Recently, I received the information from my DNA test. I was having difficulty downloading the raw data file so contacted the MyHeritage support team via email. Charlotte sent me a comprehensive solution to my technical problem. I found her instructions easy to follow. Coincidentally, I had a similar problem downloading my family tree as a GEDcom file which is with another genealogy company. I applied the same principles with success. I can only say that Safari is not the best browser for supporting genealogy software. Many thanks to Charlotte for her quick and detailed response.
100% no chance that I'm 100% Filipino... My wife's results were just as ridiculous, and the bottom line not true! Impossible! DNA results were not ours, or they were flawed and really shady... Don't get suckered like I did, this company is a fake! Don't waste your time and money! Take it from someone with experience with them.
I managed to inadvertently lose access to my site. Lisa answered my support call immediately and very graciously got me restored to where I had been in record time. BTW, my day job for 40 years has been dealing with the IRS on behalf of taxpayers, where my usual experience is 90 minutes listening to the death screen from Swan Lake before being disconnected.
I had a problem with my ISP. It effected only myheritage. No other problems on pc. Hard to believe the issue was not with myheritage. For months I battled with century link and myheritage. I figured they were just using the old tech problem solver of passing the problem on to a different link in the chain.
Myheritage finally gathered enough data to corner century link and I am pretty sure told them what the problem was, where it was at and how to fix it. Amazingly after being led all the way by the nose they finally fixed the problem.
Meanwhile myheritage gave me extended time on my contract to make up for the lost work.
This issue put me completely out of business for several months and I could NOT change service providers as century link is the only provider available other than the totally worthless dish or direct tv. I've done that and have been there many times. Eden was my super tech that finally solved the problem.
The best family tree builder ever, which helps one forward with matches and the information you need. If you need help, there is always somebody that can help you.
Among the best I have done is DNA investigation on me and my children you are both mesmerized, shocked and touched and you get one AHA experience after another.
"I recommend everyone to try to invest in a DNA investigation it is among the funniest and most surprised I have ever done".
I had a serious problem: I have changed email-address and couldnt remember my password and not my ID-number. Then it was impossible to reach MyHeritage. They have no general email-address and no phone you can just call. I solved my problem by sending a personal message by Messenger to one of the employees I found on the internet. After that they contacted med and problems are solved. Not good enough! Stein, Norway
Dear Stein S.,
We absolutely value every single one of our genealogy researcher's questions and request for assistance. We can only apologize for any inconvenience this has caused.
If you ever require further assistance please do not hesitate to contact me directly at john.vipsupport@myheritage.com or also visit https://www.myheritage.com/contact-myheritage for further contact details. Thank you.
Sincerely,
John
MyHeritage Team
I found the site very difficult to navigate, In fact, it was simply frustrating. I have called the help desk twice. The first had to do with an inaccurate zip code. The second had to do with activation of my purchase on line. The person who helped me was very helpful and patient. Thank goodness, there is a human being at the end of the line who understands!
I am quite pleased with the help I received... I had an unusual situation that needed some guidance. I was happy that the agent was available with no wait time, and she completely understood the situation (my grandmother was married three times and had a different child with each marriage - so I needed three different connections rather than one connection from the husband who was my grandfather...) it could have confused anyone, but the person I spoke with got it all figured out. Thanks!
I was trying to fix a technical problem during the renewal of my membership. The technical support was very helpful and kind. They also offered me a better price for my membership (which is great!).
The only thing that was annoying is that the offer included the price before taxes (so at least in Israel the gap is not so cheap). When I mentioned it, they tried compensate with a discount for future purchases at the website
The waiting music/voice on phone was quite loud but when Dana came online I tried to explain my problem. She quickly realised what I was after, hopped onto my tree and saw the problem. Her assistance has cleared up a problem I have had for over a week. My suggestion to assist this problem is to have a "Help" button/tab at the top of the Builder.
I wrote to them regarding the ticket number ************** o which they took 1 month to not reply nor show interest on my query.
