Again I was in need of assistance. Sent an e-mail and very shortly received a reply helping me resolve the problem I had. Have to say, My Heritage customer support staff seem to be always on the ball with speedy replies and their knowledge of their systems seems to be first class.
I find My Heritage easy to use (more so than another genealogy program I have used) and the support when I have had questions or the rare problem has been very good.
I gave it four stars instead of five as it sometimes takes a little time to add information after clicking the plus sign. This may be due to connection issues or even my own computer - it may not be the fault of My Heritage at all.
I had a glitch that I was unable to solve on my own. It did take two calls over two days to resolve. The second call may have been needed because of confusion at my end; never-the-less, the MyHeritage representatives were calm, friendly, professional and most of all my problem was solved.
I have been using My Heritage for several years and been able to build a family tree that has been an great tool to talk about our own family history, by identifying how diverse our family really is. With the cross referencing tools and simple format it is easy to follow the bread crumbs of most family histories if a person is willing to invest the time. We had a minor issue with some billing for associated services and were please with the responsive and dutiful follow-up that the staff at My Heritage demonstrated.
I recently contacted MyHeritage customer service to follow up on an error I had made when renewing our family's subscription. They were quick to understand what I was asking, and promptly resolved the problem. I have never called MyHeritage for help, but I now know that they will work to fix any issue and follow up with great documentation. Good company.
I paid for the AI Time Machine generator (you are suppose to receive it within hours) and received nothing for my money, not one photo. I had to email customer service 7 times and finally I gave up. I did receive a refund after a week of no response. It's not the fault of the people as I'm sure this is company wide and not up to them but I would not recommend spending your money here, in any circumstance.
Hi Gemma,
Please write to me from your registered MyHeritage.com email address to, dean.vipsupport@myheritage.com and I will look into this with high priority for you.
Kind Regards,
Dean,
MyHeritage Team.
This is a great website for exploring family history, with access to hundreds of records. My main negative is that no subscription reminder email was sent before my free trial ran out so £108 left my account and I had to go through the effort of getting a refund. Customer service were really helpful with this but it seemed strange that I had no contact to remind me to cancel my trial or continue with my subscription until too late.
Dear Rebecca,
I'm sorry to learn about your experience and I'm glad that a refund was already arranged.
I'd like to clarify that once you sign up for a free trial, you are signing up with MyHeritage, so you can benefit from the features MyHeritage has to offer.
MyHeritage informs all of the annual charge and its price on the automatic email that is sent out after you sign up for a free trial. Also, one may view the status or cancel the free trial at any time when logging in to MyHeritage from the My Purchases page and incur no charge.
See: https://bit.ly/2t4liSr
If you have further questions or concerns please don't hesitate to contact me on a direct basis via "catarina.vipsupport@myheritage.com" from your registered email address.
Kind regards,
Catarina MyHeritage Team
I had a problem with my subscription payments and I admit that I did get quite obnoxious towards them, (Sorry!).
After a few days and some discussions everything was sorted out for me.
The Support Team were excellent in the manner of how they handled things and I can't thank them enough for what they did.
I apologized sincerely to Dean, May, Judit and other Support Team members for my behaviour and I'm very happy with the whole outcome.
They restored my faith in their company for which I have been a 'member' since 2012. My Family Tree is quite large now with 23,064 people and I want to keep on building it.
Thank you again for your help, support and your commitment to the company.
Kind regards,
Mrs Shirley-Ann Miller
I unfortunately got a refund because I went 22 days without hearing a single update on my package! Called the post office. Nothing. Absolutely very disappointed in this. This is my first time even ordering one of these packages! Please make this right my heritage.
I still receive e-mails from My Heritage. I can not re-set my password, nor can I keep paying anyone monthly fees. It has not been easy to communicate with the site.
In fairness, I must add that I had been at Ancestry for two years, so that may have been part of my problem.
We are all different, so don'y let my opinion stop you, if you like them, great! I am STILL getting e-mails with no way to unsubscribe!
I have been trying to print family books without any success over the last 10 days. I contacted MH support and found out this function is not working because of a bug. Could you tell me when it will work again? MH support was not able to provide a delay and mentionned it could be not before months!
Dear Catherine,
I'm sorry you have not yet been able to print your family book and use this feature. I'd be happy to investigate this but for you and or see about giving you a workaround to your issue.
In order to do so, I must first locate your registration, therefore, please e-mail me directly at rafael.vipsupport@myheritage.com.
Looking forward to hearing from you.
Sincerely
Rafael
MyHeritage
Service is surprisingly good. When I run into something I can't handle, they get back to me promptly and politely.
I wish there were a way their computers could take a specific match and put all matches on one page to compare with mine. I am simply overwhelmed with matches for the same person(s) in my tree. For example; Could all matches with the name "Jane Doe" be listed together and all confirmed or rejected at one time?
I am thinking about DNA testing, but want to go back the male line. My brother is willing but I am worried about privacy issues.
