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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.
This summary is generated by AI, based on text from customer reviews
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I find this site difficult to navigate The records are impossible to add to a tree automatically.The search pulls up nothing new. I tried to get a refund after 5 days and all they would do is add 6 months to my membership. Now i can not find anything for a longer period of time. Acct number *******. Im included this number because i cant download my contract to prove im a member
Be very careful with this company, they are frauds. They just deducted 300 euros from my account credit card for no reason, and congratulated me on the successful update of my profile. Once they got your credit card details, they can do whatever they want. Or just update their user licence agreement, hide it in on of teh 1 million emails they send you, and use it as referance, that they probably warned you.
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Even more worrying is that they have a very very serious security issue.
Last year they had a security breach, wehere approx 92 million user data was leaked. Its probably just some cover up for theis in house illegal activity.
Let me give you an expample. After leaving a feedback on google earth, some woman wrote me an email in their name within 15 minutes to express that she is very sorry that i didnt notice one of their emails in which they wrote that after some period of time they will start charging money for the registration, (which is a bull$#*! registration by the way, you dont need it, and they only force you to activate it only because of course you cant get otherwise your test results.)...
BUT, and there is a big BUT, the thing is, i left a review from different account, than the one they replied to.
How can that be possible, without violating my privacy? Lets say, they have approx 100 million registered members. Hoe is that possible, that is someone leaves a comment, they look up that person, check their data, and make a move. How can i be assured that their company wont show up at my door demanding my apartment and pointing out that there is a clause in their licence agreement, that allows them to evict me.
How could they from hundereds off millions of users find me within 15 minutes, and explain why they charged me for something, if it wasnt willingful, and manual in the first place anticipating, that those people they do it to will complain right away.
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I had to report them and cancel my credit card immediately.
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I've been on hold for 1 hour 45 minutes I was caller 12 I'm now 5 just to cancel my subscription. You cannot cancel online a get a refund don't order there service they suck
Dear John,
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 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 had the definitive knowledge of my grandfather being born in a wigwam in North Dakota in the Chippewa tribe and being half Scottish. Plus my grandmother was from Ireland, and they missed that completely and pointed out Scandinavian and Finland. When I tried to contact them the only option I had was phone and they were closed. They do not have an email easily or readily available. They have all of the hype and website development but their family tree is the only thing that is partially accurate and intriguing. Their DNA research is a waste of time and money. If they were this far off on mine and you do not know your heritage, chances are you are not getting accurate results from them.
Dear Robert,
I regret to learn you feel this way regarding your MyHeritage DNA results.
In some regions of the world, there is a unique set of genetic characteristics that are shared between the offspring of native populations. While different populations migrated from one region to another, research has shown that these sets of characteristics make some regions distinct from others, allowing us to establish a genetic model for some regions of the world. It is also important to keep in mind that people within surrounding countries in Europe share common DNA for various reasons such as cross border migration and official borders and communities being occupied.
I would like to clarify that when you do a MyHeritage DNA test, we compare your DNA to our models of DNA from different ethnicities to see which ones you match. MyHeritage Ethnicity Estimates include 2,114 geographic regions, providing more depth and resolution than any other DNA test available today, and complementing the current 42 top-level ethnicities (see: https://bit.ly/2Nlyijm & https://bit.ly/3hma5oe). This number will be growing even larger because of our own Founder Populations Project that is ongoing (see: https://bit.ly/320110b).
Furthermore, each person receives approximately 50% of their DNA from their mother, and 50% from their father. The percentages of DNA a person receives from their ancestors at the level of grandparents and further back (great-grandparents, etc.) are not necessarily divided evenly in each generation. At seven generations back, probably less than 1% of the DNA comes from a direct ancestor. It is possible that one great-grandparent may have passed on 3% of their DNA to their great-grandchild, while another great-grandparent may have passed on 11%. It is also possible a particular ethnicity does not get passed down.
Phone support is available, and email support can also be reached any time through your registered email address to [email protected] If you have any further queries about this or your research, we would be delighted to assist you.
Kind regards,
Isabelle, MyHeritage Team
I have over 65,000 photos on my family tree. Every time I would sync my Family Tree Builder with my online My Heritage tree the photos I had on my online tree would not upload. I tried over & over. I had emailed My Heritage quite a few times and no one could figure out the problem. We tried everything for over a year and nothing worked. One of the support team members early on actually gave up and wished me well.He said they had done all they could do. Needless to say I was getting very upset and ready to go over to Ancestry. Then I recieved a reply email from Eden. She suggested connecting with my computer online so she could try and figure out the problem. So we did. And guess what? She found the problem no one else could find and she fixed it! She was very nice and even helped me learn how to do several other things on my tree while waiting on the photos to upload. My Heritage is so blessed to have her. Thank you Eden for taking the extra time in solving this major problem on my tree. You are awesome!
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.
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 [email protected] for assistance.
