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
My Heritage is a serious site. Fast and precise answers reached me every time a question was put and the small problems (if he it there a) are quickly resolved.
Coven.
PS: Sorry for my english language.
Since 01st of september I've been trying to get support from Myheritage to resolve my issue and haven't got a decent support for it.
Very bad customer service, and kinda a scam. My wife bought two kits, one for me and one for her. Her kit has been completed properly, but I am still waiting for the results of mine, since 18/08 and dont even have it linked to Myheritage account.
We are currently seeking support to check what has happened between the kit and my account or for a refund and no answers at all.
My customer support operative easily talked me through how to resolve an issue with my family tree builder project, which had got stuck at the synchronization stage with my family site. Thank you for your kind help!
Results that I received were based on the information about my family that I put myself on their website. All my family members including grand and great grandparents are from middle Russia - never been abroad and by no chance almost 50% of my genes can be British and Western European. My feeling is that they wrongly assumed that if my address is in the UK then my ancestry should be part British part Irish. Can't feel anything but disappointment at this nicely made rip-off. Avoid MyHeritage Dna testing by all means! They are scammers!
Hi Andrey,
I'm sorry you feel this way about the DNA test you have purchased from Myheritage.
I can understand your frustration but I can assure you that we do not assume anyone's DNA results by their mailing address.
The results you receive in the MyHeritage Ethnicity Estimate are based on an autosomal DNA test. This test analyzes DNA inherited from both your parents, giving you a range of information about where your ancestors lived before a few hundred years ago.
Because the percentages of DNA a person receives from his ancestors at the level of second generation (grandparents) and further back are not necessarily divided evenly in each generation, it is possible that one great-grandparent may have passed on 3% of his/her DNA to his great-grandchild, while another great-grandparent may have passed on 11%.
This might explain some surprising results in your MyHeritage Ethnicity Estimate. If for example one grandparent is pure British, and the other three grandparents are all pure Russian, the grandchild may be anywhere between 0-50% British, and 50-100% Russian. However, the probability of a person having only one pure ethnicity is very unlikely.
Please note that bio-geographical estimates, are complicated. Different researchers analyzing the same DNA of a person can come up with different estimates based on a number of different factors, including the reference populations used for comparison, the algorithm, and many more factors.
All in All, your feedback is important to us. After the initial launch of the Ethnicity Estimate Beta, we received feedback from our users that we are using to improve and refine our current model. We are also still in the process of data analysis and we are still receiving and analyzing DNA samples for the MyHeritage Founder Population project. Once we will have analyzed most of the DNA samples for the different ethnicities, we will gradually add many more supported ethnicities in the MyHeritage Ethnicity Estimate.
We would like to re-process your raw DNA data when this updated model is ready in the near future, so that your Ethnicity Estimate will be more refined. We will be sure to keep you updated when this has happened.
In the meantime, please feel free to contact me if you have any other questions about your research at rafael.vipsupport@myheritage.com.
Warm Regards
Rafael
Myheritage Team
We paid for and sent a sample for a DNA test to MyHeritage about a month ago and there has been no response. Their customer service is non existent. It is very challenging locating the 800 number and then when you find it and call, you are always greeted by a recording that says they are not available. They also don't appear to have a way to contact them by e-mail. So, I will be sending them a snail mail letter asking what ever happened to the results of our DNA test. I am totally dissatisfied with MyHeritage. I would give them zero stars, but they don't have a button for that, so I have graded them with one star.
Jonathan Zimmer
Dear Jonathan,
Thank you for your review here on SiteJabber.
Please write to support@myheritage.com from your registered MyHeritage email address and also place the word DNA in the subject line and a friendly DNA representative will contact you at the first available moment.
Kind Regards,
Dean,
MyHeritage Team.
I took out the 7 day free trial, and decided, the same day, not to pursue it any further.
I tried to contact the company on 5 different e-mail addresses and they were all returned.
I forgot my password, and must have tried a dozen times to get a new one, being told each time that I would be sent an e-mail with the instructions on how to go about it, but I never received one.
I am SO angry, and if they take any money out of my account, I will prosecute them.
I ordered a kit on 09/04 and 2 weeks later I didn't received it. I had to call MyHeritage to know what happened with my order. Why don't they send an email to advise of any delay? I will update this message if the end of the process improve my customer experience
Dear Christian,
I am sorry to read your low star review, and do apologize for the delay in updating you on the progress of your order.
I would like to investigate your case personally. In order to do so, I will need to locate your account. Could you please email me at hugo.vipsupport@myheritage.com with the details of your order?
I will be looking for your email.
Kind regards,
Hugo, MyHeritage team
Again I was in need of assistance. Sent an e-mail and very shortly received a reply helping me resolve the problem I had. Have to say, My Heritage customer support staff seem to be always on the ball with speedy replies and their knowledge of their systems seems to be first class.
I find My Heritage easy to use (more so than another genealogy program I have used) and the support when I have had questions or the rare problem has been very good.
I gave it four stars instead of five as it sometimes takes a little time to add information after clicking the plus sign. This may be due to connection issues or even my own computer - it may not be the fault of My Heritage at all.
I had a glitch that I was unable to solve on my own. It did take two calls over two days to resolve. The second call may have been needed because of confusion at my end; never-the-less, the MyHeritage representatives were calm, friendly, professional and most of all my problem was solved.
I have been using My Heritage for several years and been able to build a family tree that has been an great tool to talk about our own family history, by identifying how diverse our family really is. With the cross referencing tools and simple format it is easy to follow the bread crumbs of most family histories if a person is willing to invest the time. We had a minor issue with some billing for associated services and were please with the responsive and dutiful follow-up that the staff at My Heritage demonstrated.