Did have a family tree on My Heritage. Suddenly I could not fins it Anymore. Phone Heritage help line and got an answer from a machine telling me there is no customer service for unpaid clients. What a load of CRAP!
Dear D P.
I am sorry to read you are unhappy with our service.
We value the satisfaction of all of our members and strive to offer a first class service to our members. I would like to investigate your case personally, please send me a message from your registered email address to shane.vipsupport@myheritage.com and I will be more than happy to help you.
I look forward to hearing from you.
Kind regards,
Shane, MyHeritage Team
I started on tree along time ago. So when rejoining again I made the mistake of renaming so this caused me to talk to myself. It has been sorted out very quickly and i was able to retrieve a very old photo which I thought I had lost. Very pleased with My Heritage. Thank you
The young man (Joshua) who helped me set up my account was very helpful and my questions were clearly answered. My purchasing experience was easy and friendly. I look forward to receiving my kit. I am giving 5 stars for their salesperson - I have not yet received my kit so cannot make judgement on that.
On having wrong email could not cancel my 2 free weeks due to not knowing my password. I had money taken from my account and when I eventually got a call the man was rude and said I would be laughed at by his colleague due to it being my error! He arranged i had access and 50% refund. Which its been 4 weeks now and NO refund after 3 emails.
Never received notification that my results were ready, did not receive a hard copy report in the mail as advertised.
Not nearly as well presented or user friendly as other ancestry sites-for instance, does not state if DNA matches are maternal or paternal. Amateurish design values: does not explain its terms or visuals for instance.
I started my site a few years ago and all the customer service agents have been helping from day one. It's a fantastic website that has connected me to many family members that I would not have found on my own.
Smart matches no longer working, now you want more money for it. Also how can i remove your sales pitch on my website seems you are more interested in selling rather than helping grow my tree. Very reluctant to ask anyone in tree to join since you are going to sell them a subscription aggressively.
Dear Oscar,
I'm sorry to read your bad review. I can assure you that it is our interest for you to grow and research your family history.
Indeed, MyHeritage family sites are based on subscriptions but, basic sites and our genealogy software can be downloaded for free.
Nonetheless, millions of our members do benefit from a Premium, PremiumPlus, data or complete subscriptions.
In clicking on a feature that allows you to view a smart match, you are directed for more information on upgrading your subscription to use the specific research tool.
These subscriptions offer an assembly of tools that are designed to assist you with your research but that doesn't mean that you cannot add to your tree and research your family with a free membership.
To avoid these advertisements, we do give you the option to turn off smart matches to abstain from viewing these messages and advertisements.
To disable Smart Matches, please do the following:
1. Log into your family site.
2. Click on your name in the upper right-hand side of the screen.
3. Select ‘My Privacy’.
4. Than look under the ‘Content’ section that is shown.
Here you can find two options: 'Enable Smart Matching™ on MyHeritage (recommended)' and 'Enable Smart Matching™ with other MyHeritage websites and partners'.
You can un-check any of them (or both) according to your preferences.
Please let me know if you need more help with this by e-mail me at rafael.vipsupport@myheritage.com.
Happy to help
Rafael
Myheritage
Not at this time, all my questions were answered thank you. I had a very lovely chat with your rep in Ireland who was super, with attention and knowledge and mostly patience. Please package this department and sell it to all other customer service departments in the world.One problem is you might have people call just to talk to the lovely people you employ. Ron Able
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 Bart,
I'm sorry to read your low star review and will do all I can to help.
I would also like to clear up some of the misinterpretation you exhort in your feedback because we do not double the membership price after the first year.
While some members do receive a discount on their first year's membership price because of various promotions we run, MyHeritage informs all members of the annual charge and its price on the automatic email that is sent out after you enroll in the membership and before every renewal. Also, one may view the status and cancel an annual subscription at any time online when logging into MyHeritage from the My Purchases page and incur no annual charge.
Indeed, MyHeritage is based on subscriptions and annual membership prices may be subject to change after expiration. Mainly because It is not possible for us to hire a technical staff and stay consistent while offering so many record collections along with state of the art research tools without updating the fare. As you may know, many services in general, are subject to price change including the genealogy research market because it expands as more historical data is uploaded from MyHeritage partners that require royalties on its use by customers.
Nonetheless, we offer an assembly of separate subscriptions that will fit your research and budget including a free basic membership and a free downloadable Family Tree Builder program. Also, some records in SuperSearch are free (e.g. BillionGraves, Social Security Death Index). Some of our members will purchase a complete subscription that offers all research tools but many of our users prefer to only pay for some features as they don't really use the entire array of tools we offer.
If you are unhappy with your annual membership, I invite you to go over our terms and conditions that read that If you are not satisfied with your purchase you may request a full refund by contacting Customer Support within thirty (30) days of the initial purchase date of the subscription.
(Our terms and conditions) ----> https://www.myheritage.com/FP/Company/popup-terms-conditions.php
Please feel free to contact me personally at rafael.vipsupport@myheritage.com if you are in need of assistance with this or if you have any questions about your membership, I would be very happy to help.
Sincerely
Rafael
MyHeritage