Kind regards,
Barry, MyHeritage Team
The idea of being able to track back your family tree is great and kept my mind busy instead of dwelling on being made redundant during this pandemic, but when I hit a dead end on my father's side of the family I decided to cancel my free trail. I didn't expect to still be charged. £82.80 for a 'free' trial?! I cancelled within the time limit and followed the help guide that is on their website to make sure I had done this correctly, but for someone who has found themselves out of work this has brought on a lot more stress. I will be chasing for a refund.
On the brighter side of things, this is a good site to trace down your great, great, great grandparents. If it wasn't for the (what I'm sure is a genuine system mistake) of automatically taking funds, I would highly recommend the website.
Dear Stacey,
Please be advised 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. When a customer cancels the free trial, a confirmation email is also sent to the customer.
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.
Kind regards,
Barry, MyHeritage Team.
I paid £106.80 registration fee on November 10th 2020 but a further £82.80 was taken out of my account on the 18th November 2020? I've tried phoneing but told number not recognised? I've emailed three times this week but no reply!
Dear Janine,
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 [email protected] and I will be more than happy to help you.
Kind regards,
John, MyHeritage Team
As an Irish person using myheritage.com the only thing I can access is Irish marriages and the census of 1901 and 1911 both of which are free to access from government websites. They don't do Irish Civil records on births and deaths which are available free to the public on irishgeneology.ie. They also don't have baptism records which are only available on findmypast.ie. The only thing I used myheritage for is its format for looking at the tree is very useful. I am sad I cannot attach documents to each individual member of the tree because Myheritage doesn't have them so I'm resorting to uploading them as photos instead.
My heritage needs to up its game for the Irish market because as of now I've literally used it only for the tree and other than the irish census done 100% of my research elsewhere. Great for English, American and Australians etc but for Irish ancestry? It's really bad.
I hope this review gets you on your toes to do something about it.
Kind regards,
Stephen
Dear Stephen,
SuperSearch includes more than 9+ billion genealogy records such as birth, marriage, death, burial, census, military, immigration, yearbooks and other types of records, plus scans of the original documents. It also includes MyHeritage family trees, photos, and members that are public – altogether more than one billion exclusive records from all over the world that in most cases can only be found on MyHeritage. But it is indeed possible that no records are available yet that refer to the person you are researching.
Please note that 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
Kind regards,
Shane, MyHeritage Team
MY FAMILY HISTORY HAS MOSTLY BEEN BUTCHERED ON THE MY HERITAGE SITE. ITS THE SAME ON ANCESTRY AS WELL. One person adds a wrong connection and before you know it all the sheep on My Heritage and Ancestry have lined up by the hundreds to add this. He is famous, so I guess they want to be descended from someone famous but why don't the sheep at least borrow a biography about him from the Library. Oh I know don't let the real facts get in the way of the shonky genealogical research.on My heritage. I will join My heritage for life if all the sheep on My heritage stop BUTCHERING MY FAMILY TREE I do find it ironic that geni which is owned My Heritage HAS NOT BUTCHERED MY FAMILY HISTORY and the curators there do everything in their power to ensure that the sheep can't BUTCHER IT THERE
Dear William,
I'm sorry to find your low star review.
The progress of your research along with its privacy is very important to us here at MyHeritage so I will do all I can to help.
If I understand correctly, there has been an issue with a member adding a wrong connection, and in turn, information that is not wanted has been added to your tree. Issues such as these can be frustrating and that is why we do have settings that will prevent this from happening because we do give the option to restrict certain behaviors such as what you report in your privacy settings.
If you are speaking about matching, you may control what gets into your tree by reviewing the criteria in your matches and rejecting it by the source if you see fit. If you are speaking about members editing your tree we also have conscientious privacy settings that will prevent any member from changing your research. Moving on from this, If a mistake has been made, there are ways to perhaps restore your tree and correct this.
I'd like to personally assist you with all of this directly. Unfortunately, I am unable to locate your registration under the name I see here on SiteJabber, therefore, please e-mail me directly at [email protected] so I may assist you with this with a very high priority.
Looking forward to hearing from you
Rafael
MyHeritage support team
Watch out! MyHeritage charged my PayPal account for $300 without my permission & no notification. When I tried to get a refund, the person who spoke to me not only tried to get my credit card number, but also asked for my BANK ACCOUNT number. These were illegal questions--MyHeritage is a foreign company that does not operate under US law. I have gone through 2 days of hell to reverse their $300 charge. They also tried to keep me on the phone as long as possible to get me to pay them even more money! MyHeritage is either a criminal organization or an organization that hires criminals for customer service telephone calls. I was a customer for their genealogy records for a year, but never again!
Dear MyHeritage Member,
I am sorry to find your low-star review.
To clarify, 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.
We do not attempt to keep users on the phone for longer. Our US phone number is toll-free meaning you would not be charged at all for your phone call.
