Made it very difficult to cancel free trial. Required multiple emails, a phone call and threats to contact BBB. They charged my credit card anyway after 2 weeks though now claim to have reversed the charge after I complained enough.
I had issues from "Review Matches" and learned so much by listening to the technician. I'm probably like most people not reading instructions prior to doing?
Such a great way to learn for me is to talk instead of reading as I'm impatient and want to get right to it. Thank you for so much help.
I am very happy with MyHeritage, I have found more family members than I expected. There is only one problem: Many members approve Smart Matches to easily! E.g. My brother and father (same name) and grandfather (similar name) have been indiscriminately Smart Matched so that the facts, photos, and dates are all mixed up. Maybe two people agreeing on a match is not enough?
A special thank you to Judith from Support who helped me (with endless patience) to untangle a problem caused by myself. I really did not think it would be possible!
Louie Mostert
PLEASE do research on DNA products. These guys are a waste of time and money. My results came back showing I am 72% Northern/Central European decent. Wow what a revelation, I didn't need to spend a hundred bucks to know that. If narrowing it down to about 20 countries is what you're looking for, myheritage is just the right product
Dear David,
I regret to find your low star review and that you are unhappy with your ethnicity estimate showing 72% Northern and central European. I will do all I can to assist you with your research.
As you most probably know, countries and borders are not measured by one's raw DNA. An estimate of your ethnicity is calculated by comparing your DNA to other DNA references that are known in the DNA research community.
We have proudly referenced 42 ethnic populations and this number will be growing even larger because of our own Founder Populations Project — one of the largest of its kind ever conducted. Our current amount of supported ethnicities is vigorous compared to other popular genealogy research companies and this can be verified online by all means.
Not only are we researching more ethnicities, our comparable DNA database is robust and is constantly growing as we give the option of FREE raw DNA upload from other popular autosomal DNA test providers.
With regards to your estimate, It is true to consider the fact that over the last thousand years, people in Europe moved around frequently and often mixed with people from neighboring countries within Europe. Over time, the official borders changed and so did the population.
Science currently finds DNA to be very similar to people in neighboring countries within Europe. Therefore where there isn't sufficient statistical difference, the ethnicity estimate is retained on a higher regional level in our current ethnicity estimate beta version.
That being said, many of our members benefit from other research tools we provide that is included and integrated with their DNA results such as DNA matching, ancestral surnames and comparing matching family trees to help understand their family story and migration patterns.
MyHeritage has been assisting millions for well over a decade with their genealogy research using matching technology. Your overall research experience and feedback are paramount to our constant growth and development.
I'd be happy to go over your Ethnicity Estimate with you and also give you more information about using our state of the art matching technology to explore your roots.
Please feel free to e-mail me at "rafael.vipsupport@myheritage.com" from your registered e-mail address so I may locate and verify your registered account.
Your satisfaction with your purchase is very important to me and you already have my first priority here today.
Sincerely,
Rafael
MyHeritage Team
Same day they phoned me (twice) on my cell while I was in meetings at work with "great" new offers... I come home and fine that my 6 month old 1-year prepaid PremiumPlus account (still shows Premium+ some place in my account profile, but say "basic" in one place)... now faces a pay wall saying I exceeded my 250 family members (my tree has over 20,000) and trying to force me to renew or upgrade... way to go pissing off your best customers... now waiting to watch this scam company fail while I switch to the competition
Dear Edward,
I'm sorry for the misunderstanding and I will do all I can to help.
I haven't found your account yet but, I am assuming that you have a PremiumPlus membership site with a tree of 20,000 family members published on it online, along with a unintended free extra basic site. This is most likely causing confusion and you do not need to upgrade again. It seems that you could have created this extra site in error and it can be deleted by all means to avoid upgrading another site or getting the promotions you describe. It is important to know that each site requires a separate membership and while some members benefit from having more than one paid site to research their family trees, it is totally optional to have more than one paid site. I recommend you publish and research all of your trees onto your PremiumPlus site to take advantage of your unlimited amount of storage that is included with your membership.
I would like to personally go over your account and help you fix this issue by all means. Please contact me directly at rafael.vipsupport@myheritage.com so I may locate your account and help as soon as possible.
You are already my first priority here.
Happy to help
Rafael
Myheritage
First, the site promised a three week turn around, which ended up being double that time. Second, the site is not at all user friendly. I couldn't email my friend our results, since the only "share" option they had was Facebook or Twitter, neither of which we use. Sorry I didn't go with 23andme like my friends.
Your sample is sent in using USPS (not even prepaid)... with zero tracking capabilities. No indication that your package has been received and MH is incapable of tracking.
Free trial converts to paid 1yr membership without any notification. Customer service refuses to assist. 30 day money back guarantee is garbage... they will put off a resolution until you're past the window and locked in.
