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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.
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I ordered an ADN kit to be delivered to my address. I got an e-mail from a delivery service (GLS) confirming my kit had been delivered to another pick-up point, without giving me the address! After 1 hour waiting on the phone, I contacted My Heritage to ask for assistance. Their only assistance was to cancel my order without my confirmation.
Appauling service, stay away!
I needed help with my products. Called support and a very polite and thorough support person guided me through it. Perfect service with the right attitude.
Jede noch so einfache/ dumme Frage wird mit viel Geduld beantwortet, ich kann my heritage jedem empfehlen, der an seiner Familiengeschichte interessiert ist!
Von was very helpful, polite and patient. He answered all my questions and explained clearly how the site works. I did not have to wait for him to get on the line, it was almost immediately.
I made a mistake and in trying to correct it deleted about 700 years of genealogy from the 17th century back. I was nearly in tears when I called and Mark C secured my call and with a few helpful suggestions got me right back to the information I thought was lost. I was so grateful for his help. I have found my investment in MyHeritage.com to have been worth the cost, and the 24/7 help to be excellent and delightful.
I had to unfortunately have an refund issued and called customer service, who are open 24-7, and the refund was issued very easily, I did not have any problems or stress at all which normally happens with most companies. The man I dealt with was most polite and I was quite happy with everything!
This young man was very polite and pleasant to talk to. I shared that I was a senior citizen
And this is my first time doing this so he helped me understand the activation process and
Testing process as well as the family tree set up on my web site. Thank you so much for training young people to be so patient with us old folk (smile). I do not know how to add a photo as stated below but my account number is *******.
Precies zoals beloofd werd ik heel snel geholpen nadat ik mijn accound gegevens ingevoerd had. Op een rustige manier met een goede uitleg is mijn vraag besproken en naar tevredenheid beantwoord.
Having 1300 members in my tree I had only 670 mentioned in my book when editing. The reason and explanations have been given to me and investigations can be done now via the LIST menu to identify and CONNECT the NON CONNECTED members in my tree, knowing that i use mainly the SMART MATCHES, the DISCOVERY and Geneanet/Family Search possibilities... Very Helpful telephone call (Sorry for my english - I m a french citizen). THANKS!
I could not believe how many 3-5th cousins are out there! Seemed distant til I realized my first and favorite cousins' grandchildren are my third cousins! Not distant at all. Kudos to your research and DNA match bases for providing such a wealth of information, whokeeps each website, how to get in touch, Preceless!
I had an incredible experience with the service when requesting the cancellation of my subscription. The person who answered me was very helpful and resolved my request in less than a minute. He sent me an email with the solution right away. Congratulations on the quality of the service!
I´m a heavy user of MyHeritage for more than ten years. Technical support is very expedite when I have required. I highly recommend MyHeritage to all who wants manage their family history in a secure way.
I had an unfortune when ordering my DNA-kit to misspell my e-mail address. I called the support line and came finally to a sweet and helping girl who fixed the problem in one minute.
The waiting was very long (10 mn). But I had a very warm welcome from Melissa. She was joyful and nice. And she helped me with my issue. A big THANK YOU for your assistance. Cheers
The agent through the email was very friendly and helpful, also was very quick in response.
Many thanks.
Placed a order as a Christmas gift for my mother in law, website froze and kicked me out, called customer service was told no order went through and to go ahead and place another one well got email confirmations that both went through. Called customer service immediately and they refused to help me because I put the account in my mother in laws name, even though the shipping and email belong to me. Was told the only thing I could do was try to email which I did and still waiting on a response. Horrible experience.
Dear MyHeritage member,
I'm sorry to read that you are having this issue.
Privacy is a very important thing for MyHeritage and usually, there are barriers preventing site members access to specific actions in ones billing account. In most cases, these actions can only be controlled by the registered MyHeritage site manager.
That said, a duplicate charge such as you report can be refunded by all means and I'd like to personally help you with high priority to ensure your refund is received. In order to do so, I must first verify and locate the MyHeritage registered account and account holder.
Therefore, please e-mail me directly at rafael.vipsupport@myheitage.com so I may locate the charge and refund it as soon as possible.
I am absolutely here for you and will be looking for your e-mail.
Happy Holidays!
Sincerely
Rafael
MyHeritage
I found the site very difficult to navigate, In fact, it was simply frustrating. I have called the help desk twice. The first had to do with an inaccurate zip code. The second had to do with activation of my purchase on line. The person who helped me was very helpful and patient. Thank goodness, there is a human being at the end of the line who understands!
An associate at MyHeritage named Nir helped me with my problem. He is knowledgable, efficient, and was quite patient with me. I could not find the over 50 family stories I had posted of the years. It sounds easy but turned out to be more evasive than it appears.
Nir was great and kept me informed, timely.
2 kits envoyés au laboratoire. 1 seul reçu au bout de 3 semaines. Le 2ème pas encore... d'où mon appel. Pas de panique toutefois ( quoique...). La conseillère m'a dit que les échantillons pouvaient prendre jusqu'à 44 jours pour arriver au labo'... ( pas 44 jours pour être traités, mais 44 jours pour être reçus et réceptionnés...), donc il va falloir s'armer de patience... mais curieux que le 2ème échantillon envoyé le même jour depuis la France ait, lui, 1 semaine de $#*! par rapport au 1er. Bémol aussi concernant l'attente sur la hotline... 10 minutes c'est trop long...
I had some problems regarding the delivery of a DNA kit. The phone service of MyHeritage was fast, friendly, competent and really helpful. Thanks!
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- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Dear Andrew,
I am sorry to read of your experience so far.
Shipping issues such as your case can occur which are unfortunately outside our control. 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