Our agents also do not request bank account information when processing a refund. Therefore, an investigation is required. Please email me via [email protected].
Kind regards,
Kayleigh
MyHeritage Team
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.
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 [email protected] and I will be more than happy to help you.
Kind regards,
Nikolina, MyHeritage Team
Excellent service, accurate results & database. Our family has so appreciated my heritage's excellent service through our DNA journey
They stole $300.00 out of my bank account through paypal. I am now contacting my bank and paypal to alert them to the theft of unauthorized funds.
Dear David,
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
John, MyHeritage Team
I have try the trial period offer on myheritage.com, there are a lot of useful feature and so many opportunity to make and have a prompt family tree, unfortunately I have no time to use the pro version features therefore it is not worth for me at full price so I cancelled the trial. But due some kind of bug in the machine, the full price of the pro package charged on my paypal account on the last day of the trial. It can be since only those cannot miss who are not work. So I contacted with myheritage support on Messenger. I asked to refund and explain what was happened, they ask me to provide paypal recipe, then immediately help my problem. So The whole process did not take more time than write this review.
I experienced very very prompt and helpful support, so I can recommend to everybody a try, I'm sure the help desk can find a solution for any problem within seconds. I wish this kind of customer support for every service provider.
Thank You
I signed up for the free trail of 14 days on September 22,2020 they took $149.99 from my account that same day. I canceled on that same day. I did receive an email telling me that my account is canceled. I'm trying to get my money back to no avail. When I call the phone number they want my account number which I do not have without an account number you cannot get through to anyone on the phone. I have sent emails and have received no response. Do not sign up for any free trails they will still take your money and not return it. The good reviews on this site, I would like to know how they were able to contact anyone.
Dear Savian,
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
Wow - I accidentally forgot to cancel my trial and they charged my credit card - I reached out and they organised a refund on the spot! Great customer service!
Thanks to MyHeritage I found my biological family!
It is so easy and takes less than a month! I was very pleased.
I have been using MyHeritage for many years and have had a PremiumPlus subscription since 2017.
I really enjoy working with the PC software.
I also use the Internet variant and the apps on IPhone (business) and Huawei (private)
After I recently changed my password, the synchronization with the PC software no longer works (the password change works without any problems with the IPhone and Huawei)
I'm stuck in an endless loop because the PC software keeps asking to generate a new password.
Password changed - new attempt to synchronize - prompt to change password - etc.
All attempts to get support have so far failed.
The phone (+49) *******922 is either busy or I am here in an endless loop.
So far only consolation by email:
"Thank you for contacting us. My name is Anna, and I'd be happy to assist you. I hope you are well!
I understand you are having an issue syncing your Family Tree Builder. In order to get this looked into, I am passing your case onto our dedicated technical team and someone from their department will be in touch with you as soon as they receive your case.
Thank you for your patience, and if you have any other queries or concerns in the meantime, please feel free to message us again anytime.
I hope you have a lovely day!
Kind regards"
Unfortunately, I cannot confirm the promise I received with the purchase:
"You are now a premium customer and enjoy our premium customer service as well as all other premium benefits in the Family Tree Builder..."
What a shame.
BR
Michael Maisch
Dear Michael,
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
I have log in in this site while I was looking to research my roots and I wanted only to see what information is available! The information was average nothing really was provided and I wasn't aware that my pay pal account details was taken at the time of registration. Yesterday after the 14 days expired I have been charged 165 USD for literally nothing! I immediately called the customer service based in UK where I waited for almost 10 min with no response and then the voice mail was activated! I left a message and I sent an email then immediately canceled the subscription, but I did not receive any consideration
Dear Diyana,
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
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Dear Gary,
I am sorry to hear that you have had difficulty with the site.
Here is a link from the Help Center on confirming or rejecting Record Matches, https://bit.ly/3qiCSgV. This will assist you in being able to add records to your family tree. Here is a a link on how you would receive Record Matches, https://bit.ly/38AqaDU.
SuperSearch includes more than 12.5 billion genealogy records such as birth, marriage, death, burial, census, military, immigration, yearbooks and other types of records, plus scans of the original documents. It also includes MyHeritage family trees, photos, and members that are public – altogether more than one billion exclusive records from all over the world that in most cases can only be found on MyHeritage. But it is indeed possible that no records are available yet that refer to the person you are researching.
Please note that 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, so stay tuned.
I have had a look at your account and can see that you had spoken with support to assist you regarding the charge. It appears that you agreed to continue with the subscription and that 6 months free of the Complete Subscription was added to your account. If you are still unhappy with the subscription, please do contact support and we will be happy to assist you with a reimbursement as MyHeritage is a refund friendly company. You're welcome to contact us via [email protected] should you require further assistance.
Please be advised that you would not be able to download a contract to prove that you are a member. You will have received an email to confirm your purchase as well as an invoice. You are welcome to view the status of your subscription from within your site from "My Purchases".
Kind regards,
Barry, MyHeritage Team