I came across MyHeritage accidentally when I tried to find out more about my family. It has much of information but I found little about my last name (rare name, specially in Ukraine). As I'm not a professional, just a curious one at this point. I left the website and thought I've canceled my subscription. But I didn't. So 14 days later when free trial was over I was charged with 109. A bit too much for what I'm not planning to use. But it was my bad that I forgot about the subscription. And as I've contacted MyHeritage via Messenger they've replied within 10 minutes. Refund has been issued. Very friendly and patiently. If I continued looking into history of my family at this point I'd come back to MyHeritage. They are growing every day. Thank you, guys, you are awesome!
Your credit card will be charged after 13 days of your 14 day free trial! After countless hours of being on hold and " waiting in line", the rep told me that because I was 1 day over, even though I have emails to prove it was only 13 days, they would not refund my payment of 119.40. However, they would offer a 30% discount after I filed a dispute with pay pal. Okay, how kind, they are offering to only charge me $83.30 for a subcription that I never wanted! Before this trial period was over, I was annoying receiving sales calls offering special promotions. Now, you have to wait at least 30 minutes to speak with a rep, AND they won't answer my emails! I feel like such a fool!
Do not fall for the 14 day free trial! Cancelations are disregarded, then they attempt to auto renew a supposed subscription. Their contact information makes it next to impossible to speak to a representative. BEWARE. Keep records of all transactions.
Even information I did receive about near relatives was incorrect and irrelevant. Information I was originally seeking (public record) was not available. Kept asking me to upgrade($$$)!
I only gave it one star because this site wouldn't let me give it zero stars.
Originally, it seemed to be a great idea. Got my dna. Read the information. All was great. Then about year later, I noticed that the information on my ancestry had changed. Contacted customer service. They said they would look into it. Next thing I know its all completely deleted and I have no dna results. So I didn't renew. Went back on with a free trial to see if they had straightened it out, but nope. All my account info was there with absolutely no trace of me ever taking a dna test. I hit cancel. Got a confirmation. They up and charged me for a whole year anyway. I complained. They offered me 40% back and tried to keep selling me the benefits of their site. Dont use this company for dna. Go to the more reputable sites like ancestry. These guys are not helpful, the program is a mess and its just not worth the hassle.
Hello Jennifer,
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 originally picked my heritage just because they claimed to have a faster turnover time. It says 3-4 weeks. I mailed mine out. It took 3 weeks for them to "receive" it. Which means it sat there for 2+ weeks. Then after another 4.5 weeks of me checking daily excited to see my results I get an email telling me it'll be another 6-8 weeks. And now when I track the status of my dna is has gone backwards from raw data produced to microarray? Sp?. All excitement is gone and has been replaced with feeling let down. I'd rather a refund at this point. When I checked online if anyone else has this issue and it is very common apparently. Also I was unaware that my purchase doesn't cover what I thought it did. After 3-4 weeks has turned to 3-4 months they are gonna ask for more money to supply the information that I believed I had all ready paid for.
Dear Patrick,
I'm sorry to read your low star review and I sympathize with how you have not received your results as promptly as you expected.
We are currently upgrading the chip used for DNA analysis to a new and more advanced version and unfortunately, this change will cause a delay of a few weeks.
It is frustrating to have to wait a few extra weeks for results and this concern is absolutely understood. Your feedback has indeed been escalated and we are aware of the issue and are working to resolve it as soon as possible.
Laboratory delays such as these are altogether abrasive during the wait but I can assure you that ultimately, this new top-shelf chip will provide better insight into everyone's DNA research and progress and the value in it is great. MyHeritage believes that all our members will profit in their research progress ultimately with this new chip.
I'd like to personally assist you with any questions or frustrations you may have during the stages of your research.
Feel free to e-mail me directly at rafael.vipsupport@myheritage.com so I can help you with high priority.
Sincerely
Rafael
MyHeritage
I paid my fee and before very long, I seem to be blocked at times and the payment schedule shows up. Try another time and I am fine. Hardly ever get to call as I work on my tree late in the day and a hearing loss makes that difficult to hear. Not likely to renew as I don't need the hassle. Many contributors have no sense of a common naming convention, something standard. Someone who died in Colonial America in 1700 might be buried in Mass, USA, Mass, British Colonial America, Mass Colony and the error finder will flag dozens if not hundred of differences. Just tired of so many just copying and pasting info to their tree in such a manner that (so in so) "gave birth to daughter "A" when she was 5 years old". Don't those people fact check? When combined with Geni, I surely want to do my research somewhere else. As for DNA, I get more authentic hits through another DNA provider that actually are in my tree!
There never seems to be a shortage of potential family among the "matches". Being slightly OCD the info can be somewhat an overload, requiring a pause in my review process. DNA matching going well, just didn't expect to find 900 years of family so quickly!