I called after 1 month I opened my ticket and finally got my queries answered whitin a minute. They could have replied to it in one line but they ignored the support ticket
Avoid this company´s help center if you want to use their DNA service, is the worst thing you can do.
Dear Jose,
I absolutely sympathize with your struggle in contacting our support center and I'm sorry for the lack of empathy you have experienced.
Your feedback is extremely important and I have sent the description of what happened to our support managers to prevent this from happening again and to ensure better support for our members in the future.
Our intentions and company vision at MyHeritage are to provide the highest form of customer service for our members.
Please feel free to e-mail me personally anytime if you have any questions at rafael.vipsupport@myheritage.com. I'd always be happy to help you with the highest form of priority.
Warm Regards,
Rafael
MyHeritage Support team
As a subscriber since 2006, I had always considered MyHeritage as the best and easiest 'net genealogy site to use. In 2012, I suddenly started having difficulty updating my trees, and nobody at the time seemed to be able to find the problem. Because my data had gotten badly out-of-date, I had decided not to renew in 2015, but was advised to talk to the new tech team first. It took 3 months of emails for the team to understand my problem, and find the solution, including the tech team interacting with the programming staff, but they stuck with it (while keeping me fulling informed), and succeeded. Noam, the tech adviser was VERY patient with an old geezer trying to explain my problems.
Unlike ancestry.com which I also did the dna test with, Heritage suckers you in then requires additional fees to actually see the information. After you pay them it took a long processing time then they withhold information they tell you they found and your unable to view/research until you pay them again. IMHO hidden costs, I wish I had not paid them in the 1st place.
Dear James,
I am sorry to see that you are disappointed with your MyHeritage experience to date.
When purchasing a MyHeritage DNA kit you were informed of what results you would receive. Testing your DNA with MyHeritage provides you with two types of results: An Ethnicity Estimate and DNA Matches.
Ethnicity Estimate - a comprehensive breakdown of your unique DNA composition. MyHeritage analyzes your ancestral roots in great depth to provide the most diverse percentage-based ethnicity breakdown, which includes 42 ethnicities from around the world. You will discover where your heritage originated from and how much each ethnicity is part of your ancestral origins, and even view the main life events of your direct ancestors on the Ethnicity map.
DNA Matches - This technology compares data from autosomal DNA test results and family trees to identify matches between users that share genetic sequences and indicate a family relationship. When you test your DNA with MyHeritage DNA, you are eligible to receive DNA Matches to others who have tested with MyHeritage, as well as those who have tested with other services. We allow users of all major testing providers to upload their DNA results to MyHeritage, widening your matching pool and making it possible for you to meet even more new relatives.
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 having a paid membership.
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. That said, one may still very well research their family roots with a FREE basic membership. A FREE basic membership is a great start if you are just beginning the research of your family roots. This includes 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). 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.
Please message me to john.vipsupport@myheritage.com and I will try to help you with any questions or issues you may have.
Kind regards,
John
MyHeritage Team
I bought TWO kits. First one was easy to activate and Mail off. Second one says it is an invalid code. So, I called, waited 40 minutes to be told she would sent a message and they would get back to me. After four days I sent an email. Still nothing!
I have done the test and now waited six days. All I want now is a refund.
Customer services is crap have left three emails and have asked for phone assistance its been three weeks and I have received no call back or email.
Paid for a data subscription and I cant even use it. Every time I try to add a discovered relative I get the pay for a data subscription screen same when I do some research. Absolute joke!
I want a refund
Dear D. S.
I'm sorry to read your low star review and I regret to find you feel this way. Your overall satisfaction is very important to me and all of us here at MyHeritage and it is a refund you are interested in, I have no problem in assisting you with that.
MyHeritage offers an assembly of free and paid subscriptions that will fit your research and budget. This includes a free basic membership and a free downloadable Family Tree Builder program.
That being said, some features require a paid membership to ensure the development and upkeep of our research tools. We have several additional memberships that vary in price to accommodate one's research needs and budget. Some of our members prefer to only pay for some features as they don't really use the entire array of tools we offer. This is why we offer separate subscriptions along with a full complete one and a free trial for our data subscription.
