MyHeritageReviews 6,487

I signed up just before Christmas to my heritage and proceeded building my family tree. Within a day of starting the free trial I was telephoned by their customer service and asked to upgrade, the person doing the pitch took forever to get to the point and was wasting my time. I declined, but after a couple of days decided to upgrade to the premium service assuming that there would be no further billing as I had no upgraded.
I checked my credit card bill a few days ago and realised that I had been billed for the upgrade I decided to do in December and then also billed at the end of the free trial I had taken out. I have contacted customer service twice, once with no answer at all, and then today got a response to say that I had two active subscriptions. I obviously don't want two subscriptions I just want to research my family tree.
After reading the review on here I am very worried about whether I will get lost in the bureaucracy and ground down and not get an answer until I give up trying to get a refund. Dean from my heritage seems able to be able to assist. So Dean if you see this please give me a sign this isn't so? Great website, really helped me to research my family tree, just seems really shoddy customer service...

I received my DNA kit but I cannot activate it. Every time I try, it says the number is not in their system. I have spent hours on the phone trying to get this resolved but am told that they will only respond in email and they don't know how long it will take to get back with me - maybe a week or two. Meanwhile they have my money and sent me a kit that can't be activated. What a scam! I told them that I'd just mail the kit back to them but they said if it isn't activated they just throw it out. There goes my $89.00. Scam! Scam! Scam!

If you value your hard earned money, do not spend it with My Heritage.com. In January, 2016 I responded to an offer to try the site "free", then was charged. I called and said I wanted to cancel and have the money refunded, since it was billed as a free trial. THIS year, I was charged AGAIN. The reason straight from the representative (when I was finally able to reach one)? Since I did not go back and manually cancel last year, I was charged a "renewal fee" this year -- a renewal fee for the service I had already told them I did not want! Apparently TELLING them I wanted to cancel was not enough! Someone, for the love of all that's holy, please explain that one to me! The rep that I spoke with told me there was nothing she could do, I would have to wait for another rep to call me. I explained to her that I would only be available after 5 to take calls; she assured me the note was in my file and someone would call. Oh, they did - twice, at 10 in the morning when I am not home. I have tried unsuccessfully for the past three days to reach someone -- if you look through the hundreds of unsatisfied customer reviews you'll see how it went -- disconnected calls, partial refund even though the charge was unauthorized, voice mail responses of "unavailable, call back later" even thought their site says they are available until 7 pm... Just one last cautionary piece of advice: DO NOT USE THIS SERVICE IF YOU VALUE YOUR HARD EARNED DOLLARS BECAUSE THEY WILL STEAL THEM!

A 4 anos tenho minha árvore Genealógica no Myheritage. A fantástica e competente equipe me ajudou a recuperar um trabalho de 4 anos que acreditava ter perdido. Recomendo este site fortemente a quem quer construir a história da família. Muito obrigado a todo time do Mayheritage...---...

To 4 years I have my Genealogical tree in Myheritage. The fantastic and competent team helped me recover a 4 year job that I thought I had lost. I strongly recommend this site to anyone who wants to build family history. Many thanks to every Mayheritage team.

Thank you Evalien for your very professional help today. I was feeling quite discouraged because of the windstorm that took out my PC along with the contents of my files etc. I truly appreciate the excellent help you gave me to get my enthusiasm up again. My Heritage is a great programme and is well supported by such great tech advice by people like Evalien.

I have liked MyHeritage and I have been able to add a lot of new members to my familytree, even though I already had before found members back to 20 generations. But using MyHeritage I have been able to go 20... 30 generations longer and found there also a lot of skandinevian kings and even goods, which is in my opinion at most unbelivible. I have got feeling that it´s too much quastion of change of information between other MH users without exact evidence. It would be fine if there were some sort off help desk were I could use my own language. So excuse me my poor english.

Seppo Roschier

I saw when I checked my credit card online that my account had been charged for a year subscription which I did not attend to renew after the 14 day free trial. I have contacted support at MyHeritage four times to cancel my subscription and refund my money. My first attempt got a reply that my subscription was cancelled and that I would not be charged again in December 2017. I emailed again about a refund less the three days that passed before my cancellation. I received an email with a ticket number and a message saying they would contact me. After five days no response. I emailed again and three days later still no response. My next step is to dispute the charge with my credit card company.

After spending three hours total on the phone and getting cut off four times, I wrote a review on SiteJabber and was contacted by a customer rep from MyHeritage.com about my billing issue.
We quickly straightened out the problem with this phone call. I wish there was some way this could have been done sooner but he said that normally the phone system isn't a problem.

Well I got my email stating that my Account is closed, after I could not reach this place especially by email with a question as to was the Billing Company wanting my personal Information of my Credit Card information for Payment and I had no way of contacting or forwarding the email to make sure that this was a legititmate and there was no absolute wa to email or phone them! Since I have complained on SiteJabber i have gotten an email that is telling me that I been cancelled!

A very nice lady took my enquiry with great understanding, and was able to confirm that I would be quite unable to do what I wanted - in the nicest possible way!

It confirmed my suspicions, but it in no way detracted from the high regard in which I hold the people at MyHeritage who operate a system that in 99.9% of the time is as efficient as one would possibly hope for.

What I wanted to do was to delete about 100 pages of SmartMatches all of whom seemed to be of the most spurious links viz. 3rd cousin 10 times removed sister-in-laws half-brother. If I was to confirm them all I would have a family tree of enormous proportions, but little relevance.

But that is one of the smallest hairs in the gate. The film is always worth watching.
Logging on to MyHeritage is the prelude to an enjoyable and rewarding time adding and/or editing names of people who lived hundreds of years ago and creating a trunk load of questions about them all. Have only found one convict so far, and no one with any really interesting criminal activity, which is rather disappointing!

I had been building my family tree using Ancestry and had a huge tree, over 15,000 names. I've recently moved that tree to My Heritage and have invited many family members to join the effort. We have participants from 5 states and Australia. We had added over 2,000 family photos to share and it has been a great source of information and pleasure for family members that we would not have been in touch with otherwise.
My Heritage also has made it much easier to see specific relationships between individuals, and so it's been quite easy to review the entire tree and eliminate a lot of errors that had crept into our data base.

I paid for a year membership and didn't realise it would be automatically renewed a year later. And those membership subscriptions are quite expensive. MyHeritage just wouldn't inform me, no email, nothing. Just a note to inform me it has been successfully renewed. Following tons of emails and a phone call with support, MyHeritage wouldn't refund me fully even though I told them clearly that it had been renewed against my will. Very unethical.

Edit: I managed to get a full refund thanks to this review on SiteJabber and Dean in the MyHeritage support team after 9 unsuccessful emails to support. Dean - who contacted me via SiteJabber - asked no further question and refunded me straight away + gave me a 1 year free Premium subscription as compensation.
Be wary of Samuel in the support team who might call you and try to negotiate a 25% partial refund as 'a special deal just for you' and will do it anyway to close your case even if you refuse.
MyHeritage terms and conditions state they refund fully within 30 days of starting date and I now know that the starting date of a renewed Premium Plan is on the day of the renewal, not a year earlier as maliciously stated by Samuel on the phone.