Over the course of a week I had issues with a portion of the My Heritage web site not accepting newly matched people (Old people looking for older, deader people). I submitted a work order request-ticket **************; expecting the usual week to 10 day turn around. Within 36 hours I had obtained a solution (Alexandra), accomplished the easy fix (the problem was having 2 sites opened-one a basic & one a Premium plus). Received 2 follow up E-mails ensuring that I was happy with the fix. Fantastic customer service! Thank you ever so much.
I have written an earlier review stating reasons that I feel that my results reports is wrong regarding my heritage as far as regions.
Now I receive a notice that this is another company from which my email and possibly password has been hacked. I tried at 3 different times to set up two factor authentication as they advise but it told me that my phone number is not valid. I then tried to find a way to contact for hep but you must pay for a premium membership to talk to someone and they do not provide an email contact address that can be located, only FAQs.
The 5 star reviews are probably by employees.
You can do better!
Dear Paul,
I'm sorry to read your low star review.
Your concern is absolutely understood and I absolutely sympathize with your efforts. I'll do all I can to help you with very high priority.
I'd like to clarify that your password wasn't hacked. We believe this intrusion is limited to only MyHeritage user's email addresses and hashed passwords (not the actual password itself). We have no reason to believe that any other MyHeritage data was compromised.
Credit card information, family trees, and DNA data are stored by MyHeritage on segregated systems that are separate from where email addresses are stored. Privacy and security have always been paramount to us and this was done for added layers of security. Therefore, there is no reason to believe that information has been compromised.
Although no passwords were leaked but only hashed versions of the passwords, we are encouraging our users to update their passwords as soon as possible. Therefore for the sake of maximum security for our members, we have already started the process of expiring all user passwords to prompt all members affected to update their passwords as soon as possible. We have also enabled the option for 2-step security (also known as two-factor authentication) to add another extra layer of security to your account and research.
MyHeritage has released a statement about this incident with more details on the subject. Please follow this URL path to view it:
https://blog.myheritage.com/2018/06/cybersecurity-incident-june-5-6-update/
All that said, I would like to personally assist you with your 2-step verification along with the DNA region issue you are reporting as soon as possible. In order to do so, I must first verify and locate your registered MyHeritage account.
Therefore, please e-mail me directly at rafael.vipsupport@myheritage.com so I may assist you with this as soon as possible.
You are already my top priority here today and I will be looking for your e-mail.
Sincerely
Rafael
MyHeritage
They need to update their system checker, so that less mistakes are made. Their system has a bad habit of creating a new person instead of linking the correct one, the error seems to occur because of multiple marriages form one person. Other than this issue, I'm happy with it!
Do not use this website to look at your history, seek alternatives.
There is a lack of consistency with their materials they charge you after cancelling your "free trial" and support for this website is extremely lacklustre. Beware if you have any issues with this site they will not assist
Dear Gerald,
I'm sorry to hear that you have had a bad experience researching your family at Myheritage.
We at times experience a high volume of questions from our millions of users worldwide, therefore there may be wait times for help. I apologize for the the wait.
For your information, we inform everyone of the charge in in your comment after your 14 day trial on the automatic e-mail that is sent out after you enroll in the free trial.
Also, one may cancel a free trial at any time during the free trial period from the My Purchases page and incur no charge.
It is also important to know that as well that our terms and conditions clearly read that "If you are not satisfied with your purchased plan you may request a full refund by contacting Customer Support within thirty (30) days of the initial purchase date of the subscription".
Therefore, please e-mail me at rafael.vipsupport@myheritage.com so I may help you more with refunding your trial subscription charge by all means.
Looking forward to your reply
My best to you
Rafael
Myheritage
Since I am not the smartest "techie" in the cookie jar, I confused my account the first day! I requested help from Customer Services and Dean came to the rescue. Everything he suggested didn't work and he never gave up on me! It took over a week to get it straight but I'm sure that is because we are in very different time zones. I am enjoying my experience with My Heritage and 23&me.com. I only need more practice before I can give My Heritage a rating of 10!
I have been using this site for 10 years and have been very pleased with it. The automatic notifications via email are invaluable to my elderly aunts who otherwise would not be able to remember everyone's birthday's etc. Very satisfied with this site. Whenever I call, I get excellent assistance.
I learned a lot from Alon. She explained everything to me very well. Her voice was very clear and easy to understand. Alon attended to me in about 45 seconds after I placed the call. I have no reservation for anything negative about Alon. She is an extrovert person with excellent communication skills. My grade for Alon is 100 percent.
It has been months and my results are not out yet due to delays because they are replacing chips as they claim! I sent my sample with the fastest courier service so my DNA sample is in the best condition possible when analyzing and know becauase of the delays who knows what my results will be if there is any! I would expect them after all this wait to tell my to send another DNA sample! I think all the good reviews are fake! I depended on them when choosing MyHeritage! You are better paying more at another company and getting a good service! I've been in IT my whole life and their chip excuse is laughable!
