MyHeritage is the leading platform for discovering family history internationally. On MyHeritage you can explore your global roots, find new relatives, and make amazing discoveries with genealogical search tools.
Start your family tree by entering a few names, and MyHeritage will do the rest. MyHeritage’s matching technologies for genealogical research will automatically find new information for you in a diverse collection of 47 million family trees built by users all over the world, and in a huge database of 20.1 billion historical records.
The historical record collections include vital records (birth, marriage, and death certificates) from 48 countries; census and immigration records; gravestone and burial records; and much more. Learn more.
Scan and improve your family photos with MyHeritage’s AI-based photo features: repair scratched or damaged photos, colorize black and white photos, bring blurry faces into focus, or even animate your photos.
The MyHeritage DNA test reveals your genetic origins across 2,114 geographic regions with a simple cheek swab, and matches you to relatives you never knew existed in MyHeritage’s DNA database of 7.8 million people. Your DNA results are private and secure, and will never be shared or sold.
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
The customer service I received was top notch. My DNA sample was sent back many months ago and I hadn't heard a response. I contacted customer service and Yigal initially told me it may be difficult to locate because I didn't have the tracking information any longer. I thought that is as far as it would go but received an another email from Yigal a few days later and my sample had been located. I appreciated the issue wasn't dropped and was pleased that I got a complete answer.
I was VERY pleased with the help I received when trying to activate a kit. Maya was so patient and helpful!
I was a little disappointed that the response for assistance took 15 days (even for a premium member!
The problem was resolved quickly with the update you suggested, but the long time-lag is not what I would expect. I have had other situations where things were solved in as little as 4 days, but 15 days is a problem.
Maor had wonderful knowledge of the process and guided me with patience step
By step to inquire of my grandmother's information and how to add it to the family tree.
So pleasant to work with and kept encouraging me step by step through the process.
I found the My Heritage software the best for onscreen interaction and without a trial period to worry about. Their support service has been for me outstanding. Both very responsive and solution orientated. Of course they are keen to retain your custom but as a retired person I welcome their reduced subscription offer for a long term commitment.
Vandaag uitstekend geholpen door uw collega Daniel omdat er een verschil was in de Family tree en mijn stamboom heeft hij deze weer up to date gemaakt grote klasse
Apart from my query, I was give the most friendly advise on the current setup that I am using on my site. Shir and Dana went way beyond my hopes. The solution they proposed was incredible, and generous. I thank them most sincerely. Derek Hall
I ordered my kit the first week of November, thinking it would be the normal 6 week process. I received the kit the first week of December (which was ridiculously slow) turned it around immediately. It took 3 weeks for them to even acknowledge they had received it. What was to be a 2-3 DNA extraction in progress, is now 15 days and counting, They have not moved to the next piece of three remaining stages. At this rate I will not have my results back for months and months. DO NOT USE THIS SERVICE FOR YOUR DNA ANALYSIS!
Dear Janet,
Thank you for your review here on SiteJabber.
We apologize for the delay of you receiving your DNA kit. This was due to a overwhelmingly large demand for the kit.
You mentioned that you have returned your samples and that they have also been received by the lab. Once samples have been received by the lab they will then start the DNA extraction process. This process can take up from 4-6 weeks before you results will be available to you which is also mentioned in your tracking page.
Kind Regards,
Dean,
MyHeritage Team.
The people who complain about auto renew are right; once they get your credit card they will bill you forever; I believe they hide this in the small print and fail to notify you adequately before your subscription is up so you can do something about it. They also don't tell you that you can just opt out of renewal; instead they call it "cancel my subscription." Canceling would be fine if you got your money back (or some of it) but if you know you will not get a refund and you cancel something you've already paid for, you would think your money is wasted since you've already paid it so why cancel. Cancel anyway (I THINK you may still get to use the subscription for the term you have paid for). I don't care, I still wouldn't use this website for anything and again this is deceptive. No decent business needs to auto renew any subscription, especially without your explicit permission. If you want to renew, you should be able to choose to at the time it expires or later; otherwise it should lapse. My recommendation if you want to use them (which I don't understand why you would, their information is either worthless or mostly available for free elsewhere) I highly recommend you use a temporary credit card so they can NEVER BILL YOU AGAIN. This was a very expensive lesson for me; I hope others can learn from it. The BBB should give them an F rating. The state they are headquartered in should investigate them for shoddy business practices.
Dear D D,
Thank you for your review here on SiteJabber.
Upon purchase of a subscription at MyHeritage users are sent a "Thank you for your purchase" email. Within this email you are shown how much and for what subscription you have paid for. Also within it is mentioned that after the initial purchase date you thereafter will be charged annually to maintain the subscription and that you can review your subscriptions anytime via your Account > My Purchases page. Within the My Purchases page you have the option to cancel the annually recurring subscription.
Should you require any assistance with your account then please contact the support team from your registered MyHeritage email address to support@myheritage.com and a friendly representative will contact you at the first available moment.
