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MyHeritage is the leading global platform for family history discovery. It enriches the lives of people worldwide by enabling them to uncover more about themselves and where they belong.
With a suite of intuitive features and innovative products, MyHeritage creates a meaningful discovery experience that is deeply rewarding. Users build family trees and discover new information and relatives through advanced matching technologies and billions of historical records from across the globe. MyHeritage also offers an affordable at-home DNA test revealing an ethnicity breakdown across 79 ethnicities and 2,114 geographic regions, and AI-powered features to repair, colorize, and animate old photos.
The MyHeritage platform is enjoyed by tens of millions of people around the world who treasure and celebrate their heritage. MyHeritage offers full privacy controls and is available in 42 languages.
MyHeritage Reviews Summary
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.
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Don't waste your money. I bought a package, thinking it was only 79$ but it turned into 300$ and then a couple months later they charged me 300$ more dollars. And I have called them several times and emailed them and they refuse to get back in touch with me and give me my money back! I am completely upset! NOT WORTH ALL OF THIS! THE DNA TESTING DOESNT EVEN GIVE ME THE AMSWERS IM LOOKING FOR!
I signed up for the 14 day free trial with MyHeritage, and then cancelled it after I felt that I hadn't found what I was looking for. But this morning I was charge $137.19 for a subscription. When I called the company's number, it just goes to an automated voicemail, which is useless. I couldn't even speak to a live representative. I WANT A REFUND IMMEDIATELY.
Hi Maryam,
I'm sorry to find that you didn't cancel your Trial membership in time and that you were unable to contact our support center. The good news is you are entitled to a refund by all means according to our policy.
I will do all I can to issue you that as soon as possible. In order to do so though, I need to locate and verify your registered account.
Therefore, please e-mail me directly at [email protected] to confirm your account with me.
I look forward to your response.
SIncerely
Rafael
MyHeritage
I am SO frustrated! For quite a while, I have been trying to get an autocluster report with no success. At their request, I have changed my email address 3 times... still no report. I have spent numerous hours with agents and have had no satisfaction. The concern has been"escalated" many times. I do not get a call back or any satisfaction. I am at my wits end and very frustrated by the lack of action or concern.
Dear Kelsey,
I regret to find that you have waited too long for a response from our support team.
I understand how bothersome it may be to be on hold or to wait for a response and I sympathize with your efforts. We value your membership and overall member experience and hope to resolve your issue as soon as possible. I'd like to personally look into why this has yet to be resolved.
Please e-mail me directly at [email protected] so I may assist you with this issue as soon as possible.
Sincerely
Rafael
MyHeritage
I had a problem last week that can back. Eden did a much more in-depth check. It was a rare error in the registry that was corrected. All is running well. Many thanks
My sister and I had completely different results and wrong countries of origin. Since we both know we have the same parents, ect and actually know our family tree back to the mid 1500's. My sister's also did DNA testing from two other places with matching results from both of those which would confirm accuracy. I want my money back. The results we got from my heritage are wrong without doubt.
Grandparentss a
Hi John,
Each person receives 50% of their DNA from their mother, and 50% from their father. But parents may pass a different and variable percentage of an ethnicity down to their children and are not necessarily divided evenly in each generation. Your parents could have had a very small percentage, too small to show up on their results, but you or your sibling happened to inherit all of it from both of them – adding up to a detectable percentage on your results.
That explains why ethnicity results in an autosomal DNA test can be quite different from parent to child or sibling to sibling, as we each inherit unique combinations of DNA from our parents that present different parts of our genetic history.
Please read our blog for more information: http://bit.ly/2FdrGy0
And if you have further questions feel free to contact us at https://www.myheritage.com/contact-myheritage or write me an email at [email protected]
Kind regards,
Shane, MyHeritage Team
Stumbled upon this site by accident. It became interesting. I learned a lot about the history of my family
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
The animation and colorization of photos is great but you don't get use of these at Premium level :(
Hi James,
I am sorry to learn of the low star review.
MyHeritage customers can create several animations for free. Beyond that, a Complete subscription is needed which will enable you to use all power features, including MyHeritage in Color, the photo enhancer and you will be able to animate an unlimited number of photos. Our blog contains a detailed explanation:
https://blog.myheritage.com/2021/02/new-animate-the-faces-in-your-family-photos/
You can start a 14 day Free Trial of the Complete Plan. And if you do not cancel it before the expiry date, you will receive a 50% discount. https://www.myheritage.com/complete-genealogy-package
If you wish to cancel the Free Trial within the 14 days, please log into your website, click on your name in the right upper corner > Site Settings > My purchases.
