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MyHeritage has a rating of 3.3 stars from 3,771 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with MyHeritage most frequently mention family tree, customer service, and support team. MyHeritage ranks 1st among Genealogy sites.
Proactively asks for customer feedback
This company responds to reviews on average within 2 days
MyHeritage support team was very kind and quick answering my question. Even though I wrote them in Spanish, they replied in both languages, English and Spanish, which was very nice.
Date of experience: April 12, 2018
Love the Myheritage webpage. I enjoy all the discovery and piecing together my family. The assistants I have spoken to are very kind and so knowledgeable. Many thanks.
Date of experience: June 19, 2018
MyHeritage customer support is really proactive: I allways receive a comprehensive answer and with some delay, a correction of a bug or a way to overcome a problem.
Date of experience: March 17, 2016
Great program for buildng family trees, could find a lot of matching records. Support is prompt and kind. Would recomend to everybody willing to build their family trees!
Date of experience: December 10, 2014
I had trouble with a 2nd DNA kit attached to the wrong file. The service desk answered my call in seconds, resolved the issue in minutes and I am a very very happy customer.
Date of experience: October 16, 2018
I had some trouble with my family tree. I couldn't get the local teams help so went the long way round. The person I dealt with was very helpful and fixed the problem. Thanks!
Date of experience: May 21, 2019
MyHeritage, was able to help me with my queries and I am very Happy with their assistance.
Thank you and to each and everyone,
Please stay safe from the Corona Virus.
Date of experience: April 15, 2020
I received a email from my heritage offering information on a ancestor I had had great difficulty finding parents for, They actually stated they had the names of these parents if I signed up for a free two weeks-they said they would email me at the end of the two wks to notify me they would charge me further. The info they provided was DIRECTLY taken from a ancestry persons tree, which was wrong., they emailed me AFTER the two weeks was over and had charged me for a entire year, HOW DECEITFUL THIS IS A SCAM
Date of experience: July 16, 2020
I had a problem between my DNA kit and my wife's DNA kit. I called support and it was solved in a matter of a couple of minutes. He spoke clearly and I could understand him.
Date of experience: February 22, 2018
I ordered a DNA-KIT but found out that paymenyt was too difficult and too risky. I asked for different solutions with a Swedish Klarna or with a Swedisk bankaccount. I do not trust and I do not feel safe with the Payment solutions that Myheritage offer. I had to cancel my order:(
Rolf
Date of experience: July 6, 2022
My name is MARTEN I was born in 1935 and am 83 years old, basically at the end of my life cycle. Recently I have come across My Heritage free trial on the computer. Went to work and had a growing Tree in my hand. It was fun and still is. So, I subscribed but paid with a cashier's cheque. Not advisable it takes over a month to get the system to process it. In no time was I at my free trial limit and could not go further a frustrating experience. I got in touch with my Heritage automatic support system and experienced the usual automatic corresponding pains especially as an oldtimer.
After several attempts to resolve the issue by email since I have no private phone; I got to Christine who took the bull by the horns and extended full membership for a month so I can enjoy the thrill of the Heritage Chase and the issue can be resolved in its evolutionary way. I highly recommend to anyone who is interested in ancestors and heritage to give MyHeritage.com a try. What do you have to lose, or to Gain?
We come into this world naked with nothing and we leave this world naked with nothing, but between the two events, we experience everything if we like it or not.
MARTEN REHDERS.
Date of experience: April 5, 2018
Lidija was very informative and kind as she assisted me with my account. She resolved the problem and reassured me if I needed anything else she would handle it! True professionalism!
Thx!
Date of experience: July 10, 2018
In a telefone call with a very polite and technically savvy person the problems could be solved within a very short time. Thank you very much for your support.
Regards, K.-P. Voelkl
Date of experience: June 19, 2018
I have been attempting to log back onto MyHeritage for the past month. Due to an issue with my phone, I lost the Authenticator app information so I cannot log in using the Two-Factor Authentication required. In order to add MyHeritage to my Authenticator app, I need to scan the QR code provided by the website but I need to sign into the website in order to obtain the QR code. They want me to essentailly jump through hoops to get re-authenticated. So far I have not been able to get a straight answer on gettimg acess restored. When I purchased the premium package, I must have used an old credit card because I was informed that the last four digits of the credit card I provided were incorrect. Now I probably will never be able to get back on since I no longer remember the last four digits of whatever credit card I used. And I know from reading other reviews that there is no way to actually contact and SPEAK to a live person.
Date of experience: October 6, 2021
Breck was outstanding! He resolved my password difficulty and processed my order for a DNA testing kit in under three minutes. Breck was very courteous and friendly.
Date of experience: August 14, 2017
The response on Facebook was quick enough and my problem was fixed in a minets)
The manager was very polite and professional.
Thank for your support! :)
Date of experience: December 21, 2019
Very efficient and polite response, my issue was promtly dealt with.
No arguments or delay in responding to my problem, refund accepted with no delay.
Thank you
Date of experience: June 23, 2020
You can't reach supposed matches unless you pay $175.00. Just not fair. I am not happy everyone is a cousin twice removed or a 3rd, 4th or 5th cousin ridiculous.
Date of experience: June 24, 2017
Dear Maureen,
Thanks for your feedback.
Indeed, MyHeritage family sites are based on subscriptions. Basic sites and our downloadable Family Tree Builder program is free but, in order to use some research tools, one may require a subscription in which many of our users do benefit from. But this doesn't mean that you cannot research your family without a subscription as some records are available at no cost.
