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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 nothing to add, - except I probably will mention "My Heritage" to friends, - in positive terms!
I was called when I could not place and explain the results for myself and was kindly helped by Maor.
Spoke to a My Heritage support member regarding DNA result questions. He was friendly and professional, prompt with responses and answered all of my questions.
I Bought DNA kits a few months after I joined My Heritage and was pleased with how quickly I received my reports and all the information I was given. I was to begin my second year this week. I received an email saying they took $250 out of my banking account, but the pdf file sent with this email said I owed $119 for two years. I Cancelled and asked for my money back it is not good business practice to do this and I suggest everyone watch what they charge you and the invoice they send you.
I spoke with Kiran C from Ireland.
Not only did Kiran assist with my account query she also enthusiastically helped me with guiding me through the method of obtaining additional information. I could certainly hear her smile in her voice. Thank you. Excellent customer support.
It is extremely interesting investigating my family tree and I also find the website easy for me to navigate ********'s all round for My Heritage
Luke answered every questions I had. At the end of the conversation I felt very comfortable in continuing my research on Myheritage. Thank you
I received fast and accurate help from Mark at MyHeritage.com will not hesitate to contact them again.
Tack för hjälpen Lisa i Kundsupporten, för hjälp med att hantera våra DNA-kit!
Ha en bra dag / Jörgen Eneberg Larsson :)
I had two queries. 1. Sync with Family Tree Builder. Was told I had to wait 16 hours for sync to be available. Not sure of the normal procedure if I have entered more people into the online system how to achieve sync. I will have to contact My heritage again to answer this.
2. Duplication of people. This is a problem with Instant Discoveries which will generate the same people within the on line family tree.
After talking with Kiran (Ireland) She was able to explain the complications and I now have the task of deleting all the duplications of which there are many.
Kiran was of great assistance in increasing my knowledge of the system operation and this will help me to correct my online tree.
It took me more than half an hour, to be attended at the telephone. I called because I do not understand how to manage the kit. There was no translation and all I wanted was a translation. I also did not understand if I have to put stamps on the envelope. The girl did not know how much it was. She could not tell me how to use the kit. I do not understand why My Heritage works in other countries when they have no facilities for other lenguages. I really regret that I put myself into this situation.
Dear MyHeritage Member,
I am sorry to read of your experience. I absolutely understand how frustrating it is to wait to speak to a representative and I will do all I can to help. Our aim is to avoid long wait times and we absolutely value every single one of our genealogy researcher's questions and request for assistance. I hope that you will allow us to make up for this disappointing experience you have reported.
Regarding your issue of activating the kit, information on how to activate your DNA kit accompany the kit and can also be found on our help center. Instructions can also be found here: https://bit.ly/2I6FR9H
To ship your DNA sample, place the two vials in the clear plastic bag included in the kit and close the ziplock. Then, place the bag in the enclosed addressed envelope. You may also use a padded envelope of your own. Mail the envelope to the laboratory at your postage expense. The postage price depends on your local postal rates and shipping type you choose. The weight of the padded envelope with the two vials is 10 g.
If you have any further questions, I would be more than happy to assist you. Feel free to email me at shane.vipsupport@myheritage.com
Kind regards,
Shane, MyHeritage Team
På grund av att mina dåliga kunskaper att behärska engelska språket har jag alltid svårt för att kontakta My Heritage. I går hade jag turen att få träffa dig och du gav mig all den hjälp jag behövde. Stort tack för hjälpen och ditt vänliga bemötande.
Top Notch helpline. The help staff (who all seem to have Irish accents) have endless patience and good humor, even with an idiotic old codger like myself.
I had trouble with a 2nd DNA kit attached to the wrong file. The service desk answered my call in seconds, resolved the issue in minutes and I am a very very happy customer.
I asked for help to discontinue my annual subscription. I was pleasantly surprised at the professional assistance I received from Bert. Not only was Bert willing to assist me, he clarified some of my misunderstandings about the website. I had not accessed nor posted info onto the My Heritage site for over 2 years. Bert helped me understand that I would still have access to my account and even helped me to delete another account that was a partial duplicate I'd created long ago. Now I am eager to update and clean up my family tree, thanks to Bert. I have to commend the efficient and friendly customer service I received at My Heritage. Thank you!
There are few things that l have spoken to the service team about if they come true l will more than likely double my tree size
I have spent several months trying to get MyHeritage to help me remove a few people from Discoveries. I had already processed them according to instructions, rejecting or accepting, but they stay on the list.
No one at MyHeritage seems to comprehend the problem and after an exchange of several emails, one of the MyHeritage 'helpers' was downright insulting. I'm taking my tree and going elsewhere.
Dear Eric,
I'm sorry to find your complaint and I would like to genuinely apologize for the treatment you have received.
Indeed there is a procedure for rejecting specific discoveries so they don't appear again, in which you have probably seen, that can be found here:
http://www.myheritage.com/help-center#/path/951695421
On that note, there is always the chance that they may re-appear again for various reasons for example the match discovery source's site manager has re-uploading their tree.
In any case, I would like to investigate with whom you spoke with as soon as possible to ultimately forward it up the chain of command to ensure a better experience for the millions of 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 write to my inbox personally at rafael.vipsupport@myheritage.com so I may verify your registered account and ensure this is handled as soon as possible.
This issue is already my top priority here and I'll be looking for your e-mail.
Sincerely
Rafael
MyHeritage
I had a problem and was not being able to fix. THen I call 0800 Brazil and was extremely well handled my call. Super!
Outstanding customer service in speaking with Dylank. Learned how to better navigate and create specific generation charts. Also learned about different payment plan choices and key features. Very professional and knowledgeable. I'm hooked!
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Dear Kathy,
I regret to find your low star review.
Issues such as these can be confusing and frustrating. I sympathize with your efforts and I will do all I can to help.
There seems to be a bug for this specific issue. I would like to personally find your registered account and report it to the appropriate department to find an immediate solution as soon as possible.
In order to do so, I must first locate your MyHeritage registered account. Unfortunately, I am unable to locate your account under the name you provide here.
Therefore, please e-mail me directly at rafael.vipsupport@myheritage.com so I may begin on forwarding this feedback as soon as possible.
I will be looking for your e-mail.
Sincerely
Rafael
MyHeritage