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MyHeritage is the leading global platform for family history discovery. It enriches the lives of people worldwide by enabling them to uncover more about themselves and where they belong.
With a suite of intuitive features and innovative products, MyHeritage creates a meaningful discovery experience that is deeply rewarding. Users build family trees and discover new information and relatives through advanced matching technologies and billions of historical records from across the globe. MyHeritage also offers an affordable at-home DNA test revealing an ethnicity breakdown across 79 ethnicities and 2,114 geographic regions, and AI-powered features to repair, colorize, and animate old photos.
The MyHeritage platform is enjoyed by tens of millions of people around the world who treasure and celebrate their heritage. MyHeritage offers full privacy controls and is available in 42 languages.
MyHeritage Reviews Summary
MyHeritage is generally well-regarded for its user-friendly platform and extensive database, which many customers find invaluable for tracing their ancestry and connecting with relatives. Users appreciate the regular updates and the powerful search capabilities that facilitate discoveries. However, concerns arise regarding customer service, particularly related to billing issues and the difficulty of reaching support. Some users have reported feeling overwhelmed by the volume of information and have encountered challenges in verifying data. Overall, while the service is praised for its features, improvements in customer support and communication are necessary to enhance user satisfaction.
This summary is generated by AI, based on text from customer reviews
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Don't go near these people. Lied about how they could not process a refund - their system had no mechanism by which to issue a refund. 2 months of keeping after them - they have issued me a credit - like I want anything else to do with these money grabbers. Have asked for the balance of my membership to be returned. This will be a nightmare as well. Stay away!
First of all, the DNA tests come very fast which is very good. I ordered two of those, didn't have any problems.
Moreover, I accidentally paid for one extra service that has subscription. They didn't ask any questions, just provided me with the refund. Fast and easy!
Highly recommend this company!
On 12/22/19 I purchased the annual family tree package for $209. On 12/23/19 I went onto my bank account and found that I was billed twice for this, debiting my account for $418 instead of $209. I immediately contacted my bank and started a complaint against My Heritage. The on 12/24/19 I went onto my bank account and found yet another $209 charge from My Heritage pending against my account. Called my bank and they put an immediate block so that My Heritage could no longer continue to charge my account with recurring charged that appeared to be happening every 2 days and was able to block this 3rd pending charge. I contacted My Heritage again, and they kept saying they couldn't see these other charges, so at that point I demanded a full refund for the original purchase price of $209. The fact nvestigation into the double billing on 12/22/19 was completed and a $209 credit hit my account on 12/27/19. On 12/26/19 I received an email from a Sebastian saying: "per your request, I have issued a full refund for the original purchase of your subscription." He said it could take 7-10 days for it to appear in my account; should have been in my account around 1/10/20 or before! It is now 1/19/20 and no credit has hit my account for the original purchase price of my subscription of $209. The only credit that has appeared in my account was "recurring payment reversal on 12/27/19 BLS My Heritage Ltd" as it appears on my bank statement. This recurring payment reversal was a result of the best nvestigation into the double billing that My Heritage charged against my account on 12/22/19! It has nothing to do witness the issuance of the full refund for the original purchase price of $209 as promised by this Sebastian (this would not show as a "recurring payment")! Sebastian never issued this full refund to me! I have gone round and round with him and another person at My Heritage to no avail! I have filed a complain nest with the BBB which shows over 2700 complaints against this company within the past two years! They owe me $209 for the full purchase price of the subscription per Sebastian's email on 12/26/19.
Beware of this company; a fraud!
Dear Barbara,
I regret to learn about your experience. I'd like to investigate this personally and make it right for you.
Please contact me at catarina.vipsupport@myheritage.com with the details so I may assist you with this with my highest priority.
I'm looking forward to hearing from you.
Kind regards,
Catarina, MyHeritage Team
My family paid together to trace my father there found nothing, still took the money now my file as been lost can not log inn, tried to reset log in 10 times no email sent tried to phone number does not exist and no communication on line available what a waste of time this company is *******@hotmail.co.uk is my email if the company can bothered to contact me or just take money give me 12th cousin etc and ignore me rip off
Dear Kevin,
I am sorry to read you are disappointed with your MyHeritage experience to date. I can see from your account that you have been in contact with my colleague and the issue has now been resolved.
For security reasons may I suggest deleting your email address.
