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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
I used your site to build a genealogy tree and I found it very easy and used friendly.
In addition your service was excellent.
Thank you very much
Nurit
Date of experience: April 12, 2016
Mark was very helpful and I viewed my conversation with him as a learning experience. I found out a couple of things I wasn't aware of. Thank you Mark.
Date of experience: July 11, 2020
The gentleman I spoke to at MyHeritage Support was very polite, listened to everything I had to say, and was extremely helpful in resolving my issue. I was very pleased with the outcome.
Date of experience: January 10, 2019
I payed in october, today is march 1 and i am yet to receive sny information regsrding my dna test. It's absurd. There is no esy to complain or comunicate eith this company.
Date of experience: March 1, 2024
Take your MyHeritage DNA -zip file and make an upload to GEDmatch.
Load the zip-file and you will get a assigned kit number for GEDmatch.
Thats very easy!
Helmut Springer
Date of experience: January 22, 2018
I am using MyHeritage for three years now.
Two times I needed support and both times there was a fast and adequate response.
I am very happy with the program and the supportteam.
Date of experience: August 11, 2016
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.
Date of experience: August 29, 2017
When I opened my heritage I had accidentally put in my dad's DNA and so when I add my dad dna so I thought into my account I came to find out that we had exact outcome and told me that my dad was my twin so I was thinking I might of put my dad's DNA instead of mine, and so I tried to put my correct DNA info but it would take forever to load so I called support group and was very patient and friendly and she helped me in less than 2mins and I felt so much better Thank you again and have a nice day!
Date of experience: June 4, 2018
Heard back from them right away saying they would look into the issue but had to contact them again about 1 week later to remind them I hadn't heard back. The issue was resolved right away then..
Date of experience: April 21, 2019
First, Let me say this is not the first time contacting support. I can honestly say that the support is generally quick. In light of current world pandemic affecting several countries I can understand responses can be delayed.
I'm sorry to say that it took over a week for MyHeritage support to get back to me from my initial email for support. Initial email was for a problem of the FTB desktop software not syncing up with the online tree.
Way Too Long to Respond!
The information that I finally received was wrong information! The support person said I had the wrong FTB version installed and I needed to update the desktop FTB version. When I ran "Check Updates" from the 'HELP' menu the software reported I was up to date with version 8571. The documentation/instructions the agent reported was 8545. Well in my book of software experience ver 8571 is newer than 8545 and therefore did not need to be updated. Note: I usually check for software updates on a regular basis and in this case my software was already updated.
I finally resolved my own issue.
1. Closed the FTB desktop software.
2. Opened the online family tree.
3. Restarted FTB desktop software.
4. Wait for the 'SYNC' dialog box to open again.
5. Clicked 'OK' to begin sync process. All four (4) steps to sync took place.
6. Now all working as supposed to. "Until next time" I'll do it all over again. Note: this was not the first time this happened but the steps I did above solved my problem.
Date of experience: June 17, 2020
Thank you Evalien for all your time, patience and effort in correcting two mphroblems I was having. Your skills are amazing. I'd work with you any time I had a problem.
Date of experience: September 29, 2017
I contacted MyHeritage that I was unable to load DNA data to their system. Within a few minutes the customer service person made some changes to my account and the problem was solved.
Date of experience: June 19, 2017
I have over 65,000 photos on my family tree. Every time I would sync my Family Tree Builder with my online My Heritage tree the photos I had on my online tree would not upload. I tried over & over. I had emailed My Heritage quite a few times and no one could figure out the problem. We tried everything for over a year and nothing worked. One of the support team members early on actually gave up and wished me well.He said they had done all they could do. Needless to say I was getting very upset and ready to go over to Ancestry. Then I recieved a reply email from Eden. She suggested connecting with my computer online so she could try and figure out the problem. So we did. And guess what? She found the problem no one else could find and she fixed it! She was very nice and even helped me learn how to do several other things on my tree while waiting on the photos to upload. My Heritage is so blessed to have her. Thank you Eden for taking the extra time in solving this major problem on my tree. You are awesome!
Date of experience: December 17, 2020
When I received my DNA results I couldn't access them on my iPad or get into my account on my husband's computer. I phoned My Heritage and received excellent support from Itai who was very patient and helped solve the problem.
Date of experience: August 9, 2017
I got the help that I asked for from a very nice and helpful person. The issue was solved in a very short time. I had other questions that was answered in a helpful way.
