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
I called today to cancel my data subscription and to ask that the cost of this subscription which was paid on August 29,2017 ($159.20) was going to be put back into my credit card account. I talked with Joshua and he said it would be taken care of but it may take up to seven days. Joshua was very cordial and I was pleased the way he handled this issue.
My name is Howard Barnes, I am a 74 year old great grand father and father of 8.
I came from a very large family and through two wives I had a large family.
I thought it may be times to leave a little history for my children and grand children.
MyHeritage is so easy to use, in just a few days I have registered more than 125 people mostly from old pictures and my momma's bible. I have gone back to the early 1800's, MyHeritage keeps feeding my with matches
MyHeritage helpful and appreciative folks
I am thankful that I found them
I created account there one month ago, and choosed a free subscription which is shown in my account. Then I bought two DNA kits there. After one month they charged 121.77 euros from my bank account. I didn't make any purchases or subscriptions from MyHeritage that day. So, they stole money.
As for now, I don't know if they will stole more money, as they have my bank card details. And for sure I can't trust data they provide, as I see their main goal to stole money from customers.
I think MyHeritage is misleading. It says it's free but then only allows you to add 200 names before you have to pay them money. If I had known they were going to charge to use what they had advertised as a free website I would not have wasted my time adding ancestors. I was not warned about what it would cost until I had added 188 names. This was a lot of work on my part as I had added not only information but photos as well. They need to state up front what they are charging to use their site.
Dear Jim,
Thank you for your review on SiteJabber.
Upon creating an account at MyHeritage, you are presented with the option to choose a subscription for your new family site. Here you can see the different plans that we offer, including the basic (free) plan with it's limitations.
Please note that with a free plan, you have less storage capacity and you will not be able to make use of all the resources that are available on MyHeritage, such as Smart Matches and Instant Discoveries.
Should you wish any further information, please contact us directly by sending an e-mail to support@myheritage.com and place my name in the subject line. This way your e-mail will be forwarded to me and I can personally assist you.
Best regards,
Thamar
MyHeritage Support Team
I asked for help to discontinue my annual subscription. I was pleasantly surprised at the professional assistance I received from Bert. Not only was Bert willing to assist me, he clarified some of my misunderstandings about the website. I had not accessed nor posted info onto the My Heritage site for over 2 years. Bert helped me understand that I would still have access to my account and even helped me to delete another account that was a partial duplicate I'd created long ago. Now I am eager to update and clean up my family tree, thanks to Bert. I have to commend the efficient and friendly customer service I received at My Heritage. Thank you!
I have found this website easy to use and would definitely recommend it.The myheritagesupport team have been exceptionally helpful with a recent problem I had after my computer broke down. Lots of data missing and unable to log in.
Sent an explanatory email to the support team and, hey presto, problem solved. I am very grateful to have my family tree details restored.
The response time to my enquiry about the subscription cost was too long. My question was not complicated and should have been responded to more quickly.
I have been billed for my subscription at a rate higher than quoted in the response, $409 vs. $389 CAD, and I find this increase unacceptable.
A refund of the difference would be appreciated.
I am not the most knowledgeable about computers so had some issues in my family tree. I spoke to someone on the phone who was very nice, but could not help me and referred me to Tech Support. They are not very swift in responding back, but they were able to tell me how to resolve my problems after several emails back and forth.
I appreciate their help.
MyHeritage works great. It looks great, and is easy to work with, adding pictures, entering data, etc. It is very responsive and keeps you busy sending you Discoveries and Matches. A couple of weeks ago something started blocking me from getting into my Tree. I contacted MyHeritage and Yahuda patiently guided me through the problem and I am now back in business. Thank you for being very responsive.
Who needs to know the second cousin of a great great grandmother? Give the user the ability to select which ancestors of a matched Tree is downloaded onto the receiver's Tree. As a receiver I am really only interested in 4th generation or more in the direct line; I haven't got time to fiddle around with non-direct ancestors from the 1600's say.
I cancelled my subscription. Only for me to find out they had not cancelled it. Retraced my emails they actually said they going to bill me £75.00 as this was 25% of the original price. Which i was confused, checked my statement they had billed me £90.00. The whole thing is a rip off. Right now I am waiting for a call I want my money back, this is disgusting. Waiting for a response. Check facebook there is a page for them caller ALERT SCAMMERS
Dear Adeola,
Thank you for your review here on SiteJabber.
Would you be so kind as to write to support@myheritage.com from your registered email address and also place my name in the subject field of your email.
This will ensure that you are forwarded to me and I will look into this matter personally for you.
Thank you for your cooperation and I look forward to your reply.
