I was concerned when only three of four purchased DNA kits were shipped. When I called to find out why, MyHeritage employee, Mark, went right to work to verify my purchases. That accomplished, he promised to call back within 24 hours to inform me of the status of the fourth purchase. He did just that and made sure that purchase was also shipped.
Well after reading these reviews I will not even look at the site! I've been on other sites where you can't cancel when you want. I actually had to cancel my credit card because of one of them.
Sorry Dean.
I am hoping that you will be reported to consumer and corporate affairs and BBB
Bmw
I have had a technical problem with the software for over 100 days. The only feedback I can get is that "our tech team is aware of and working to solve the problem." I can't be the only site manager that has experienced a problem with the "Sync" function. Not being able to sync has created other problems with saving newly added data.
Following a reload of MyHeritage to a new computer I needed some assistance to make the sync function work properly. I feared all data and photos might be lost. The tech support was responsive and direct. I received understandable directions and my problem was solved with a few key strokes. The service was excellent.
Always willing to help, if I have a problem with my tree, ringing me back could be a bit quicker, but I also understand, that it can be very busy. So far so good. I have been a full member since June 2017
I was on hold 20 minutes and started 8th in line, but the automated system kept me updated on my position in the queue. When I spoke with Jordan he handled my matter quickly and efficiently.
I wish I had been given advance notice of the upcoming renewal, so that I could take care of the matter before rather than after the fact. As it were, the renewal charge was submitted one minute after customer service closed on Thursday night. I was left racing to clear up the matter before I incurred an overdraft charge.
My first person/person contact with My heritage was with Lisa yesterday. She was extremely helpful. Her support and initiative allowed [what was to me a difficult issue] a quick resolution. I shall have no hesitation recommending My Heritage 'help' to any person interested in contacting them.
I subscribed for 14 days free trial and the 23/7 telephone support was unavailable on the two occasions I tried to use it on the first day. I therefore tried to unsubscribe but there was no way to do it on line as it goes in a loop with no end. E mail was no better with the promised acknowledgement of appearing. They still tried to take my money but fortunately my credit card company supported me. I strongly advise to stay away.
I was number 26 in line waiting for a rep... so I put my phone on speaker and worked
On other projects. The representative came online after about 50 minutes - and he
Was great. Patient and thorough. Some things are worth waiting for.
I had problems with some bugs in the latest software version. A quick helpdesk reply suggested reloading a earlier version that they me a path to. This now works well. Great staff on the helpdesk were wonderful.
Been a user for well over ten years now.
I rang to check on the progress of my order. I was dealt with Alon? Who was absolutely brilliant. She was so pleasant and professional and given the stress I know contact centre staff face every day she made me feel that my query was important and she wanted to help. She is a credit to your company thanks so much and well done. Peter
If you get a trial and decide to not continue, be very sure you actually canceled. I emailed requesting a refund and for some reason they're requiring me to talk by phone "to help me with my request." My request is very simple, the kind normally settled even with a chat bot. I want a refund.
Also, when I initially contacted Support, I was told I would receive an answer in 5-7 days. That was not the case and I'm having to constantly follow up with them to get someone to be helpful.
Hello Martha,
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
Both my wife and I are on the same email account so when I wished to activate, only she came up on the activation page. But the customer service rep. - David N =-
Settled this fast and efficiently I am happy. Kudos David!
Watch out! MyHeritage charged my PayPal account for $300 without my permission & no notification. When I tried to get a refund, the person who spoke to me not only tried to get my credit card number, but also asked for my BANK ACCOUNT number. These were illegal questions--MyHeritage is a foreign company that does not operate under US law. I have gone through 2 days of hell to reverse their $300 charge. They also tried to keep me on the phone as long as possible to get me to pay them even more money! MyHeritage is either a criminal organization or an organization that hires criminals for customer service telephone calls. I was a customer for their genealogy records for a year, but never again!
Dear MyHeritage Member,
I am sorry to find your low-star review.