Hi Bart,
I'm sorry to read your low star review and will do all I can to help.
I would also like to clear up some of the misinterpretation you exhort in your feedback because we do not double the membership price after the first year.
While some members do receive a discount on their first year's membership price because of various promotions we run, MyHeritage informs all members of the annual charge and its price on the automatic email that is sent out after you enroll in the membership and before every renewal. Also, one may view the status and cancel an annual subscription at any time online when logging into MyHeritage from the My Purchases page and incur no annual charge.
Indeed, MyHeritage is based on subscriptions and annual membership prices may be subject to change after expiration. Mainly because It is not possible for us to hire a technical staff and stay consistent while offering so many record collections along with state of the art research tools without updating the fare. As you may know, many services in general, are subject to price change 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.
Nonetheless, we offer an assembly of separate subscriptions that will fit your research and budget including 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.
If you are unhappy with your annual membership, I invite you to go over 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
Please feel free to contact me personally at rafael.vipsupport@myheritage.com if you are in need of assistance with this or if you have any questions about your membership, I would be very happy to help.
Sincerely
Rafael
MyHeritage
I recently contacted MyHeritage customer service to follow up on an error I had made when renewing our family's subscription. They were quick to understand what I was asking, and promptly resolved the problem. I have never called MyHeritage for help, but I now know that they will work to fix any issue and follow up with great documentation. Good company.
I paid for the AI Time Machine generator (you are suppose to receive it within hours) and received nothing for my money, not one photo. I had to email customer service 7 times and finally I gave up. I did receive a refund after a week of no response. It's not the fault of the people as I'm sure this is company wide and not up to them but I would not recommend spending your money here, in any circumstance.
Hi Gemma,
Please write to me from your registered MyHeritage.com email address to, dean.vipsupport@myheritage.com and I will look into this with high priority for you.
Kind Regards,
Dean,
MyHeritage Team.
This is a great website for exploring family history, with access to hundreds of records. My main negative is that no subscription reminder email was sent before my free trial ran out so £108 left my account and I had to go through the effort of getting a refund. Customer service were really helpful with this but it seemed strange that I had no contact to remind me to cancel my trial or continue with my subscription until too late.
Dear Rebecca,
I'm sorry to learn about your experience and I'm glad that a refund was already arranged.
I'd like to clarify that once you sign up for a free trial, you are signing up with MyHeritage, so you can benefit from the features MyHeritage has to offer.
MyHeritage informs all of the annual charge and its price on the automatic email that is sent out after you sign up for a free trial. Also, one may view the status or cancel the free trial at any time when logging in to MyHeritage from the My Purchases page and incur no charge.
See: https://bit.ly/2t4liSr
If you have further questions or concerns please don't hesitate to contact me on a direct basis via "catarina.vipsupport@myheritage.com" from your registered email address.
Kind regards,
Catarina MyHeritage Team
I had a problem with my subscription payments and I admit that I did get quite obnoxious towards them, (Sorry!).
After a few days and some discussions everything was sorted out for me.
The Support Team were excellent in the manner of how they handled things and I can't thank them enough for what they did.
I apologized sincerely to Dean, May, Judit and other Support Team members for my behaviour and I'm very happy with the whole outcome.
They restored my faith in their company for which I have been a 'member' since 2012. My Family Tree is quite large now with 23,064 people and I want to keep on building it.
Thank you again for your help, support and your commitment to the company.
Kind regards,
Mrs Shirley-Ann Miller
I unfortunately got a refund because I went 22 days without hearing a single update on my package! Called the post office. Nothing. Absolutely very disappointed in this. This is my first time even ordering one of these packages! Please make this right my heritage.
I still receive e-mails from My Heritage. I can not re-set my password, nor can I keep paying anyone monthly fees. It has not been easy to communicate with the site.
In fairness, I must add that I had been at Ancestry for two years, so that may have been part of my problem.
We are all different, so don'y let my opinion stop you, if you like them, great! I am STILL getting e-mails with no way to unsubscribe!
I have been trying to print family books without any success over the last 10 days. I contacted MH support and found out this function is not working because of a bug. Could you tell me when it will work again? MH support was not able to provide a delay and mentionned it could be not before months!
Dear Catherine,
I'm sorry you have not yet been able to print your family book and use this feature. I'd be happy to investigate this but for you and or see about giving you a workaround to your issue.
In order to do so, I must first locate your registration, therefore, please e-mail me directly at rafael.vipsupport@myheritage.com.
Looking forward to hearing from you.
Sincerely
Rafael
MyHeritage
Service is surprisingly good. When I run into something I can't handle, they get back to me promptly and politely.
I wish there were a way their computers could take a specific match and put all matches on one page to compare with mine. I am simply overwhelmed with matches for the same person(s) in my tree. For example; Could all matches with the name "Jane Doe" be listed together and all confirmed or rejected at one time?
I am thinking about DNA testing, but want to go back the male line. My brother is willing but I am worried about privacy issues.
Did have a family tree on My Heritage. Suddenly I could not fins it Anymore. Phone Heritage help line and got an answer from a machine telling me there is no customer service for unpaid clients. What a load of CRAP!
Dear D P.
I am sorry to read you are unhappy with our service.
We value the satisfaction of all of our members and strive to offer a first class service to our members. I would like to investigate your case personally, please send me a message from your registered email address to shane.vipsupport@myheritage.com and I will be more than happy to help you.
I look forward to hearing from you.
Kind regards,
Shane, MyHeritage Team
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 Ramon,
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