Lana M. Spent a lot of time with me in successfully assisting the transfer of two Family trees from my account to my wife's account.
So now we have all our family trees on the one account which makes life easy as we no longer have to change accounts to view family members that we are researching together.
Lana was very patience with me and was able to assist with some computer shortcuts whilst allowing me to master the download of family files from my account to uploading family files to my wife's account. So now we both work on the same account with common families.
My wife also mentioned that she appreciated Lana's patience with us during out time with her
For the experience I feel more confident in using My Heritage programme, thanks to Lana.
Keith O'Malley
Sydney, Australia
My husband's DNA kit was lost in the mail on the way to the lab in Houston. I emailed the company and the next morning I got a reply saying that they would be happy to send another one to us (free) to replace the lost one.
Happily the kit turned up shortly thereafter and MyHeritage didn't have to send it after all. We are waiting excitedly for the results of our samples. Thank you.
As a long time user of the program, I recently ran into a few bewildering situations - discrepancies between my data on my hard drive and the online version, and needed to get help from the site. I corresponded initially with their Support Team, which was answered by Mia, who then saw the matter through to the final conclusion.
This is to simply state that the help I received was extraordinary in all ways and my problems were either resolved or in one case cleared up as to the root of the issue, which was out of the website's area of control.
I have around ******* person on my web family tree once they have deleted it by mistake with no back up. For the second time they have lost a lot of critical information, now they have done it again!
I am waiting for 4 day for a solution but still nothing.
They don't car about losing years of working
Very disappointed that Ive been unable to contact the support team in the uk to discuss the lateness of my DNA results. Every time I have been told by the automated voice to call back later. My husband had his three weeks ago. I have tried at different times of the day and it makes no difference at all.
Dear Christine,
I'm sorry to hear about your attempt to contact our support team and I will do all I can to help you as soon as possible.
DNA research is currently a very popular subject and we at times experience a high volume of questions from the millions of our members. I totally understand how bothersome it may be to get that automated voice message and I sympathize with your efforts.
We absolutely value your membership and overall member experience and I'd like to personally assist you in tracking our DNA results as soon as possible.
Please write to my inbox from your registered e-mail address at rafael.vipsupport@myheritage.com so I may verify and locate your account.
You are already my first priority here today and I will be looking for your e-mail.
Happy to help
Rafael
MyHeritage
My problem was solved! I was very disappointed when Family Tree Builder would not sync with the My Heritage website. After a few emails back and forth, support decided they needed to connect to my computer. I was a bit alarmed but was reassured it was very secure.
At the agreed time Eden connected to my computer, and through some magic solved the problem. And tested to make sure it worked!
He also helped me to set up so that the right person was on the opening page
I was very impressed. Thank you very much!
I had a rather complicated problem, due to my error, and an old corrupt yahoo account. Kevin, in the MyHeritage support team assisted me in resolving the problem. Quickly and efficiently, and he was very knowledgeable, Great job..
I made a mistake and in trying to correct it deleted about 700 years of genealogy from the 17th century back. I was nearly in tears when I called and Mark C secured my call and with a few helpful suggestions got me right back to the information I thought was lost. I was so grateful for his help. I have found my investment in MyHeritage.com to have been worth the cost, and the 24/7 help to be excellent and delightful.
For my second need of assistance in past months, I am very pleased to report that I enjoyed the same exceptional courtesy, patience and understanding that I experienced while resolving my previous situation.
Different helper, same outstanding service!
I have had no response after money was taken from my account. Had tried numerous times to cancel my free subscription and tried phoning the number doesn't connect. Email no response... an absolute nightmare... but I will not give up they will give me a refund...please do no use this site.
Hello Angela,
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
I misunderstood the instructions, and deleted my mothers account and her DNA-results. They still helped me out with new tests and explained how to store the results and avoid that from happening again :)
I love MyHeritage. I was able to trace my family back to the first settlers at the Cape of Good Hope in 1691, and that without leaving my chair!
Customer support issues are resolved super fast and to my satisfaction. Great company. Keep it up!
