hers. Her results went back 7 ethnicities, where mine only goes back 5 ethnicities, so far. BUT, he is a real gem and was very polite, didn't make me feel rushed and fully explained away all my questions and concerns.

I phoned MyHeritage with 2 problems and my call was answered immediately. A DNA re-assignment quickly worked. However, my 2nd problem was a little outside the norm as, when managing spouses I had inadvertently hit a clock icon which said 'permanently make latest marriage first'. This mucked up the report on this family. Itai did the same at his end but he could undo, I couldn't so he was able to send me an update which solved the problem. Itai was patient, pleasant and understood the situation. Lots of thumbs up.

I emailed Heritage several times about printing out results. It is not my printer. I hit print and pages come out blank. I ask about DNA results no response back. My Mother is 100% Italian and my Father is Irish-Scottish- Welsh. DNA states I have almost 25 % greek. I ask my Mom and other relatives they said we have no Greek in our background. I had cousins who are my blood relatives on the Italian side come back with 46 % Italian no Greek, I feel this is an error. I guess I will have to have the DNA test done again with another site.

I called with questions and concerns about 2 recent test, the person I1st spook with was very nice, very patient but did not have all the answers to my questions and told me someone from the dna team would contact me, I got an email asking what day was good to call, I picked a day and thought I would have to wait all day for them to call. Got a email reply telling about what time and who would call. The call was just a little late but in the ballpark and the representative was very helpful and thorough and both rep. I talked to were not rushed and very easy to understand.

I've been trying to figure out what to do with my old basic site and move my family tree and DNA to my wife's new Premium for a while using the online support. The instructions I got via email were not clear enough for me to understand, and may have been wrong.

So, I chose to try phone support and was fortunate to get Brigitte, a very knowledgeable and courteous customer support person. In about 10 minutes we had it solved and working perfectly.

The solution was to start over. I first had to have my most recent GEDCOM and DNA files on the computer. She got rid of the old site and walked me through uploading the GEDCOM and DNA files to my wife's account (not entirely intuitive). It was all quick and easy, and now my tree can be as big as it needs to be.

We had one other call to MyHeritage customer support when my wife first set up her account and it went flawlessly as well.

My recommendation is to forget email support and just call them up.

My experience with the support from My Heritage was superb and my issue was fixed with the eventual assistance of Maya in Israel.
I had lost all of my data and photographs which was a disaster.
Maya sent me instructions which were easy to follow and within a short time all of my information was recovered although my photographs did not appear which is not a problem and they can be recovered from another file.

I cannot speak highly enough of the support group who were both professional and respectful and that made my experience that much better.

Thanks again

Fred Pendlebury... SWydney... Australia

Caroline worked with me to resolve a match up from Geni.com family tree to Myheritage family tree.
Caroline seem to be a bright and personable individual. She was highly capable of achieving the goasl I set for her. She resolved the problems quickly and in a way that I understood. I am happy with the result.
Myheritage need more employees like Carolyne. She is an asset to your company.

DNA analysis is complicated enough for us newbies without websites making the subject more obtuse. When I encountered a problem with one of my DNA kits not being properly assigned (I had uploaded a new family tree file and severed the links) I was therefore getting very frustrated trying to find a solution on my own. But less than five minutes on the phone with a very helpful technical support person set the matter to rights and showed me how to take care of such problems in my own in the future. This is the way technical support is supposed to work but seldom does. Many thanks to MajaI.

Just received a one off email from these people telling me they're charging me £49.99 today as an imaginery free trial I've never heard of has come to an end. I have no idea who they are or how they have my card details - or even if they just have my last four digits - but they're getting sweet nothing from me.
Either a legitimate heritage site I've had for over two years has sold my details on or they're a scam company.
Either way, steer well clear of them and cancel anything they try and weedle out of you. Totally snidey.