• MyHeritage

MyHeritage

Overview

MyHeritage has a rating of 2.86 stars from 3,505 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about MyHeritage most frequently mention free trial, credit card, and full refund problems. MyHeritage ranks 1st among Genealogy sites.

  • Service
    346
  • Value
    298
  • Shipping
    181
  • Returns
    174
  • Quality
    269

This company responds to reviews on average within 4 days

Positive reviews (last 12 months): 13.5%
Positive
13
Neutral
3
Negative
80
107
See all photos

What reviewers want you to know

Positive highlights

  • I have been working with Myheritage for almost 2 years to create a family tree.
  • If I have any further concerns, I will be happy to contact the support team again.

Critical highlights

  • Meanwhile I was worried that my DNA kit was lost I email the customer support on the 22nd of february.
  • Thieves... Charged my credit card $203.00 and say they have no record of it, to refund me.
How would you rate MyHeritage?
Top Positive Review

“Great experience”

Denise C.
5/18/20

This was one of my best gifts ever. I had the chance to find out so much more than I knew. Thank you guys

Top Critical Review

“Avoid scam”

Lauren M.
3/26/24

Extremely disappointed with this service, I sent my DNA test in January and have still have received nothing back. Not only that but I have now been charged a further £114 for an annual cost when i cannot get a reply regarding my DNA test. No updates or correspondence at all, I feel like they just want the money with no interest in providing a fair service. I would avoid and try elsewhere and am now raising a dispute with my bank.

Reviews (3,505)

Rating

Timeframe

Other

Reviews that mention popular keywords

family tree (469) support team (139) dna kit (199) credit card (106) dna test (176)
Thumbnail of user laurenm1424
1 review
0 helpful votes
March 26th, 2024

Extremely disappointed with this service, I sent my DNA test in January and have still have received nothing back. Not only that but I have now been charged a further £114 for an annual cost when i cannot get a reply regarding my DNA test. No updates or correspondence at all, I feel like they just want the money with no interest in providing a fair service. I would avoid and try elsewhere and am now raising a dispute with my bank.

Tip for consumers:
avoid scam

Products used:
dna test

Service
Value
Shipping
Returns
Quality
Thumbnail of user deanp12
MyHeritage S. – MyHeritage Rep

Dear Lauren,

I regret to learn of your dissatisfaction with our service, I will do all I can to help you with your subscription and DNA kit tracking. These issues are of utmost important to us.

Occasionally, we offer promotions that include discounted DNA tests with trial memberships. Regarding the trial membership you mentioned, please be aware that it can be canceled at any time by logging into your MyHeritage account. Simply click on your name in the upper right-hand corner of the page, then select 'My Purchases'. Here, you'll find the option to cancel the paid membership and continue with a free basic subscription, avoiding any annual charges.

Your satisfaction with your purchase is of utmost importance to us. If you've forgotten to cancel, you still have a 30-day window from the initial purchase date of the subscription to do so. I'd be happy to help with that.

With regard to your DNA kit, regrettably, MyHeritage has limited influence over the postal service, and occasionally, items experience delays despite our diligent efforts.

In order to assist you, I will first need to locate your registered account with MyHeritage. Therefore, please email me from your registered email address at rafael.vipsupport@myheritage.com. Also, please include a link to this review so I can recognize your feedback.

I look forward to resolving this as soon as possible.

Sincerely
Rafael
MyHeritage Support Team

Thumbnail of user claribelv5
1 review
1 helpful vote
February 3rd, 2024

I was in My heritage DNA since 2022 were the change of services was $50, this year the changed me over $300 even do I wrote to customer services to cancel the SCAM subscription.

This is an scam, there is not update since 2022 to now. Processing charges without providing services. I called then and emailed many times to get my money back without luck.

They are scams

Tip for consumers:
Search for others providers 1st

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Thumbnail of user deanp12
MyHeritage S. – MyHeritage Rep

Dear Claribel,

I'm sorry to find your low star review. We want to assure you that MyHeritage is committed to ethical practices and operates within the bounds of the law.