Kind Regards,
Dean,
MyHeritage Team.
Using MyHeritage, I was able to re-establish contact with a family in the UK to whom we had lost any connection seveal decades ago. This was just great! Customer service was also very helpful and responded within a short amount of time, in spite of the Christmas holidays.
I appreciate the 24/7 live assistance. I really do not have the time to delve into this study at this time. If I did, I would appreciate a 30 day free trial for the more in-depth subscriptions available.
The customer support was effective and efficient.
Thank you, JP
Contacting your company for help has (phone) been difficult. Message I got were Phone lines were down
Trying to get help via computer is terrible. Right now I can no longer get into my family tree, because I did do what was Suggested via my last phone call.
Dear Richard,
I'm sorry for the inconvenience and will do all I can to assist.
In order to help, I need to first locate and verify your account.
Therefore, please e-mail me directly at rafael.vipsupport@myheritage.com so I may assist you with this as soon as possible.
Kind Regards
Rafael
MyHeritage
I recently had my heritage results I was very pleases with them. My friends are very interested in having the d. N. a testing, i encourage them to go ahead it is so exciting, very helpful over the phone They cleared up a doubt i had no i understand things much better... Bob
I was very impressed with the way this young Lady helped me she was a real help in explaining about the DNA test I wanted to order. A very Rare thing these days... such a Friendly Helpful and Patient Person... Great Service My Heritage. Thank you George Weiss
I've been with Ancestry.com for a while and found the site to be quite good, but didn't like the layout of the family tree. My Heritage look better in this respect so I joined up.
Within minutes I realised my mistake. The initial payment just seem to cover the use of the site and you have to pay extra to see any records. I spent five days trying to cancel, in the end getting a phone call offering me a free MONTH!
When I tried to get my subscription returned, I was told it had already been 'activated'. I have cancelled my membership - I hope!
In future I will stick with the very helpful (and free) LDS and Ancestry.
My Heritage -? AVOID LIKE THE PLAGUE!,
Dear Susan,
Thank you for your review here on Sitejabber.
Would you be so kind as to contact me via support@myheritage.com from your registered MyHeritage email address and also place my name in the subject line. This will ensure that you are forwarded to me and I will look into this for you.
Thank you for your cooperation and I look forward to hearing from you.
Kind Regards,
Dean,
MyHeritage Team.
After a year's lapse in working on my family tree, I had forgotten much of the limited knowledge that I had in genealogy. I couldn't even get started, for several major problems became apparent. A member of your support team, Megan, gave excellent assistance in resolving these issues. With renewed confidence and a clear path ahead, I am looking forward to making great progress in my family research. I am grateful for the help given by the My Heritage support team.
My adopted daughter and I went to MyHeritage.com to explore membership for her. They ask you for information (names of parents), ask you to import a family tree from sites like Ancestry.com, etc. Kind of hard to do if you're adopted and don't have any of this information. Nowhere on the MyHeritage site did we see the option to simply join and get a DNA test kit. They did offer a trial membership, but that required giving the same information about parents, etc. too. Ancestry.com on the other hand was very easy to join. We considered MyHeritage.com based on reviews saying that it gives more information in regards to European matches. Oh, we also tried contacting MyHeritage Support. You either have to log in as a member, or create a membership using the information that an adopted person probably wouldn't have. No way to actually contact someone.
Hello Nick,
Please note that MyHeritage is free to sign up to and the free trial you do not have to accept.
With regards to our 7 steps of information that you are prompted to enter, you may skip over these and simply create a family tree with only you in it.
You should then be able to to purchase a DNA kit if you wish to do so.
If you need any further assistance or have any further questions then please feel free to write to me to shane.vipsupport@myheritage.com.
Kind Regards,
Shane,
MyHeritage Team.
08/29/2022
I sent a kit on 07/19/2022 (6 weeks ago) and have not had any reply. No way to contact myheritage through their website. Service to be avoided.
I saw that the technical service here "tries" to help and I wrote an email to "paul. Vipsupport", one week ago and still no reply.
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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Hello Anna,
Please note that once you enter into a free trial subscription, or purchase a full years subscription (Site or Data), you are sent a "Thank you" email to your registered MyHeritage.com email address.
Within this email, there are listed the benefits of the subscription and also instructions on how to cancel the automatic charge at the end of the free trial period also shown is the renewal price for the following year.
We do however understand that these emails may be routed to a junk or spam folder and therefore get overlooked.
With that in mind, I would be more than happy to assist and follow up with any questions or problems you may be having.
Please contact me at Nikolina.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,
Nikolina, MyHeritage Team