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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 called today to cancel my data subscription and to ask that the cost of this subscription which was paid on August 29,2017 ($159.20) was going to be put back into my credit card account. I talked with Joshua and he said it would be taken care of but it may take up to seven days. Joshua was very cordial and I was pleased the way he handled this issue.
Cancelled the subscription my son had set up in my name and on my credit card. Very respectful of the situation and I appreciate it.
Mike Bailey
Tech support was not available because of time differential but Markus in sales was able to assist me with my problems.
I had a pleasant experience with your representative - Breck. I found him to be courteous, helpful and very informative. He gave precise and polite information. He went out of his way to be of service. He furnished me with information that I did not ask for or know that I needed which I found to be very helpful. It is a pleasure to write this review that was enlightening, interesting and informative. Again, thank you for your assistance.
Canceled subscription as I was looking for Nova Scotia records which I found are only available on the Nova Scotia website. My Heritage offered a full refund.
I have been very pleased with My Heritage for Family Tree research. There was a mix up over my subscription, I ended up paying twice. One phone call to Heritage, there was no arguement, the issue was dealt with very quickly. As a rule when you contact a company for a refund, you expect a battle, or at the very least a lenghty discussion. I also find My Heritage staff are not pushy, they really want to help.
Martin Fox
Fui prontamente auxiliado em minha dificuldade. Possuem um bom serviço de suporte ao usuário. Grato.
To all. Needed help with my account and called for it. Fast, pleasant response was handled quickly and professionally thanks to Steven or Stephan. Thanks, Clinton D Farnsworth
On the 14th August 2017 for 1 hr requesting knowledge of my father my bank statement states you took £90 from my Bank account make contact
Before I subscribed to this service, I was under the impression it was a monthly subscription, so having signed-up I was quite surprised to find an annual fee deducted from my credit card. Also prior to making a commitment, I verified what would happen following the end of the first year to all the research and data and was assured it would still be available to me BUT was advised it could've be modified. Having swallowed the pill on the annual fee I spent hundreds of hours building my family tree only to find out was all a complete waste of time because I can't access the site without paying another annual fee - like that's going to happen - a fool and his money are easily parted
Dear Nick P.
We absolutely value your feedback as we are constantly trying to better our member's research experience.
That being said, I regret to find that you feel disappointed with researching your family history with MyHeritage and I will do all I can to help you.
MyHeritage family sites are indeed based on subscriptions. While we do offer free tools such as the Family Tree Builder program and a basic online membership, some research tools do require a membership fee. If your membership ends you may still edit your tree on the offline family tree builder program. You may also choose to downgrade to a free basic membership.
Granted that many of our paid members do benefit from the research tools a paid membership may provide such as smart matches that will automatically compare your tree with the millions of other trees published online as new information is uploaded each day.
Also, 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.
It is also important to know that any member can unsubscribe from a member's annual fee by logging in, clicking on site manager's name in the right upper corner of the family site page, and selecting ‘My Purchases’. Furthermore, our terms and conditions clearly 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".
You mentioned that you feel as if you have "swallowed a pill" and I would like to ensure that you do not feel this way and get the membership that fits your research needs and budget along with the help you need to successfully research your family roots.
In order to help you with this, I'm going to need to first locate your account.
Please contact me at your nearest convenience at [email protected], I would be always happy to help you.
Sincerely
Rafael
MyHeritage
I had a misunderstanding regarding my subscription and was subtracted 1200,- NOK from my bank account. I got a bit stressed out and called them, and they helped me with refunding my money. My subscription was canceled and everything got sorted out. The lady was very understanding and nice, and my whole experience made me trust them, and I will come back at a later time when I have the money to do so. MyHeritage is a brilliant site in it's own, but the customer service made it 10 times better.
Thank you.
Very helpfull. Solved the problem. No worries. The lady on the phone was very courteous and her speech was very clear. Good to speak to someone who had a good command of English.
