On SmartCustomer, businesses may not offer incentives or pay to remove reviews. Learn more about our Review Guidelines.
From the business
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
We monitor reviews for authenticity
I am a new user to MyHeritage and I am impressed not only with the easy to use webpage but also with the documents available. My research is primarily in Sweden and Finland and the documents available for both countries has been very beneficial to me. The ability to match an English spelled name to the Finnish version for the same person is really remarkable! Im still exploring the many features offered, and learning how to use those features to my full advantage. Last, but surely not least, I am also impressed with the Technical Support I have received either via the phone or email!
I would like to commend the Technical support staff in resolving an issue with synchronizing between FTB (Family Tree Builder) and the Family web site. It was a complicated (buggy) problem which took 3 different support people a while to figure out and fix. Ron, the last support person to work on this was very patient and helpful during the whole process.
I found some very distant cousines. I didn't find the children or sisters of my grandgrandmother Weikum. But I think I will find them one day --because DNA tests get cheaper and cheaper but more and more deeper, and more and more people are getting tested. The support cannot do miracles but help to find relatives. Please get tested, only tested people can be found. Half family "disappeared" in WW2. So many died in WW2, and now we are a small family. But I hope we will find together. Greetings from Germany
Lisa H, quickly resolved a tricky scenario demonstrating her in-depth knowledge of the software in a friendly courteous manner as well. Great Effort and SUPPORT!
I subscribed to MyHeritage after purchasing two of their DNA kits. The support I have received so far is second to none, and I don't say this lightly. Today I spoke with MayaN about a technical issue I had created on my family tree (all of which was my silly mistake). She was amazingly friendly, helpful and supportive - this lady is just fantastic and left me feeling like a valued customer and we had the problem sorted out in a few clicks. Speaking with her really brightened my day and made me feel wonderful about life and reinstalled in me that human beings can be wonderful to each other! Thank you MayaN;-) You are a credit to MyHeritage and so many people could learn from you style of dealing with customers - if I had a job vacancy I would employe you without hesitation. AWESOME CUSTOMER SERVICE 10/10!
Accidentally forgot to unsubscribe after a free trial and was charged almost $200(of my own fault), rang them up and recieved a compelete refund so happy its not a money stealing company
Today i called help line to have an entry corrected. Within 3 mins, the entry was not only corrected, but an email was sent to me to keep on hand should this issue arise again. Thank you, My Heritage as well for the matches and new links that I am finding every day. My family tree is becoming more enjoyable each day - am enjoying all the family I have found!
Thank you again.
Cantu S
The lady that helped me was amazing, so helpful and told me about a feature that I did not know about.
Purchased 2 kits (me and my husband). Got the results last Friday and was very excited about the results and shared with my entire family. 2 days later when I went to print my results, results had changed for me and my husband! Never got a notification that new results were published. Customer support said they recalculated all kits processed after a certain date. I don't know how DNA can change and I can't believe either of the reports. Not a credible company. Waste of money. Apparently everyone on the planet is part Nigerian.
Even though the DNA identity results were slightly hard to comprehend initially, I was greatly helped with questions over phone by their helpful customer support rep Desmond, who better explained results and the ever evolving DNA reporting processes.
Shortly afterward I received an updated report that showed more expected cultural identity and percentages, just as Desmond predicted likely to happen.
Kudos to My Heritage!
M'encanta aquesta aplicació, a més la puc posar en català (la meva llengua). He trobat família per mitjà de l'aplicació i a més el Servei a l'Usuari (MyHeritage Support team) han estat molt atents i m'han ajudat a resoldre un petit problema del programa.
Recomano aquesta aplicació al 100 %. Gràcies!
Customer service person very efficient and explained what the procedure was with the post. Thank you.
For Christmas I bought a KIT for my son, sent back my kit 2 months ago and it is impossible to be in contact with this company. The only way is the phone and they never answer this is totally unacceptable. I manage to have them once on the phone but they have done nothing. They took my money but they are not able to provide the service I paid for. Stay away from them they are not honest
Dear Steph,
I'm sorry to read your low star review but I do sympathize with your long wait time.
Your DNA kit tracking is indeed something to be concerned about and therefore I will do my best to help.
That said, I do know that there has been a slight delay in receiving kits that were sent to our lab around the holidays within the 2-month time frame because of the amount of traffic. We are certainly aware of this and are working to resolve this as soon as possible. Each kit that is sent to us is processed carefully to ensure our DNA community gets the most accurate results.
Issues such as yours are extremely important to us. In the case I am unable to track your kit, I can send you a replacement without question.
In order to help, I need to verify your MyHeritage registered account. I have not found any registered account under your name you publish here on site jabber.
Therefore, please e-mail me at [email protected] so I may look into this as soon as possible.