Sincerely
John
MyHeritage
Don't bother with this company. They are simply money-grabbers. I've ordered a kit from them thinking they are based in the UK. It turned up they are based in the USA and the kit had to be sent there.
After four weeks it had been sent the company still didn't acknowledged they received it. Nevertheless they keep bombarding me with the promotions of their paid services. You can't even get to their customer services for free as you have to upgrade to their premium membership. Absolute con, so don't fall for it.
Dear Nicholas,
I'm sorry to find your complaint and will do all I can to help with the progress of your DNA research and the tracking of your DNA kit.
Firstly, I'd like to assure you that your MyHeritage DNA kit is guaranteed to be processed although it is true to say that DNA research is a timely process.
It is also true to consider how DNA kits are a very popular holiday gift Idea and from around early November through the holidays, postal services, in general, have an increase in traffic from people ordering online and sending parcels worldwide. Unfortunately, all of this has caused slight delays with mailing DNA kits back and forth. MyHeritage has very little control over this and I understand that this is frustrating. I sympathize with your efforts.
I understand that you have had trouble contacting our support center. It is true that MyHeritage experiences an influx of questions from our members being that Geneology research is a very popular family focus around the holidays. All of this may be causing additional delays and challenges getting through to our support center this time of year. That said, If you order a kit you are absolutely entitled to support from our support center.
I'd like to personally assist you with your DNA tracking and the progress of your DNA research.
Unfortunately, I am unable to locate your account through the name you provide here on SiteJabber, therefore, please feel free to e-mail me directly at rafael.vipsupport@myheritage.com.
I'd be always happy to help with high priority.
Sincerely
Rafael
MyHeritage
Happy Holidays!
The response on Facebook was quick enough and my problem was fixed in a minets)
The manager was very polite and professional.
Thank for your support! :)
I recently ordered a DNA test. I stuffed up in sending it back and sent myheritage a message telling them what I did wrong. Baby brain with newborns really stuffed me up. They promptly sent me a replacement test and were so understanding about it. You have no idea how grateful I am to them, as this was a gift for my husband and he was so excited about it. Thankyou so much myheritage for being so understanding and replacing the test even though it was my fault and not yours.
Was gifted money to buy dna kit for my Xmas at the discounted price of £58. It's now cost me £212. I'm a single parent, mature student. I needed that money desperately to get a food shop, to see myself and my son through Xmas. 3 separate amounts taken. Had to email last week to see if they even had the kit back at the lab, as heard nothing from November, they said they do now have it, it will take a further 3-5 weeks now. No email to say free trial ending, just one to say it's ended. Tried to cancel straight away, but it says subscription has been stopped and will now end 2020, so they took £112.80. There's a further amount that's been taken for £41.55, which I don't know what that is. A £58 gift has now ruined myself and my sons Xmas, leaving us with nothing. I'm so angry, but absolutely devastated, as I don't know what we're going to do now
Dear Amanda,
I am sorry to read your low-star review and would like to assist you on a direct basis.
When signing up for the free trial you have received a confirmation email, that also included the information that you automatically will be charged after the trial period ends. A free trial can be canceled at any time from your account online or by contacting us. However, we are a refund friendly company which is why we state that if you are unhappy with your subscription, you may request a refund within 30 days of purchase.
In regards to your DNA Kit, you mentioned that the samples are currently at the laboratory. The standard processing time for samples once they are received is 4-6 weeks. An automatic email is always sent to our users to confirm that we have received the samples at the laboratory and an additional to confirm that the processing of the samples has started.
Please send me an email as soon as possible via kayleigh.vipsupport@myheritage.com so I may investigate this report in more detail and process a refund for the additional charges.
Kind regards,
Kayleigh
MyHeritage Team.
The response is very quick and service very good. When I needed to ask a question, I contacted My Heritage on Facebook and they answered in a minute. I forgot to cancel the prepaid tool, when I ask for cancelation and refundation the money, they agreed and process my request immediately.
Got a kit for Christmas. Activated it and sent it in. Waited months for results. Called them, they said never activated and never received. Asked for a replacement. Was told that since I didn't buy, tough luck.
Dear Ron,
I'm sorry to hear about your experience, and I'd like to investigate it further.
Please email me your account details (account ID number or registered email address) via elena.vipsupport@myheritage.com and I will personally assist you with it.
Kind regards,
Elena, MyHeritage Team
I've purchased my order using my facebook account, so they used my old email adresse that I don't have access to anymore, so I'm not going to receive any of the emails concerning the order and the shipping etc. I contacted them and they solved my problem in no time, by changing the email adresse to my current one, and they resent all the old ones so I can read them. Very nice and very understanding people.