Very understanding of my situation. Refunded the Data subscription completely. Thankyou and cancelled both renewals. Thankyou
Markus was very helpful to me today. Its been a week and I haven't received my kit due to the absence of my apartment room number in my address, but luckily Markus helped me fix that and now I have a replacement package on the way. Thank you Markus
I received a result which is definitely incorrect. I know my Father's maternal parents and their history. Doesn't show.
What now
Dear Mervyn,
I'm sorry to hear that you are unhappy with your DNA test results.
We absolutely value your satisfaction and feedback as we are constantly trying to better our member's research experience. Therefore I would like to examine your results and compare them with the research you have done.
In order to inspect the issue you report, I'm going to need to first locate your account with us. Unfortunately, I am unable to locate your account using your name provided here on site jabber (Mervyn G). Please send an e-mail at [email protected] from your registered address so I may locate your account and assist you with this as soon as possible.
You are already my first priority here and I will be looking for your e-mail.
Warm Regards
Rafael
MyHeritage
Marcus took care of my problem very quickly and easily. One of the best support teams I"ve ever dealt with.
Super my heritage. Agréablement surprise. C'est facile à gérer,. Aide par téléphone excellent. Vite la suite.
The features for normal users to enter some family info and merge with other users' infos is practically not there. I do have stuff going back to the 17th century and was intrigued to see that they appear offer this, but it is only appearances, they do not really. My phone number was never registered with your site. While I considered a subscription, they called my (unlisted, not known) home number - so within minutes they must have taken a deep grip deep inside the illegal address trade that the phone harrassment companies have here. The call was logged to come from 044 508 **, which designates one of the infamous companies in Switzerland, not reputable. ---- So, I asked on their forum whether they want to explain how exactly, step by step, they had worked that out so fast, in more detail but they would not. With that I found them to be shamelessly non-responsive to a sensitive issue - and when you deal with family information, you just can not afford to be shamelessly non-responsive in context of very sensitive information, particularly if it is a phone number that is generally not available. So I did more research and found that their 185 USD annual subscription is virtually impossible to cancel - because they also do not seem to answer any requests there. To make other collectors happy I would have paid 10 or 12 bucks a year or so, given that I would be the one to type in all that stuff.
Dear Wolf S,
I am shocked to read about your experience with researching your family with MyHeritage and I can assure you that your feedback is very important to us. Therefore, I will do all I can to help you.
It is important to know that we will only contact a member using the information that is provided to us in the account details that is initially setup with an account and a free membership. While I understand how frustrating it may be to be contacted out of the blue without expecting it, our intention is to give more information on our latest promotions while advising members of the best subscription that fits one's tree research needs and budget.
Although many people do benefit from hearing about our latest promotions and different subscriptions, I can stop this for you by all means. If you would like, I can notate your account requesting not to receive any contact from us unless requested otherwise to prevent this from happening again.
In regards to your comment about canceling your membership, MyHeritage values the satisfaction of its customers and 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. This money back guarantee applies to site subscriptions, Data subscriptions, and Complete subscriptions.
Also, MyHeritage informs all 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 when logging in to MyHeritage and going to your My Purchases page and incur no annual charge.
Please contact me directly at [email protected] so I may locate your account and notate it according to your feedback and more importantly to assist you further with any questions you may have on your research.
You are already my first priority here and I will be looking for your e-mail.
Kind Regards
Rafael
MyHeritage
I have contacted My Heritage twice, once by phone & once by e-mail. I received excellent results in both instances.
Short time on hold, person was very knowledgeable and helpful. Very polite. The issue was being escalated to ensure the answer gave was correct. Ensure not being billed twice for the service.
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Dear Gillian,
I regret to find that you were charged for an annual membership without knowing of the annual membership charge and I will do all I can to issue you a refund as soon as possible.
Firstly, I must clarify that MyHeritage informs all 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 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 happy to assist you personally with canceling your membership and 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
Rafael
MyHeritage