It seems that you were unaware that you can cancel your trial online and incur no charge. In other words, a trial membership with MyHeritage can be canceled at any time by simply logging into your MyHeritage account. It can be done by Navigating to your name in the upper right-hand corner of the page and selecting ‘My Purchases’ while logged in online. It's possible that you may not have been aware of this option.

If, however, you forgot to cancel and are within the 30-day window from the initial purchase date of the subscription, a refund is guaranteed. That said, it is understandable that circumstances may arise, and we're here to assist you with the process for requesting a refund if that is what you choose.

Your feedback is important to us and I would like to assist you with resolving this issue. Therefore, I kindly ask you to provide additional details so that I can locate your registered account with MyHeritage.

Therefore, please e-mail me directly at rafael.vipsupport@myheritage.com so assist you with this as soon as possible.

Please also include a link to this review in your email.

Sincerely
Rafael
MyHeritage support team

Thumbnail of user jessee340
1 review
1 helpful vote
January 28th, 2024

I wanted to download my raw DNA file and attempted to do so using the instructions listed on the MyHeritage website. The option to download was not there. I then attempted to find out why this is by contacting their customer service but it only gives me the option to use the knowledge base which gives the same instructions that don't work. In order to speak or email a customer service representative you have to pay and go premium. Stay away from this company. Their results are basic at best and you cannot do anything with YOUR DNA as they keep it under lock and key evidently.

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Thumbnail of user helenm1736
1 review
0 helpful votes
March 18th, 2024

I was keen to do a DNA test so I paid £40 for the kit and signed up to the 1 month free trial. They deliberately waited 3+ weeks to send the kit which was their way of getting me to extend my free trial and pay an annual subscription fee. During the free trial period I tried to create a family tree and none of the records available were accurate. Absolute con artists.

Service
Value
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Thumbnail of user deanp12
MyHeritage S. – MyHeritage Rep

Dear Helen,

We sincerely apologize for any inconvenience you may have encountered during your trial period with our DNA testing service.

I'd like to clarify that at MyHeritage, we occasionally offer promotions, including discounted DNA tests with trial memberships. Trial memberships are provided for individuals to assess if there is relevant data available for their specific research areas. The trial membership you mentioned can be canceled at any time by simply logging into your MyHeritage account, clicking on your name in the upper right-hand corner of the page, and selecting ‘My Purchases’. There, you will find the option to cancel the paid membership and continue with a free basic subscription, incurring no annual charges. If you forget to cancel, MyHeritage still has you covered, as we guarantee a refund if you are not satisfied with your membership within 30 days from the initial purchase date of the subscription. We are committed to continuous enhancement and will take your concerns into account as we work towards providing a better genealogy research experience.

At MyHeritage, we strive to provide our premium members with a comprehensive suite of features to enhance their family history research, and there are several different types of memberships available. The Premium plan includes features such as adding to a larger family tree and matching to other trees in our database. If this specific membership does not align with your research goals, the Data Subscription provides access to billions of historical records that are continually growing to enhance your research capabilities.

I'm sorry to hear that you have not been able to fully utilize your membership. I would like to assist you further and ensure you are able to make the most of all the benefits included in your membership.

Please feel free to contact me directly at rafael.vipsupport@myheritage.com. I would love to delve deeper into your research goals and provide tailored assistance to ensure your needs are effectively met.

Sincerely,
Rafael
MyHeritage Support Team

Thumbnail of user karenf911
4 reviews
0 helpful votes
December 22nd, 2022

Don't use them. You sign up for trial then charged $315 if you don't cancel. Then they argue with you about what I did wrong and have to contact their "finance dept". Finally they "said" I'd get a refund in 5-10 days. Hope I'm not getting scammed.

Tip for consumers:
Be VERY careful about renewal subscriptions!