My heritage just announced in an email that they were taking this years subscription. There was no previous email to say they would be taking it on a due date in case I managed to block it. Sure enough the payment is pending. I did not authorise this. I managed to cancel for next year. I Loathe this kind of subscription websites. If I can warn the wider population I will
Dear Helen,
I am sorry to read your review and would like to resolve the issue for you.
Firstly, I must clarify that MyHeritage informs all of any charge and its price on the automatic e-mail that is sent out after you enroll in a subscription and after every renewal or purchase a DNA kit. Also, one may view the status or cancel an annual subscription at any time when logging in to MyHeritage from the My Purchases page and incur no annual charge.
Your member experience is very important to us and we really do value the satisfaction of all of our members. This is why our terms and conditions read that If you are not satisfied with your purchased plan you may request a full refund by contacting Customer Support within thirty (30) days of the initial purchase date of the subscription.
I would be more than happy to assist you personally with issuing you a full refund. In order to do so, I’m going to need to locate your account.
Please send me a message from your registered e-mail address at shane.vipsupport@myheritage.com so I may assist you with this as soon as possible.
I will be looking for your e-mail.
Kind Regards
Shane, MyHeritage Team
I sent my swab off last week and today i get an unsolicited call on my mobile trying to sell me their premium package. The guy even told me how many people i've added on my family tree. I am enraged that the information which is personal and sensitive to me should be available to a sales force. I feel totally violated. I perhaps naively thought that the information we put on their famil; y tree was not public domain, it obviously is. I wish i hadn't bought this BEWARE!
Dear Eric,
I'm sorry to find your complaint.
We absolutely value every single one of our genealogy researchers. This is why our sales team contact members to notify them of further research tools that are available to them were they to enter a subscription.
The privacy of your own family tree can be managed directly by you on the MyHeritage site, we have a variety of ways you can do this, a list of which can be found here:
https://www.myheritage.com/help-center/en/account-settings/privacy-settings
If you have any further questions, feel free to contact me directly at shane.vipsupport@myheritage.com, I would be more than happy to help you.
Kind regards,
Shane, MyHeritage Team
De aangedragen oplossing was snel en correct als eerder met dit gedcom probleem. Echter om ot contact te komen was een levensgroot probleem. Diverse eerder e-mail adressen werkten niet. Na heel veel zoeken een werkend e-mail adres gevonden. In het vervolg graag een e-mail adres voor dit soort problemen dat altijd werkt en niet een no responce adres
Be very careful with this company. The MyHeritage website is not that bad but once you want to stop your subscription it is very hard. They respond with an email but next year they just take money from your credit-card and keep your subscription. I have a bunch of emails where I confirmed that I really want to stop my subscription but again they took 189.01 euro. Be warned, do NEVER take a subscription at MyHeritage, they are scammers.
Dear Peter,
It was never our intention to cause you such a bad experience and I would like to assist you on a direct basis.
I must clarify that one may view the status or cancel an annual subscription at any time when logging in to MyHeritage from the My Purchases page and incur no annual charge.
Your member experience is very important to us and we really do value the satisfaction of all of our members. This is why our terms and conditions read that If you are not satisfied with your purchased plan you may request a full refund by contacting Customer Support within thirty (30) days of the initial purchase date of the subscription.
Please send me a message from your registered e-mail address at kayleigh.vipsupport@myheritage.com so I may assist you with this as soon as possible.
Kind Regards,
Kayleigh MyHeritage Team.
I've been in contact with the customer service several times now, and they've always done everything in their problem to help me. I would absolutely recommend this company, they take care of their customers.
Waited 2,5 months to receive the test box, ordered 3 units, 1 got lost on the way.
The declared value of the package was over 170 USD, which makes no sense for a plastic jar, and I was charged duties for customs.
This is the WORST experience I have had in a while. If you are expecting these as a birthday present, amazing way of getting disappointed.
I should have used 23andme or myancestry as I was suggested.
The shipping method they use is DHL e-commerce, which is famous for making packages disappear and taking loooong delivery times.
1 star, because I can't leave a 0 stars review.
Dear MyHeritage Member,
I am sorry to learn about your experience and would like to assist you on a direct basis.
Please email me from your registered email address via kayleigh.vipsupport@myheritage.com so I may investigate this further and find a prompt solution.
