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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 received a quick response and was guided to a simple fix on an error that I caused.
Saoirse was very polite and helpful and assisted me in fully correcting the issue
Megan was extremely helpful during out conversation on 28 December 2017. I was interested to know if Native American data was used when kit testing is done, what ethnicity groups are excluded, if any, if genetic data was used/given, and specifics about the MyHeritage database. She had all the answers to my questions, and then some. Nicely done MyHeritage.
Excellent service. Would use again. Appropriate advice and correction to problem. Hopefully now sorted for good.
I was very happy with the results. James did me a favor with his offer. Thank you much.
Hope I can have James take care of my needs in the future.
I have been using this site for 10 years and have been very pleased with it. The automatic notifications via email are invaluable to my elderly aunts who otherwise would not be able to remember everyone's birthday's etc. Very satisfied with this site. Whenever I call, I get excellent assistance.
Helpline Agent could not have been more courteous and helpful. Very sympathetic and understanding, and arranged immediate shipment of replacement kit.
Jag fick utomordentligt bra hjälp av Lisa. Hon var väldigt trevlig och tillmötesgående. På ett pedagogiskt och bra sätt beskrev hon hur jag skulle göra. Jag är väldigt nöjd. Så stort tack!
Carl-Johan
Kia Ora My Heritage. Tried in the morning getting through to the 0800 number with little success. Tried in the afternoon and got a VERY HELPFUL person that helped me activate my account. It all worked out in the end! Ngā mihi nui
It's difficult to find excellent customer service these days. I was an upset customer who was completely turned around in the course of my interaction with Johnny. He was professional, personable, and most of all, he fixed my problem and gave me a discount to compensate for my inconvenience and prior frustration with trying to renew a subscription. It really helps a company when a person like Johnny can work with a customer to resolve difficulties before the company loses a valued customer over a glitch. Thank you!
I have been using My Heritage for several years and been able to build a family tree that has been an great tool to talk about our own family history, by identifying how diverse our family really is. With the cross referencing tools and simple format it is easy to follow the bread crumbs of most family histories if a person is willing to invest the time. We had a minor issue with some billing for associated services and were please with the responsive and dutiful follow-up that the staff at My Heritage demonstrated.
Website needs to be improved with more comprehensive Q&A. I want to know how long can I keep the specimens sample before mailing it to the lab. The reason is that I am traveling overseas with 2 kits to collect DNA samples from relatives and will not be back to the US for another 3 weeks. Can the samples be collected any time or should they be taken right before my return? Also, I see there are offices in many countries, including Denmark. So if I bought a kit in the US, could I mail the kit to the Office in Denmark for processing? There should be an easier way to interact with customer service than solely by phone. Also, I registered my first kit and got some weird announcement about my parents divorce and remarriage which was very confusing. What are they trying to sell me?
Dear Therese,
I'm sorry to read your low star review and will do all I can to help.
For your information, you may hold on to the sample for another 3 weeks by all means. Please just make sure that the vials are sealed up properly.
It is true that we have offices all over the world but our DNA lab is located in Houston, Texas and your kits will be sent there for processing.
For your information, one may also contact a representative through e-mail by visiting our help section (http://helpcenter.myheritage.com) and typing in "contact us". Here you will see our support hotline along with the ability to send us an e-mail. Simply click on the envelope icon in the bottom right corner of the article you see. This will open a contact form, where you can provide a detailed description of your question, select an appropriate topic to ensure it gets routed to the correct place and even add an attachment if you wish. The more details you provide in regards to your issue, the more we will be able to give you a detailed & accurate answer.
Finally, with regards to the message about your parent's divorce and remarriage, It sounds like you may have received a message about a smart match on your family tree. While many people do benefit from hearing about new records and matching genealogy to assist with your genealogy research, the most important thing for us is your overall satisfaction and research experience. Therefore, these automatic emails can be turned off and I'd be happy to help you in doing so if you are interested.
Please feel free to contact me directly at [email protected] from your registered MyHeritage account so I may assist you as soon as possible.
I'll be looking for your e-mail.
Happy to Help
Rafael
MyHeritage
Lidija was so Professional Excellent Attitude on the phone, She was extremely patient with me as I was very nervous about asking for Refund. She accepted my explanation with no fuss Credit to the company. Thank You N Wheeler
Recently I needed some help with issues I was having using My Heritage account. The person on the phone was patient and very helpful by talking me through all the steps live over the phone as I did them. Her explanations were clear and calmly delivered when I was feeling exasperated. Thank you very much. Cheers Chris
My experience with myheritage customer support was excellent. Called on Christmas day, did not have "no" wait time, and my technician was able to resolve my issue in minutes. She was very helpful and pleasant to talk with. Wish all my customer service/tech needs were this helpful.
It was not so easy, to have contact with My Heritage. But, wenn they already knew, what kind of problem do I have, they solved it perfect on very fast way and sent me refund immediately.
