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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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While I really enjoyed using My Heritage to find out a great deal about my family, I was no longer using it. I thought I had cancelled but was somehow billed anyway. I was expecting a big run around and hassle. Instead, I got my wish quickly from a very friendly lady named Joy.
I can not thank the support team enough, calling back on a Sunday to check if everything were in order again - that was something I never have expected before - a multitude thanks-
Shoham has the patience of an angel, listened to my story, guided me efficiently through all the available options and was a pleasure to work with.
The person I spoke with was very helpful in explaining why my DNA on My Heritage was different from my DNA on Ancestry, she made me realize that DNA is not an exact science after all and although we are closely related, we may not have the exact DNA that our parents or siblings have.
I have been so confused my whole life being told different answers from different people, Now i can find out the truth.
The staff are so helpful and polite helping you in anyway they can, i love how its done through an app and it keeps you updated on where your sample is.
I would definately recommend my heritage.
I inadvertently took out a duplicate subscription to MyHeritage.
Refund was processed promptly and without fuss.
Great company to do business with.
Godfrey A
I called US customer service because I had an interesting family history, where I found out that cousins (generations ago) of mine (on separate sides of the tree) married (they were not cousins at the time, or if only by marriage), which resulted in them being duplicated in the chart. We tried one way to fix it, and after hanging up, customer service called me back because she found a better way. She consulted with a colleague and looking at my chart, they were able to advise me how to handle it. I liked that she walked me through it step-by-step, and she was able to open my chart and see it real-time so we knew when problems were solved. She was so helpful! I won't hesitate to call again if I run into any other problems or interesting documentation.
Efa, Chloe, Zeon, Megan asst me in finding a temp password, so I could enter my activation code of my DNA kit and to get my account number. All four we professional, knowledgeable, and patient with me.
I had issues with a charge on my account. The person in customer service was extremely helpful and sorted out the issue with speed, courtesy and went above and beyond. Thank you Chloe. I recommend My Heritage.
For the last year I have had a fully paid subscription with My Heritage and today I had to call and let them know that because of financial reasons I could no longer continue my subscription. They were lovely about it and told me what I could still do. Everything I have on my tree will still be accessible, I just can't add anything new. That is great.
My representative, David, from Cork Ireland, besides being delightful to listen to, helped me in a number of ways. First, he resolved my first problem. A kit that I sent to my sister as a surprise gift was thrown in the garbage, as they thought it was some kind of promotion. He saw that it got replaced for free.
On another site my ethnicity was 45% Italian, and here I had no markers for being Italian, although searches showed Italian names back to the same place for centuries.He explained about the testing markers here were different and how they worked.
He also helped me narrow down the search for my mother's family for which I have had no results.
Hi, i live in mexico and i pay for the kit and i never received your kit, a really was waiting because i am interest in may adn and where i cam from... but was not possible, after 3 mounts i pay i decide have back my money... in mexico it is no possible receive your kit... tank you... by
Was locked out of my account after only a few months by expired password (B. S) and not allowed back in. Not one hit of any sort on my ancestry before being locked out. Constantly bombarded with email offering to sell me more of a bad thing to this day
Dear Tony,
I'm sorry to learn about the experience you describe above. I would be more than glad to help you reset your password and to guide you opting out of the unwanted emails. Please email me via your registered email address at "catarina.vipsupport@myheritage.com".
Kind regards,
Catarina MyHeritage Team
Thank you for refunding my subscription for this year. I do appreciate your willingness to respond to my request and your personal service. Please delete all my credit card details from your system. Thank you. Liz
Dear Elizabeth,
I regret to find that you were charged for an annual membership without knowing of the annual membership charge and I will do all I can to help.
Firstly, 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.
Your MyHeritage member experience is very important to us and we really do value the satisfaction of all of our members.
We do currently have a large influx of our many MyHeritage members writing to us with various questions and at times, we may not be able to get to your questions as quickly as we would like to and I genuinely apologize for that. But therefore, I would be happy to assist you personally with canceling your membership and issuing you a full refund. In order to do so, I’m going to need to locate your account.
Please send me a message from your registered e-mail address at john.vipsupport@myheritage.com so I may assist you with this as soon as possible.
Kind Regards,
John,
MyHeritage Team
Still waiting for my DNA-Kit.
Ordered it on September 2nd and phoned my heritage twice. They always said it`s on the way and now we have September 29th and I have not recieved it
Dear Kurt,
I’m sorry to see your low star review and I apologize for the delay on your DNA kit delivery.
Please allow me to look into it for you. Just email me your account ID or registered email address at elena.vipsupport@myheritage.com and I’ll be happy to assist you further
Kind regards,
Elena, MyHeritage Team
My husband bought me a kit in 2017. I received my results just fine. The other day i tried to sign back on to look some info up and my results have been removed from the site. It now asks me to buy a new kit and also keeps asking me to sign up for a monthly subscription for $15. I tried to call and ask but the phone system knows i don't pay monthly for my account so it will not connect me with a rep to ask where my results are that we paid for. I tried emailing them twice and no response. I assume they wont read emails linked to accounts that don't pay a monthly fee. Use any other DNA company other than My Heritage DNA!
Dear Chyra,
I’m sorry to learn about your experience and I’d like to make it right for you.
Please email me your account ID or registered email address via elena.vipsupport@myheritage.com at your earliest convenience. I’ll be more than happy to personally assist you with this matter.
Kind regards,
Elena, MyHeritage Team
I was on the verge of testy today when I called MyHeritage. Frustrated with the phone tree because I *knew* I had paid for a subscription but I couldn't get in because it didn't recognize me.
Because of that and the problem about which I was calling, I figured I had 2 accounts under 2 different email addresses, and that turned out to be true. The customer service agent -- DylanK? -- helped me through the whole thing, making the switch incredibly easy. After the earlier frustration, that was a relief. He was patient and not condescending. Thanks, MyHeritage!
I had to cancel my order for personal and economical reasons. I contacted my herrutage via email. Although it took them three days to reply they canceled my order and i got my refund. Those three days were stressful, cause i wasnt sure if they would cancel an already sent order but thankfully they did.
I signed up for the wrong plan this weekend. When I called I was able to switch to the right plan with no problem. Lovely gentleman and a pleasure to work with. He even gave me a free months access to the data plan. I'm looking forward to using this site to perhaps break down a brick wall or two.
I have been a user of MyHeritage for about 6 months and for me it is like an addiction. I can't wait to get to the next grandparents and find out a little about them. On one branch I have reached the 1100-1000 and in Wales their names were completely different like "Llywarch" or "Gronwy". I suppose they are in the Welsh language. Plus I found a Baron and a Viscount (whatever that means). But I found them in the wikipedia with a photo. I think I look a little bit like him. It's all very easy too. With millions of users with some of the same ancestors makes it all easier. I tried to download the photo but it said it has to be 300 x 300 pixels (whatever that means) You can see it at https://en.wikipedia.org/wiki/Sir_James_King,_1st_Baronet
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- 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 Vittorio,
I’m sorry to read about your experience with your DNA kit delivery. MyHeritage delivers DNA kits worldwide, including Mexico. Sometimes there can be postal challenges that are out of our hands, but we’re always happy to send a free replacement kit if needed.
If you’d like further assistance, please do not hesitate to contact me via elena.vipsupport@myheritage.com and I’ll be happy to personally assist you.
Kind regards,
Elena, MyHeritage Team