I've been in contact with the customer service several times now, and they've always done everything in their problem to help me. I would absolutely recommend this company, they take care of their customers.
Nicole took a lot of time with me in separating my sisters account from mine and correcting mistakes that all first timers make. If you want to have the full tech support pay the extra money to get the premium plus deal.
Maya pointed out various options of solving problems I had, very patiently.; and volunteering to help with any other queries I might have. This was a much more pleasant and useful experience actually talking to someone, than reading answers on "help" pages, which always tell you basically what is already known and do not answer. The query. I feel reassured that such assistance is available. I
Sent a request for support on 1st April, each question took a week to respond too, now today 29 days later my support request has been closed without resolution, being a Premium member spending over £100 a year i expected better service.
Don't buy a subscription if you use a Mac, the Family Tree builder doesn't work fully.
Angry customer of 6 years...
I was keen to do a DNA test so I paid £40 for the kit and signed up to the 1 month free trial. They deliberately waited 3+ weeks to send the kit which was their way of getting me to extend my free trial and pay an annual subscription fee. During the free trial period I tried to create a family tree and none of the records available were accurate. Absolute con artists.
Dear Helen,
We sincerely apologize for any inconvenience you may have encountered during your trial period with our DNA testing service.
I'd like to clarify that at MyHeritage, we occasionally offer promotions, including discounted DNA tests with trial memberships. Trial memberships are provided for individuals to assess if there is relevant data available for their specific research areas. The trial membership you mentioned can be canceled at any time by simply logging into your MyHeritage account, clicking on your name in the upper right-hand corner of the page, and selecting ‘My Purchases’. There, you will find the option to cancel the paid membership and continue with a free basic subscription, incurring no annual charges. If you forget to cancel, MyHeritage still has you covered, as we guarantee a refund if you are not satisfied with your membership within 30 days from the initial purchase date of the subscription. We are committed to continuous enhancement and will take your concerns into account as we work towards providing a better genealogy research experience.
At MyHeritage, we strive to provide our premium members with a comprehensive suite of features to enhance their family history research, and there are several different types of memberships available. The Premium plan includes features such as adding to a larger family tree and matching to other trees in our database. If this specific membership does not align with your research goals, the Data Subscription provides access to billions of historical records that are continually growing to enhance your research capabilities.
I'm sorry to hear that you have not been able to fully utilize your membership. I would like to assist you further and ensure you are able to make the most of all the benefits included in your membership.
Please feel free to contact me directly at rafael.vipsupport@myheritage.com. I would love to delve deeper into your research goals and provide tailored assistance to ensure your needs are effectively met.
Sincerely,
Rafael
MyHeritage Support Team
Update -- myheritage did issue a refund to me after posting this review. I still think they should notify customers of upcoming renewals, and make it easier to access your credit card information.
For all the complaints I see about ancestry.com billing practices, at least they send you an email notice that your renewal is coming up, along with how much you'll be billed. Myheritage.com, on the other hand, can't be bothered with that small courtesy. Yes, I know, they'll say it was my fault, I didn't watch the renewal date. Still, a notice shows you value the customer. In addition, there appears to be no way to remove my credit card information; their help pages say customers were sent login info for a third-party site, but I never received any such thing.
Dear Nan,
I'm sorry to read the bad review have given Myheritage and will do all I can to help.
MyHeritage does inform everyone 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 cancel an annual subscription and remove your credit card information at any time when logging in to MyHeritage from the My Purchases page and incur no annual charge.
Furthermore, We are a refund friendly company and if you are unhappy with your purchase, our terms and conditions clearly explain one may cancel within 30 days and get a full reimbursement.
I'd like to assist you with the billing issue you report but In order to do so, I'm going to need to locate your account.
Please contact me via e-mail at rafael.vipsupport@myheritage.com from your registered e-mail address so I may assist you with this as soon as possible.
Looking forward to your reply.
Kind Regards
Rafael
Myheritage
When you can't get it done by yourself, there's always someone there to help. I was having difficulties activating the product but the service representative helped me get back on my MyHeritage website.