Kind Regards,
Dean,
MyHeritage Team.
They auto-renew your subscription without adequate notification! This practice is clearly to trick people into paying for an unwanted subscription. If they were doing this for any other reason, an email confirmation of renewing would be sent PRIOR to charging your credit card. Once charged, they will not issue a full refund.
So Dean from Heritage just responded with a message that there is a 30 day money back guarantee. Well, why was I not informed of that when I called 2 days after my auto-renewal for a refund. When I called, I was told: "there are no refunds". So, who is lying to me? The person I spoke to even went to his "manager" to see what he could do for me. They offered me a discounted membership - which I will not use.
Dean seems to have gone above and beyond what I expected in resolving this issue. He has issued a full refund and given me some free access for a while. I'll upgrade my review as soon as I see the refund in my account, but I have no reason for doubt.
Update - I received a full refund. Thank you, too bad I had to go through so much trouble but I'm satisfied.
Dear Christopher,
Thank you for your review here on SiteJabber.
Upon purchase of a subscription at MyHeritage users are sent a "Thank you for your purchase" email. Within this email you are shown how much and for what you have paid for. Also within you it is mentioned that after the initial purchase date you thereafter will be charged annually to maintain the subscription and that you can review your subscriptions anytime via your Account > My Purchases page. Within the My Purchases page you have the option to cancel the annually recurring subscription.
With regards to a refund. We do honor our 30 day money back guarantee which is also clearly stated in our Service Terms available to view via the Service Terms link at the bottom of your family site home page.
To have your case looked into then please contact the support department from your registered MyHeritage email address to support@myheritage.com and a friendly representative will contact you at the first available moment.
Kind Regards,
Dean,
MyHeritage Team.
I advised the sales department that because of your painstaking and conscientious
Efforts to help me ( not mention your patience) that I would be becoming
A premium member.
I gladly paind the fee, with the knowledge that they have hired someone
With your expertise.
I thank you again
When they charge you for the coming year, they do NOT notify you until after they charge and they refuse to cancel or refund me. I was charged $230 and called to cancel the service. When I said no, I want to cancel, they simple refused and charged my credit card the full price. Google them carefully and you will find this is a FREQUENT experience. The service is NOT that great and the site is full of bugs. Do not be fooled by the "free trial".
Dear Michelle,
Thank you for your review here on SiteJabber.
Please contact me from your registered MyHeritage email address to support@myheritage.com and also place my name in the subject line. I will then once I receive your email look into this for you.
Kind Regards,
Dean,
MyHeritage Team.
If they charge you for the coming year, they do NOT notify you until after they charge and they refuse to cancel or refund. I was charged $250 and called immediately to cancel the service. They haggled and tried to get me to accept 2 different discounts. When I said no, I want to cancel, they simple refused and charged my credit card the full price. Google them carefully and you will find this is a FREQUENT experience. The service is NOT that great and the site is full of bugs. Do not be fooled by the "free trial". 23andme is no longer associated with them, which is how I came to import my family information to the site.
Dear Paul,
Thank you for your review here on SiteJabber.
Please contact me from your registered MyHeritage email address to support@myheritage.com and also place my name in the subject line. I will then once I receive your email look into this for you.
Kind Regards,
Dean,
MyHeritage Team.
Could not have expected a more pleasant experience. The lady was very patient and exceedingly helpful. She walked me through what I needed to do. SIX STARS
Hi Dean,
I would like to express my utmost appreciation on the very punctual and totally professional way you have handled my financial predicament, it is so nice to know that there are still people in this world who care about the senior citizens. If anyone asks for a recommendation in the world of geneology I will gladly direct them to you, I am so glad that there are still people who are not absorbed in the me, me, me part of this world. Again thank you enormously for your speedy handling of this matter for me, you have made life a lot less stressful for me.
Jim Anderson
At the beginning, the use of the site and the conditions of subscription were - in any case for me - difficult to understand. Since then, I got acquainted with the program and I am really very satisfied. It's fun to use MyHeritage and I was delighted to be able to "feed" my Familytree thanks to all very appropriate Smart matches that I got. There are of course probably always improvements that canbe brought but I am confident MyHeritage work on it.
That being said, I particularly want to congratulate and thank the Support team. I had a small technical problem very recently (of my fault) and I received rather quickly detailed, clear, systematic, complete, well illustrated explanations, in a very professional but friendly message. I had the impression to be in touch with a friend delighted to help me. Thanks!
MT, Geneva (Switzerland)
PS: sorry if my English is not good, I'm of French mother tongue.
Had a great encounter with their customer service the other day. They really did their utmost to accommodate my requests and I ended the call pleasantly surprised by the amount of help that I received.
Sounds like a bunch of BS. After reading the reviews, it certainly doesn't sound very reliable. Also, said free and it's not.
Dear Carol,
Thank you for your review here on SiteJabber.
Please contact me from your registered MyHeritage email address to support@myheritage.com and also place my name in the subject line. I will then once I receive your email look into this for you and assist you with any problems you may be having with your account.
