Great site, lots of awesome features, discovered some l new family members, brought old family to life.
And true, real support, I had an issue (by my fault,) and got the result ion quick and to my satisfaction.
I will totally renew and recommend the subscription
I've used My Heritage for a few years now and considered myself reasonably au-fait with the system - until I found I had been charged twice for upgrading!
I'm still not too sure about what went wrong, or what I did, but as an 'old codger' I think I might be forgiven for not fully understanding the complexities of computers and their programs.
My initial contact with Support via a young lady named Sharon, was very positive and was followed by a 'phone call from her to sort out my problems which she did very quickly. Not a local call either - she's in Israel!
Thank you Sharon.
Supposedly according to MyHeritage I have Inuit, North African and and Nigerian DNA. I have traced back some lines over 1000 years without a hint of any ancestors from those regions. Ancestry DNA actually connected me with persons with identifiable common ancestors. Also the DNA regions matched. MyHeritage was almost completely different. Only one region matched closely. Also they want an outrageous amount just to connect with supposed matches. Stay away!
I too signed up for 14 day free trial and like most normal people, it slipped my mind (conveniently they don't email you the day before.)
Steer clear. Customer services will only argue and bicker with you and try to convince you you are a stupid horrible person because you forgot to cancel the free trial.
Managed to get 50% back, and will be filing a complaint and emailing them to remind them of their own 30 day full refund policy.
Dear Kathleen,
Thank you for your review here on SiteJabber.
Would you be so kind as to write to support@myheritage.com from your registered email address and also place my name in the subject field of your email.
This will ensure that you are forwarded to me and I will look into this matter personally for you.
Thank you for your cooperation and I look forward to your reply.
Kind Regards,
Dean,
MyHeritage Team.
This young man was very polite and pleasant to talk to. I shared that I was a senior citizen
And this is my first time doing this so he helped me understand the activation process and
Testing process as well as the family tree set up on my web site. Thank you so much for training young people to be so patient with us old folk (smile). I do not know how to add a photo as stated below but my account number is *******.
I had some questions about the results of my DNA test and was pleased to get a response within 2 days. Not only was my question answered, but a follow-up e-mail from Gerard had a complete and understandable explanation about genetics, etc that really helped me understand everything better.
I am Cherokee Indian, I know my ancestors and just wanted to test this DNA stuff... No American Indian at all in me... test is 100% wrong or they only test for eastern countries because I guess I'm 100% english and Irish... It's really laughable. Don't waste ur money!
Dear Joanna,
I'm sorry you feel this way.
Please keep in mind that even though you might have Native American ancestry, this does not necessarily mean that this ancestry is included in your DNA and might therefore not appear in your Ethnicity Estimate.
Each of us inherits about 50% DNA from our mother and 50% from our father. However, the percentages of DNA received from grandparents and further back are rarely divided evenly. Therefore, you don’t necessarily inherit the DNA of a given ancestor throughout the generations that have passed.
Since your ancestors’ DNA is not passed evenly to their descendants, one great-grandparent might have passed on 3% of his/her DNA to his great-grandchild, while another great-grandparent may have passed on 11%.
For example, if you have a Native American great-grandmother, you might have inherited such a small amount of her Native American DNA that it cannot be traced in a DNA test.
In addition, though you might have Native American DNA, it might belong to a tribe that is not part of the sampling used to build our Ethnicity Estimate. There are more than 500 recognized tribes which are ethnically, culturally and linguistically diverse. The majority of these tribes have not contributed their DNA for research purposes which would allow science to establish better ethnicity models.
Therefore, the fact that we did not find Native American DNA in your sample does not mean that you are not Native American.
If your Native American ethnicity does not appear in the Ethnicity Estimate, you might also consider testing one of your parents or grandparents as it is more likely that Native American DNA will be traced in the generations closer to the Native American ancestor.
I'd be happy to assist you personally with this. Please e-mail me at catarina.vipsupport@myheritage.com so I can go through your Ethnicity Estimate with you.
Kind regards,
Catarina, MyHeritage Team
I accidentally allowed my free trial period to expire. I did not intend to join MyHeritage at this time but an automatic payment was made from my Paypal account for a full year membership. I contacted MyHeritage and explained what happened. They refunded my money in full without fuss.
I am really impressed with the uber-prompt and helpful response I received from William at MyHeritage support this evening. A couple of emails and my query was dealt with in a swift and professional way. Many thanks, wish interactions with customer services were always as positive in other companies!
They love to take your money as quickly as they can but where support is concerned they leave a lot to be desired.
I have sent three emails asking the same question over the last couple of weeks and they don't even have the courtesy to respond.
They are actually making plenty of money out of their clients as we are the ones providing all the information in the first place!
No way will I be renewing my Membership, I'll give someone else a go.
Dear Susan,
Thank you for your review here on Sitejabber.
Please write to support@myheritage.com from your registered MyHeritage email address and place my name in the subject line. This will ensure that you are forwarded to me and I will look into this for you.
Thank you for your cooperation and I look forward to hearing from you.
Kind Regards,
Dean,
MyHeritage Team.
Charlotte from support is awesome!
The solution itself perhaps needs to clarify more at a "think peanuts" level what those results are. For instance when you say you are 50% Greek... they should put it in baby steps what is this, what Greek means and how far is this Greek identity going"? Is it going back this investigation until the begging of all times from Adam onward, or from 2000 BC or 1000 BC. I am happy to see I am 50% greek but they need to mention that "at least for the past 500 years you are Greek". Also, what else can we find out more with our DNA, what other products we have, other solutions?
