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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 have around ******* person on my web family tree once they have deleted it by mistake with no back up. For the second time they have lost a lot of critical information, now they have done it again!
I am waiting for 4 day for a solution but still nothing.
They don't car about losing years of working
I'll be honest. I was very anxious. Needed to cancel my subscription. In a panic. Not at my best or nicest. Was expecting an argument. No. They just cancelled it for me that very minute. No problem. So I apologise to the lady on the 'phone (UK number but she was American) for my "attitude". 100% satisfied!
Es una empresa muy seria, y sus programas de Genealogía, realmente perfectos. Family Tree builder tiene un desempeño absolutamente lógico y que no ofrece problemas para utilizarlo. El análisis conjunto estadístico es realmente formidable.
It is a very serious company, and its programs of Genealogy, really perfect. Family Tree builder has an absolutely logical performance and does not offer problems to use it. The joint statistical analysis is really formidable.
If you can't find an answer to your question on their FAQ page and you call the customer service line - be prepared. Hold time for my morning call was almost one hour. The customer assistant Mark was very helpful and answered my inquiry - so he deserves 5 stars. But that long of a wait is just unacceptable!
I am waiting for my test more then weeks. Probably delivery has missed. I call to call center - they promise send a new one and nothing... I think it's a false company.
Dear Agata,
I'm sorry to learn about your experience.
I'd be happy to assist you with your DNA kit replacement on a direct basis. Please contact me at "catarina.vipsupport@myheritage.com" via your registered email address so I can arrange for a replacement DNA kit to be sent to you as soon as possible.
Kind regards,
Catarina,
MyHeritage Team
Olen tyytyväinen MyHeritagen palveluun ja olen iloinen kun minua autettiin puhelimessa Suomenkielellä! Kiitos.
A little while back I had an issue that was to do with a third party used by MyHeritage, not specifically to them. I was a little grumpy when I made my views known, but it was handled brilliantly. So, many congrats and very well done to Johnny on the MyHeritage support team for handling it so well. He, and MyHeritage, demonstrated spectacularly good customer service in resolving the issue swiftly. They didn't get rattled, they dealt with it smartly. Their response was admirable, and I am very appreciative. Top marks, guys!
Es wurde mir bei meinem DNA Problem sehr schnell und ohne weiteres geholfen. Danke. Ich bekomme ein neues Kit und kann dann weitermachen.
My card was billed, but I wanted to undo the activation of the type of service in question. Getting my money back was not a difficult issue at all. Thank you, MyHeritage! Since English is not my first language, I'm specially thankful for the chance of both expressing myself and getting help in my mother tongue. Customer support was very friendly. Thanks again!
The MyHeritage Support Team provided excellent responses to my query and resolved the issued quickly.
Sent a request for support on 1st April, each question took a week to respond too, now today 29 days later my support request has been closed without resolution, being a Premium member spending over £100 a year i expected better service.
Don't buy a subscription if you use a Mac, the Family Tree builder doesn't work fully.
Angry customer of 6 years...
Hi Sam,
I absolutely sympathize with your struggle in contacting our support center and I'm sorry for the lack of empathy you have experienced. I will do all I can to help.
I do know that most Family Tree Builder features run perfectly on a Mac. However, there are a few features that are not compatible and are not available such as the Book Report, maps and some others that are available on the Windows Version.
Bugs and feature requests are prioritized according to how many users are affected by them and how much resources and time they require of the development team. Some Mac issues that seem minor may actually be related to the infrastructure and require major changes that affect many other features.
In any case, I'd like to investigate the issue you have reported and perhaps escalate it to the appropriate department.
Unfortunately, I am unable to locate your registered MyHeritage account under the name you provide here as Sam W.
Therefore, please e-mail me directly at rafael.vipsupport@myheritage.com so I may escalate your complaint as soon as possible.
Sincerely
Rafael
MyHeritage
Snabb respons på ett misstag från min sida och korrigera misstaget!
Det som hände var att jag råkade uppdatera kontot på fel site.
Tack för assistansen Maja
When I received my results it was like they were for someone else, nothing remotely attached to my family who have had DNA tests with other companies. Firstly they couldn't find my DNA sample then after awhile the did find it and sent results. I got contacted bt a woman across the country and we concluded we were not related and she had the same opinion of MY Heritage DNA which is it is a scam company. I will tell anyone to choose a different company.
Dear Gary,
I regret to find your low star review.
I'd like to clarify that MyHeritage uses the total amount of shared DNA and the number of shared segments and compares it to our DNA upload database.
Keep in mind that DNA Matches listed at the very bottom, who share very little to almost no DNA with you, could be the result of identity by the state rather than identity by descent. This is a technical way of saying that these are false positives, and the DNA they share with you is a result of coincidence. It means that indeed, the DNA segment is similar between you and your match, yet it is unlikely related to a recent known ancestor, but rather to some ancient DNA or random sequence.
Starting with 4th cousins and going further, you should take DNA Matches with a grain of salt, and look for additional pieces of information as an indication on whether a family connection exists (such as shared ancestral surnames, or similar geographical locations between their family tree and yours). We will continue to enhance and fine-tune the algorithm regularly. We are working to implement an exciting feature road-map, and you can look forward to improvements on a regular basis. DNA Matching on MyHeritage will keep getting better and better, and more matches will be found as more people upload their DNA data every day.
That said, many of our members have indeed found some interesting discoveries using the DNA match research tool and not to mention others tools at your disposal such as shared ethnicities, ancestral surnames, chromosome browser, building a family tree and etc. Building a family tree is a great method to gain insight into your past especially when many of these tools are integrated with your DNA research such as Smart matching and Instant Discoveries.
If you need any further assistance with the progress of your research, please feel free to e-mail me personally at rafael.vipsupport@myheritage.com.
I'd be always happy to help.
Sincerely
Rafael
MyHeritage
While I rarely need to contact MyHeritage customer support, I have always received excellent help in resolving any issues. Today I had to get help on a problem of my own creation. Megan was able to quickly resolve my problem and get me back up and running.
Thanks again Megan
Supporten var veldig hjelpsom, forklarte rolig og godt hva jeg skulle gjøre. Kom nesten i mål ved første forsøk, men måtte ringe dagen etterpå igjen og problemet ble løst. Godt å møte supportere som kan gi god hjelp på et språk en er fortrolig med. Tommel opp fra meg!
I made a mistake with my credit card and they helped me very kindly. It is always gratifying to meet companies that really care about customers.
Customer support was really friendly and helpful. They quickly solved my issue! Thank you very much myHeritage team!
I got charged $147.34 that I was unaware of. I called and the rep took care of it under 2 minutes. I requested a refund, he gave it to me and canceled the account. He was extremely helpful and kind. If I decide to do my heritage again, I will definitely go through this company. Excellent customer service.
Lisa tack vore dig kunde jag kunna lära mig något nytt idag. Tack på din tålamod och vänlighet, och för att du finns. Stor Kram Mary
Heard back from them right away saying they would look into the issue but had to contact them again about 1 week later to remind them I hadn't heard back. The issue was resolved right away then..
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Dear Monica,
I'm sorry to read your low star review.
I'd be glad to assist you on a direct basis. Please contact me at "catarina.vipsupport@myheritage.com" so I can investigate the issue you are experiencing as soon as possible.
Kind regards,
Catarina,
MyHeritage Team