On Sitejabber, businesses may not offer incentives or pay to remove reviews. Learn more about our Review Guidelines.
From the business
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
We monitor reviews for authenticity
Customer service call was a excellent. Megan processed my request very efficiently. Overall it was Impressive.
The gentleman I spoke to at MyHeritage Support was very polite, listened to everything I had to say, and was extremely helpful in resolving my issue. I was very pleased with the outcome.
I experienced a problem with a charge to my account, so I contacted customer service. My concerns were investigated promptly and courteously. The resolution of the investigation was forthcoming and the charge was dealt with properly. All the while, the professional manner with which I was treated was exemplary and much appreciated. Matt was my contact person, and I think he deserves all the praise for being a fine representative for MyHeritage.
Laurie from My Heritage Support Team is awesome. She was always professional and resolved my issue in a timely manner. She kept me informed throughout the whole process. I'm glad to have her on my side. Laurie, you are the best. Thank you.
I have bought 5 DNA kits from My Heritage and have had several inquiries regarding how their product and site works. Their customer service and genuine assistance is of a very high standard, thank you My Heritage!
As far as paid genealogy sites go, MyHeritage is probably the best. The graphical interface is excellent and the matching is often quite useful. The downside is the same as for other commercial sites - basically your ancestors are being held for ransom. Communication with users is restricted to those with paid subscriptions so, if you want to interact with others, MyHeritage is probably not where you want to be.
Overall, it is a good place to conduct research. Some of the free sites (Wikitree comes to mind) are good places to post the finished product but are not conducive to actually DOING genealogy.
And again the help offered was willing, friendly and useful. Two questions solved satisfactorely. Thank you Maja. Continue this hight level. Until next time, I would say! Jos
As we are in our seventies, my husband and I are not very techie. But your excellent software is a pleasure to use. Only when I wanted to merge my family tree with my son's did I get "stuck". Your helpline was absolutely briliiant in sending clear instructions. I have also spoken to My Heritage phone Helpline, and that was brilliant too... it was friendly, and easy to follow. My tree now has several hundred people in it, and goes back to 1550. We could not be more delighted.
Marilyn Morgan OBE
*******@myheritage.com
Dear Rafael
There is a misunderstanding. According to your answer, I will try to explain.
Dear Fausto,
Thank you for taking the time to write to us. My name is Rafael and i will do all i can to help.
Respond
It is absolutely understandable to be concerned about this but I guarantee you that your research is ensured to be replaced if found lost in the mail.
Fausto
Understandable to be concerned about this - my problem is I've sent, according the instructions, my samples to USA address. But the samples had return to my address because of Brazil's regulation for exporting biological material. That`s due to the Brazilian Mailing Regulations.
Respond
DNA kits have become was a very popular Christmas gift. It is true to say that around the holidays the post office is swamped with all sorts of mail and packages to reach their destination before the holidays begin. With DNA kits coming from Brazil, I have seen a slight delay in receiving kits for various reasons.
I have seen a slight delay in receiving kits for various reasons -
Fausto
It's still with me, it's not a delay. They return to my address.
Respond
Your question is a very popular one and if you do not see it as received online, it more than likely means that it has yet to be scanned. It more than likely is in our backlog and is just waiting to be scanned.
It more than likely is in our backlog and is just waiting to be scanned. -
Fausto
Not possible. They are with me.
Respond
I can send you a replacement without question, but I'm hesitant to do it because I think your set will be processed soon in my experience. If I would send you a new set, you would probably have to wait a lot longer and take the test again, so I do not recommend it. It is ultimately your choice.
If I would send you a new set, you would probably have to wait a lot longer and take the test again -
Fausto
That is one of my questions. I pick the samples in December 10. If I send it again, should be by your My Heritage Brazilian Collection Center, which I think is at Campinas, Sao Paulo, Brasil. But I don't know the address of this Center.
I was informed that by a friend who have done the DNA test.
For how long the samples still suitable, I mean, how long the sample's validity?
Respond
Please feel free to e-mail me directly if you have any further issues with this specific kit at *******@myheritage.com.
If you run into any further issues, by all means, please don't hesitate to reply. I'm here for you.
Kind regards,
Rafael
MyHeritage Support team
www.myheritage.com
To visit our Help Center, click >here<
Kind Regards,
Fausto
Please so send to me a refund or a new kit with the right instructions.
As you said - I can send you a replacement without question.