Both my husband and I sent of DNA kits. Matches and communications are now all coming through in a totally foreign language - could be Arabic Russian. Who knows. I have sent copies to support in December and January. As I had not received any replies I requested all communications from My Heritage to cease. Totally ignored. Received another match on Sunday in foreign language. Phoned uk support number. Just a voice not a person. Useless. I emailed support again today and received a reply in this foreign language. I am also now getting lots of weird emails in this same language. It is very worrying.
Dear Patricia,
I am sorry to see that you are experiencing issues. Please try the following that may be able to solve your problem. If you need to change your site language, click on the language selector in the upper right corner of the screen.
In the pop-up window, click on the language that you want the family website to be displayed in. This selector can be found on every page at MyHeritage.com.
If you have further questions, please email me your account details (account ID number or registered email address) via john.vipsupport@myheritage.com and I will be happy to personally assist you.
Kind regards,
John, MyHeritage Team
I called US customer service because I had an interesting family history, where I found out that cousins (generations ago) of mine (on separate sides of the tree) married (they were not cousins at the time, or if only by marriage), which resulted in them being duplicated in the chart. We tried one way to fix it, and after hanging up, customer service called me back because she found a better way. She consulted with a colleague and looking at my chart, they were able to advise me how to handle it. I liked that she walked me through it step-by-step, and she was able to open my chart and see it real-time so we knew when problems were solved. She was so helpful! I won't hesitate to call again if I run into any other problems or interesting documentation.
I had a nightmare as (stupidly) I lost my old login details to the, quite large, tree I had created.
Rafael at myheritage.com was so helpful in getting it back for me! I really didn't want to start from scratch and I didn't have to!
Thank you Rafael!
Kind regards
Joanne
Extremely disappointed with this service, I sent my DNA test in January and have still have received nothing back. Not only that but I have now been charged a further £114 for an annual cost when i cannot get a reply regarding my DNA test. No updates or correspondence at all, I feel like they just want the money with no interest in providing a fair service. I would avoid and try elsewhere and am now raising a dispute with my bank.
Dear Lauren,
I regret to learn of your dissatisfaction with our service, I will do all I can to help you with your subscription and DNA kit tracking. These issues are of utmost important to us.
Occasionally, we offer promotions that include discounted DNA tests with trial memberships. Regarding the trial membership you mentioned, please be aware that it can be canceled at any time by logging into your MyHeritage account. Simply click on your name in the upper right-hand corner of the page, then select 'My Purchases'. Here, you'll find the option to cancel the paid membership and continue with a free basic subscription, avoiding any annual charges.
Your satisfaction with your purchase is of utmost importance to us. If you've forgotten to cancel, you still have a 30-day window from the initial purchase date of the subscription to do so. I'd be happy to help with that.
With regard to your DNA kit, regrettably, MyHeritage has limited influence over the postal service, and occasionally, items experience delays despite our diligent efforts.
In order to assist you, I will first need to locate your registered account with MyHeritage. Therefore, please email me from your registered email address at rafael.vipsupport@myheritage.com. Also, please include a link to this review so I can recognize your feedback.
I look forward to resolving this as soon as possible.
Sincerely
Rafael
MyHeritage Support Team
I have been unfortunate of losing information on both my website online and again on my heritage download at different times. Customer Support were very helpful and response once you have contact with them.
Good online price offer.
Lovely presentation box.
Easy instructions.
Easy test.
Full tracking online with excellent support video and FAQ guide.
Easy layout of profile on website and clear.
Easy to use matches list and well presented.
Call centre assistant - Excellent, friendly, polite and helpful. Thank you MyHeritage.
My friend, who got the kit of DNA test as a gift I gave him for birthday, forgot to register it online and then lost a box. 6 months passed by since then and I e-mailed customer service. They were so helpful and friendly!
They even offered me to send another kit for free! Lost box was found and they sent my friend results of DNA. I am impressed! Best wishes to their business!
Nothing less than excellence of delivery, what more can one say? I do have one suggestion - since there are so many "Matches" would it be possible to be able to choose from a list of the sur-names to take you directly to the preferred family members - or to have the names listed alphabetically for easy selection of any one or more of those thousands available for adding to ones tree?
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 Monica,
I'm sorry to read your low star review.
I'd be glad to assist you on a direct basis. Please contact me at "catarina.vipsupport@myheritage.com" so I can investigate the issue you are experiencing as soon as possible.
Kind regards,
Catarina,
MyHeritage Team