MyHeritageReviews 6,487

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.

Nous sommes toujours heureux d'utiliser un logiciel qui fait bien son travail, sans aucun problème. Mais lorsque les problèmes arrivent, et que nous faisons appel aux
Support technique, c'est le bon moment d'apprécier la qualité des services et le professionnalisme de ceux qui nous assistent. Et je puis dire par expérience que j'ai été très gâté. Toutes les personnes concernés par mon problème, ont beaucoup travaillé pour me donner satisfaction. Et aujourd'hui je sais qu'il y a une équipe qui est toujours là et est toujours prête pour m'assister lors d'un problème. Encore une fois, Merci beaucoup.

I ordered a DNA test for a relative though the site. It did take a while to get it, due to shipping delays. I got it in time to send it on to my relative for Xmas. I did run into a technical glitch in trying to activate the kit on line before I shipped it. I called the help line phone number, which wasn't the best way to resolve the issue. It was technical and and to be referred on. They were supposed to call me on Sunday but did not. I sent an email directly to the DNA support address and got a very quick response and the problem was resolved in just a couple of days. I should have handled it that way from the outset. I was in a hurry and wanted to get the kit activated before I shipped it. Calling seemed like the a good idea, but I now see the email was more efficient. I have called the help line in the past about a billing issue and got that resolved right away with no issues. The more technical issues seem best resolved with an email because then it gets routed straight to the the person who is best equipped to deal with the problem.
Bottom line - my issue was resolved satisfactorily within a reasonable amount of time. I'm a happy customer.

I am and have been for some time a full member of MyHeritage.com. When ever I have needed to refer to them, I have always received a prompt and professional service. Their Family Tree Builder programme is the the best I have come across.

Love the fact that when I have an issue with my family tree, that MyHeritage support team actually listens to what I am trying to do and then sends me a detailed email of how to do what I need to do. I can even have my own idea of what I need to do but since they do listen, they always explain in simple terms of what they think I want to do and then send me the email. The last issue I had, I was trying something so difficult and confusing, they listened and gave me the solution, no attitude, just glad to help!

Recently bought MyHeritage full acces (179,99) via I-tunes. Smooth payment, MyHeratige installed, let's go find some ancestors. But alas, no ancestors for me to put in my familytree, because MyHeritage kept saying "buy account". Which was very odd, because i'd just did. I called the Dutch helpdesk (i'm dutch) but got no reponse all day. In the end, i called the English helpdesk. I got Shimon on the phone and he helped me out. Told me I-Tunes could be the problem because the payment does not go direct. I checked my VISA-card and saw that the money was not send, but put on hold, reserved so to say. But as i said, help was at hand. His name is Shimon, a friendly man from helpdesk MyHeritage. He said, no worries, i give you full acces for two weeks and in those two weeks you can work on tour familytree. If you send me your receipt of return if the payment comes through, everyting will be ok. No problem. Isn't that kind of friendlyness and flexibilty what you are looking for when you call for help at a helpdesk? I say YES. As for the program MyHeritage, it's a real treat. Won't let you down. Lots of family found the last couple of days. Jolly great show there at MyHeritage. Thanks a million and a big THANK YOU to Shimon. Kind regards, Dannis Slot, The Netherlands.

I wrote a review about MyHeritage after I had signed up for a free account and then had an incredibly difficult time deleting the account and cancelling my subscription. Without warning, $120 was automatically taken from my account although I had thought that I stopped the subscription. I frantically contacted their support team, filed a dispute through PayPal, and notified my bank in a desperate attempt to obtain a refund and receive assistance in cancelling my account and subscription. In not much more than 24 hours I was notified by PayPal that the case was settled and that funds would be returned to my account. At the same time, I received correspondence from a representative at MyHeritage who informed me that they would cancel my subscription and provide a full refund within a few days. I understand that according to their terms and conditions they will provide full refunds within 30 days of purchase, although other reviewers have had difficulty obtaining their refund because they had a free trial prior to their subscription. In my case however, MyHeritage was prompt in responding to my issue and handling my refund to my complete satisfaction. I am revising this review to reflect my resolved issue and improved experience with MyHeritage.

They love to take your money as quickly as they can but where support is concerned they leave a lot to be desired.
I have sent three emails asking the same question over the last couple of weeks and they don't even have the courtesy to respond.
They are actually making plenty of money out of their clients as we are the ones providing all the information in the first place!
No way will I be renewing my Membership, I'll give someone else a go.

Nov. 14th, I requested a DNA Kit. My money was immediately taken but this is Dec. 8th and I have received nothing. You said you were in a two week delay. Attempts to call tell me I am eighth in line to speak to a person. It took so long my phone shut down while I was waiting and still I was still number eight. An immediate attempt told me I was number ten. After a while I had to hang up. This is poor service and I have probably lost my money.

Hello,
I wanted to underline the quality of Eden's interventions to solve my complex problem of not being able to carry out my research on My Heritage. The instructions for connecting with Team Wever were clear.
During Eden's intervention when she took charge of my computer, I could see the quality of her knowledge and technical skills to solve my problem. I could follow all her operations on my screen. He very quickly identified where the problem was coming from having reviewed all the possibilities of conflict with My Heritage. I had previously been in contact with Sophie who offered me very fast and competent service. She referred me to Eden because the problem was very complex. I congratulate you for the quality of service given by your technicians. I am very satisfied.

Lise-Andrée Morin

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