Kind Regards,
Kayleigh MyHeritage Team.
My problem was solved! I was very disappointed when Family Tree Builder would not sync with the My Heritage website. After a few emails back and forth, support decided they needed to connect to my computer. I was a bit alarmed but was reassured it was very secure.
At the agreed time Eden connected to my computer, and through some magic solved the problem. And tested to make sure it worked!
He also helped me to set up so that the right person was on the opening page
I was very impressed. Thank you very much!
Envié el paquete sin timbre y sin la direccion y cuando lo fui a recuperar, me dijeron que ese paquete iba a ser destruido y que era impossible de recuperar. Mi sorpresa llega cuando recibo un mensaje que dice que ha llegado. Conozco mis origines aproximadamente y el resultado es cualquier cosa... no coincide practicamente nada con la realidad. Y fenotipicamente imposible. Me hace pensar que el resultado es inventado. Desaconsejo.
Dear Carolina,
I understand that you sent your DNA samples to the lab without stamps, however, we've seen cases where the envelopes actually reached the lab. I am sorry about your disappointment, and I'd like to provide you with some insight into how DNA tests work.
In DNA, each person receives 50% of their DNA from their mother, and 50% from their father. But parents may pass a different and variable percentage of an ethnicity down to their children and are not necessarily divided evenly in each generation. Your parents could have had a very small percentage, too small to show up on their results, but you or your sibling happened to inherit all of it from both of them – adding up to a detectable percentage on your results. Because the percentages of DNA a person receives from his ancestors at the level of the second generation (grandparents) and further back are not necessarily divided evenly in each generation, it is possible that your grandmother may have passed on 6% of her DNA to you.
That explains why ethnicity results in an autosomal DNA test can be quite different from parent to child or sibling to sibling, as we each inherit unique combinations of DNA from our parents that present different parts of our genetic history.
To understand better how DNA works, we recommend you to read our blog for more information: http://bit.ly/2FdrGy0 And if you have further questions, please feel free to email me at elena.vipsupport@myheritage.com and I will personally assist you.
Kind regards,
Elena, MyHeritage Team
*** Spanish Google Translation ***
Querida Carolina,
Entiendo que envió sus muestras de ADN al laboratorio sin sellos, sin embargo, hemos visto casos en los que los sobres llegaron al laboratorio. Lamento su decepción, y me gustaría brindarle una idea de cómo funcionan las pruebas de ADN.
En el ADN, cada persona recibe el 50% de su ADN de su madre y el 50% de su padre. Pero los padres pueden transmitir un porcentaje diferente y variable de una etnia a sus hijos y no necesariamente se dividen equitativamente en cada generación. Tus padres podrían haber tenido un porcentaje muy pequeño, demasiado pequeño para mostrar sus resultados, pero tú o tu hermano heredaron todo de ambos, sumando un porcentaje detectable en tus resultados. Debido a que los porcentajes de ADN que una persona recibe de sus antepasados al nivel de la segunda generación (abuelos) y más atrás no necesariamente se dividen de manera equitativa en cada generación, es posible que su abuela le haya pasado el 6% de su ADN.
Eso explica por qué el origen étnico en una prueba de ADN autosómico puede ser muy diferente de padres a hijos o de hermanos a hermanos, ya que cada uno heredamos combinaciones únicas de ADN de nuestros padres que presentan diferentes partes de nuestra historia genética.
Para comprender mejor cómo funciona el ADN, le recomendamos que lea nuestro blog para obtener más información: http://bit.ly/2FdrGy0 Y si tiene más preguntas, no dude en enviarme un correo electrónico a elena.vipsupport@myheritage.com y yo Te atenderé personalmente.
Saludos cordiales,
Elena, equipo de MyHeritage
My heritage is a very great tool to find out our origin but one thing that I hope the customer support can improve is to provide an option for transgender both mtf/ftm to be able to choose our sex in our profile. Due to the misgiven informations led to technical error and its effects the procedure and so the result puts on hold. And that is a little bit disappointed as we (clients) expected to get the result within a timeframe given. I hope the management team will take this into account.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Dear MyHeritage member,
I regret to learn about your experience. I'd like to investigate this personally and make it right for you.
Please contact me at john.vipsupport@myheritage.com with the details so I may assist you with this with my highest priority.
I'm looking forward to hearing from you.
Kind regards,
John, MyHeritage Team