I had an issue with a file I could not find after not using the software for some years. The support service has been great trying to help in every possible way. Even if the lost file could'nt be found, I have been satisfied by the involvement of the the three persons that handled my issue. They also offered a free backup service as a compensation. Greatly satisfying support service.
Had an issue with my new complete membership being assigned to my wife (dec'd) instead of me. I was very confused because of the two memberships. The CS rep talked me through the entire process, unhurriedly, with complete success, even down to the assignment of both our DNA kits, having both trees accessible, with linked DNA. And, no increase in the price, which I had actually expected. A happy customer.
I know very little of my past, still learning. I would like to know a lot more, not only for me, but for my children. Still learning more!
Everytime I call - it has been often lately - they are very very helpful in guiding me to fix my mistakes, or add adopted children. This last time it was Megan., who was very patient with this old great grandmother!
Can't get hold of this company sent 11 emails and no reply.
My bank is now looking into this company to hopefully receive a refund.
I've found a UK number instead of calling their USA number.
*******622
Talked to marcus and he got me straighten out... good to work with... and love the info that I get on My Heritage... helps me out a whole lot when getting so many cousins on line...
Thanks connie fry
This review concerns the ordering process of the dna kit and getting help from customer support. Ordering online was easy and straightforward and the process went exactly as advertised. When I wrote to customer support asking about activating a kit for someone else Carol Ann replied within 24 hours with all the information I needed, and when I then wrote back with another question she answered that very quickly as well. They deserve all the praise and stars they get!
My account automatically renewed & I was charged twice on the same day. I was also automatically upgraded to (and charged for) the premium service, which I did not want. Within the "account Settings" there is no way of opting out of the automatic renewal. If you don't cancel your account you will be paying forever more. There are no choices for opting in or out of add-ons or additions. There are no contacts on the web site other than the contact form.
I have sent numerous emails to the company, only to receive automatic replies telling me they'll contact me soon. VERY POOR!
MyHeritage were very helpful and clear in making suggestions to solve my problems.
Many of the issues seemed to be caused by using Safari on my Mac laptop, because it was suggested that I use Google Chrome which suits the MyHeritage system better. I was also using two different computers to manage the Family Tree and that caused a conflict for the site.
I appreciate the quick response and help from the MyHeritage team. Many thanks to you all. Bernie Thomas.
I've waited for over a week and sent multiple examples of the problem I having. My question had not been answered and I still have multiple duplicates in my family tree.
I was expecting much more than this and at least someone to call me back. I spent ages on the phone describing this issue and emailed examples.
Not happy with this at all.
Paul.
Wonderful customer service. Called them twice in one night and both people I spoke to were lovely and friendly. Had a brief but helpful conversation with both. It was really refreshing to speak with a real person, not a scripted automaton. It is also really useful that their customer service is 24hr as I tend do a lot of genealogy work in the late hours.
The site was not helpful. I use another site and received better results.
If you take advantage of the Trial membership make sure you are not 10 hours late cancelling because they will take the entire yearly price. Then offer you 25% back.
Poor Customer Service
Dear Trae,
Thank you for your review here on SiteJabber.
When you enter into the free trial you are sent an email notifying you of this and also within the email is explained that at the end of the trial period you will be charged for a year's subscription, also that if you wish to stop this that you should contact us.
Having said that I invite you to contact the support team from your registered MyHeritage email address to support@myheritage.com and the team will be more than happy to assist you with any problem you may be having.
Trusting this has proven useful to you.
Kind Regards,
Dean,
MyHeritage Team.
Being a member of MyHeritage and using the site often I almost panic when the I received the information that quite some email/passwords could experience difficulties. Very kind and supportive executive in every moment the conversation. My compliments! Beyond my expectations waiting on the service line.
I have been using Heritage now over 2 years, and have complained many times about it unable to "find and sort duplicates" the "merge" I have been told that it is all being sorted, but its not happened after 2 years. If they do not sort it out by the end of my contract, I will cancel and refuse to pay, as it is its expensive for me as a pensioner.
I have 3 trees written by cousins, and I want to merge them, but cannot do it properly in Heritage, which is very frustrating.
I have never found much European records, and this does need to be expanded, but to be honest its better than Ancestry for this.
