Why am I unable to cancel after my free trial membership even though your website says if im not satisfied I can cancel 30 days from purchase? My card was charged 8/15/16 and I was told I can only get 50% back... Where does it state on your website that AFTER the free trial has ended you cant get a refund? How am I unable to get a refund after 14 days, but others can get refund if not satisfied within 30 days? Looking forward to response from Dean regarding my questions in this post. Thanks
I'm Başak from Turkey. I've purchased a DNA kit from Myheritage website, then I wanted to cancel the order and get a refund. So, I contacted with their support group via e-mail. Frankly, I was quite pessimistic about even getting a reply let alone a refund. Surprisingly, they replied me at once and the issue at hand was resolved within a couple of days. It is so reassuring to know that whenever there is a problem, Myheritage support group is there to help.
I would like to thank especially Jenny and Maria from the Support Group for their swift and warm reply. :)
I had a membership for one year. I was having difficulties with my searches so, I tried to reach MyHeritage for some guidance(which they promised would be available). After three months trying, I gave up. I still don't know any more about my heritage.
The site was OK as far as it went, but the fine print (be sure you read it!) says that they will automatically renew your subscription (well over $! 00 a year) automatically. When they sent me an email telling me that I had been renewed I complained mightily and they finally agreed to reduce it by half. But, why should I have to fight for that? I didn't think I agreed to have money deducted from my bank account for the rest of my life if I forget, a year later, to advise them that I want to be dropped from their program.
Dear Amy,
Thank you for your review here on SiteJabber and I apologize for the negative experience you have had.
I really would like to help and resolve this case for you, so I kindly ask you to contact the support team from your registered MyHeritage email address to support@myheritage.com.
Also place my name with also /SiteJabber in the subject line and this will ensure that your case is handled promptly.
Thank you for your cooperation and we look forward to hearing from you.
Kind Regards,
Dean,
MyHeritage Team.
I have got to know a lot about certain parts of our family which we did not know about. Also, who we are related to!
Before paying for 1 year membership; every time I searched the site I always got a message claiming that by becoming a member you could access millions of additional records. Well this is in fact a lie and a scam to persuade people into paying the yearly membership fee. None of the records that I was attempting to find were in the database. I have been using Familysearch.org which is a site created and maintained by The Church of Jesus Christ of Latter-Day Saints and have been in existence for many years. There is no cost or obligation of any kind to use the site and I have found more records in this site than in my expensive MyHeritage. Check out the family search.org site before you waste your money. Oh, I have 11 months left on my membership with MyHeritage and most likely will never used.
Dear Fernando,
I'm sorry to read your low star review and will do all I can to help you.
First, I'd like to clarify that Family Search is actually FREE on MyHeritage as well because we share a partnership with them. This means one can hold a FREE basic MyHeritage membership and search for records found on Family Search for FREE as well using MyHeritage's research feature(SuperSearch).
Indeed, MyHeritage is based on subscriptions. Mainly because It is not possible for us to stay consistent and offer so many record collections along with state of the art research tools without hiring a team to support our products. As you may know, many services in general, are subject to a membership charge, 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, family search). 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.
I would be more than happy to personally help you find the best membership that fits your budget anytime. Please feel free to contact me at rafael.vipsupport@myheritage.com. I'd be always happy to help.
Sincerely Yours
Rafael
MyHeritage
MyHeritage made it easy for me to put together my family tree in expectation of my daughter's birth. In particular, Joshua Turner at MyHeritage helped me come to resolution over a subscription misunderstanding. I appreciated the quick and thorough response.
I've used about three different record searching sites including Ancestry which is amazing, well-priced and always lets you know before they charge anything. I made a free-trial account with my heritage which I realize sucked from day one and CANCELLED my subscription the day of starting it. Get an email today that I've been charged almost 120 dollars. Call them and they say "Hey we can meet you in the middle and refund half" even though it was an error on their part. I now lost 60 dollars for their mistake at a time where I could really use the money. Disgustingly run.
Dear Jasmine,
Thank you for your review here on SiteJabber.
Would you be so kind as to contact me from your registered MyHeritage email address to support@myheritage.com and also 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.
Very vague, very generic ethnicity results-did not learn anything new at all.In fact the results did tell me less than I have already known. No reply to emails. I paid all that money for no information! Avoid at all costs!
I had to take a break from researching and did not renew my subscription (will do in the future). I saw that someone was trying to contact me but I could not reply as no access to MyHeritage. After speaking to a delightful Megan she proposed a solution which I have gratefully accepted. Just amazing staff and service. I will be back...
I have requested several times that MyHeritage delete my account, but they won't do it. (They won't let you do it on their website, but make you email them instead.) I am seriously considering filing a consumer complaint with my state over this issue. The site did not produce useful connections for me, so I want to leave it forever, but they don't seem to allow that. Do not sign up for this service unless you want your information out there forever.
Dear Jerry,
I'm sorry to read about your difficulty in deleting your account. Your issue is important to us and I will do all I can to help.
Firstly I must clarify that one may delete an account online by logging in, clicking on your name in the upper-right corner of the screen and selecting ‘Account Settings’.
Once this is done, simply scroll down to the bottom of the page, and click ‘Delete my account’.
Please let me know if you need help with this by e-mailing me from your registered e-mail address at rafael.vipsupport@myheritage.com so I may assist you as soon as possible.
Sincerely
Rafael
MyHeritage
I was charged for membership, then received notification that I would be charged again. After bringing this to the attention of the help team, I was refunded in full. I have no issue with any part of MyHeritage as they always answer my queries quickly and any problems are corrected promptly. I definitely recommend MyHeritage for anyone wanting to trace their ancestry.