I did not sign up for the data subscription or any subscription for that matter. Next thing I know $165.99 was taken from my account on March 14,2017! I have called the New Zealand office countless times with no answer but a machine telling me to call in between business hours... But still no answer, EVER! I have sent emails to *******@myheritage.com which it recommends to do if I have any refund requests. The refund policy allows a full refund if completed within 30 days of the payment made. What the hell! Its been 3 days and nothing! Do not sign up for this site! Don't record valuable information like your family details on there either. Who knows who is using the information we give! To this Dean fella who keeps responding on my heritages behalf. You'd better give my money back! This is not okay doing this!
"If a privacy breach is suspected, e.g. one relative posts the details of another relative without permission, the company deletes any data as requested by its owners within 1 to 2 business days. " no, they just forward the complaint. I found 2 breaches of data theft. Be careful with using this company. Also, co which owns this co recently bought geni.com and converted all lifetime subscriptions to 5 year memberships.
Tried free trial for one hour. No information on our family members was found. After free trial they automatically deducted for subscription. When you follow customer service steps to stop subscription and refund the credit card it just keeps replying send phone number. I have done this several times. I believe it is a scam.
Dear Jeanne,
Thank you for your review posted here on SiteJabber.
I can assure you that MyHeritage is not a scam site.
I understand that you have been charged for the continuation of your Data subscription after your free trial period of either 7 or 14 days.
This did not happen without your consent and was also mentioned in the email you received from MyHeritage upon commencement of the free trial. Having said that I invite you to contact me at support@myheritage.com from your registered MyHeritage email address and I will be more than willing to assist you with any problem you may have. Please also place my name (Dean) in the subject line of your email so that you will be forwarded directly to me.
Looking forward to hearing from you.
Kind Regards,
Dean,
MyHeritage Team.
Hi. I think My Heritage always have been very helpful. They send relevant information about birthdays, updates on relatives etc. It is also a great tool to get a clear picture of my family generations back! Keep on!
Christian
Overall this is a very powerful tool for visualising one's family history. Smart matches from other people's trees constantly lead to more details and interesting new branches. This is a complex suite of programs including many options, such as adding photos, biographical facts, but also tools for checking the validity of the data.
On the negative side, I find the navigation inconsistent and far too complicated. The totally different views available through local apps and the website add to the difficulty in finding one's way around. Also, correcting errors, such as merging inadvertent duplicates, is not easy.
I have been using My Heritage now for some 4 years and have found it very intuitive to use with great data entry features such as auto complete for many fields, great search capabilities, backup options as well as display and edit capabilities covering all information types one could need.
User guides are clear and easy to follow and when I recently had a technical problem, my query was promptly and efficiently answered using emails.
Perhaps the only thing that I find somewhat limited is the ability to print several people in a chart format on A4 size paper.
Never received DNA kit after it was promised for two weeks. Showed that it shipped but didn't called. Answered "we are not receiving calls at this time!" Called my credit card to dispute. Was settle in about one hour!
Tried 7 day free trial and cancelled it 2 days later but they still billed my credit card for a years subscription. Have complained via their support desk but only get computer generated replies. They need to address complaints with personal replies and good outcomes.
Dear Brian,
Thank you for your review here on SiteJabber.
I invite you to contact me via support@myheritage.com from your registered MyHeritage email address. Also if you would be so kind as to place in the subject line "Attention Dean", this will ensure that you are forwarded directly to me and I will personally look into your case for you and provide you with the assistance you require.
Thank you for your cooperation and I look forward to hearing from you.
Kind Regards,
Dean,
MyHeritage Team.
ODD DNA Question
I called with an off-the-wall question. Not just ancestor related, or how to do something. I wanted to know if my DNA profile might be affected by ingestion of a particular medicine.
I spoke to an actual human being, not a computer.
The person was respectful, knowledgeable, patient, and very helpful.
Normally I could not be bothered with these requests from "Corporate" for a review of their services, but this person impressed me so much that I hope a maximum star rating will result in a boost in their work situation.
I must also mention that the 24 hour accessibility is greatly appreciated.
MyHeritage seems to really know what and when their customers might need, and are more than willing to help.
Didn't actually find the site the easiest to use but research engines etc do the job well. Was not happy that there was no reminder re fees due and because of this I was "in the red" with my bank!
On-line Help desk was prompt when needed and answered my problems.