Products used:
Genealogy website

Service
Value
Thumbnail of user garys50
4 reviews
15 helpful votes
March 28th, 2020

Run a mile from this company. I cancelled my payment method and i have just discovered that they have somehow illegally accessed my account and taken 244.77 from my bank without any authority to do so. No email address everything bounces back. So I phoned them. I was asked for the last 4 digits of the card that was billed I told them and they immediately said that was not the card they had on file which would be correct I cancelled that card to ensure that they could not do what they have just done. Highly suspect behavior do not do any business with this company or if you do then expect that they will access your account and take your money

Thumbnail of user deanp12
MyHeritage S. – MyHeritage Rep

Hi Gary,

I regret to find you were unaware of how the trial works and I will do all I can to help.

When you enroll in a membership and a month before you are charged with an annual or trial fee, e-mail is sent out to you explaining the annual fee and its charge.

Also, one may view the status or cancel a trial or even annual subscription at any time online when logging into MyHeritage from the My Purchases page and incur no annual charge.

I can assure you that if you haven't been able to cancel online, you are certainly entitled to a refund.

In any case, our terms and conditions 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.

I'd like to cancel this for you or refund it but in order to do so, I must first locate and verify your registered account. This is hard for me to do without it because there are many people named Gary S. In our database.

So if you could please e-mail me personally from your registered MyHeritage address at rafael.vipsupport@myheritage.com, I'd be happy to assist you with high priority.

Sincerely
Rafael
MyHeritage

Thumbnail of user janneh5
1 review
3 helpful votes
January 5th, 2024

Useless scam. Doesn't really work at all. Very expensive and they charge 179,50€ a year from your Paypal account without notice, and it's impossible to get someone to answer your emails. Seems that their only goal is to cheat elderly people.

Thumbnail of user stephanieg1693
1 review
0 helpful votes
January 11th, 2023

Mon kit a été perdu en chemin... et depuis janvier 2023 My héritage n'envoie plus de test ADN en France je suis dégoûté je n'aurais jamais le résultat!

Tip for consumers:
Pour la France impossible de commander depuis 1 janvier 2023......(BREXIT)

Products used:
Kit ADN

Thumbnail of user agostinhoa2
1 review
0 helpful votes
December 11th, 2023

On November 24th, I bought a DNA kit and I still haven't received it. I have already sent an email, but I have not received a response. I also tried to contact the virtual assistant, but I didn't hear back. Upon checking with USPS, I found that the kit was not delivered due to an insufficient address. However, I verified that the registered address is correct. I am very disappointed! I still haven't received my money or my DNA kit.

Shipping
Thumbnail of user magg3
1 review
0 helpful votes
February 16th, 2023

Since 2016, I have an account on the www.myheritage.com portal. On January 14, they charged me €166.05 and started a subscription I didn't order. I should add that I haven't used this site in the last year!

I have tried to contact myheritage.com for clarification and a refund, but no one is replying!

Tip for consumers:
Dont use it!!!!

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Value
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Thumbnail of user deanp12
MyHeritage S. – MyHeritage Rep

Hello Mag,

I’d like to personally assist you further. You are welcome to contact me via email with the details at Shane.vipsupport@myheritage.com, along with a direct link to this review.

Looking forward to hearing from you.

Kind regards,
Shane, MyHeritage Team

Thumbnail of user robertn841
1 review
11 helpful votes
October 27th, 2020

Completely dissatisfied and upset with there overall service. I did not receive my 2 DNA kits and was charged 149 dollars after I canceled my subscription to them in less than 30 days. The following day fed ex said they delivered the DNA kits which I never received and there is no signature available or proof of delivery. So I was charged 350 dollars and haven't received anything.

Thumbnail of user deanp12
MyHeritage S. – MyHeritage Rep

Dear Robert,

I regret to find your low-star review.

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 nikolina.vipsupport@myheritage.com and I will be more than happy to help you.

