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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 started using myheritage a couple of weeks ago and I managed to considerably fill in my family tree! Some branches already reach back to the 1600 which is really exciting! Some branches are harder to research, because the speed of your success also depends on data that has been added to family trees by others.
Today I found out I had accidentally subscribed to an extra service on top of my paid account. That hadn't been my attention. I reached out to customer service and they cancelled the subscription without any problems!
Ik ben 4x 20 minuten voor de Nederlandse hulp in de wacht gezet.
Uiteindelijk met een Engelse hulp verder gekomen.
During my call for support, I received a quality welcome: the counselor was very professional. She listened to me and gave me the answer to my question while being available and pleasant.
To criticism about sudden-onset delays explained by "new chip", the company provides same canned response. Requests to the given customer service email addresses for clarification of the purported "benefits" and the sudden delays without forewarning go unanswered.
As many other frustrated customers, my DNA testing was making good progress until it got stuck and the message about the "new chip" appeared with a wide window for the delays.
I believe that any company that manages properly their testing should be able to anticipate the introduction of "next generation" parts and prove them in in parallel with keeping their production going. For this reason, I find the explanation less than satisfactory. The company either has supply chain issues, lab operations issues, or is poorly managed. Which one is it MyHeritage?
Hei:)
Eg skulle få ein link til oppdatering av programmet, Family Tree Builder som eg visst nok ikkje har siste versjon av. Min versjon er: 8. 0. 0. 8504. Denne linken har eg ikkje ikkje fått.
Det var og gitt tips om utskrift via http://www.myheritage.no og Slektstre - Mer - Skriv ut diagrammer og bøker. Ved valg av t. D. 6 generasjonar så kjem ikkje mormormormorfar, mormormormormor, mormormormorfarfar og mormormormorfarmor med sjøl om dei fins.
Med helsing
Karin Vik
Mitt IDnr. *******
Dear Karin,
I'm sorry that you didn't receive the link.
You can download the latest version of the FTB here: https://www.myheritage.com/family-tree-builder
I've escalated your inquiry to our technical department. They will contact you soon via your registered email address.
Feel free to contact me at "catarina.vipsupport@myheritage.com" via your registered email address for further assistance.
Kind regards,
Catarina, MyHeritage Team
*Google Translate - Norwegian*
Kjære Karin,
Jeg beklager at du ikke mottok linken.
Du kan laste ned den nyeste versjonen av FTB her: https://www.myheritage.com/family-tree-builder
Jeg har eskalert din forespørsel til vår tekniske avdeling. De vil kontakte deg raskt via din registrerte e-postadresse.
Ta gjerne kontakt med meg på "catarina.vipsupport@myheritage.com" via din registrerte e-postadresse for ytterligere hjelp.
Vennlig hilsen,
Catarina, MyHeritage Team
I have been using their site for a few years now. They have always been helpful and quick to answer any of my questions.
Bought as a gift for a friend who accidentally broke one of their vials, and was replaced free of charge.
Had some issues, but they have been resolved by customer service while I await my results from my DNA.
I've called Myheritage because the kit I sent one month ago (from France)has not been reveived yet by the laboratory and also my account was hacked. Anyway. Good support, quick answer, solution proposed.As suggested, I'll call again in 2 weeks to asked for a new kit if the previous one is lost. Aurelie.
I was very satisfied. The person helping me was great. I had a great deal of trouble changing to my new e-mail with other companies, but My Heritage changed it without a fuss.
Had my husband's DNA done and sent off to have mine done In January. First off they didn't take my name from my order but his and who knows if that caused a problem but since they received my test the first part of Feb. I have received nothing but excuses. Can't get them on the phone. Left a message for a refund and heard nothing. Called again today and got disconnected twice.
Dear Susie,
I regret to learn that you were unable to get the support you deserve and I'd like to follow-up on this on a direct basis.
Please know that there is a bar code on the two vials that you've received. Once you activate your DNA kit with the respective code, these two vials will be automatically linked to you. Once a DNA kit is received by the purchaser or the person that received the DNA kit as a present, activation is the first step. Activating the DNA kit gives manager rights for the DNA kit and associates the DNA kit to a person's card in the tree. Please make sure that you've activated your DNA kit. Instructions on how to do so can be found here: https://bit.ly/2MvvMmb
Feel free to contact me via your registered email address at "catarina.vipsupport@myheritage.com" with the details so I can assist you with my highest priority.
Kind regards,
Catarina, MyHeritage Team
Excellent customer service over the phone, I had a few issues with one parcel not being delivered and I was also billed initially for a subscription option I didn't intend to renew (that somehow was renewed automatically) so I called the customer service US toll free number. A kind customer service staff member helped to sort things out and have my refund.
This is a great website for exploring family history, with access to hundreds of records. My main negative is that no subscription reminder email was sent before my free trial ran out so £108 left my account and I had to go through the effort of getting a refund. Customer service were really helpful with this but it seemed strange that I had no contact to remind me to cancel my trial or continue with my subscription until too late.