Kind regards,
Barry, MyHeritage Team
They deducted the 1-year subscription without any pre-notice. I called them. There is an answering machine that asks for your membership ID. I never received a call back or email for a refund.
Dear Hamidreza,
I am sorry to read your review and would like to resolve the issue for you.
Firstly, I must clarify that MyHeritage informs all of any charges and its price on the automatic e-mail that is sent out after you enroll in a subscription and after every renewal or purchase of a DNA kit. When you apply for a free trial or purchase a subscription, you are requested the payment information in order to charge your account. Also, one may view the status or cancel an annual subscription at any time when logging in to MyHeritage from the My Purchases page and incur no annual charge.
Your member experience is very important to us and we really do value the satisfaction of all of our members. This is why our terms and conditions read that if you are not satisfied with your purchased plan you may request a full refund by contacting Customer Support within thirty (30) days of the initial purchase date of the subscription.
I would be more than happy to assist you personally with issuing you a full refund. In order to do so, I’m going to need to locate your account.
Please send me a message from your registered e-mail address at [email protected] so I may assist you with this as soon as possible. Please add the link to the review when contacting us.
Kind regards,
Barry, MyHeritage Team
Por siempre en mi mente y corazón
Te amamos muchísimo luz de vida pero nos hace mucha falta
Hijos y la mucho
Billing is a SCAM!
Never received the proper information. I got an offer from the site for $149 for service. After purchasing that I received another charge for $129. When I called they informed me that I signed up for the service which I did not. Instead of offering or combining the services from the beginning for $199. So the pretty much took $79 of my money and "will get back to me in a few days to see if they can adjust the payment" Disgraceful! Horrible customer service!
Dear Kerida,
I am sorry to read you are unhappy with our service so far.
I must clarify that MyHeritage informs all of any charge and its price on the automatic e-mail that is sent out after you enroll in a subscription and after every renewal or purchase a DNA kit. Also, one may view the status or cancel an annual subscription at any time when logging in to MyHeritage from the My Purchases page and incur no annual charge.
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 [email protected] and I will be more than happy to help you.
I look forward to hearing from you.
Kind regards,
Shane, MyHeritage Team
Your site is very informative. I know I will be using it often; hence my reason for subscribing! Much less expensive than visiting all the "cemeteries, courthouses, etc.) all over everywhere!
I've been calling for weeks about getting my money back because I forgot about the trial and I wasn't even using the site they put my account in the negative I told them I even had to lock my bank account it's been weeks and no one has tried to contact me for a refund I've been calling leaving messages and when I do get a hold of a live person they tell me to just leave a message. This is sad you will not get your money back I will be telling as much people as possible that this is a scam because it's not right at all!
Dear Diamond,
I am sorry to read your review and would like to resolve the issue for you.
Firstly, I must clarify that MyHeritage informs all of any charge and its price on the automatic e-mail that is sent out after you enroll in a subscription and after every renewal or purchase a DNA kit. Also, one may view the status or cancel an annual subscription at any time when logging in to MyHeritage from the My Purchases page and incur no annual charge.
Your member experience is very important to us and we really do value the satisfaction of all of our members. This is why our terms and conditions read that If you are not satisfied with your purchased plan you may request a full refund by contacting Customer Support within thirty (30) days of the initial purchase date of the subscription.
I would be more than happy to assist you personally with issuing you a full refund. In order to do so, I’m going to need to locate your account.
Please send me a message from your registered e-mail address at [email protected] so I may assist you with this as soon as possible.
I will be looking for your e-mail.
Kind Regards
Shane, MyHeritage Team
Try talking to a real person just doesn't happen they keep referring you to their help Centre which is no help whatsoever when you need to speak to someone. They never answer the phone or give call backs. Very frustrating.
Hi Angelene,
I absolutely understand how frustrating it is to wait to speak to a representative and I will do all I can to help.
Our aim is to avoid long wait times and we absolutely value every single one of our genealogy researcher's questions and request for assistance. I hope that you will allow us to make up for this disappointing experience you have reported.