Kind regards,
Nikolina, MyHeritage Team

Thumbnail of user donnad2845
1 review
0 helpful votes
March 21st, 2024

I cannot get a real person to communicate with my questions - or a good response. READ PLEASE- MY FULL FAMILY NAMES, GRANDMOTHERS MAIDEN NAME, GRANDFATHERS NAME, KIDS NAMES, EX HUSBANDS INFORMATION ETC. now comes up when I go to put information such as name - last name - on submitting a credit card for online purchases. This can only come from my account with my heritage (they do not respond to this situation). My information is not private. Are there any recommendations on how to deal with this?

Service
Value
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Thumbnail of user deanp12
MyHeritage S. – MyHeritage Rep

Dear Donna,

Thank you for bringing this matter to our attention. We understand the seriousness of the situation you're facing, and we sincerely apologize for any inconvenience this has caused you.

Protecting your privacy and ensuring the security of your personal information is of utmost importance to us. Rest assured, we take this matter very seriously and are committed to resolving it promptly.

To address your concerns effectively, we kindly request that you reach out me directly at dean.vipsupport@myheritage.com. Our team of experts will work diligently to investigate this matter thoroughly and provide you with the necessary assistance to safeguard your personal information.

Your feedback is invaluable to us, and we genuinely appreciate the opportunity to rectify this situation. We apologize for any frustration or inconvenience you've experienced and assure you that we are fully committed to restoring your confidence in our services.

Thank you for your understanding and patience as we work to resolve this matter swiftly.

Warm regards,

Dean,
MyHeritage Team.

Thumbnail of user daniellenava89
1 review
0 helpful votes
September 2nd, 2023

I bought two kits, one was correctly activated and assigned to me, the other one my husband created his account and "activated" under his name, but no kit was assigned to him, neither he received any emails by the time of the activation.
The samples were sent to the lab, but i only received notifications of mine that is currently being analized, and his sample appears in my account but with no progress, neither receiving notification emails of each step eg "sample received by the lab" and so on.

I would like his sample to be correctly assigned to his heritage account, because that was already sent to the lab and no updates were made by myheritage.

Products used:
Dna kit

Service
Value
Shipping
Returns
Thumbnail of user deanp12
MyHeritage S. – MyHeritage Rep

Dear Danielle,

I'm sorry to read your low-star review but thanks for your question. I'll do all I can to help.

To clarify, when DNA results are ready, the DNA Manager and the person to whom the kit is assigned (if they’re not the same person), will receive a notification to their registered email address. The email includes a link to the DNA results available online.

This should be directed to you and your husband's account I understand that you have had difficulty with tracking both kits. In order to assist you with this, I may need more details. I have sent you a personal e-mail explaining this in more detail, please reply to that e-mail so I can help you with this issue as soon as possible.

Sincerely
Rafael
MyHeritage

Thumbnail of user sherryg41
1 review
4 helpful votes
February 15th, 2018

I would never write a review again on this site. I wrote one several days ago and it is not even online. My mother's DNA did not even mention the country that almost all of her relatives came from. Buy DNA kits from Ancestry which I have done twice.

Thumbnail of user iradelgiado
1 review
0 helpful votes
May 29th, 2023

Worst customer service in my experience. My parcel is stuck in another city, and I can't get through to the support service for more than a week - no one answers. I wrote to the support service email - no answer, they gave me a second email through the application in the comments - the same situation. I do not recommend

Thumbnail of user deanp12
MyHeritage S. – MyHeritage Rep

Hello Irina,

I would be more than happy to assist and follow up.
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

Thumbnail of user barbaras3416
1 review
9 helpful votes
July 24th, 2022
Verified purchase

I was billed $191.40 for a year's subscription which I did not request. I received the email notifying me of this on 15 September but the email said I needed to advise if I didn't want this by 14 September. I emailed back and received no response. I also paid for two DNA tests and sent them more than 6 months ago and received nothing. I have serious concerns about how this company operates. I am trying to rectify these problems but contact is difficult (until now impossible)

Tip for consumers:
Simply stay away from this site. I have tried many ways to contact and it seems near impossible.