I'd like to assist you with finding the best membership to fit your research needs whether it be a free or a paid membership. Please e-mail me at rafael.vipsupport@myheritage.com at your nearest convenience.
Kind Regards
Rafael
MyHeritage
I recently had a Login issue which was resolved very efficiently by Rafael at MyHeritage. I asked another question which was just as promptly dealt with. Excellent Customer Service from Rafael. Thank You.
This service was interesting for a day or two and then they send you the same or very similar results every day. I didn't discover anything new or groundbreaking - most results are things I could have easily found out by just asking my parents or an aunt/uncle.
I also was to point out their "free trial". If you're signing up for this be aware that that will charge you full price on day #14. You will need to opt out of the service at least two days before you think that trial is up. This was a huge and disappointing shock for me. After a week of service requests and emails they have finally offered me a full refund.
I signed up for the 14 day free trail and honestly did not do much within that time frame. My "notice" went to spam and with the busyness of daily life, I forgot about the trail. When I called to explain the situation, I was told that they could do nothing about it, but to make it better they would send me a free DNA kit. It has been a month and it has not arrived. I feel scammed by the this company.
I was charged an entire year despite missing the deadline by 1 day. Since not being able to get a refund, I have played around a bit with the site. I do NOT recommend you spending your hard earned money on myheritage.com
Highly disappointed
Dear Valerie,
Thank you for your review.
I am sorry to read about your experience and we fully understand that emails and notifications can sometimes be missed.
With regards to the DNA kit delivery, I can look into this and provide a solution. More often than not it is simply due to delivery delays.
Please write to me directly at, dean.vipsupport@myheritage.com and I will look into this for you.
Looking forward to hearing from you.
Kind regards,
Dean,
MyHeritage team.
I wanted the basic subscription which stated that it was $9.95/ Month USD. I look at my bank account an hour later and MyHeritage.Com had taken $119.00 USD out of account stating that it was for a whole YEAR!. It did not say anywhere on the site that it would take a years worth out of my account at one time or else I wouldn't have signed up at all! As a college student $119 Is a big deal to me and I cannot spend so much at one time like this. I am very disappointed that I have been deceived this way.
Dear Brian,
I'm sorry to find your low star review and it seems you may have misunderstood the subscription's terms that were shown to you online. I will do all I can to help reverse these charges and help you find the right subscription that fits your research needs and budget.
While we do offer a monthly plan, you seem to have chosen the annual plan. In any case, your refund is guaranteed because 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".
In order to issue you a full refund and set you up with a monthly plan, I need to locate and verify your MyHeritage account. Please e-mail me from your registered e-mail address at rafael.vipsupport@myheritage.com so I may help you with this as soon as possible.
You are already my first priority today and I will be looking for your e-mail.
Kind Regards
Rafael
MyHeritage
I signed up for this service and was immediately unhappy with the results. When researching a family member, I was asked to spend yet more money to access a completely different research site (this one even more expensive than My Heritage). I have been attempting to cancel my subscription to My Heritage for weeks and STILL have not been able to do so. I want a full refund of the $119.99 I paid for a subscription that does not fit my needs, but I can't seem to do it (in fact, this morning, their toll free number range twice, then went to a busy signal). Any calls I have received back from customer service have left messages advising me that they can help me figure out what I don't like about their site... but I just want to cancel... researching your heritage shouldn't be an anxiety provoking experience and that is what I am feeling! At this point I have disputed the charge with my credit card company as I have no other option.
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 Aldrico,
I'm sorry to read your feedback and review score and I can assure you our feedback is very important to us.
We are constantly using the feedback from members such as yourself to research, improve, and refine our ethnicity estimate and it is our goal to provide the most state-of-the-art family research tools.
That being said, I am very interested in going over your results along with the results you find of your spouse.
Please contact me from your registered e-mail address at rafael.vipsupport@myheritage.com so I may investigate your Raw DNA along with your ethnicity estimate.
Looking forward to hearing from you.
Rafael
Myheritage