Contacting your company for help has (phone) been difficult. Message I got were Phone lines were down
Trying to get help via computer is terrible. Right now I can no longer get into my family tree, because I did do what was Suggested via my last phone call.
Dear Richard,
I'm sorry for the inconvenience and will do all I can to assist.
In order to help, I need to first locate and verify your account.
Therefore, please e-mail me directly at [email protected] so I may assist you with this as soon as possible.
Kind Regards
Rafael
MyHeritage
I had a problem with my password and called Tech Support. They were very helpful and efficient with the support. I was very pleased they answered my questions and call right away.
The website is really confusing, there is no service e-mail to be found unless you do a google search. Sent a email 10 days ago and it has yet to be replied to. Also rang to the costumer service and waited for a long time in the queue as "the first in line" until i got tired of waiting. I just want to decline my purchase but myheritage seems unintrested in their customers and getting good reviews...
Dear Adam,
I regret to find you are unable to contact our support department and I will do all I can to help.
Geneology research is currently a very popular subject and we currently have a large influx of questions coming to us. Therefore, one may experience a delay when attempting to contact our support team. I totally understand how bothersome it may be to wait for a reply and I sympathize with your efforts.
For your information, one may also contact a representative through e-mail by visiting our help section (http://helpcenter.myheritage.com) and typing in "contact us". Simply click on the envelope icon in the bottom right corner of the article you see.
This will open a contact form, where you can provide a detailed description of your question, select an appropriate topic to ensure it gets routed to the correct place and even add an attachment if you wish.
The more details you provide in regards to your issue, the more we will be able to give you a detailed & accurate answer.
In any case, we absolutely value your membership and overall member experience so I would be happy to personally assist you with the issue you are having.
Please write to my inbox from your registered e-mail address at [email protected] so I may verify and locate your account and assist you as soon as possible.
Merry Christmas!
Sincerely Yours
Rafael
MyHeritage
Belachelijk duur abonnement, en als je een vraag hebt, valt er niemand te bereiken. Nergens een vorm van contactgegevens, behalve een forum waar niemand op komt en per telefoon NIEMAND bereikbaar. Nochtans binnen de werkuren een aantal keren gebeld. Steeds automatisch bandje met 'alle medewerkers zijn in gesprek' of 'er is op dit moment niemand bereikbaar'. Er werd aangeraden door de automatische stem om een voicemail in te spreken zodat er zou teruggebeld worden, uiteraard niemand gehoord. Voor dat geld, bouw ik wel ergens anders een stamboom.
Dear Julie,
I regret to find your negative feedback on your experience with our memberships and in contacting our support department.
Geneology research is currently a very popular subject and we at times experience a high volume of questions from the millions of our members. I totally understand how bothersome it may be to be on hold and I sympathize with your efforts.
For your information, MyHeritage offers an assembly of free and paid subscriptions that will fit your research and budget. This includes a free basic membership and a free downloadable Family Tree Builder program. That being said, some features require a paid membership to ensure the development and upkeep of our research tools. Some of our members prefer to only pay for some features as they don't really use the entire array of tools we offer. This is why we offer separate subscriptions along with a full complete one.
We absolutely value your membership and overall member experience. I'd like to learn more details about the issue you describe to ultimately ensure a better service for the millions of our MyHeritage members.
Please write to my inbox from your registered e-mail address at [email protected] so I may verify and locate your account.
Sincerely Yours
Rafael
MyHeritage
I wrote a critical review stating the kits had not arrived in time for Christmas and I was getting nowhere trying to contact MyHeritage. I was beginning to think it was a scam. After my review was published, Rafael from the company contacted me and from then on it was a pleasure to deal with them. They have refunded my money and I have informed the delivery company that the order has been cancelled and to return the kits. I would only say that they should make it clear to non US customers that the kits come from, and have to be returned to, the US, therefore could take time, and to make sure the local phone number is current.
I bought 6 kits to give as Christmas presents. I received an email to say they had been dispatched over two weeks ago and no sign of them so I have to find other presents. Have tried to ring the UK phone number given on the site and it is not recognised. I have sent them an email to cancel and ask for refund but have heard nothing back. Draw your own conclusions.
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Hi Bart,
I'm sorry to read your low star review and will do all I can to help.
I would also like to clear up some of the misinterpretation you exhort in your feedback because we do not double the membership price after the first year.
While some members do receive a discount on their first year's membership price because of various promotions we run, 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 and cancel an annual subscription at any time online when logging into MyHeritage from the My Purchases page and incur no annual charge.
Indeed, MyHeritage is based on subscriptions and annual membership prices may be subject to change after expiration. Mainly because It is not possible for us to hire a technical staff and stay consistent while offering so many record collections along with state of the art research tools without updating the fare. As you may know, many services in general, are subject to price change 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). 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.
If you are unhappy with your annual membership, 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
Please feel free to contact me personally at [email protected] if you are in need of assistance with this or if you have any questions about your membership, I would be very happy to help.
Sincerely
Rafael
MyHeritage