Products used:
2 DNA kits

Service
Value
Shipping
Returns
Quality
Thumbnail of user deanp12
MyHeritage S. – MyHeritage Rep

Dear Barbara,

I am sorry to read your review. I would like to investigate your case personally, please send me a message from your registered email address to dean.vipsupport@myheritage.com and I will be more than happy to help you.

I look forward to hearing from you.

Kind regards,
Dean, MyHeritage Team

Thumbnail of user sikel
1 review
8 helpful votes
February 17th, 2022

My Heritage, where do I begin. My grandmother originally recommended this to me. This advice was the worse the she has ever given me. Yes even worse than her Christmas gifts. The platform was terrible and outdated. And when my free trial was over I canceled my subscription. A few days later I was charged $139, for no reason. It's a real shame I'll never find out what heritage my grandmother came from. I may never know what genes made her crazy enough to think this platform is anything but garbage! I would give you a zero but I can't do I give you a one.

Tip for consumers:
Don’t, it’s a scam

Products used:
Free trial

Value
Quality
Thumbnail of user kellyh1393
1 review
1 helpful vote
July 26th, 2022

Unfortunately I can't leave less than 1 star. I signed up for two week free trial and before my two weeks was up, before I had a chance to opt out, they took away my choice and billed me for a year. 139.00
I see other similar reviews here. I wish I had seen them first. Pay pal says I have to let them keep the money.Its definitely money wasted because I canceled my account with these awful, deceptive people. I certainly wasn't told I would be billed for a year, and wasn't told it was 139.00.

Thumbnail of user deanp12
MyHeritage S. – MyHeritage Rep

Hello Kelly,

We are sorry to read your low-star review and would like to help you. Please write to me directly from your registered MyHeritage.com email address to, dean.vipsupport@myheritage.com and I will look into this personally for you.

Looking forward to hearing from you.

Kind Regards,
Dean,
MyHeritage Team.

Thumbnail of user juanm263
1 review
1 helpful vote
June 25th, 2019

My DNA parcel which I ship to Spain is held in the warehouse, I'm una able to contact them and my heritage is telling that due to the GDPR they can not contact them directly, I sient £250 is the shipping and is frozen in transit.

Thumbnail of user ernestamarcinkiene
1 review
0 helpful votes
June 29th, 2023

Total skam! Nobody answer to my email, and no contact number. 180 EUR they not want to refund! Skamers

Products used:
Skamers

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Value
Shipping
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Quality
Thumbnail of user deanp12
MyHeritage S. – MyHeritage Rep

Hello Ernesta,

I would be more than happy to assist and follow up.
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

Thumbnail of user sherim348
1 review
2 helpful votes
January 16th, 2023
Verified purchase

On January 6/23 I made the unfortunate mistake to subscribe to MyHeritage. I thought I was subscribing to a monthly subscription. When I realized my mistake I tried to contact their support system. I specifically said what time I would not be able to take a call. That is when they called. For a week I have sent emails and tried calling to see if I had any options. I have received no responses. Please consider carefully if you are thinking of subscribing

Thumbnail of user janem995
1 review
0 helpful votes
August 31st, 2021

AUSTRALIAN'S DO NOT BUY A MyHeritage DNA KIT!

The DNA kit will be stopped by Australian Biosecurity, unless a signed Declaration is provided by MyHeritage detailing the contents of the package.
MyHeritage will supply you with a Declaration, but they will refused to sign it or add a persons name or title.
So you won't get the DNA kit, as it won't be released by BioSecurity and you'll end up loosing your money.

Tip for consumers:
Don’t use them

Products used:
Didn’t get it It was stopped buy Australian Biosecurity and My Heritage refused to give the required documentation to real ease it. I wrote numerous emails, they ended up refusing to respond.

Service
Value
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Thumbnail of user deanp12
MyHeritage S. – MyHeritage Rep

Dear Jane,

I'm sorry to find your low-star review but will do all I can to clarify and help.

In some countries, depending on local laws there are procedures for sending DNA samples.

In the UK for instance, one is required to fill out a declaration of package document along with showing a MyHeritage commercial invoice for your purchase to send your vials. In Australia, there is something similar.

