MyHeritage has a rating of 3.0 stars from 3,507 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.
This company responds to reviews on average within 5 days
This was one of my best gifts ever. I had the chance to find out so much more than I knew. Thank you guys
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.
I had been using MyHeritage for about 3 years now linked to Family Tree Builder. Over time I had a few minor problems, usually caused by incorrect settings which were sorted out quickly. However, I had a major problem 3 weeks ago when the sites would not sync. When I contacted MyHeritage several things were tried over the first week, then I got put through to Ron and he has been reviewing screenshots, logs, and program settings for the past week. He tried many things even deleting the programs and reloading them again and finally got it working. I must admit that I was giving up but he kept going. He is a credit to the Support program.
First of all, short waiting before being connected. Friendly voice and easily to be understood. Easy and clear advise concerning what and how to accomplish what one wants. Guided me through the whole procedure and made sure I understood what was needed. Made me feel satisfied and wished me all the best.
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
Have tested several programs like this one. In my opinion it is the easiest one to manage. And a very professional support if you need any help
It was very pleasant to get the help from Tessa, from my heritage. Well informed, correct and to the point. Thanks a lot for that.
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
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
Hoy he remitido, por "correo certificado con acuse de recibo", los dos kits con las pruebas (mía y de mi esposa).
Hasta el momento, a la espera de los resultados de la prueba, puedo decir que he sido atendido correctamente. Incluso hoy a través de la llamada de Naomi en respuesta a un mensaje mío.
Un cordial saludo
Kristina from My Heritage called me right away. I was unsure whether to open several family trees or just one. Kristina was very helpful and answered all my beginner's questions. So I feel happy and free to continue the work on my family tree. Thanks a lot for your help. All the Smart Matches are just wonderful!
Tip for consumers:
I'm very happy with the customer relationship and services.
Products used:
My heritage Program
My family tree had not been active for approx 10 years and had some quite valuable information which would have been quite hard to replace after the passing of my parents. The tree would not open but after some great help from Peter the support worker it was reinstated and worked perfectly.
Thank you Peter
I could not access my family tree which I started several years ago. I left a message and was contacted from customer service by AARON who very patiently and politely tried every possibility until he managed to find out my business email address which I had used upon establishing my account with My heritage. That email does not exist anymore. Unless AARON's kind assistance, the tree would have been lost. Many thanks!
MyHeritage representative Paul was absolutely amazing, friendly, knowledgeable and professional. I received my kit, got my results in a decent amount of time and was so excited to see my heritage as well as who I was related to. I highly recommend my heritage (:
Ville afmelde abonnement og ringede firmaet op. Umiddelbart lød det ikke somom budskabet gik igennem, da telefonen syntes afbrudt.
Jeg forberedte mig derfor på at skrive til My Heritage - og havde sendt besked afsted, da jeg senere på dagen blev ringet op, vi fik klaret, hvad der skulle klares, ovenikøbet får jeg refunderet indbetalt beløb- fin betjening
Mette
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.
My heritage is a very great tool to find out our origin but one thing that I hope the customer support can improve is to provide an option for transgender both mtf/ftm to be able to choose our sex in our profile. Due to the misgiven informations led to technical error and its effects the procedure and so the result puts on hold. And that is a little bit disappointed as we (clients) expected to get the result within a timeframe given. I hope the management team will take this into account.
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.
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
I'm their member since many years. They're always updating my tree with more and more people,, with interesting facts. They give me full support and they have good plans, but they only neither offer the option of keeping all the data in a flash drive nor printing it. I'm looking forward to that. Keep up the good services!
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.
My Heritage is a SUPERB site. In 11 months they have helped me find 3,928 people and 1,073 families. Some of my lines go back to before 33A. D. I was initially disappointed because unbeknowns to me the covid virus was causing multiple internet dropouts in Ausralia. This meant that if the internet dropped out while I was adding names they could not be synced properly. I apologise unreservedly to My Heritage for my former negative comments. Pauline Osborne
Satisfaction totale, personne compétente et très aimable qui a su prendre son temps pour bien expliquer le problème rencontré et en a profité pour expliquer à un débutant divers aspects du fonctionnement du site. Une telle disponibilité n'est pas si fréquente, raison pour laquelle je la souligne.
Products used:
Genealogy MyHeritage
I searched for free and some Discoveries came up. When I tried to view the Discoveries it said I needed a subscription. I signed up for the PremiumPlus Plan and still couldn't see the Discoveries. I called Customer Service and was told I would need to upgrade. Such a scam. I requested a refund but will take 7+ days to hear back.
Dear Kimberly,
We apologize for the confusion you experienced regarding our subscription plans and access to Discoveries. MyHeritage operates on a subscription basis for several reasons, including the need to consistently update our offerings with new record collections and advanced research tools.
Our subscription plans offer different levels of access to our features and services. While the PremiumPlus Plan includes many advanced features, access to certain Discoveries may require an additional Data Subscription. This subscription provides unlimited access to our vast database of historical records, which are often integral to exploring Discoveries in detail.
As you may know, we provide both a free basic membership and a range of paid subscriptions tailored to different research needs.
The free basic subscription serves as an excellent starting point for those beginning their family history research, while our paid subscriptions offer access to our latest matching technology and a specialized historical records search engine.
In the genealogy research market, like many other services, it's common for membership charges to vary due to the continual expansion of historical data provided by our partners. These partners often require royalties for customers' use of the data.
If you'd like more information about which subscription best fits your research needs, please don't hesitate to contact me directly at rafael.vipsupport@myheritage.com.
I'd be glad to forward your inquiry to a colleague in our sales department to explore potential solutions.
Sincerely,
Rafael
MyHeritage
I've had lots of fun exploring my family's genealogy with MyHeritage... and the customer support has been excellent. They were able to help me with a few issues and responded quickly.
This is a great resource... trying to find all this information completely on my own would be difficult. They've done much of the searching for me and that makes the process go faster (I have more than a thousand people in my "tree").
GORDON
Bonjour, suite à la première intervention téléphonique de votre collaboratrice Myriam, nous avions convenu d'une deuxième rendez vous pour continuer les manipulations sur mes arbres. A la date prévue et à l'heure prévue elle m'a appelé et grâce à tous ses conseils mes problèmes sont tous résolus et je profite pleinement de mes arbres et mes abonnements.
Un grand merci à cette personne qui est vraiment d'un professionnalisme et d'une gentillesse que l'on voudrait rencontrer plus souvent.
Cordialement.
Jean-Pierre ysinckowitch
I thought I deleted myself in the tree.ID 1.
My heritage contacted me, and phones failed twice, but in 3 sessions Sharon was polite and patient to talk about problem, and gave me some suggestions which I could do. Only changing ID nrs is not possible which I can fully understand. But with suggestion I can try it. I contacted my heritage last year and now again they contacted me fast and were helping as far as possible. Thank you Sharon
I ordered 6 DNA kits for me and my family, and I thoroughly enjoyed linking them together on the My Heritage website, and learning more about my ancestors. It was a great experience. In addition, I had one minor billing issue and Joshua (Customer Service) quickly handled my issue very professionally. I highly recommend My Heritage to anyone who would like to learn more about his or her family teee and history. Thank you!
Tip for consumers:
Be careful not to leave “auto renewal” on if you purchase or receive a yearly subscription if you do not want to purchase it the next year. You are in good hands with Joshua and the staff at My Heritage.
Products used:
Website and DNA test kits…
I had a difficult and unusual problem which the support team solved with a lot of telephone patience.
Create your family tree and discover your family history. Free genealogy software. Get automatic Smart Matches on over 3 billion profiles and share photos.
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