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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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I wanted to list all those on my tree who had lived in a particular place and my husband said it would be a nice feature but that it couldn't be done on My Heritage. I quickly called the Helpline, was on hold for no more than 20 secs and then spoke to the charming and helpful Talia who handheld me as she walked me through the minimum of steps to reach my goal. Brilliant solution and even better support from Talia.
Always willing to help, if I have a problem with my tree, ringing me back could be a bit quicker, but I also understand, that it can be very busy. So far so good. I have been a full member since June 2017
My wife & I both use the same computer but we have only one email address. When activating the two DNA samples online, both were registered in the one name related to the email address. A quick phone call to a very courteous & knowledgeable service operator solved the problem almost instantaneously.
I had a problem with my DNA kit. Majal was very helpful also very friendly and polite. She provide great customer service.
When you sign up for a free 14 day membership, if you decide to cancel, depending on where you live in the world, this is not processed due to the time difference. The head office of MyHeritage is actually based in Israel, not the US. I had cancelled my 14 free trial, but they still debited my account for a yearly subscription which is very expensive. The refund process is lengthy & costly. They take your money but they State it takes 7 business days, not including weekends, to be returned. It takes months of frustrating calls. If you attempt to call them, again depending in the time difference, eg I had to set the alarm for 2am to call and then was placed on hold for over 30 mins to speak to a call centre in Ireland. They stated they could not connect me to the head office as stated on their own letterhead in a refund email as being in Utah US as the head office is located in Israel. This company is a fraudulent. In my 20 odd years of dealing with various Genealogy online companies, MyHeritage is the worst I have ever had the misfortune of dealing with. Call Centre staff in Israel are very rude & argumentative. DO NOT SIGN UP FOR THE FREE TRIAL AS THEY WANT YOUR CREDIT DETAILS AND AUTOMATICALLY DEBIT YOU ACC AFTER YOU HAVE CANCELLED YOUR FREE DAY TRIAL.
Thanks for your help in correcting my mistake on my address for shipping you have great service and a nice web site
I spent the last few weeks updating our family tree online at MyHeritage.com and expanding it with hundreds of family members after MyHeritage removed restrictions for the number of family members in a family tree. When I decided to delete some duplicate information, I ended up deleting my most recent version of the family tree (due in part to a lag in my internet). I was devastated; there were over 500 family members lost! I had spent so much time researching family members and updating data. I quickly decided to call tech support for the My Heritage website. I was immediately able to talk to a live person (MayaN), she asked a few simple questions about what happened and then contacted tech support to check for a backup of the file (all while I was still on the phone). This took a matter of minutes (less time than Ive been on hold waiting for other companies to answer my call!).
She assured me that she would email me as soon as they were able to find a solution for me. I had no longer walked into the next room when she called back to say they had already uploaded my family tree with the 500+ members for me. I also received an email with links on how I could backup the files in case something should happen in the future.
I was amazed at how quickly this was solved and relieved as well (so much time saved!). They were very empathetic and helpful. Thank you, MyHeritage!
I have my DNA data from MyHeritage and was asking if I could download it to 23andme without doing another test from 23andme. I was advised to ask 23andme if they support MyHeritage data. I emailed them and am waiting for a reply. Sure hope I can. Thanks for your help, Charlotte.
Spoke to my heritage today and found them very helpful. I was concerned my sample was lost but they reassured me and gave me information about my next step
I am not satiesfied with the support. I have twice got the problem with vanishing and changed names in my FTB. A year ago it took 6 weeks to get the first answer and as time passed the problem was solved by itself(?). I have support with priority in my membership. A month ago the same problem appeard. As I did not want to wait several weeks for an answer, I uploaded a new gedcom from the Myh-site. This time it took 2,5 weeks before I got an answer from Myheritage.
Birgitta G
Dear Birgitta,
I'm sorry to read your low star review and will do all I can to help.
Issues such as these are extremely important to us and I'd like to learn more about why you were not answered in time and why this is happening to ensure a better research experience for the millions of our MyHeritage members.
In order to do so, I must first locate and verify your account. Therefore, please e-mail me from your registered e-mail address at [email protected] as soon as possible.
You are already my top priority here today and I will be looking for your message.
Kind Regards
Rafael
A few days ago I received very helpful assistance from Lidija. I have used MyHeritage 10 years now so my online view is somewhat different than what family members on my genealogy site see and she helped me identify the differences so I can best help my members. She also helped to re-invite a member who lost her password and get her started again. It's support like this that makes using MYHeritage much simpler and enjoyable. Thank you Lidija.
