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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.
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I was as a victim of their security breach. Then, only after complaining to them in regards to the loss I occurred did they offer complimentary use of their software for a (stingy) 6 months. Wow, very generous of you MyHeritage, not. Six months later after filling out my family history on their site, I was the victim again of all the bugs on the site that erased my data or family tree charts that include complete omissions of family members and their ancestor lines. This company does not stand behind their product and has a boatload of technical problems. I would not TRUST this company with your precious family. This Company has a reputation for MAJOR DATA breaches..
I chose MyHeritage based on someone advising not to go with a popular company just because they're well known! My ethnicity is what really shocked me, 51% England, 37% German, 12% Irish. THAT was IT! No % of anything else, straight up 3! I do not know who my father is, nor the 5 siblings my mother gave up for adoption. I placed what I knew in the tree, which wasn't much, but, MH just kept/keeps sending me 5th cousins or worst yet, they keep trying to get me to add my sisters ex husbands info! When I called to see if maybe they were mistaken about my % The representative was rude. He said that only my recent ethnicity shows up and that they could only suggest relatives that use the MyHeritage DNA kits and are in their system. Last but not least, since I seem to have only 3rd-5th cousins, if I want to see their tree/how we're related or message them, I am asked to pay well over $100 to use any other feature!
Dear Juanita,
I am sorry that you feel this way regarding your DNA results.
Firstly, to provide users with Ethnicity Estimates, we started by figuring out what DNA from different ethnic groups looks like. With the MyHeritage Founder Populations project, we offer an Ethnicity Estimate with 42 ethnic groups around the world. For this project, we have selected more than 5000 participants to serve as references by virtue of their family trees exemplifying consistent ancestry from the same region or ethnicity for many generations. When we analyzed your DNA sample, we compared your DNA to those models to see what percentage matches each model. We focus on the 700,000 sections that are known to vary between people (the other 99.9% of the sequence is pretty much the same for everyone). These sections are called SNPs.
In regards to your DNA Matches, it must be noted that in recent decades, many people have taken DNA tests, which have resulted in broad DNA Matches in Family trees. These people may be related to you very far back, and you may not know them, but they still share a percentage of DNA with you. The MyHeritage DNA matches can go back up to six generations. There are a lot more possible people related to you as a cousin that there could be of any other relationship. For example, you could have 60 cousins, because your grandmother had 6 children, who each had 10 children. Whereas, it would be difficult to have 60 siblings.
With a free account, you are able to access the following DNA Matching features: Exporting DNA Matches, Contacting DNA Matches, Shared Ancestral Surnames and Chromosome Browser. However, if you wish to access the Premium features, a subscription is required. For more information, please click here: https://bit.ly/2Y2sfnU
If you have any further questions, please email me directly via kayleigh.vipsupport@myheritage.com. I will be happy to assist you with your research.
Kind regards,
Kayleigh MyHeritage Team.
Hi Mark
I am happy to confirm my grateful thanks for the assistance you gave me this afternoon and I have already received the emails confirming the refund of the subscription funds. My Heritage are to be complimented that you have the authority to deal with the matter in such a pleasant and speedy manner.
Thanks again
Eric Morgan
I am a paying customer of MyHeritage (software). I had a persistent problem in the generated family tree chart. Finally I contacted the customer support in the US, by phone. I got an efficient and courteous response from the representative, who suggested that I send the screen captures of the problem by mail. In a couple of days the case was escalated (I was updated) and investigated. It turned out to be a bug in the software, which will have to be solved, but I am quite pleased with the customer support.
Sorry, ich bin in der englischen Sprache nicht sattelfest, daher schreibe ich auf deutsch. Hoffe es klappt trotzdem.
Leider habe ich sehr schlecht eine Kontakt-Adresse bei Programm-Problemen mit MyHeritage auf ihrer Web-Site gefunden, habe allerhand probiert. Nie kam eine Stellungnahme/Antwort von MyHeritage.
Zufälligerweise, weiss nicht mehr wie, bin ich auf die supportadresse gestossen. So bekam ich von Ramona nach einiger Zeit Antwort mit einem sehr guten Typ, habe den verfolgt und siehe da, nach einigen Nachträgen, hat alles wieder geklappt! Danke! Ich war schon drauf und dran alles mit myHeritage aufzugeben.
Danke Ramona für ihre nette kompetente Hilfe
So far spoken to two people of MyHaritage. They really listen and react to what you ask/say. Great business card to the firm!
Moro no Brasil e, por causa da legislação do país, vi que algumas pessoas encontraram problema para enviar as amostras. Mas, enviei um e-mail para o suporte, fui prontamente atendida e me explicaram que resolveram a situação criando uma central aqui no Brasil, em Campinas, para receber as amostras e encaminhar para o laboratório.
Fiz a compra, recebi os envelopes e o formulário junto com o kit. Tudo perfeito. Fiz o envio por Sedex (gastei menos de R$ 50,00), declarei como "kit do MyHeritage" e foi super tranquilo.
Em 3 dias minhas amostras já estavam em Campinas e em 8 dias já tinham sido entregues no laboratório nos EUA.
O suporte funciona. Atende em inglês e português por e-mail. Recomendo.
No dutch help available!
The delivery of my healtkit is late.
Should be 5 july.
Ik still have te wait.
Dear Fokko,
I am sorry to read your low star review and hear of the trouble you have had contacting a Dutch speaker.
To clarify, Dutch support is available at (+31) 0800 24 00013 and can be reached from Sunday-Thursday between 8am and 9pm CET and Friday 8am-2pm.