DNA - well I'm not so sure but ancient ancestors did travel more than we thought, would love to have other relatives results for comparison
Hi Glynn,
We value your feedback and appreciate your star review.
I do regret to find that you were unaware of your annual membership and I'm sorry for the misunderstanding. Our data collections includes over 6 billion historical records and is constantly expanding, but it is possible that the information you are looking for is not yet listed in our records. This is why we provide a free trial period and a money back guarantee for users to try out our collections in a trial period before your annual membership begins. Myheritage informs everyone that enrolls in an annual membership of the charge before in the automatic e-mail that is sent out after one enrolls in the membership. Also, one may view the status and cancel an annual subscription at any time when logging in to MyHeritage from the My Purchases page and incur no annual charge.
In regards to your DNA results, Indeed, many of our members benefit from other research tools we provide that is integrated with their DNA results such as DNA matching, ancestral surnames and comparing matching family trees to help understand their family story. DNA matches compares data from autosomal DNA tests results and family trees to identify matches between users that indicate a family relationship.
It allows people who have already tested their DNA through MyHeritage DNA, 23andMe, Family Tree DNA and AncestryDNA services to enjoy MyHeritage’s exceptional matching capabilities for their family history research, and get greater value from their DNA test results.
If you are in need of any help with your research, please feel free to email me directly at rafael.vipsupport@myheritage.com, I would always be happy to help you.
Rafael
Myheritage
Let me start off by saying that I am a writer. I love genealogy, and I'll often spend hours making fake royal families and the like using MyHeritage. Plus, it's a whole lot of fun.
I wanted to get started on a new project today, only to be met with all of these dialogue boxes asking me to log in, etc etc. Now I can't even get into the "create a new family tree" screen without the product freeing up and crashing!
Edit from the future: I finally got it to work. AFTER AN HOUR. This isn't okay.
Dear Julie,
I regret to find you are having issues with logging in.
Issues such as these are unusual but very important to us and I would like to look into why this is happening to you.
In order to do so, I must first find your MyHeritage registered account.
Therefore, please e-mail me directly at rafael.vipsupport@myheritage.com so I may assist you with this with very high priority.
Kind Regards
Rafael
MyHeritage
Honestly overpriced for the vague information they return. Also, as others have said, return envelope is not pre-paid anywhere, so you're sending off DNA samples in a padded envelope with no tracking unless you pay for that yourself. My results were super vague and useless tbh. I used the website to build my family tree during a free trial and now I just get tons of upgrade emails all the time. Asked for a return/refund before submitting my kit and was told it was impossible once it was shipped out. If you're thinking of impulsively buying this for you or your family, don't bother.
Dear Flaming,
I’d like to personally assist you further. You are welcome to contact me via email with the details at Nikolina.vipsupport@myheritage.com, along with a direct link to this review.
Looking forward to hearing from you.
Kind regards,
Nikolina, MyHeritage Team
MyHeritage paid subscriptions problem.
Internet full of comments of people which suffered from unauthorized paid subscriptions initiated by MyHeritage.
I have same problem yesterday, they charged me at 120 Euro.
I am wrote 4 letters them and this is not what I want to do in my vacation.
I think its no good way to work with clients, uh?
Looks like a scam and its no acceptable profit methods.
Should we escalate this case to make it more public?
PS. And how we can trust them about DNA test, if they are scammers?
Overview
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
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.
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Hi Sam,
I absolutely sympathize with your struggle in contacting our support center and I'm sorry for the lack of empathy you have experienced. I will do all I can to help.
I do know that most Family Tree Builder features run perfectly on a Mac. However, there are a few features that are not compatible and are not available such as the Book Report, maps and some others that are available on the Windows Version.
Bugs and feature requests are prioritized according to how many users are affected by them and how much resources and time they require of the development team. Some Mac issues that seem minor may actually be related to the infrastructure and require major changes that affect many other features.
In any case, I'd like to investigate the issue you have reported and perhaps escalate it to the appropriate department.
Unfortunately, I am unable to locate your registered MyHeritage account under the name you provide here as Sam W.
Therefore, please e-mail me directly at rafael.vipsupport@myheritage.com so I may escalate your complaint as soon as possible.
Sincerely
Rafael
MyHeritage