MyHeritageReviews 6,486

I had twice posted a person's DNA information (under a different name) on MyHeritage and created a twin for that person. I couldn't delete the wrongly imported person. I sent a request for help to MyHeritage customer support and they called me. When I was called, I was very hurried, nervous and ashamed, but the person who called me calmly advised me step by step to make the necessary changes.

I speak really bad English because I studied it 54 years ago and I haven't spoken it since, and I didn't even remember MyHeritage IDs. But Jakob advised patiently and kindly and now I have a pretty winning feel!

Incredibly good customer service MyHeritage Customer Support & Jakob

Thank you Mumma grandmother from Finland

Be very careful and read your invoice. When I ordered they slipped in an annual subscription without my knowledge. It was free for a month and then the charge would have been 149.00 annually starting the following month after my purchase. Getting it fixed was not so hard. Getting the information that they did not cancel but still charge me for the actual DNA kit was not so easily done. They did not email me to tell me the product had shipped (as I was told would happen). I called 3 days in a row trying to get information and it was not until late evening on the third day that I finally got confirmation. The kit has not arrived yet and I am skeptical about how easy it will be to get any results back. When a transaction starts our shady a person tends to think the rest of the transaction is not going to end much better. Check your final invoice before closing out the screen. No one needs a 124.00 withdrawal surprise!

I ordered a DNA kit for the reduced price of $90 nearly two months ago and agreed to a free one month trial of MyHeritage which I never used because I never received the DNA kit. I did not see the small print which said I had to notify them to not be charged before the "free" trial ended. I have now been charged an extra $200 for not doing so. This is not honest. It is deliberately deceptive.

After a month I rang up to complain that my DNA kit hadn't arrived and was told that it was probably the fault of Australia Post but they would send me another one out of the goodness of their hearts but it still hasn't arrived.

I will try one more phone call then I will try the police.

After having access to the possibility of seeing the diverse ethnic possibilities of those who appear listed as my genetic relatives, I suddenly lost all the possibility of seeing them, I still don't understand what happened, but the myheritage team has opened the possibility again I appreciate it, although I still don't understand why that happened with my account.

I use the DNA kit and family tree on MyHeritage. I have found them pleasant to deal with and were very helpful. Wish their prices would be more affordable though.

There is no way to change a credit card used to purchase from these people online. They can't even tell me who is processing the payment. I have asked 3 times for this to be resolved and escalated, and they just keep sending me the same thing. No escalation. No way to change the payment method. They actually told me to cancel the account, then rejoin in order to put a new payment method in. Then I would have to call and spend god know how much time on the phone to try to get them to reactivate the discount that I have as long as I continue automatic renewal (which would be canceled as soon as I cancel the account). How freaking idiotic is that.

They are very good at taking your money, but very poor at canceling your sub. & returning your money

I was very happy to learn how to put back black ribbon to profile cards of deceased persons' pictures. I tried everything and searched everywhere but it was Claudia P. Of Support team who let me know that I have to tick Show black ribbons under Settings. So simple but if you do not know it it can be a nightmare. And I grade her 10 out of 10 possible points.

My Heritage- POOREST SERVICE EVER!

We ordered our DNA Kit in March this year. The kit arrived mid-April. We did the registration and returned the samples the following day! The kit arrived a couple of days later in the USA via UPS express. We requested and paid extra for the package to be delivered directly to the address provided by MyHeritage! They then refused to accept the package and send it back saying that someone will collect the package from UPS directly! We contact MyHeritage and they say that they do not provide such services! They then ask us to contact UPS and ask them to deliver the package, UPS again attempted to deliver the package! AGAIN, MyHeritage refused the package! We then had to contact the warehouse in our country, they contacted UPS USA and instructed them again to deliver to MyHeritage. In the meantime, we've been in contact with Claudia from MyHeritage, she totally ignores our questions and keeps telling us about "We can resend you a new DNA-kit" WHY WOULD WE WANT A NEW KIT IF WE'VE JUST RETURNED THE SAMPLES! ALL YOU NEED TO DO IS ACCEPT THE PACKAGE FROM UPS! It has been over a month that we've been sent back and forth WITH NO PROGRESS! IT BLOWS MY MIND THAT A SIMPLE INSTRUCTION CAN'T BE EXCECUTED! It is highly unprofessional and frustrating! It is taking the joy out of what was supposed to be an exciting experience and discovery! Very disappointed with the poor customer service and ignorance from Myheritage staff!

MH-777AU4 & MH-8X3U43

I had several technical problems with the handling of my MyHeritage Website-Software! I contacted the support which was in all cases very quick and helpful with final success of solving all problems!

Online it feels if I do pocess 2 left hands instead of right and left. At the meantime I am righthanded.
With your personal help I become more and more a professional. Thanks!

Once the issue was reported, the response has been very quick and a resolution put in place, very happy

I did not understand how the MyHeritage shopping cart worked and was not able to clear it without assistance as the FAQ page doesn't address it (yet). The response to my request for help was came quickly and solved the problem. The member of the MyHeritage support team was clear on explaining the solution (there is a trash can) and confirmed for me that the shopping cart was empty.

Ok, just want to make it clear, this review is not about the content on MyHeritage, but a review pointing out an annoying problem i have with getting my subscription, just to be fair, i am still able to access my tree, edit it, do search and all but i lack certain capacity from my premium plus subscription on the family tree builder, they have kept in touch and they've been working on it, slowly but working on it and keeping me up to date and asking me to do various attemps at fixing the problem... so anyhow, not a $#*!ty website and service, but keep in mind that you may or may not get the sae problem as i have.

Der Support funktioniert immer einwandfrei, ist sehr professionell und freundlich. Ich kann gar nicht genug Lob aussprechen:-)
Danke!

They auto-billed me for 2023. I no longer wanted the access. They will not refund my entire subscription fee. After several phone calls, they agreed to refund 1/2. Unacceptable as I called 2 days after they auto-billed.

Went on signed up for the free 14-day trial and found that the information I was looking for was very vague and decided to cancel the same day and did so only to find out 14 days later that they charged my credit card. Then try to get them on the phone and you'll find out how hard it is... Have since gone back online and canceled my subscription once again and we will see at the end of the month if they hit me with another fee...