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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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My problem started when I tried to add an additional person's DNA kit to my DNA kit which seemed effortless to complete, when I arrived at a "continue", my photo albums opened and I could find no way to enter the second person's activity code, there was however a free phone call number, which I duly dialled and after pushing what seemed like an endless number of number prompts, I was asked for my Account ID Number, I did not have this handy, so opened My Heritage, retrieved my ID and proceeded on with the phone call. A voice responded after a reasonably short length of time, this person on the end of the line was so pleasant and helpful and even giggled along with me at some of my failings. All in all, a very pleasant, and helpful result enabling the completion of my details and that of my other person.
Kayleigh was very cheerful and knowledgeable and was able to help me with my login problem. She also helped with issues involving multiple instances of my family tree.
Je m'inquiétais de voir que mes échantillons ADN semblaient stagner une fois arrivés sur la plate forme américaine. Excellent accueil téléphonique pour me rassurer. La personne m'a expliqué qu'il pouvait s'écouler jusqu'à 44 jours avant que le courrier soit distribué. Quelle efficacité! Quand je pense qu'on ose se moquer des corses...
En tout cas bravo pour la charmante personne au téléphone.
Perfecta atencion telefonica, amable, profesional y muy eficiente. Una de las mejores call center que tuve ocasion de urilizar.
I neded help to understand my DNA treff and etnisitet and how I could look at it on my Heritage side. A very nice nd helpfull lady helped me and took the time to explain it to me
Mon héritage concernant les résultats de l'ADN Il était amical et professionnel, rapide avec les réponses de toutes les questions. Merci
I still have to receive my DNA kit, so after that I will write another review. I do hope that MyHeritage will meet my expectations.
The day after i purcased the dna-analysis, i regreted it. I just called the number on the "help" site. I just told them that i regret my buying of the dnakit. That was ok she said. Very shortly after i got an email from them, whitc told me that my money woud be on my account in 4-5 days. Shortly after i got the same email from pay-pal. I think this is a good standard on personal service on a helpdesk.
They immediately took 2 payments out of my bank. I complained and they said it was normal and the 2nd payment would be refunded in 5 business days. It has not been. Its close to Christmas and that extra $119 was for presents. Would like to cancel altogether and get both payments back. Sure, that'll happen.
Un organized, delayed my result for4 months. I responded to each email I received from Myheritage.com, but never got a respond, they really don't know what they are doing
I am sorry to read you are unhappy with our service so far.
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
I was excited to receive my DNA results! What a waste of money! It shows I have 0% Italian ancestry! My grandparents both were born and raised in Italy and still have family living there. They came to the USA from Italy in the early 1900's. What a waste of money! Sorry I can't leave 0 stars!
Dear Bob,
I am sorry to read you are unhappy with your results.
The MyHeritage DNA test analyzes DNA inherited from both your parents, giving you a range of information about where your ancestors lived before a few hundred years ago. To estimate your ancestral ethnicity, MyHeritage compares your DNA with the DNA of people around the globe whose genetic ethnicity is known.
Our genetic models are based on 42 ethnic groups around the world. This database is constantly being updated and changes may be reflected in your percentages if new regions are added. This is thanks to our Founder Population project, the largest study of this kind ever conducted. For more information regarding the Founder population you can visit: https://bit.ly/2kbE6un
The best part about our MyHeritage DNA is that every time we update our algorithm, your already uploaded results will update too. This means that the more detailed and enhanced our system becomes, your results will follow.
I would be more than happy to answer the questions you have about your results personally. Please feel free to email me at john.vipsupport@myheritage.com
Kind regards,
John, MyHeritage Team
Before 1 year I upgraded my account. This year my card was charged automatically, without my permission. However after I informed them, they responded within a few minutes and sent me back my money. Very good and fast problem solving!
I am Polish living in France, I bought the DNA kit, everything was paid, I send the samples and once it got processed I received the e-mail that my results are ready. HOWEVER I cannot access my results because they say that the results are not available in Poland.
So a foreigner cannot live in another country, have the kit sent and processed if you are not originally from that country? Isn't this the whole idea of My Heritage? To discover what your origins are?
Very disappointed.