Dear Hamed,
I am sorry to find your low star review.
I apologize for the inconvenience of your results being delayed. I understand that you are awaiting your results and we are aiming to provide them to you as fast as we can. However, testing times may vary and the expected dates for the results are therefore estimates and do not represent a guaranteed delivery date.
As you have stated, we are currently upgrading the chip used for DNA analysis to a new and more advanced version. This new chip will allow for new features which will be announced shortly. We are conducting this transition to the new chip with great care and diligence in order to provide you the most accurate results.
Please message me on shane.vipsupport@myheritage.com and I will try to help you with your issue.
Kind regards,
Shane, MyHeritage Team
Despite my attempts to narrow search criteria, this site returned results in a confusing, lengthy mishmash. My search was for a Polish ancestor whose last name began with B, and I got tons of "matches" with last names starting with other letters for other nationalities (Philippino? Really?). They then told me I needed a family tree for searches to work. When I called and asked for a partial refund, they promised to refund about 1/3 of the price, but 3-4 weeks later it hasn't appeared and they are not responding to email inquiries. Stick with reputable site like Ancestry.
Hi Cathy,
I am sorry to read about your negative experience researching your family at Myheritage.
We at times experience a high volume of questions from our users and there may be wait times for help.
I apologize for the the wait and will do all I can to help.
Firstly, We have no problem issuing you a refund (per our terms and conditions) if you are unhappy with your purchase, but, I strongly believe that I can help you research your Polish ancestor.
Indeed the initial list of search results that you described may not show all of the information you would like, but that is not the end result of your search.
It is essential to know that the Myheritage SuperSearch incorporates several extra tools to organize and filter the initial page search results.
Therefore, you will have greater success if you narrow your search on the initial page of search results.
For example, If you are searching for a Polish ancestor whose last name began with B, you will most likely type the first name of the ancestor and last name as B.
You will than see all the different variants of the search, but, In the left hand margin, please notice the "Narrow down by category".
These are all of the research categories for which results are found and listed to narrow your search.
In your case I would choose to refine my search for the birth place being Poland as this is a Polish ancestor.
Next, for more specifics, click on the Birth, Marriage, and the Death category to limit the results to vital records.
That done, you will see that there are sub-categories to further specify the results.
This filtering allows you to get find your information in for example "Roman Catholic Diocese Church Books" and many more Polish collections.
Here you may also refine your search to find more information through searching our large database of Myheritage family trees as well.
Our collections include over 6 billion historical records and is constantly expanding, but it is possible that your family is not yet listed in our records.
This is why we provide a free trial period and a money back guarantee for users to try out our collections.
I'm more than interested in helping you refine your research and, if needed, give you more information about a refund. Unfortunately, I have yet been able to locate your ticket opened here.
Please contact me in person at rafael.vipsupport@myheritage.com.
Glad to help
Rafael
Myheritage
I have been very pleased with the assistance provided by the Support staff at MyHeritage. They are quick to respond and offer any details and screen shots needed to enable you to understand and resolve your issues … a pleasure to work with Shimon especially.
I've been a member of MyHeritage since their beginning. It is virtually impossible to get in touch with them to ask a question. This is unacceptable. Their new use of AI produces results that are ridiculous. I have lost faith in their "helpful research".
Dear Martha,
Thank you for sharing your thoughts with us.
We understand that you had to wait a long time for a reply. If you have any need of assistance, please contact us via email address vipcare@myheritage.com.
Kindly add a link to this review as a reference.
Thank you in advance for your cooperation.
Sincerely,
Samuel
MyHeritage Customer Care
I accidentally forgot to cancel my free trial, so I panicked when I was charged over $120 for something I'll barely ever use. I called customer service, and they agreed to cancel my subscription and give me a full refund, all while being remarkably kind and patient.
Fabulous and informative help, because of this i signed up for a year.
Linda Wraight. I had already purchased my DNA from a different source but i wanted to connect with other sights as well to see if i could get even more information.
I am very happy with the service I received at MyHeritage. The speed of the DNA testing as well as the ease of using their website allowed me to quickly find my lost family information faster and more efficiently than another service did. Thanks for the help!
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 Diane,
I am sorry to find your low-star review.
Firstly, it is important to note that support can indeed be contacted via phone (https://bit.ly/3bt7Rjq) or email (support@myheritage.com). English phone support is also available 24/7.
I must clarify that once a trial is cancelled, we will not attempt to charge you. From the information provided in this review, it seems that a cancellation was not processed successfully which resulted in a charge being processed.
I would be happy to look in to this further and assist you with an subsequent queries you may have. Please send me an email via kayleigh.vipsupport@myheritage.com.
Kind regards,
Kayleigh
MyHeritage Team.