In regards to your question about "everyone being a cousin twice removed or a 3rd, 4th or 5th cousin", I am interested in investigating this issue for you, therefore, please e-mail me from your registered e-mail address at rafael.vipsupport@myheritage.com.
Happy to help
Rafael
MyHeritage
I am inestimably grateful to MY HERITAGE. For years I have been dogged by the canard that my legal father was not my biological father. Now wonderful MY HERITAGE has picked out of their database my closest DNA relative, my wife and a close cousin of my legal and now natural father. MY HERITAGE solved the riddle.
Date of experience: July 9, 2020
Hi there
Tell me how many tickets must I get and how many months to does it take to get some action? I have been with My Heritage over eight years but six months ago my laptop was stollen with all my photos and data. Now the problem is to get my photos and data back.
I tried everything to get it back and eventually they sent to me on two dvd's. When I copies the dvd's to my new laptop it comes up with faults. I loose photographs and when I backup My Heritage so I don't loose it again it comes up with more faults. I have sent emails to the c. E. o. But not a word back. I have sent a request for the technical managers email address not a whisper. I have spent a total of 14 requests but they do not come back to me.
On the 14th October 2018 it was the last that I heard from My Heritage. I have phoned and sent messages and emails but nobody has the guts to come back to me or phone me.
Can somebody Senior who cares about My Heritage to come back to me. All I want is my data and photos which I paid for.
Date of experience: June 8, 2018
Dear Ken,
I'm sorry to read your low star review and apologize for any inconvenience this has caused you.
I'd like to learn more about the issue and assist you as soon as possible or escalate it to our technical support team.
In order to do so, I must verify your MyHeritage account ID number or registered an e-mail address. Therefore, please e-mail me directly at john.vipsupport@myheritage.com so I can help you with high priority. Thank you.
Kind Regards,
John,
MyHeritage Team
Whilst my problem was not resolved, the adviser did her best to help. The two star rating does not reflect upon the lady who tried to help.
I have a problem with full names being imported to MyHeritage via gedcom file. Although the website boasts a 24/7 help service, this is not so. I eventually managed to get through to an assistant. The interview was very cordial and some positive suggestions were made.
However, after our conversation I looked a little further into the problem. Also, some individuals are entered as deceased but are in fact alive. When I imported the same gedcom file into wikitrees and geni family tree sites this problem does not occur. I can only conclude that there is a problem that related only to MyHeritage. I am not ruling out that there might also be a problem with GenoPro. There seems to be an incompatibility between the two. However, I cannot have family members as being deceased when they are not. Consequently I have deleted my tree from MyHeritage until I am able to resolve this issue. I might have to go another route that does not include myHeritage.
Let me reiterate, the lady I spoke did try to help.
Date of experience: March 4, 2018
I had problems but I rang their support
I had problems but I rang their support line and they are dealing with my problem a very helpful man called stephen
Date of experience: March 6, 2019
My wife had completed a Ancestry.com DNA kit that we completed on December 6,2018 and received by Ancestry on December 10,2018. I had my DNA results from Ancestry on December 27,2018. Those results were interesting, so we purchased the MyHeritage DNA in early January 2018. It was activated on January 19,2019. Then it took until February 8,2019 before the website showed they had even received the sample. Then the DNA tracker showed I would be getting results on or around March 3rd, which didn't happen. The website changed on March 4, showing my DNA was still processing. I called on March 5th, and was informed that they were backlogged because of the holidays. Okay, I get it - it's a busy time of the year. Then a week later I see an update online with information about a new process and a new expected date of March 27. That has now changed to April 17th. This will nearly 90 days after the order was placed, three times longer than Ancestry.com processed the DNA, and that was at Christmas time. At this point, I will be surprised if they ever deliver any DNA results. Do yourself a favor, and use Ancestry.com or 23 and Me. Anything but this company.
Date of experience: March 30, 2019
In two sessions i succeeded in restarting my FTB in the new MAC mode, the second session necessary to get my complete family tree info i build up on an ipad, back into the FTB.
My compliments on the quick and experieced way in which i was helped.
Date of experience: January 16, 2018
On December 16,2017 I spoke to Eimear at support about my problem. She was delightful to talk to. She went out of her way to solve my problem. She was very sweet and extremely helpful. Joyce D.
Date of experience: December 17, 2017
MyHeritage is the leading platform for discovering family history internationally. On MyHeritage you can explore your global roots, find new relatives, and make amazing discoveries with genealogical search tools.
Start your family tree by entering a few names, and MyHeritage will do the rest. MyHeritage’s matching technologies for genealogical research will automatically find new information for you in a diverse collection of 47 million family trees built by users all over the world, and in a huge database of 20.1 billion historical records.
The historical record collections include vital records (birth, marriage, and death certificates) from 48 countries; census and immigration records; gravestone and burial records; and much more. Learn more.
Scan and improve your family photos with MyHeritage’s AI-based photo features: repair scratched or damaged photos, colorize black and white photos, bring blurry faces into focus, or even animate your photos.
The MyHeritage DNA test reveals your genetic origins across 2,114 geographic regions with a simple cheek swab, and matches you to relatives you never knew existed in MyHeritage’s DNA database of 7.8 million people. Your DNA results are private and secure, and will never be shared or sold.
Dear Chrissy,
Firstly, I must clarify that MyHeritage informs all of any charge and its price on the automatic e-mail that is sent out after you enroll in a subscription and after every renewal or purchase a DNA kit. 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 more than happy to assist you personally with 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 barry.vipsupport@myheritage.com so I may assist you with this as soon as possible.
I look forward to hearing from you.
Kind regards,
Barry, MyHeritage Team