Therefore, I would like to find and verify your account to send you all the documents along with more details on the subject that will allow you to send your specimen overseas to our lab in the United States.

Please e-mail me directly at rafael.vipsupport@myheritage.com so I may assist you with this as soon as possible.

Sincerely
Rafael
MyHeritage

Thumbnail of user lloydg102
1 review
1 helpful vote
February 6th, 2023

I was locked out of my account on MyHeritage about a year ago. I was forced to change my email address to a new one. Because of that change I have not been able to download GEDCOM files nor can I sund Family Tree builder.

I have sen countless emails to customer support without a response.

I have called customer support countless times and explained the situation and have had no satisfaction. Often the connection is lost. I don't know if they just hung up on my call or not.

In an y case, I am now locked out of my account and have not been able to contact any version of customer support.

Products used:
MYHERITAGE DNA WEB SITE

Service
Value
Quality
Thumbnail of user deanp12
MyHeritage S. – MyHeritage Rep

Hello Lloyd,

I would be more than happy to assist and follow up.
Please contact me at Barry.vipsupport@myheritage.com from the registered email address of your account at MyHeritage. Please add your inquiry and in addition, please provide a direct link to this review.

Thank you,
Barry, MyHeritage Team

Thumbnail of user snidelyw
1 review
0 helpful votes
January 31st, 2023
Verified purchase

When I opened up the website after paying 89 dollars for the "Premium" membership, I ran a query to find info on a relative.
When it returned an answer with a name and date, I opened it, but instead of getting the information I was expecting, the My Heritage page displayed something like, 'to get this file you must pay $XX.XX for that information"... (to paraphrase). WHen I bought this, I expected to get information, not a scam to get more money out of me. They are not being up front with this. So I canceled by calling. They did not refund my money, but told me they recommed I continue to use this worthless crap for the remainder of the year. (I had canceled within MINUTES of finding this out). Then I received an email, showing me "how: to cancel- which is totally bogus. I called for help, and they appear to have caller ID, which sent me down some rabbit hole promising they would call back. (this is the second or third call)
I called my bank and will try to reverse the charges on my card. Good luck with that. This is a rip-off for sure.

Tip for consumers:
Don't buy it. They are just there to take your money.

Products used:
ANcestry and Family Search

Service
Value
Returns
Thumbnail of user deanp12
MyHeritage S. – MyHeritage Rep

Hello Snidely,

I’d like to personally assist you further. You are welcome to contact me via email with the details at Nikolina.vipsupport@myheritage.com, along with a direct link to this review.

Looking forward to hearing from you.

Kind regards,
Nikolina, MyHeritage Team

Thumbnail of user ronc463
1 review
0 helpful votes
December 8th, 2020

Almost useless search engine - you have to do the searching yourself.
Will let subscription run out, will probably have to change credit card so they will not be able to charge me again in I year.
Rip Off.
Deleted the account, feel better already. $180- lesson.
Add: Check the answer from MyHeritage - Looks like you never get rid of them and have to keep paying even though they are aware that you have deleted the account and do not wish to keep paying for a closed account.

My personal opinion is that: My Heritage should be looked at by relevant authorities and be forced to clean up their act and (if proven) be prevented from stealing from people who are no longer receiving a service / product.

Thumbnail of user deanp12
MyHeritage S. – MyHeritage Rep

Dear Ron,

I am sorry to hear that you feel that way. The search feature offers customers the ability to search according to what information that currently have to be able to find more information. If the information that you are looking for is not currently there, it could be added in time as we are rapidly expanding the data sets and plan to grow SuperSearch over time to become the largest international collection of historical documents available online. Around 200 million additional records added on average every month.

Please be advised that deleting your account would not stop the annual recurring charge, that would have had to have been stopped before deleting the account. Should you get charged, you are welcome to contact support via support@myheritage.com for assistance.

Kind regards,
Barry, MyHeritage Team

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Thumbnail of user deanp12
MyHeritage S.
MyHeritage Representative
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