Hi Beata,
I regret to learn about your experience.
MyHeritage DNA is currently not offered in Poland as there are some legal challenges related to DNA, and although the distribution of DNA is not explicitly prohibited, or limited only to specific age groups, we prefer to avoid any potential issues.
You wouldn't have any impediment seeing your DNA results in France. I would like to investigate this further for you. Feel free to email me via your registered email address at catarina.vipsupport@myheritage.com. I'd be glad to assist you.
Kind regards,
Catarina
MyHeritage Team
I should have read all terms on DNA package and how results are giving to us. First off, cost of postage-for return of DNA sample should be included in cost of DNA package. A very big inconvenience for the price of package. My fee was only $4 for return via usps, but is very petty and bad customer service. Secondly, too late I realized results are only emailed to client - not forwarded via post office with a hard copy. I already paid for three test kits as gifts and some of these recipients don't email...". What a fiasco that will be. I hope most people read "small print" before purchasing... Just make a buck and that is all your company is interested in. I feel scammed"...
Dear Aubrey,
I am sorry to read you are unhappy with our service.
I do understand your frustrations regarding the mailing of the envelope to the laboratory at your postage expense. The postage price depends on your local postal rates and shipping type you choose. As there are a number of ways in which our members choose to return their envelope and the different postage procedures around the globe, at this moment, we cannot offer one standard return solution.
Regarding receiving your results, we do not send a copy of your results by mail simply because MyHeritage DNA results are subject to changes as we improve our DNA matching technology, add new ethnicities to make our estimates better, and develop new features. The online format of your DNA results allows us to update you from the moment adjustments are made, so you can enjoy viewing your results over time. If those were provided by mail, they would eventually become outdated.
Although your results are only available online, you have the option to share them and print them. Instructions on how to do so can be found on our Help Center.
If you have any further questions, I would be more than happy to answer them. Feel free to email me at shane.vipsupport@myheritage.com from your registered email address.
Kind regards,
Shane, MyHeritage Team
I know there's number of genealogy software with much wider functionality but unfortunately they all were written with old technologies and cannot be really used online alike to social network. MyHeritage has limited genealogy functionality (in comparison with old-school professional systems) but up-to-date interface and great tools for discovering documented information makes it all.
Frankly speaking support might have been working quicker for the paid account. I believe in 2018 professional service desk built by ITIL guidelines is a must for worldwide business.
Anyway I wish them success so that stability will never be a subject, functionality grows to address all types of genealogy problems and support works smoothly. Good luck!
Talking to Lisa really made a lot of questionmarks straighten out. I have been a member for two years now and been helped a lot of times.
Hi. I registered for membership with MyHeritage on 10-20-18, and I spoke to Daniel, I believe. I am fairly unsure about doing a lot of things on a computer. I tried unsuccessfully to register on my own and couldn't do it. I got Daniel again, and he was extremely patient and helpful with me. I had a lot of problems accessing the screens that are needed to register, but Daniel displayed a lot of calmness and patience with me. What should have taken a few minutes to complete took me 46 minutes, but he stayed with me throughout. Finally, I got registered and ordered a DNA test. I just want to thank this amazingly patient guy for all his help. Susan C.
A great help, a live person who was patient, understanding and helpful,. This is a rarity.
Today. He straightened me out on forgotten passwords and email addresses. Truly enjoyed getting results as this old man doesn't understand all I know about computers.
The help section actually is helpful.
I had trouble downloading the data obtained from another company with whom I did a DNA test. After phoning the company support department, I got the most helpful person who did her best to help me with this issue.
Estoy muy contenta con la atención recibida por Joy, una persona muy agradable. Tenía un problema al meter los miembros del árbol y al estar las dos conectadas al mismo tiempo, ella me ha guiado por los pasos que tenía que dar. SOLUCIONADO
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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 Pat,
I regret to hear about your experience and I'd like to help. Usually, when there is a refund, the money is back in the user's bank account within 10 business days. This time will vary depending on the bank.
MyHeritage is a refund friendly company, Pat, so please feel free to email me so I can personally assist you. My email address is elena.vipsupport@myheritage.com
Kind regards,
Elena, MyHeritage Team