MyHeritageReviews 6,487

I had the same issue of trying to cancel my free trail but there was no option to do it so I sent of email 4 days before the cut off date with not replay then they took the payment. Then 3 days after cut off they rang me saying i should of cancelled and they guy said he would give me 25% back but I said no I want all off it then he said 50% but the guy could not do simple maths as he offered me £35 and told me that the amount is 50% but 90/2=45? After 1 hour call he gave up, and told me in 5 to 10 days I will have a full refund. Also the tried telling me he was the only manager that could deal with my account. Please remember the call centre is only open Sunday the Thursday and uk is 8am till 2pm

When I first became aware of MyHeritage, I was just finishing writing my life story. That led me to wonder how I could share all the information I had on my ancestors with all of my extended family. I opened up MyHeritage just to see what it was all about, and I was surprised beyond my fondest hopes. It was a perfect way to connect with all my cousins, etc., in a way we could all contribute what information we have of our ancestors and descendants. And the beauty of it all is that MyHeritage just keeps getting better and easier to use. I am intrigued with the mapping program, to see geographically where all my lines are located. Surprised all over again and again. As we say in the Navy for a job well done beyond expectations, "Bravo Zulu". For the land lubbers that means excellent in the highest degree.

I would be ashamed to say I created MyHeritage, I'm ashamed I was silly enough to sign up for the free trial without reading these reviews first.

My heritage is not user friendly, very hard to cancel your account without being charged.

I have disabilities but I navigate plenty of websites without a problem, such as this one! I've never felt so frustrated using a website as I did with MyHeritage... So I decided to cancel my account/free trial, which brought on an even bigger set of difficulties.

Dean, I have sent you a few emails now, off the account I used to register to MyHeritage. Please can you reply to me and confirm my request to cancel my account permanently, and also process a refund?

According to MyHeritage terms and conditions you offer a refund within 30 days, please can someone on your team treat this as a matter of urgency? I'd prefer not to go to the bank or trading standards.

I had a problem with my subscription payments and I admit that I did get quite obnoxious towards them, (Sorry!).
After a few days and some discussions everything was sorted out for me.
The Support Team were excellent in the manner of how they handled things and I can't thank them enough for what they did.
I apologized sincerely to Dean, May, Judit and other Support Team members for my behaviour and I'm very happy with the whole outcome.
They restored my faith in their company for which I have been a 'member' since 2012. My Family Tree is quite large now with 23,064 people and I want to keep on building it.
Thank you again for your help, support and your commitment to the company.
Kind regards,
Mrs Shirley-Ann Miller

I could not sync. My Family Tree Software with the Family Site as the Sync was frozen. I tried sending e-mails but had no response. It was not until I found the FAQs that I discovered how to raise a problem. However my question was quickly dealt with and it appeared I needed some bug fixes. All seems well now.
I believe that the method of raising questions and the fact that updates (bug fixes) are available should be more broadly advertised.

After using this software for some years I found that with their latest upgrades the privacy protection is not what it claimed to be... with the "discovery" option you can add up to 50 people with one click... as I have no problem sharing my info with "newly" found relatives. It does bother me that a non related person (5th cousin of an ex-wife of my "half" nephew) can just with one click copy a branch of my tree. Had to cancel the membership and of course got no refund at all... what was offered to me that I can still research their database... very disappointed to say the least...

I've had excellent and prompt service from Judit and Dean by email. I signed up for the 14-day free trial on a Sunday night but realised pretty quickly that the site was not going to help my research project with the little time I have at hand, so I decided to cancel within a few hours.
And that's when the trouble started: I couldn't cancel without my password and I couldn't remember it, I also couldn't remember the pin give to me by the automated telephone voice. The site also said my email address did not exist! It was late at night and scrolling through some reviews I became quite anxious that I was being scammed. People were so angry they typed in CAPS. The telephone support was unavailable so I fired off at least three emails and imagined my bank account being emptied.
Long story short: My mistake. Turns out I'd left out a letter in my email address. Dean sorted that out the next day and sent me a very friendly email with a new password, Judit also sent me a courteous email confirming that my free-trial subscription had indeed been cancelled. All's well that ends well.
I cannot comment on how good MyHeritage is for family research but it is is important to understand that taking out a subscription is entering a contract. When the free trial ends payment starts. Always good to read the fine print.
Happy that my experience has been a good one. Thanks again Dean and Judit for prompt response to my queries and resolving them.

I have been with my heritage for over 7 years and the first time I have had a major problem with the program not syncing because of duplicate entries I contacted support, They answered within two days and then the person pushed me up the chain to a person who could help me. Three days of e-mails and easy instruction problem diagnosed and fixed. Hassel free and impressed with the service I received. Saved 7 years of hard work. Well done my heritage.
Les James
New Zealand

Like several other reviewers, I was a day late cancelling the free trial and immediately sent a polite refund request to support team via the Contact form on their website.

I received a phone call the next day from an employee called Samuel, who continued to try to sell me the product and refused me a refund on the grounds that "the terms and conditions were in the e-mail you were sent".

He eventually offered a 20% refund, spouting the same lie he appears to have told other users here that this was a "special deal".

As another user has pointed out, this is not true, as the terms and conditions that users agree to upon sign-up include their refund policy in which they offer a money back guarantee for any unsatisfied customers who request cancellation within 30 days of joining.

I am within 30 days of joining, am definitely unsatisfied, and have now made three very clear requests for my money back. All have been ignored so far, but I do not intend to stop until I get my money back!