Warm Regards
Rafael
MyHeritage
Before paying for 1 year membership; every time I searched the site I always got a message claiming that by becoming a member you could access millions of additional records. Well this is in fact a lie and a scam to persuade people into paying the yearly membership fee. None of the records that I was attempting to find were in the database. I have been using Familysearch.org which is a site created and maintained by The Church of Jesus Christ of Latter-Day Saints and have been in existence for many years. There is no cost or obligation of any kind to use the site and I have found more records in this site than in my expensive MyHeritage. Check out the family search.org site before you waste your money. Oh, I have 11 months left on my membership with MyHeritage and most likely will never used.
Dear Fernando,
I'm sorry to read your low star review and will do all I can to help you.
First, I'd like to clarify that Family Search is actually FREE on MyHeritage as well because we share a partnership with them. This means one can hold a FREE basic MyHeritage membership and search for records found on Family Search for FREE as well using MyHeritage's research feature(SuperSearch).
Indeed, MyHeritage is based on subscriptions. Mainly because It is not possible for us to stay consistent and offer so many record collections along with state of the art research tools without hiring a team to support our products. As you may know, many services in general, are subject to a membership charge, including the genealogy research market because it expands as more historical data is uploaded from MyHeritage partners that require royalties on its use by customers.
Nonetheless, we offer an assembly of separate subscriptions that will fit your research and budget including a free basic membership and a free downloadable Family Tree Builder program. Also, some records in SuperSearch are free (e.g. BillionGraves, Social Security Death Index, family search). Some of our members will purchase a complete subscription that offers all research tools but many of our users prefer to only pay for some features as they don't really use the entire array of tools we offer.
I would be more than happy to personally help you find the best membership that fits your budget anytime. Please feel free to contact me at [email protected]. I'd be always happy to help.
Sincerely Yours
Rafael
MyHeritage
I wanted to copy a section of my family tree to form the basis for a new tree. I spoke with Shoham, who listened and fully understood my requirement. She sent an email with full, easy to follow, instructions on how to achieve this. The new tree is now up and running smoothly.
Got super service from Nadja, problem solved in just a few clicks.
Thanks Nadja, for your support and a nice voice to listen to.
I had a problem that my web-based familytree turned from dutch to english, without me changing itself.
Problem has occured since i installed the FamilyTree Builder software on my PC, at synchronisation, it turned the languages.
But its solved now and got instructions for future solving
Paid for info. Got none! They used what I gave them - got nothing back from them I could use. Waste of time and money! They won't answer any of my questions.
Avoid this place at all cost!
Thank you, Jim Burk
Dear Jim,
I regret to find your low star review and I will do all I can to help.
Geneology research is indeed currently a very popular subject and we at times experience a high volume of questions from our members. I totally understand how bothersome it may be to wait for a reply and I sympathize with your efforts so far.
The progress of your research along with your overall purchase satisfaction is paramount to MyHeritage. I'd like to learn more about what you describe as not getting the information you were expecting to receive when you purchased your subscription.
In order to help you with your issue, I need to locate and verify your registered MyHeritage account.
Therefore, please e-mail me directly at [email protected] so I may assist you with this with extra high priority.
I'll be looking for your e-mail.
Sincerely
Rafael
MyHeritage
Called My Heritage tonight - surprisingly call was answered on the third ring by a representative. Could not believe it.The representative (and I'm sorry I did not get your name!) was so helpful - I needed DNA information for a 91 year old relative who did not understand the raw DNA data. Anyway, job done and so quickly too. Thank you
I was told exactly how to achieve this when the DNA test arrives with an account number.
I had order a DNA kit for a Friend of mine via my account and wanted to make sure that his data was separated from mine.
Its good but no customer support for non paying customers which makes it very hard to communicate
But it is understood
See reviews as you browse!
Get the Chrome Extension.
Add Extension
- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Dear Susan,
I'm sorry to read your low star and will do all I can to help.
Your concern is well understood and I'm sorry for the misunderstanding.
To what I know, there was a glitch that affected the comparison of raw DNA to specific ethnicity references for a few people. This didn't affect your raw DNA data but it did affect the reference calculation for your estimate.
We are well aware of this glitch and I am very sorry for the confusion and misunderstanding as we work to better our Ethnicity Estimate algorithm to ensure a better and more accurate estimate for the DNA research community.
That said, I would like to examine your results and report any errors with it to ensure the progress of your research. Unfortunately, I am unable to locate your MyHeritage registered account under the name Susan M. That I see here on site jabber.
Please contact me directly at [email protected] so I may examine and report any possible errors with your estimate as soon as possible.
You are already my first priority today and I will be looking for your e-mail.
Kind Regards
Rafael
MyHeritage