Looking forward to hearing from you.
Kind Regards,
Dean,
MyHeritage Team.
So after I ordered my DNA kit I tracked the order constantly. For some reason all of a sudden it said it was delivered but it sure wasn't. After trying to call the postal service and of course not getting through I kept on calling the customer service. After several tries I finally got through just to find out that they did not deliver anything and that they will send out a new package for me. Than a week later I see that I got an email saying that they refunded my money. The money is of course not on my account. So now all of a sudden I get a call from customer service trying to tell me that I tried to change my address after the kit was delivered. Also not true. I sure do not recommend this company to anyone. Total waste of time and money.
Dear Bashi,
Thank you for your review here on SiteJabber.
Please contact me from your registered MyHeritage email address to support@myheritage.com and also place my name in the subject line. I will then once I receive your email look into this for you.
Kind Regards,
Dean,
MyHeritage Team.
Answer: My issue was the automatic renewal without any kind of courtesy reminder prior to the effective date, as other businesses do. Advising one year in advance is a poor business practice. When I contacted them immediately on the renewal effective date, they refused to cancel and offered me a 25% discount. They eventually gave me the full refund but it was due to me turning it over to AMEX to resolve. I do however agree with the advice to base your renewal on your own personal experience.
Answer: You can find your site subscriptions via MyHeritage homepage - pull-down menu on the right upper corner button "Settings". Then click on "My purchases", and button "Site subscriptions". Click "View details". The details contain section "Cancel subscription". Maybe you can get advice by mail from MyHeritage support team (support@myheritage.com).
Answer: If you are looking to get as many connections to your tree that you can, use My Heritage. If you want flexibility in who is added to your tree, use Ancestry.
Answer: Dear Jonathan, Yes I have the same problem, I wrote to My Heritage and they have still not responded to my request for assistance. They are highly Sloppy and unprofessional in responding to customer request for assistance. Even though they have and excellent Technical Team. Fortunately I have another Computer with Windows 8 as a result of which I am able to continue working with my Website. But recently a few problems have cropped up with the recent upgrade of the My Heritage Program and have sent in a request for assistance and till today 3-5 months later I have no response. Apparently the company believes that they can play games with the customers. I firmly believe that they have somehow gone into self destructive mode.
Answer: Probbably you should like to know what are additional charges - described on MyHeritage site: Help Center > Account and Subscriptions > Subscriptions Whats the difference between a FAMILY SITE SUBSCRIPTION and a DATA SUBSCRIPTION? A Family Site Subscription (Premium or PremiumPlus) entitles you to increased storage on your family site for people in the family tree, photos, videos and documents. A Data Subscription entitles you with the access to billions of historical records in all the collections in SuperSearch. You also get unlimited access to Record Matches, including confirming and rejecting matches, if you have a family tree on MyHeritage.com. In addition, you can save and extract information from historical records you find in SuperSearch or get with Record Matches directly to your family tree.
Answer: If you have any problem with My Heritage you should email support@myheritage and state that you with to terminate the programme. They will tell you how to go about it. Hope that helps Sandra.
Answer: I believe a direct ancestor is someone without whom you would not be here. All your other ancestors are indirect.
Answer: Julija L. A: Probbably you should like to know what are additional charges - described on MyHeritage site: Help Center > Account and Subscriptions > Subscriptions Whats the difference between a FAMILY SITE SUBSCRIPTION and a DATA SUBSCRIPTION? A Family Site Subscription (Premium or PremiumPlus) entitles you to increased storage on your family site for people in the family tree, photos, videos and documents. A Data Subscription entitles you with the access to billions of historical records in all the collections in SuperSearch. You also get unlimited access to Record Matches, including confirming and rejecting matches, if you have a family tree on MyHeritage.com. In addition, you can save and extract information from historical records you find in SuperSearch or get with Record Matches directly to your family tree.
Answer: Hi After posting my complaint about MyHeritage on here I got a very quick response from some one called Dave at the company. He told me to send an email to support@myheritage.com and add the subject Dave: sitejabber. He responded a couple of days later - I emailed on a Saturday - and the auto repeat on my subscription was cancelled and my money refunded within days. Hope this helps.
Dear Megan,
Thank you for your review here on SiteJabber.
SuperSearch includes more than 6 billion genealogy records such as birth, marriage, death, burial, census, military, immigration, yearbooks and other types of records, plus scans of the original documents.
It also includes MyHeritage family trees, photos and members that are public – altogether more than one billion exclusive records from all over the world that in most cases can only be found on MyHeritage.
SuperSearch provides worldwide coverage with content relevant to all countries.
We are rapidly expanding the data sets and plan to grow SuperSearch over time to become the largest international collection of historical documents available online. Around 200 million additional records added on average every month!
It may be that you need to filter your search criteria and you can do this by using the map of the world which then allow you to geographically search for records.
Trusting this has proven useful.
Kind Regards,
Dean,
MyHeritage Team.