To clarify, MyHeritage informs all of any charge and its price on the automatic e-mail that is sent out after you enroll in a subscription and after every renewal or purchase a DNA kit. Also, one may view the status or cancel an annual subscription at any time when logging in to MyHeritage from the My Purchases page.
We do not attempt to keep users on the phone for longer. Our US phone number is toll-free meaning you would not be charged at all for your phone call.
Our agents also do not request bank account information when processing a refund. Therefore, an investigation is required. Please email me via kayleigh.vipsupport@myheritage.com.
Kind regards,
Kayleigh
MyHeritage Team
I wanted to know which specific countries I was from in North and West Europe. Nicole took a lot of time to explain to me why that isn't possible in countries that border each other as they do in that area and that it goes back before those countries even existed. She explained several other scenarios and took all the time that was needed for me to understand. I really appreciated her help.
Were you aware that MyHeritage takes info from Private Trees and offers it to other tree owners on the site?
MyHeritage have what they call their Discovery Hub, this is where they offer your private info. Does MyHeritage own my tree or do I? I am told if I do not want private info taken in secret from my tree I cannot have the Smart Match facility (by which I have a choice with who I share).
Apart from this abuse of privacy I have enjoyed the site but I am now paying a premium subscription (£152.64)which has almost another year to run just to keep my tree there. Unlike it's rival this doesn't include any access to records (census/. Bmd etc). This access would cost almost another £100.
Dear Polly,
Thank you for your review here on SiteJabber.
Your family tree is owned by you and is your responsibility as a MyHeritage user. Along with this so are all of the privacy settings that you have at your disposal.
If your data is included in SuperSearch it is automatically protected by settings that keep sensitive information private. You can feel confident that your data is secure, while enjoying the benefits of being a part of SuperSearch, such as Record Matching.
First names, birth dates and other important information about living individuals from the family tree are always hidden, even when viewing records with a full access subscription.
You can always privatize your data in the ‘My Privacy’ menu:
1. Click on your name in the upper right hand corner of the screen.
2. Select ‘My Privacy’.
3. In ‘My Privacy’ page click on ‘Content’ on the left side of the screen.
4. Change the setting called ‘Include family tree in MyHeritage historical search engines (recommended)’ and review check boxes next to the photo albums in the end of that page.
If the setting ‘Include family tree in MyHeritage historical search engines (recommended)’ is enabled, the individuals in your family tree who are marked as deceased will be searchable and viewable in MyHeritage SuperSearch and the other genealogical websites in the ‘MyHeritage Website’ Group.
This allows users who are looking for ancestors to find your data and consequently to find you. The details of living people cannot be searched or viewed except for last names only.
Keep this setting enabled if you believe that your family tree may be valuable for other genealogy researchers. Turn it off if you do not want others to find and view any part of your family tree, including deceased people.
If you do not want your photos to be included in Super Search, remove the check boxes next to the photo albums.
An Instant Discovery™ is a "package" of family history information that you can apply to your family tree just in one click.
Every Instant Discovery™ is based on a match found by our Smart Matching™ technology in other family trees on MyHeritage, and we filter out incorrect matches automatically.
If an individual in your family tree connects to a branch in another family tree, you'll be alerted about this and can then choose to add everyone in that branch to your tree, who is not already there (up to 40-50 people), rather than manually add people one by one, and amend the data piece by piece.
Instant Discoveries™ complement Smart Matches™ in how the information is applied to the user's tree. With Smart Matches™, information is added to the tree one fact at a time, one person at a time, manually. With Instant Discoveries™ an entire branch can be copied in a single click, along with all facts, events and photos, and source citations are automatically created in the target tree to document exactly where the data came from.
To protect the privacy of other users, Instant Discoveries™ never bring information on living people.
A Premium site subscription gives you the following benefits:
* 2500 individuals to grow your family tree.
* 1000 MB storage for family photos, videos, and documents.
* Priority email support to get answers quickly.
* Family Tree Builder Premium – Smart Match Merge, All-in-one chart and interactive maps.
* Special features like Timeline and Timebook.
* Enhanced Smart Matching – confirm and reject matches, contact Site Manager, automatic merge.
