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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 have called several times for information and/or help. While the first two calls both had a very long wait time, when I spoke with representatives, the issues were resolved quickly and one call resulted in learning how to use the website more effectively to find information about family.
I transferred to MY HERITAGE from an old program but because of my age and the 14 years of research in my former program contained but would not work on Windows 10 I needed to change.
I am hopeful that my son(s) will also wish to access the data after I depart this life and having a web site which is accessible only by agreed people and my data from the web site should be accessible to my successors. I find it a more sophisticated program than my former one. There was a problem with the GEDCOM transfer which the Help services persevered with and solved = they really worked on the problem,.
I now see my task us being able to add notes to various members of the family which have emerged and help bring a 3rd dimension to the data of some individuals
I still have some points on which I am not clear in operating the program eg Marriage details are not recorded (at least I haven't discovered where. They are vital to genealogy. I also need a guarantee that my successors will be able to access my data (this issue is mentioned in one of the Reviews)
My only frustration is that the excellent Help line service is not always easy to access. It would help if the time Zones for accessing the help Staff ( based in Israel) were made clearer. I have experienced messages such as 'No one available' when I am calling in the time periods indicated' or 'traffic problems' or even 'at dinner' This can be somewhat frustrating.
HOWEVER all the help line staff I have encountered could not have been more helpful - Its accessing them which I find might be improved. I can't speak too highly of their courtesy and helpfulness. These views are after a period of about 6 months using the program.
I rang to check on the progress of my order. I was dealt with Alon? Who was absolutely brilliant. She was so pleasant and professional and given the stress I know contact centre staff face every day she made me feel that my query was important and she wanted to help. She is a credit to your company thanks so much and well done. Peter
I have bought this for my sisters Christmas present so I dont know whether it works ok and whether it was what she wants yet. I wasnt sure whether you had to pay to subscribe to the website as well, which I didnt want, as this package is very expensive and I would expect access to be part of the price. When I contacted them I received a very nice email back reassuring me that there need be no more expense and that my sister can use it, so fingers crossed!
I purchased 3 kits, one each for my Mother and Husband and one for myself. Before doing our swabs, I activated each kit, the swabs were sent and I received notification that the kits had been received but had not been activated. I managed to activate mine, but my husband had thrown out his information. After phoning my Mother to get her kit number, I tried in vain to activate it for over a week, each evening trying. I tried phoning a couple of nights ago, but didn't get anywhere. In the meantime, my husband and mine results came back. Tonight I phoned again, a very friendly, polite and helpful lady, after many attempts, we finally managed to activate my mother's kit on a different browser than I normally use. Now we are waiting in anticipation for her results. Not sure why the origional activations did not work and had to do each a second time (except my husband's). A very big thank you for helping. Ruth J
I have a doubt, I call to client support and
I received a very good service.
The person at the phone was incredible,
She did every thing to help me.
With the exception of the instructions in the kit being for a different kit and after I called MyHeritage, the very polite lady on the phone helped me through the process of registering our DNA kits. She was very easy to hear and spoke clearly and not fast. It was a very good experience. I give them so far 5 stars.
Loads of bad reviews. I won't be buying from them after reading other peoples experiences. It's coming across as a scam. Not saying it is a scam but that's how it comes across from reading the reviews.
PLEASE do research on DNA products. These guys are a waste of time and money. My results came back showing I am 72% Northern/Central European decent. Wow what a revelation, I didn't need to spend a hundred bucks to know that. If narrowing it down to about 20 countries is what you're looking for, myheritage is just the right product
Dear David,
I regret to find your low star review and that you are unhappy with your ethnicity estimate showing 72% Northern and central European. I will do all I can to assist you with your research.
As you most probably know, countries and borders are not measured by one's raw DNA. An estimate of your ethnicity is calculated by comparing your DNA to other DNA references that are known in the DNA research community.
We have proudly referenced 42 ethnic populations and this number will be growing even larger because of our own Founder Populations Project — one of the largest of its kind ever conducted. Our current amount of supported ethnicities is vigorous compared to other popular genealogy research companies and this can be verified online by all means.
Not only are we researching more ethnicities, our comparable DNA database is robust and is constantly growing as we give the option of FREE raw DNA upload from other popular autosomal DNA test providers.
With regards to your estimate, It is true to consider the fact that over the last thousand years, people in Europe moved around frequently and often mixed with people from neighboring countries within Europe. Over time, the official borders changed and so did the population.