Friends of mine who used other companies for DNA testing were able to easily print out information of their results. This was not true for MyHeritage. But the very good news is that I called for tech help. It was a very long wait on the phone but Eve emailed me exactly what I hoped for. I highly suggest that what I was sent come automatically when you get your results. After each percentage she put an informative paragraph explaining it. There should be something on the site that simply says: PRINT. And you get what Eve created for me.
I love to find my relatives to enter their names onto Familysearch. So far I've submitted 11,450 or so.
My Heritage is a serious site. Fast and precise answers reached me every time a question was put and the small problems (if he it there a) are quickly resolved.
Coven.
PS: Sorry for my english language.
Since 01st of september I've been trying to get support from Myheritage to resolve my issue and haven't got a decent support for it.
Very bad customer service, and kinda a scam. My wife bought two kits, one for me and one for her. Her kit has been completed properly, but I am still waiting for the results of mine, since 18/08 and dont even have it linked to Myheritage account.
We are currently seeking support to check what has happened between the kit and my account or for a refund and no answers at all.
Hello Ramon,
I would be more than happy to assist and follow up.
Please contact me at Shane.vipsupport@myheritage.com from the registered email address of your account at MyHeritage. In addition, please provide a direct link to this review.
Thank you,
Shane, MyHeritage Team
My customer support operative easily talked me through how to resolve an issue with my family tree builder project, which had got stuck at the synchronization stage with my family site. Thank you for your kind help!
Results that I received were based on the information about my family that I put myself on their website. All my family members including grand and great grandparents are from middle Russia - never been abroad and by no chance almost 50% of my genes can be British and Western European. My feeling is that they wrongly assumed that if my address is in the UK then my ancestry should be part British part Irish. Can't feel anything but disappointment at this nicely made rip-off. Avoid MyHeritage Dna testing by all means! They are scammers!
Hi Andrey,
I'm sorry you feel this way about the DNA test you have purchased from Myheritage.
I can understand your frustration but I can assure you that we do not assume anyone's DNA results by their mailing address.
The results you receive in the MyHeritage Ethnicity Estimate are based on an autosomal DNA test. This 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.
Because the percentages of DNA a person receives from his ancestors at the level of second generation (grandparents) and further back are not necessarily divided evenly in each generation, it is possible that one great-grandparent may have passed on 3% of his/her DNA to his great-grandchild, while another great-grandparent may have passed on 11%.
This might explain some surprising results in your MyHeritage Ethnicity Estimate. If for example one grandparent is pure British, and the other three grandparents are all pure Russian, the grandchild may be anywhere between 0-50% British, and 50-100% Russian. However, the probability of a person having only one pure ethnicity is very unlikely.
Please note that bio-geographical estimates, are complicated. Different researchers analyzing the same DNA of a person can come up with different estimates based on a number of different factors, including the reference populations used for comparison, the algorithm, and many more factors.
All in All, your feedback is important to us. After the initial launch of the Ethnicity Estimate Beta, we received feedback from our users that we are using to improve and refine our current model. We are also still in the process of data analysis and we are still receiving and analyzing DNA samples for the MyHeritage Founder Population project. Once we will have analyzed most of the DNA samples for the different ethnicities, we will gradually add many more supported ethnicities in the MyHeritage Ethnicity Estimate.
We would like to re-process your raw DNA data when this updated model is ready in the near future, so that your Ethnicity Estimate will be more refined. We will be sure to keep you updated when this has happened.
In the meantime, please feel free to contact me if you have any other questions about your research at rafael.vipsupport@myheritage.com.
Warm Regards
Rafael
Myheritage Team
We paid for and sent a sample for a DNA test to MyHeritage about a month ago and there has been no response. Their customer service is non existent. It is very challenging locating the 800 number and then when you find it and call, you are always greeted by a recording that says they are not available. They also don't appear to have a way to contact them by e-mail. So, I will be sending them a snail mail letter asking what ever happened to the results of our DNA test. I am totally dissatisfied with MyHeritage. I would give them zero stars, but they don't have a button for that, so I have graded them with one star.
Jonathan Zimmer
Dear Jonathan,
Thank you for your review here on SiteJabber.
Please write to support@myheritage.com from your registered MyHeritage email address and also place the word DNA in the subject line and a friendly DNA representative will contact you at the first available moment.
Kind Regards,
Dean,
MyHeritage Team.
I took out the 7 day free trial, and decided, the same day, not to pursue it any further.
I tried to contact the company on 5 different e-mail addresses and they were all returned.
I forgot my password, and must have tried a dozen times to get a new one, being told each time that I would be sent an e-mail with the instructions on how to go about it, but I never received one.
I am SO angry, and if they take any money out of my account, I will prosecute them.
I ordered a kit on 09/04 and 2 weeks later I didn't received it. I had to call MyHeritage to know what happened with my order. Why don't they send an email to advise of any delay? I will update this message if the end of the process improve my customer experience
Dear Christian,
I am sorry to read your low star review, and do apologize for the delay in updating you on the progress of your order.
I would like to investigate your case personally. In order to do so, I will need to locate your account. Could you please email me at hugo.vipsupport@myheritage.com with the details of your order?
I will be looking for your email.
Kind regards,
Hugo, MyHeritage team
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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Dear James,
I'm sorry to read your low star review and will do all I can to help.
Issues such as these are extremely important to us. I'd like to learn more about this odd percentage of your estimate to ensure a better research experience for our members in the DNA research community.
In order to do so, I must first locate and verify your account. Therefore, please e-mail me from your registered e-mail address at rafael.vipsupport@myheritage.com as soon as possible.
You are already my top priority here today and I will be looking for your message.
Kind Regards
Rafael
MyHeritage