I would like to investigate your case personally, please send me a message from your registered email address to [email protected] and I will be more than happy to help you.
I look forward to hearing from you.
Kind regards,
Shane, MyHeritage Team
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
The staff service over the phone was excellent and very satisfying I get all the answer I needed to, plus help and support from the stuff
I subscribed to My Heritage at a special price of $75 for the "Complete" subscription in February 2020. There were certain features of this site that I did like but others that were not useful to me, given the point of my genealogy research. I recently received an email notification that my subscription would automatically renew at a price of $299. There is nowhere on their site, that I can find, that shows the various subscription levels and their costs. There is nowhere on their site where I can view or change my method of payment, or to remove the automatic renewal feature. I tried to contact customer support at the number provided on their site but gave up after being placed on hold for over 30 minutes. My only alternative is to cancel my subscription, which they do allow for online, just before they plan to renew my subscription.
Dear Dennis,
I am sorry to read you are unhappy with our service so far.
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 [email protected] and I will be more than happy to help you.
I look forward to hearing from you.
Kind regards,
Shane, MyHeritage Team
Cheap skate site--no support whatsoever after ordering kits without paying for premium service and no free trial offered to see what they have. Don't waste your money.
Dear Wlima,
I am sorry to read you are unhappy with our service so far.
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 [email protected] and I will be more than happy to help you.
I look forward to hearing from you.
Kind regards,
Shane, MyHeritage Team
Hi so I have been trying to talk to someone all day and haven't gotten anywhere I'm just wanting my money back and to cancel my membership as I can't find anything on the site that I need
Dear MyHeritage member,
I am sorry to read your review and would like to resolve the issue for you.
Firstly, I must clarify that MyHeritage informs all of any charge and its price on the automatic e-mail that is sent out after you enroll in a subscription and after every renewal or purchase a DNA kit. Also, one may view the status or cancel an annual subscription at any time when logging in to MyHeritage from the My Purchases page and incur no annual charge.
Your member experience is very important to us and we really do value the satisfaction of all of our members. This is why our terms and conditions read that If you are not satisfied with your purchased plan you may request a full refund by contacting Customer Support within thirty (30) days of the initial purchase date of the subscription.
I would be more than happy to assist you personally with issuing you a full refund. In order to do so, I’m going to need to locate your account.
Please send me a message from your registered e-mail address at [email protected] so I may assist you with this as soon as possible.
I will be looking for your e-mail.
Kind Regards
Shane, MyHeritage Team
I signed up for your plan at a discount of $89/year on January 28,2021. I tried to cancel my subscription within about 2 hours because I discovered that one feature (colorize photos) was available only under the Complete Plan which costs much more. Nowhere in the chart of features for each plan was Colorized, and tried to cancel about 2 hours. I tried calling the toll-free number for customer service and hung up because it would take over an hour to speak to someone. Then I called their billing number (24/7) and could not speak to anyone, but could leave only a voice message. Then I had to hunt for an email form or email address on the site, and that took a long time to find but a response has not been received yet - nor (unlike other companies) give a time in which to expect a response to the issue.
Though I tried to cancel my subscription I did not delete my account because I was concerned I'd lose my account number needed to cancel and get a refund.
I could not find any information on the website about cancelling the account if not satisfied.
I have since contacted the Better Business Bureau.
Dear Jeff,
I am sorry 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. Please send me a message from your registered email address with the direct link to your review attached to [email protected] and I will be more than happy to help you.
Kind regards,
John, MyHeritage team
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Dear Alexis,
I'm sorry to find that you were not aware of the price membership you chose and you have had trouble contacting our support center. Your membership satisfaction is very important to us all here at MyHeritage and I will do all I can to help.
With regard to the membership, we do offer a money-back guarantee in our policy and it seems you are eligible because you have purchased your membership recently. If I understand correctly you did not receive the results you expected as well from both the membership and DNA research.
I personally would like to assist you with the progress of research along with the charges of membership you describe.
In order to do so, I need to confirm and verify your MyHeritage registration but I cannot do that with the name I see here on Site Jabber. Therefore, please e-mail me directly at [email protected] so I may assist you with all of this as soon as possible.
I highly appreciate your patience with all of this and I'll be looking for your e-mail.
Sincerely
Rafael
MyHeritage