Science currently finds DNA to be very similar to people in neighboring countries within Europe. Therefore where there isn't sufficient statistical difference, the ethnicity estimate is retained on a higher regional level in our current ethnicity estimate beta version.
That being said, many of our members benefit from other research tools we provide that is included and integrated with their DNA results such as DNA matching, ancestral surnames and comparing matching family trees to help understand their family story and migration patterns.
MyHeritage has been assisting millions for well over a decade with their genealogy research using matching technology. Your overall research experience and feedback are paramount to our constant growth and development.
I'd be happy to go over your Ethnicity Estimate with you and also give you more information about using our state of the art matching technology to explore your roots.
Please feel free to e-mail me at "[email protected]" from your registered e-mail address so I may locate and verify your registered account.
Your satisfaction with your purchase is very important to me and you already have my first priority here today.
Sincerely,
Rafael
MyHeritage Team
So sweet and educational. The information I got helped clear up some facts about my DNA results. My family members will like what share. Natalie was so helpful.
I couldn't synchronise to my complete site; it always linked to the basic site with only 250 persons. It was difficult to get a phone-connection at first. But... Eve helped me from the beginning to the end: I could explain my problem and now everything is allright!
Agent was very knowledgable and answered questions. A bit difficult to understand his accent. I don't need a hundred characters to state this.
I had a problem syncing my tree on MyHeritage, When I spoke to Moses, in customer support, he understood my problem, followed up with the technicians at MyHeritage and kept me informed along the way until my problem was resolved. On the technical side, I received immediate responses and follow up from Jonas. MyHeritage is an amazing tool and the customer support is excellent.
Alexandra helped me in a very efficient way to depict duplicated persons in my family tree using smartmatches.
I saw today on other reviews that this should have been sent as a parcel. I don't know what happened to the kit I submitted weeks ago. It is not listed as received on their website and it has not been returned. MyHeritage should have noted how to return this sample if stamps were not satisfactory. Will file complaint with the Attorney General's office after the holidays if nothing changes. Called their phone number. They must have only one person working because they were out to lunch according to the message. What business doesn't stagger the employees breaks so that someone is available during work hours unless it is a place with one employee. Left a message and received an email to check tracking on their website, so obviously it was a computer generated response as it did not address my questions.
Dear Catherine,
I'm sorry to read your low star review and regret to find you have been unable to contact our support team.
Geneology research is currently a very popular subject and we currently have a large influx of questions coming to us during the holiday season. 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. I sympathize with your efforts and I will do all I can to help you as soon as possible.
The good news is that It sounds like you have already sent your kit as a "parcel". Moreover, Inside each MyHeritage DNA Kit, you will find a booklet with instructions on how to use the kit to collect your DNA and send off your sample.
After you have swabbed your cheek and made sure the vial caps are closed tightly, I assume you placed the two vials in the clear plastic bag provided and closed its ziplock to place the bag in the padded envelope. Once you have sealed the envelope, you most likely mailed the envelope at your postage expense to our DNA lab.
If you have done this then I'm sure our lab will receive your sample and your results will be processing. DNA testing is indeed a timely process to ensure that most accurate results for our DNA researching community. In some cases, it may take weeks to register your sample once it is received by our lab and I'm sorry for the inconvenience.
Your overall satisfaction is extremely important to us and I would like to examine your tracking and personally track your results. In order to do so, I need to first locate your registered MyHeritage account.
Please e-mail me directly at [email protected] so I may assist you with the highest priority.
I'll be looking for your e-mail.
Sincerely
Rafael
MyHeritage
Very professional, speaking clearly, easy to understand and Agent James was very knowledgeable. GREAT JOB!
My son could not access is account and Aaron helped us get in. He was educated, kind, and very helpful.
The only downfall was the 35 minute wait to get a representative.
Thanks for all your help and assistance through the registration process for our DNA kits after I made a mistake on line. So easily fixed when one knows how. Thank you.
We had a problem in our family tree and needed to remove some duplicate persons. The lady at customer service helped us through the right procedure to do this. Very nice and professional experience.
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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
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Hi Peter,
I'm sorry to read your low star review and to find you feel that way about MyHeritage.
Although, I don't think its fair to write a bad review about something you haven't even purchased or experienced.
Truth is it is very easy to notice that the ratio of good reviews on site jabber and various other review sites is higher than bad reviews for MyHeritage.
That said, It is ultimately your choice and opinion though and I wish you all the best with your decision.
Rafael