I just subscribed to My Heritage for their "Premium Plus" package. After subscribing, I found that what you get for a subscription is just more storage. If you want access to actual records, it costs another $100. The whole of their marketing is very misleading.
When I called their customer service, I heard what sounded like a radio in the background
All in all, a rather shabby operation. Records may be good but the entire operation is set up to fleece customers
I signed up for the free trial, realized that I didn't have time to work on the family project and wanted to opt out before the charge to my credit card. It was not possible to do this at their site (I wonder why) and the call center experience was horrific. If you're not sure you're staying with them, go somewhere else!
Dear Carole,
I'm sorry to read your low star review and I would like to issue you a refund as soon as possible.
Geneology research is currently a very popular subject and we at times experience a high volume of questions from our members. I totally understand how bothersome it may be to wait for an answer and I sympathize with your efforts so far.
I would like to clarify that MyHeritage informs all members of the Free Trial 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 or cancel a trial subscription at any time online when logging into MyHeritage from the My Purchases page and incur no annual charge.
Your refund is guaranteed because 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.
If you did not read the details of your trial, visit your membership status online or read your automatic e-mail after purchase, you may not be aware of this.
In order to issue you a refund, I must first locate your registered MyHeritage account.
Therefore, please e-mail me directly at rafael.vipsupport@myheritage.com so I may assist you with high priority.
Kind Regards
Rafael
MyHeritage
As last year took a special to enrol but within a day realised not for myself. This year automatic renewed my subscription without my knowledge. I called and diplomatically explained the situation, A wonderful diplomatic lady listened and sorted out the problem. A pleasure to talk to her and realise there must be many abusive people call her. But personally THANK YOU.
I utilized MyHeritage before a family reunion in Ireland and found the site easy to use. Build out 7 generations with 6 major families. I then ordered a chart to be printed and realized after that there was an error on the tree (my error). I sent an email to customer support and they immediately cancelled the Oder giving me a chance to amend. I would recommend this site.
After many years of research in the history of my Family Tree, I realized that MyHeritage is one of the best resources (if not the best). Mainly because of multi-language support that maid possible to "talk" to my distant relatives speaking different languages and living in different countries. Its extensive collection of genealogy-related Data Bases gave me a wealth of information about a known and even the unknown ancestors. This information was a big surprise for my older cousins, who gave me initial and limited information to start my search. So, my journey to the past is never ending...
I have been trying to get a refund as per the 30 day refund period in the service terms and have sent 7 emails to date. Not one of these emails has been answered and I am quite frankly horrified at such appalling customer service. The premium plus subscription is very expensive and when searching for census records I was asked to cough up a further £6:25 per month!
Dear Fiona,
Thank you for your review here on SiteJabber.
When you upgrade one of your family sites to a MyHeritage Premium Plus family site subscription you get:
* Unlimited number of people to grow your family tree.
* Unlimited storage for family photos, videos, and documents.
* Priority email support to get answers quickly.
* Family Tree Builder Premium – Smart Match Merge, All-in-one chart and interactive maps.
* Special features like Timeline and Timebook.
* Enhanced Smart Matching – confirm and reject matches, contact Site Manager, automatic merge.
* Premium Record Matching to find exciting historical discoveries.
* Access to the MyHeritage collections in SuperSearch to boost your research.
The collections available to you as a PremiumPlus family site subscriber are as follows.
1. MyHeritage Family sites
2. MyHeritage members
3. MyHeritage family tree individuals
4. MyHeritage photos
Through the SuperSearch we also provide access to external records however to view these records requires payment and therefore you are being asked to pay for an extra subscription.
The subscription that will allow you access to these external records is a Data subscription.
A data subscription is an annual subscription that allows you full access SuperSearch and Record Matches.
SuperSearch is MyHeritage’s research tool that allows you to search in approximately 5 billion records records from around the world. SuperSearch includes exclusive records from all over the world that, in most cases, are only available on MyHeritage.
Record Matches automatically matches the people in your family tree to the billions of records in SuperSearch and notifies you of matches. A data subscription allows you to confirm or reject matches, view records and download them.
Data subscriptions is offered on a yearly basis.
Having said that I would like to make sure that your case is being handled and invite you to contact us from your registered MyHeritage email address to support@myheritage.com and place my name in the subject line. This way you will be forwarded to me and I can personally look into this for you.
Kind Regards,
Dean,
MyHeritage Team.
Called My Heritage tonight - surprisingly call was answered on the third ring by a representative. Could not believe it.The representative (and I'm sorry I did not get your name!) was so helpful - I needed DNA information for a 91 year old relative who did not understand the raw DNA data. Anyway, job done and so quickly too. Thank you
Getting any customer support from this company is impossible. I have recently had an automatic subscription renewal debited from my credit card with no prior warning that the charge would be made prior to the transaction. I have made numerous enquiries about a refund via the My Heritage website using my site email address and have also phoned the relevant numbers only to be put on hold. I believe the company has a 30 day refund policy which I hope it will honour, as I no longer wish to have a subscription. I have resorted to opening a transaction dispute through my bank, since I cannot get any response from the company. I am thoroughly disappointed to say the least, that a long term customer is treated this way. I cannot recommend My heritage to anyone based on this experience.
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 Latoya,
Thank you for your review here on SiteJabber and I am sorry to read about the negative experience you have had.
As I really would like to help and resolve this case for you and clarify all the details, I kindly ask you to contact the support team from your registered MyHeritage email address to support@myheritage.com.
Please place my name with the word SiteJabber in the subject line and this will ensure that your case is handled promptly and directed to me.
Thank you for your cooperation and we look forward to hearing from you.
Sincerely,
Dean,
MyHeritage Team.