Dear Rebecca,
I'm sorry to learn about your experience and I'm glad that a refund was already arranged.
I'd like to clarify that once you sign up for a free trial, you are signing up with MyHeritage, so you can benefit from the features MyHeritage has to offer.
MyHeritage informs all of the annual charge and its price on the automatic email that is sent out after you sign up for a free trial. Also, one may view the status or cancel the free trial at any time when logging in to MyHeritage from the My Purchases page and incur no charge.
See: https://bit.ly/2t4liSr
If you have further questions or concerns please don't hesitate to contact me on a direct basis via "catarina.vipsupport@myheritage.com" from your registered email address.
Kind regards,
Catarina MyHeritage Team
MyHeritage zou perfect zijn als ze gespecialiseerde medewerkers hebben die jou snel en goed kunnen helpen door in jouw pc rechtstreeks te helpen aan oplossingen. Ik heb momenteel meer dan 68.000 verwanten in mijn stamboom en dan je af en toe door de bomen het bos niet meer zien!
I wanted to combine my account with my husband's account. Tadhg was so helpful and walked us through each step - even though we were using both a Mac and a PC. He was so patient while we got to the proper places and downloaded and uploaded...
Thank you Tadhg!
Hi Thanks for the help, but it didn't solve my problem, I searched for my lost DNA kit and I got you a phone number to an email center that has thousands of packages to handle. What I need is a shipping number from you.
Sincerely
Susanna Lindh
Dear Susanna,
I regret to find that you are having issues with the shipping of your DNA kit.
I'd be happy to assist you on a direct basis. Please send me an email to "catarina.vipsupport@myheritage.com" with the details from your registered email address.
Kind regards,
Catarina, MyHeritage Team
As per the multiple bad reviews below, I have also been deceived by My Heritage in regards to their DNA processing timeframe. The information on their website clearly states that results can be expected within 3-4 weeks of the samples arriving at their laboratory. After waiting 9 weeks I was informed that they were making a change to their system, therefore I will not receive my results for an additional 8 weeks. My money was taken by deception, and although I lodged a complaint through their site ans was issued a ticket number, a week later I have not received any response. Do not use My Heritage - use one of the reputable DNA providers who deliver what they promise.
Dear Mike,
I'm sorry to learn that your inquiry was not handled yet.
I completely understand where you are coming from and I'm sorry for any inconvenience this might have caused.
Please note that we are currently upgrading the chip used for DNA analysis in our lab to a new and more advanced version. This upgrade is indeed causing a delay.
Laboratory delays such as these are altogether abrasive during the wait but I can assure you that ultimately, this new top-shelf chip will provide better insight into everyone's DNA research and progress and the value in it is great. MyHeritage believes that all our members will profit in their research progress ultimately with this new chip.
I'd like to assist you personally with your inquiry. Feel free to email me at "catarina.vipsupport@myheritage.com" via your registered email address so I can follow-up as soon as possible.
Kind regards,
Catarina, MyHeritage Team
Sebastiaan from MyHeritage its always trying to help and find solutions to the problems.
Its always a pleasure to talk with the My Heritage's support. They always make it all easier and do very well their job.
My kits were almost done when they got delayed and I got this message:
"We are experiencing delays because we are upgrading to a new and more advanced version of the chip used for DNA analysis. You can expect your results Mar 26 2019 Apr 16 2019. We apologize for any inconvenience."
So they will take 8 weeks minimum from the time that they received my sample. Not too happy with them right now
Dear Janice L.
I'm sorry to read your low star review and I sympathize with how you have not received your results as promptly as you expected.
We are currently upgrading the chip used for DNA analysis to a new and more advanced version and unfortunately, this change will cause a delay of a few weeks.
It is frustrating to have to wait a few extra weeks for results and this concern is absolutely understood. Your feedback has indeed been escalated and we are aware of the issue and are working to resolve it as soon as possible.
Laboratory delays such as these are altogether abrasive during the wait but I can assure you that ultimately, this new top-shelf chip will provide better insight into everyone's DNA research and progress and the value in it is great. MyHeritage believes that all our members will profit in their research progress ultimately with this new chip.
Feel free to e-mail me directly if you have any further question at john.vipsupport@myheritage.com.
Regards
John
MyHeritage Team
The Family Tree Builder works fantastic! And publishing it in MyHeritage allowed me to find some relatives working in the same family tree and it gave us better results in our researches. Support is really good and works.
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Dear MyHeritage member,
I'm sorry to read your low star review. Our intentions and company vision at MyHeritage is to provide the highest form of customer service for our members.
We absolutely value every single one of our genealogy researchers and hope that you will allow us to make up for this disappointing experience you have reported.
Please feel free to e-mail me personally at john.vipsupport@myheritage.com so I may be able to assist you with high priority.
Always happy to help
John
MyHeritage Team