Will file unauthorized charges with paypal.
Hello Earl,
I’d like to personally assist you further. You are welcome to contact me via email with the details at Nikolina.vipsupport@myheritage.com, along with a direct link to this review.
Looking forward to hearing from you.
Kind regards,
Nikolina, MyHeritage Team
My heritage got my card info somehow but it wasn't because I gave it to them and charged my account $119.40. Funny that a yearly data subscription is like 159.00 and premium even more but their taking odd ball amounts of money from hundreds of people. Including myself. Sounds like a good lawsuit to me. The 5 star reviews for this site are probably employees
Dear Shelley,
Thank you for your review here on SiteJabber.
Firstly I can assure you that the 5 star reviews here on SiteJabber are not MyHeritage employees and are genuine users of MyHeritage that are satisfied with their experience with us.
Secondly, as you have mentioned that you were charged $119.40 this would appear to be that you entered into a Data subscription 14 day free trial which at the end of the free trial period you are charged for a full years subscription. You will have also been sent an email to notify you of the starting of your free trial period and that you would be charged for a full year upon its expiration if you do not access your account and via your my purchases page state otherwise.
This is the only way that MyHeritage would be able to receive your personal credit card details.
Should you require assistance with your account then please contact support@myheritage.com from your registered MyHeritage email address and a friendly representative will contact you at the first available moment.
Trusting this has proven useful to you.
Kind Regards,
Dean,
MyHeritage Team.
I have had no problems so far. The people were excellent at helping me understand why my previous DNA couldn't be used which I'd been trying on various sites for months. It took quite a few emails to get it all sorted. I have no complaints about Customer Service with this site. I would recommend with no problem
Hi,
Lana has been fully professional and supportive. Understanding about the situation and offered options that were clear to understand before choosing them.
Very pleasant agent to talk to.
Through her, MyHeritage was able to offer me a solution I expected but still always great to have, which was to resend for free my DNA kit after not receiving the original one.
I could not access my family tree which I started several years ago. I left a message and was contacted from customer service by AARON who very patiently and politely tried every possibility until he managed to find out my business email address which I had used upon establishing my account with My heritage. That email does not exist anymore. Unless AARON's kind assistance, the tree would have been lost. Many thanks!
I phoned Saturday 14/04/18 and at last got an answer saying second in the Q to speak to a customer service person. After a short wait, the girl who spoke to me (who's name I forgot to write down) was amazing and so helpful and friendly. Gave me answers to all my questions quickly and spoke very good English. I only rated 4 out of 5 as I had over several phone calls had a problems when pressing extentions 1 to 5 that just kept going around and around and back to the beginning of answer phone? System problem or all busy consultants on calls... don't know as never explain if we were calling outside business hours or whatever?
This service is very questionable. They purposefully make it hard for you to use their phone service. You type in your account number over the phone and it says they don't have your account on file when they clearly do. Only by trickily going around the system of their phone tree was I even able to get a live person. Ancestry.com always allows you to cancel within a month, and provides options for a month, six months, or a year contract. MyHeritage.com takes advantage of the fact that many people will think they can do the same thing with their service and instead they lock you into an expensive one-year contract. The only way this company stays competitive is by subtly tricking customers. They probably intentionally target older people who commonly use these sites who will be confused by their practices. Greedy bast***s.
I finally got some satisfaction from MyHeritage.com. After missing many phone calls--they can call you on the weekend, but you can't call them, today, Monday, I phoned and spoke with Jeff who helped cancel my subscription. (That was after waiting about fifteen minutes on hold.) He was very courteous. He had to speak with his manager and did so. I did say that if I couldn't get them to do so, I'd just go through my credit card company.
Another issue: I did one search on MyHeritage of my name, just to see what came up. Very disturbing! The site presents information that I have restricted, including my unlisted home telephone number. I'd never do business with this company, for that reason alone, not to mention the generally poor customer service. Jeff was excellent, however.
I was new to building an online family tree on MyHeritage. Was learning as I go by using their excellent help Q&A they provide on the site. All was going well until I suddenly could not access some names I had just input. Thought it was a technical problem so-called the support team. Estefanny was extremely friendly and helpful and explained where to locate what I had presumed were missing entries. My tree was growing so quickly due to their amazing Smart Matches, Record Matches and Discoveries, that some had been grouped by name elsewhere and could be easily accessed via a drop-down file and immediately brought onto the screen in their part of the tree. Thank you support! They were fast, cordial and great to deal with. MyHeritage is quickly becoming my favorite online genealogy program!