This is a RIP OFF company. I bought a subscription and then was unable to view my own grandfathers' records unless I paid more money! I called to complain and the 'Customer Service' Rep told me sorry, you don't get your money back. You have to pay, we are right, too bad lady. Third world country crummy service rip off artists. Stay away. Their 'records' are inaccurate anyway. I paid with Pay Pal and Pay Pal gave me my money back. Shame on your My Heritage.
No, you are not a friendly company. The woman I spoke with was rude and unhelpful, that is why I posted the review. All I wanted to do was access my grandfathers' records and I was told I could for another 9.95 a month. I had a subscription already. RIP OFF.
Dear Tom,
I'm sorry to find your complaint and I would like to genuinely apologize for the treatment you have received.
I'd like to clarify that offers a money back guarantee and I'd like to ensure you recieve a full refund by all means along with the ability to view the record you were searching for.
More importantly, I would like to investigate with whom you spoke with as soon as possible to forward it up the chain of command to ensure a better experience for the millions of our members.
We absolutely value every single one of our genealogy researchers and hope that you will allow us to make up for this disappointing experience you have reported.
Please write to my inbox personally at rafael.vipsupport@myheritage.com so I may verify your registered account and ensure this is handled as soon as possible.
This issue is already my top priority here and I'll be looking for your e-mail.
Sincerely Yours
Rafael
MyHeritage
The package is far more bigger than I expected when I started with it. I started my search without MyHeritage back in 1976 a manual labour intensive process. It was a straight through process with only directly related relatives of mine. MyHeritage helped me to do all the branches big and small.
We spoke to a DNA Specialist Daniel E. My husband and I were highly impressed with him. Daniel E. Explained to the best of his abilities about our heritage in which we were amazed at what he knew he was excited explaining it to us, which made us feel like we were on a exciting adventure. Daniel E. Is a patient and kind person to talk too, never rushed us at all. We learned a lot from him. Also he said we can call him back anytime whenever we had a question. Thank you so much for your time and understanding Daniel E. It was pleasure talking to you. Peggy and John
This site has almost no information. I got so frustrated I decided to see what they had and I literally could not even find MYSELF. Absolutely no information. Also, got about 3 emails per day trying to sell me something else. Spent about 45 minutes on hold trying to cancel my subscription.
Dear J. H,
Thank you for your review here on SiteJabber.
A user can find their own documents in SuperSearch if we have it on our database. For example: if I was born in 1968 in Texas and we have a collection of "Texas Birth Certificates 1800-1970", then I might be able to find my own birth certificate there.
However any information that you already have within your family tree we do not show you as this is information you already know and would be simply a waste of your time showing you this. We will however show you information that pertains to people within your family tree that other users may have within theirs.
Trusting this has proven useful to you.
Kind Regards,
Dean,
MyHeritage Team.
It is always a pleasure to deal with MyHeritage technical support people. Everyone is friendly, helpful, professional and most importantly, answer my questions and solve my problems without any hassle.
Today I needed assistance to do with my account at My Heritage. When I phoned My Heritage a Lady the capital "L" is purposely typed as she proved her royalty through the patience, kindness and intelligence she rewarded me with. Lady Lana truly had to think for two as I was a bit confused a consequence of my lack of youth and illness. My Heritage is awesome and if you have a problem do not hesitate to call them for help. When you do please remember to have your account number ready and they will look after the rest.
Regards
Margie
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 Sabrina,
Thank you for your post here on SiteJabber.
When a user at MyHeritage enters into a subscription contract either a free trial data subscription or regular site subscription, you are sent a 'Thank you' email which notifies you of the subscription you have entered into.
Within this email it also shows you the charge that will occur either after the 7/14 day free trial for data, or the following year for a family site subscription. The email also explains to you how to go about cancelling the automatic charge for the subscription.
Although these are emails, they are classed as legal business documents and therefore the responsibility falls on the subscription taker.
Having said that I will be more than happy to assist you with any inquiry you may have and I invite you to contact me at support@myheritage.com from your registered email address and place my name within the subject line of the email.
This way you will be forwarded straight to me an I will help you with any questions or problems you may be facing.
Trusting this has proven useful to you and I look forward to hearing from you.
Kind Regards,
Dean,
MyHeritage Team.