We value the satisfaction of all of our members and strive to offer a first class service to our members. I would like to assist you and investigate the issue you have reported. Please email me directly from your registered email address via kayleigh.vipsupport@myheritage.com so I may assist you with my highest priority.
Kind regards,
Kayleigh MyHeritage Team.
*** Dutch Google Translate ***
Beste Fokko,
Het spijt me uw lage sterreview te lezen en te horen van de problemen die u ondervond met het contact opnemen met een Nederlandse spreker.
Ter verduidelijking, Nederlandse ondersteuning is beschikbaar op (+31) 0800 24 00013 en is bereikbaar van zondag tot donderdag van 8:00 tot 21:00 uur CET en van vrijdag van 8:00 tot 14:00 uur.
We waarderen de tevredenheid van al onze leden en streven ernaar om onze leden een eersteklas service te bieden. Ik zou u graag willen helpen en het probleem onderzoeken dat u heeft gemeld. Stuur me een e-mail rechtstreeks vanaf uw geregistreerde e-mailadres via kayleigh.vipsupport@myheritage.com, zodat ik u kan helpen met mijn hoogste prioriteit.
Vriendelijke groeten,
Kayleigh MyHeritage Team.
Ho avuto un problema con un abbonamento, dato che non mi ero accorta di avere un mese di prova gratuito dopo il quale mi sarebbero stati addebitati 99 euro più Iva (120 euro in Italia). Il giorno dopo ho richiesto supporto e ho ricevuto risposta immediatamente, ottenendo un rimborso completo, con tutta la gentilezza e la cortesia possibile. Decisamente soddisfatta!
I wrote to their help section as I am unable to delete a specific DNA kit.
They wrote back and ignored the kit I want to delete and listed three others.
So I now have had to write back and tell them to read my original email
Dear Kate,
Our Support team always aims to provide our customers with the best customer service, but sometimes mistakes can happen. I apologize for any inconvenience this may have caused you.
If you'd like me to follow up on it, please email me at elena.vipsupport@myheritage.com from your registered email address. I will be happy to personally assist you with it.
Kind regards,
Elena, MyHeritage Team
I was having some difficulties uploading a family tree with about 4000 people and 6000 images from Family Tree Builder to MyHeritage.
Some of the difficulties were due to my inexperience with these programs, and some were due to limitations of the image upload system.
The MyHeritage support team were very persistent and helpful, and now my tree is fully functional on MyHeritage.
Perfection helping vert fast and easy. Im a trench Guy Who called the english support and the firl was so Nice ans spoke slowly for me. Thanks Again for your help
Il y a une faute d'orthographe sur l'une de vos pages d'accueil en Français:
«Les données d'ADN passe»
Le verbe PASSE s'écrit PASSENT.
Ci joint la capture d'écran.
Cordialement et soyez bénis
I did not register on the site to send the DNA test kits from the MyHeritage site, I do not know what happened that came out with the wrong number, and I was sure I had registered it right. It turned out that the product was sent to the wrong house, where I was not found and the deliverers immediately sent it back to the place of origin, without even trying to contact by phone with the recipient. When I saw that the product was sent back to the US I panicked because I live in Brazil. Thankfully the Myheritage staff are super helpful and have already sent another kit. I have not received the tracking code yet, but they said they will send it by email soon. This time I will follow up every day so I do not have an error. I can not wait to get the kits and take the test. I hope this time you get home right here.
I had some issue with my DNA test results. I was able to be answered by a true french speeking person. She was amable and kind.
Nir from the Support Team has been WONDERFUL. When I had a problem, she sent me directions on how to fix! I can't thank her enough!
Pat Ferguson
Genealogy
I have been using MyHeritage for the last seven years, but only for the last one and a half year, I am a Premium member. Being Premium (paying) member, I got excellent results. Several months ago, I found a second-cousin of mine, her father, who was the cousin of my mother, survived the Holocaust, and built a family. Our parents never knew about each other.
Using Smart-Match and DNA-Match functions, I found many other family members.
Absolutely impressed with the swift transfer of my dna profile as requested. Communication with My Heritage was personal and the friendly approach was refreshing. A huge thumbs up and special mention of Darren who handled my case, a true asset to your company.
Le service client de My Heritage a été très réactif suite à ma demande.
Je n'hésiterai pas à faire de nouveau appelle à eux si je rencontre un problème sur l'utilisation de mon arbre généalogique.
My DNA parcel which I ship to Spain is held in the warehouse, I'm una able to contact them and my heritage is telling that due to the GDPR they can not contact them directly, I sient £250 is the shipping and is frozen in transit.
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Dear Bob,
I regret to find out about your experience and I'd like to follow-up on this on a direct basis.
Privacy and security have always been paramount to us. I understand that you are referring to the breach of October 2017. On June 4,2018 this incident was reported to us, we investigated the incident and announced it publicly within 8 hours of learning about it. Although no passwords leaked but only hashed versions of the passwords, we encouraged our users to change their passwords. And to maximize the security, we immediately started the process of expiring ALL user passwords on MyHeritage at which point all the affected passwords were no longer usable to access accounts and data on MyHeritage.If you have any other privacy concerns, please contact our dedicated customer support team at privacy@myheritage.com or call us: https://bit.ly/2skhBYv.
In regards to the technical issues you have mentioned, please contact me from your registered email address at "kayleigh.vipsupport@myheritage.com" so I can investigate this with my highest priority.
Kind Regards,
Kayleigh MyHeritage Team.