Best site to explore and build your family tree from now and back to the past, find not known relatives and expand your tree with them
I have been using software by 'Family Tree Maker' and decided to also now tryout MyHeritage as an alternative way of communicating with family tree members. The feature of adding pictures makes the site so much more personal. It didn't take long and I bumped into my limit of 250 individuals even though I restricted entries to direct ancestors, my siblings and their children as well as grandchildren. The site keeps me up to date on various events so that I don't miss important dates. It would be nice if they would increase the limit of individuals before you need to upgrade to the premium version. The online help was also appreciated for their quick response to any question I had.
As an African American female with so many unanswered questions about my heritage and where my ancestors are from, I find this experience enlightening and empowering. This company gives me a level of confidence, and, quite honestly, joy in seeing the colorful tapestry that makes me possible.
Any questions I've had have been responded to with professionalism. I highly recommend it!
Low initial rate complimented by a huge price markup and a auto renew for something you didn't agree to or ask for. They said their policy was not to refund anything but they would consider half the amount. After hanging up and calling my credit card issuer to dispute the charge I called back to give them a chance to change their mind and they magically did what they previously said was impossible. This is a scam. You don't auto-renew for twice the original price, play hardball like you can't get out of it then let people out of it who call your bluff. Do not take no for an answer with these people. This is fraud.
Hi John,
I'm sorry to hear about your bad experience in purchasing your annual subscription membership at Myheritage.
We are a refund freindly company and if you are unhappy with your purchase, our terms and conditions clearly explain one may cancel and get a full reimbursement in which I am happy you were able to recieve already.
For your information, we inform everyone of the annual charge and its price on the automatic e-mail that is sent out after you enroll in the membership and after every renewal.
Also, one may cancel an annual subscription at any time when logging in to MyHeritage from the My Purchases page and incur no annual charge.
If you need any more information about your refund or our annual membership's price, please contact me at rafael.vipsupport@myheritage.com, anytime, by all means, I'd be happy to help.
Sincerely
Rafael
Myheritage
Myheritage customer service advised me that since western european heritage DNA is so similiar to take my results with a grain of salt and trust my known family tree instead. So what did I pay all this money for? A lot of angst!
Dear Doug,
I regret to find you are unhappy with your Ethnicity Estimate.
I'm unsure who told you to "take your results with a grain of salt and trust your own family tree", but this is absolutely not what our research tools at MyHeritage are designed for.
It is true that populations in Western Europe are found to share similar DNA for various reasons such as the fact that people in Europe's neighboring countries have been in contact for centuries.
MyHeritage references your DNA with other DNA testers around the globe whose genetic ethnicity is known. This has helped many of the millions of our members in the DNA research community to find new discoveries and dig into their past.
We have proudly referenced 42 ethnic populations and this number will be growing even larger because of our own Founder Populations Project — one of the largest of its kind ever conducted. As our reference populations update, so will your Estimate. Our current amount of supported ethnicities is vigorous compared to other popular genealogy research companies and this can be verified online by all means. Not only are we researching more ethnicities, our DNA database is robust and is constantly growing as we give the option of FREE raw DNA upload from other popular autosomal DNA test providers.
MyHeritage has been an effective instrument for millions in the field of genealogy and research for over 14 years. That being said, we take family research very seriously and have already implemented more tools to help you research the origins and commonality of your DNA.Our smart match feature allows you to compare your family trees with the millions of family trees that is published in our database. In January 2017 we have reported over 35 million family trees in our database. With regards to records, we provide over 6 billion historical records and our index is constantly expanding. These matching tools have benefited many with their research for years.
Nonetheless, your overall satisfaction and research experience is very important to us. I would like to personally ensure you are happy with the development of your research and answer any questions you may have.
Please feel free to e-mail my inbox at rafael.vipsupport@myheritage.com at your nearest convenience.
Always happy to help
Rafael
MyHeritage
Has taken almost 3 months from placement of order till I got results. The results showed ancestry my family doesn't have. So I went and had a maternal DNA test done and my mother is my mother. So now she is doing tests. I asked Myheritage to double check results. No response and that was weeks ago. I ordered more tests for other family members and a week later they still haven't even processed the order. They take your money and then ignore you.
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 Kelly,
I regret to find your low star review and that you found it difficult to cancel your free trial.
Issues such as canceling the free trial are important to us and we do try to make it easy for our registered members by allowing one to view the status or cancel a trial subscription at any time online when logging into MyHeritage from the My Purchases page to incur no annual charge. It is also true to note that MyHeritage informs all members of the annual charge and its price on the automatic email that is sent out after you enroll in the trial membership and before every renewal.
If one is unable to log in for any reason, they are absolutely guaranteed a refund 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.
(Our terms and conditions) ----> https://www.myheritage.com/FP/Company/popup-terms-conditions.php
Al that said, your overall satisfaction is what is most important to me and If you need any further assistance with your refund, please feel free to e-mail me personally at rafael.vipsupport@myheritage.com. I'd be always happy to assist you with high priority.
Sincerely
Rafael
MyHeritage