Very helpful staff on the phone resolved my issue quickly. I hope to get my refund as promised. Thanks
Als erstes gab es die aussage das ich mit einem englisch sprachigen person weitergeleitet werde. Nach der bitte mit jemandem deutsch sprachigen zu kommunizieren wurde ich einer sehr netten Dame weitergeleitet. Top!
Following a number of mistakes on my part having separate sites for my wife and myself BUT the same email address I phone the help line for the UK and in a few minutes the young lady at the other end of the phone sorted out the problems, Removed at my request one site and reset the email and Password on the other all in the space of a few minutes, I am delighted with this Professional Service. Well Done
Hatte um Rückruf an einem anderen Tag gebeten; funktionierte tadellos, überaus kompetente Mitarbeiterin; nach 10 Minuten war alles zu meiner Zufriedenheit erledigt.
I was having computer problems, & could not access my set=up. The technician was very understanding, and patiently took me through the process, & got me on line. Thank You Sinead.
Beim 1. Anruf (Mi): "Kein deutschsprachiger Mitarbeiter verfügbar"!
Beim 2. Anruf (Mo) landete ich in der Warteschleife "2. Platz"... nach 5 Minuten immer noch 2. Platz. Meine Entscheidung war dann einen Rückruf zu wollen. Leider war das eine Fehlentscheidung, denn wenn ich Hilfe brauche, dann jetzt und nicht nach 3 oder mehr Tagen!
Mein 3. Anruf erfolgte am Dienstag: "Kein deutschsprachiger Mitarbeiter verfügbar"? Ich kann zwar Englisch, aber hier brauche ich Fachbegriffe und schnelles Verstehen.
Beim 4. Anruf (Donnerstag danach) hatte ich Glück, ich war der Nächste in der Warteschleife und mußte auch nicht lange warte.
Meine Fragen konnten jetzt zufriedenstellend beantwortet werden.
My subscription payment was taken from my credit card automatically and I had decided I did not want my subscription anymore. I wrote to tell them that I wanted my money back (over 200$ in Canadian fund), but I was sure they would never accept or reply. They replied right away and refunded my payment to my credit card - I was very pleasantly surprised!
I recently received the results of my DNA test and while I found it fascinating, I was surprised that there were no Scots in my result, as there are a lot in my heritage. I rang the 0800 number and spoke to a very helpful staff member called Meagan, who explained the way that parental DNA works and why my sister had such a different result to me. I am looking forward to following the leads I now have.
Supposedly according to MyHeritage I have Inuit, North African and and Nigerian DNA. I have traced back some lines over 1000 years without a hint of any ancestors from those regions. Ancestry DNA actually connected me with persons with identifiable common ancestors. Also the DNA regions matched. MyHeritage was almost completely different. Only one region matched closely. Also they want an outrageous amount just to connect with supposed matches. Stay away!
Dear James,
I'm sorry to read your low star review and will do all I can to help.
Issues such as these are extremely important to us. I'd like to learn more about this odd percentage of your estimate to ensure a better research experience for our members in the DNA research community.
In order to do so, I must first locate and verify your account. Therefore, please e-mail me from your registered e-mail address at [email protected] as soon as possible.
You are already my top priority here today and I will be looking for your message.
Kind Regards
Rafael
MyHeritage
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- 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 Robyn,
I'm sorry to read your low star review and that you misunderstood the terms of your trial membership.
I sympathize with your frustration and will do all I can to help. I would like to clear up some of the misinterpretations you exhort in your feedback because we do not debit you after you choose to cancel your membership.
I'd also like to clarify that MyHeritage informs all members of the annual charge and its price on the automatic email that is sent out after you enroll in the membership and before every renewal.
Also, one may view the status or cancel an annual subscription at any time online when logging into MyHeritage from the My Purchases page and incur no annual charge. Again, please note that if you have canceled your trial before expiration, you will not be charged.
With regards to our free trial, our data collections include over 6 billion historical records and are constantly expanding, but it is possible that the information you are looking for is not yet listed in our records. This is why we provide a free trial period and a money back guarantee for users to try out our collections.
I invite you to go over our terms and conditions that read that If you are not satisfied with your purchase you may request a full refund by contacting Customer Support within thirty (30) days of the initial purchase date of the subscription.
(Our terms and conditions) ----> https://www.myheritage.com/FP/Company/popup-terms-conditions.php
Nonetheless, if you did not view your post-purchase MyHeritage e-mail, or read your annual membership status online, or view our terms and conditions, you may not be aware of your Trial charge.
If you have any questions or would like to check the status of your refund, please feel free to e-mail me personally at [email protected].
Always happy to help
Rafael
MyHeritage