MyHeritageReviews 6,486

On 22 September I was charged 137 euros for a subscription I didn't make and I couldn't find how to cancel it. I don't need this subscription, I didn't even do a DNA test, it's useless. I wrote many letters to get my money back. I was unable to contact support. They keep texting me asking me to choose one of the three options. I want to return the entire amount of 137 euros, but nothing happens, no one returns the money to me. And I really need to return the money, because I am a refugee from Ukraine.

My my heritage dna test was lost in transit. I wrote a ticket about it and in couple of days I got a phone call and was promised to send a replacement test.

By mistakenly transferring the MyHeritage app from old HDD disk to a new SSD disk by a computer expert, MyHeritage stopped working at all. I have been helped tremendously along with MyHeritage itself so that 15 years work has not been in vain.

This service was interesting for a day or two and then they send you the same or very similar results every day. I didn't discover anything new or groundbreaking - most results are things I could have easily found out by just asking my parents or an aunt/uncle.

I also was to point out their "free trial". If you're signing up for this be aware that that will charge you full price on day #14. You will need to opt out of the service at least two days before you think that trial is up. This was a huge and disappointing shock for me. After a week of service requests and emails they have finally offered me a full refund.

Don't ever use your phone number to get a two steps identification code from my heritage. If you do and then for some reason you can not get the code you will lose your account and all you have in it. There isn't anyway to get help by calling all have to be done by email and they will never answer your mail. I made the mistake of using my phone number to get the codes for more than I asked then one I never get one and now I am out of my website account with them.

While initially it was a bit hard to navigate the support site and get support via email rather than a phonecall it worked out well in the end. I was flustered by the phonecall and there was a misunderstanding. However thanks to a superb customer support rep I was given the service I wanted. I have no hesitation in using MyHeritage and will be recommending it to friends and family.

Merci beaucoup pour votre appel téléphonique ce jour. J'avais déjà pu résoudre mon problème de connexion seule dans l'intervalle (un peu long...) mais la personne au bout du fil était très sympathique, et je n'hésiterai pas à faire à nouveau appel à vous si je rencontre un nouveau problème. Vos services sont incroyables! Bravo pour votre site que j'adore.

Nobody answers, only chat bot creates ticket and silence, I can not download dna set, I can not change email adress, scam

I had once a double payment experience with MyHeritage. They had solved it super fast, their team was super helpful…I had got surprised actually…

The company may have useful and informative services, but the problem is when you subscribe for the trial service, they charge you right away when the trial expires, without confirming with you if you'd like to continue or not. This shouldn't be allowed, and should be reviewed by a court.

It was surprising how quickly your representative Ziv Sorek got back to me
And helped me connect. He was very friendly and patient

I called the help desk to resolve an access problem derived from our webmaster having changed his email address. The person who answered my called stayed online with us for well over an hour until the problem was solved (we were on hold while he got the technical staff to fix the problem)
On another problem, I corresponded back and forth with the same help desk professional at least a dozen times until this was solved as well.
Five starts for personal attention!

Ordered a DNA kit and was given free 1 month trial - next thing I am billed 191.00 for 1 year, when I tried to cancel it was not cancelled for this 12-month period but upcoming year - B. O. Q. NO HELP. So trying to get refund but hold out no hope SCAM SCAM SCAM

Terrible, charged my card $160 even when I cancelled, then they want 2 refund me $39, wtf I paid 4 the DNA test I don't need a year subscription

Trochę tej korespondencji było ale ostatecznie mój problem został rozwiązany za co jestem bardzo wdzięczny. Zwłaszcza ostatnie maile były bardzo przyjazne i owocne. Serdecznie pozdrawiam
Marek Kosmala
Lublin
Poland

I find out my files couldn't be opened by FTB again. The Costumer Service was very hard-working and attentive. At the end they discovered the reason behing the error and fixed it, so I have recovered my files and I work again with them. Extremely grateful.

I had my parents do this with me as it only required a cheek swab which was much easier for them as they are elderly. It took months to get results with excuse after excuse from the company. I got my dog's DNA results faster and she has twice as many chromosomes. Three years later and I'm checking on DNA matches and something is very wrong. Seems sometime in the last three years they company managed to switch the kits on my parents. I'm very familiar with both of their ethnicity results and my Dad has no Scandinavia and my Mom has no Africa. I finally get ahold of customer service and he is useless. He wants me to switch them around. And of course, the minute my Mom has two kits assigned to her, I can't reassign the second.

Not user friendly and managing the tree online isn't very simple. Customer service and support is a joke. For accuracy and ease of use, go with Ancestry. They know what they're doing.

I received my family tree poster damaged, upon delivery by the USPS. I contacted Myheritage support. Annabelen and Samuel were exceptional, upon learning about the poster being damaged. I received a full refund. Thank you both, again.

My gripe with MyHeritage is not with the product or service, but rather with the way they bill their customers. I wanted to take a break and cancel my subscription for a period of time like I have done in the past except this year I forgot to put a reminder in my cell phone when my subscription ended. I received a notice on Aug. 30 that my credit card had been charged for the full price of a renewal subscription with no prior email or notice of any sort that my subscription was going to be renewed. I called the very same day to try and cancel as well as emailing. I received a return call the next day (Aug 31) from Adir who told me I could no longer cancel my subscription because my account had been charged. Seriously? One day later and no possibility of cancellation? That's unheard of. As a result, I am very dissatisfied with this company.