OK
During January 6,2019, I phoned and discussed a confusing and very trying matter with technical support staff at MyHeritage. My web browser was not displaying information that I was certain was stored in my database, and I had convinced myself that the problem lie in some kind of a configuration problem or other malfunction at the MyHeritage site. Not so! In short order the problem was diagnosed by the technician who tackled my problem to be one of my own making, so to speak, and, step-by-step, he quickly and cheerfully marched me through the steps I needed to take to clear my extensive record of browsing data from the browser that I use. Problem solved! Thanks so very much, Aidan! During those five minutes, or so, you solved my problem and you did more public relations work for MyHertiage than you can possibly imagine.
David Murphy went above and beyond to help me. He was very proactive and had a backup plan, something we don't find in customer support today.
Did have a family tree on My Heritage. Suddenly I could not fins it Anymore. Phone Heritage help line and got an answer from a machine telling me there is no customer service for unpaid clients. What a load of CRAP!
Dear D P.
I am sorry to read you are unhappy with our service.
We value the satisfaction of all of our members and strive to offer a first class service to our members. I would like to investigate your case personally, please send me a message from your registered email address to shane.vipsupport@myheritage.com and I will be more than happy to help you.
I look forward to hearing from you.
Kind regards,
Shane, MyHeritage Team
Thank you. Always I have great experiences when I call MyHeritage Customer Service. Today, the person was just awasome, very polite, accurate and professional. Thank you again!
Obwohl meine englisch sehr mangelhaft ist, hat du sterben englisch - sprachige Dame am Telefon (? Brigitte) mit großer Geduld sehr geholfen. Sie war immer freundlich und geduldig und wir konnten alle meine Probleme lösen. Vielen Dank!
Jag är mycket nöjd med bemötandet och den snabba hjälpen jag fick föratt lösa mitt problem, Jag kan varmt rekommendera My Heritage
My heritage is the worst, I would never refer this site to anyone! Does not match other sites and renews without advising you!
Dear Janice,
I'm sorry you feel this way.
I must clarify that MyHeritage informs all of the annual charge and its price on the automatic e-mail that is sent out after you enroll in the membership and after every renewal. 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.
We 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 happy to assist you personally with canceling your membership and issuing you a full refund if you've incurred in an unwanted subscription with us. In order to do so, I’m going to need to locate your account.
Please e-mail me directly at catarina.vipsupport@myheritage.com from your registered e-mail address so I may assist you with this as soon as possible.
Kind regards,
Catarina, MyHeritage Team
J'ai eu quelques temps avant Noël avec une synchronisation entre « mon patrimoine » et le site internet. J'ai donc envoyé un message expliquant ce problème. Mon retour du réveillon de Noël en famille quelle était ma surprise de constater que tout était résolu. Bravo à l'équipe.
Brian S. Was very knowledgeable and helpful about managing the content I had on 2 separate My Heritage accounts and updating it most efficiently. He was courteous and patient with all my questions.
I made a mistake, in the plan I took and the payment method; but the customer service representative was very kind and straightened it out in minutes. Great customer service.
The man I spoke to on the phone in Ireland was absolutely fantastic to talk to, he was so helpful and understanding, he made me feel that my problem was his problem, he did everything to solve the problem, I enjoyed talking to him so much, I cant remember his name but I will not forget him in a hurry, thanks once again, Phill Price, Gloucester UK
- 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
- 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 Fausto,
I'm sorry to learn about the problems you've come across to send your DNA samples.
After checking your account I see that you've already been in touch with our Phone Support team. However, I've escalated this situation with high priority. You will be contacted via your registered email address for further follow-up.
In the meantime, if you have any questions please feel free to contact me via elena.vipsupport@myheritage.com and I will be happy to personally assist you.
Kind regards,
Elena, MyHeritage Team
*** Portuguese Google Translation ***
Caro Fausto,
Lamento aprender sobre os problemas que você encontrou para enviar suas amostras de DNA.
Depois de verificar sua conta, vejo que você já entrou em contato com nossa equipe de suporte por telefone. No entanto, escalonei esta situação com alta prioridade. Você será contatado através do seu endereço de e-mail cadastrado para posterior acompanhamento.
Enquanto isso, se você tiver alguma dúvida, sinta-se à vontade para entrar em contato comigo através do elena.vipsupport@myheritage.com e terei prazer em ajudá-lo pessoalmente.
Atenciosamente,
Elena, equipe do MyHeritage