* Access to the MyHeritage collections in SuperSearch to boost your research. Historical content and records are often owned by external agencies that require a fee to view them. However, we do offer Premium subscribers access to specific data collections with more data being added on a daily basis.
The Super Search is made up of many "Collections". There are four MyHeritage collections. These are comprised of data from MyHeritage and are not available anywhere else on the internet. The four MyHeritage collections are:
1. MyHeritage family sites
2. MyHeritage members
3. MyHeritage family tree individuals
4. MyHeritage photos
Collections 1 & 2 are available to MyHeritage members with a Premium family site subscription.
Collections 1, 2, 3 & 4 are available to MyHeritage members with a Premium Plus family site subscription.
A Data subscription gives you full access to our Super Search genealogy search engine which contains millions of records from thousands collections. With this Data subscription you will be able to use not only the SuperSearch but, the Record matches, the Record Detective. We are constantly adding new data to SuperSearch, with at least one million historical records plus one million family tree profiles added each day. This means that even if you don’t find what you’re looking for on SuperSearch, chances are we’ll have it for you very soon.
These two subscriptions can be purchased and used either separately or together. With both products you can enjoy the full research package that MyHeritage offers - enabling you to build, manage and share your family tree in addition to doing historical research and finding documents related to your family.
If you would like to access all the collections on the Super Search, you would need a separate Data subscription.
For more information about privacy settings, Instant Discoveries or subscriptions you may log into your online family site and scroll to the bottom of your page and click on the "Help" option under Support. Here you will find not only the above mentioned you will also find a wide range of topics covered in our FAQ section.
Trusting this has proven useful to you.
Kind Regards,
Dean,
MyHeritage Team.
People need and should understand when they sign up to this database. They provide a great service to those who are researching their family tree. If you find an error on your family tree, there's a way for you to edit. It's not the responsibility of any of the website. When I had a question, I was given an immediate response. I have the emails to support this. It was not a computer generated response. It was from a real person who responded at a time when everyone was probably asleep. I find them to be hard working, diligent company that provides a great service and support.
This company matches your DNA with open-samples from 42 counties and this comparing with 195 countries, this coverage is very low. They don't have a list of the coverage.
Your DNA will be stored in US servers. Please read the agreement and terms! As EU citizen your privacy is not protected, at the question: "will my DNA results will be removed", I didn't get any answer. So I give them my DNA + pay money to get a very global result which you also can tell me by looking in my face. I don't trust this kind companies as a EU citizen. Israel citizens are protected so they are not allowed to use the service, but it falls under Israel and US laws. This confuses me.
Dear Jack,
I apologize for the delay in response and I will do all I can to help.
While we do offer privacy settings with DNA that is uploaded and shared. It is true to consider that sharing your results can help the DNA researching community to determine better quality DNA matches for everyone and is known to help find more precise information about your own personal roots.
I would like to assist you with giving you more information about removing the DNA results as you have asked but I have yet to find your request. Your DNA privacy is important to us and I think we'd both prefer to discuss privacy issues in private.
Please contact me Personally at rafael.vipsupport@myheritage.com.
Regards
Rafael
Myheritage
I was very surprised - all my questions were answered very friendly with much patience and very competent. I have learned a lot and I am very pleased, that there is a possibility to put my heritage into the system now, where no one can make changes but can look at it and see what is correct. Ged.com files can be used to import all my dates form the old PAF programm, that is wonderful. And the DNA bank is just great. I am looking forward to hear or see some results.
Very suggestible! Greetings Gisela
I posted my family tree at FTB and discovered many different links with other families. It was very nice. You receive e-mails with smart matches and record matches with a lot of new information about your ancestors.
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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Hi Dennis,
Sync issues can indeed be frustrating and I sympathize with your efforts.
I'd like to hopefully solve this issue for you or at least investigate why your case has not been resolved yet.
In order to do so, I need to locate our registered account.
Therefore, please e-mail me directly at rafael.vipsupport@myheritage.com so I may ensure this is resolved as soon as possible.
I will be looking for your e-mail.
Rafael
MyHeritage