Odd Juel
Date of experience: March 6, 2019
I called customer service and they were very helpfull. They explained the process and talked me through fixing the problem. I was very impressed withe help i received.
Date of experience: December 31, 2017
I have been researching and recording my family history online for more than ten years through various online sites including the most commonly used but had reached the limits of what I thought was available a couple of years ago. Recently I followed a link on facebook to the MyHeritage site and as I couldn't find out much about it, went ahead with signing up for the free trial period. The available access gave me no more benefits than Ancestry and appeared heavily USA influenced, however my ancestry is completely UK, Europe and Australia, so rather than waste my time, clicked the button to delete my account.
I received a very personal and genuine email from someone on the MyHeritage Support Team in response to my request offering an upgrade to give myself a better chance to access the features. I had since noticed there is a UK base for MyHeritage so went ahead. I have to say this is the best family history research site I have used so far. After importing my family tree, through the links to FamilySearch and other databases, I have been able to add information and new members to my family tree. I found the site user-friendly with good features as mentioned as well as the capacity to look at detailed family statistics. There is also a link to download free the MyHeritage Family Tree Builder. Overall, I have found MyHeritage to be very good value with the personal service and support *****
Date of experience: February 4, 2016
I needed help and phoned the number listed in the website. Ziv answered immediately and solved my problem in seconds! I got all the explanations I needed and the service was efficient and pleasant!
Date of experience: August 23, 2018
Started my family tree and was unable to edit it. Phoned the help line and Maja was able to 'work her magic' and I was able to edit my parents profile. Thanks :)
Date of experience: August 1, 2017
Estefani was very knowledgeable and supportive. She answered my question and solved my problem. She was caring and understanding of my issues. She is a great asset for this company,
Date of experience: November 28, 2017
I had an unfortune when ordering my DNA-kit to misspell my e-mail address. I called the support line and came finally to a sweet and helping girl who fixed the problem in one minute.
Date of experience: December 12, 2018
First of all, I´m Spanish, so if I spend money in one product and also this products has an Spanish web site and also in the page has an option and a telephone number for information, you must have a Spanish speaker telephonist! You should do something about it.
The girl with a have already speak was very nice but in English instead Spanish
Second and last, I sent my proof the last 8th of Juneary, I went with it to the local post office, I spend money for the sending and today, the 18th of Frebruary, it is lost.
Date of experience: February 18, 2019
Dear Lucia,
I am sorry to read you are unhappy with our service so far.
We value the satisfaction of all of our members and strive to offer a first class service to our members. I would like to investigate your case personally, please send me a message from your registered email address to shane.vipsupport@myheritage.com and I will be more than happy to help you.
I look forward to hearing from you.
Kind regards,
Shane, MyHeritage Team
**Google Translate**
Querida Lucia,
Lamento leer que no está satisfecho con nuestro servicio hasta ahora.
Valoramos la satisfacción de todos nuestros miembros y nos esforzamos por ofrecer un servicio de primera clase a nuestros miembros. Me gustaría investigar su caso personalmente, envíeme un mensaje desde su dirección de correo electrónico registrada a shane.vipsupport@myheritage.com y estaré encantado de ayudarle.
Espero escuchar de usted.
Saludos cordiales,
Shane, Equipo MyHeritage
First, I'd like to acknowledge the friendly, helpful service I received from MARK C at the MyHeritage call center in County Cork. I admit I might not have started our conversation as politely as I could have. Basically, I said, "I already subscribe to Ancestry.com and a couple of other databaseswhat does MyHeritage do that I don't already have?"
Mark had me at "international records." I don't subscribe to Ancestry's international database because I think they charge too much for access. But I *do* want access to international records (thus, my subscriptions with UK-based services like LostCousins, et al.) When Mark told me about the international features of MyHeritage and about their current special rates, I basically asked, "Where do I sign?"
So, if you want excellent 24/7 help from professional, customer-friendly staff, and an access to international data that won't break your budget, call MyHeritage (and ask for Mark Cjust kidding. I spoke with two members of their staff and both were courtesy and helpful.)
Date of experience: December 27, 2018
I recieved the DNA test results for both of my parents, and both don't seem very plausible for me. The results for my father are the worst.
They say that he is 53% British and Irish. That definitely can't be true. I can trace his entire family tree back several hundred years, and most of them are from what is now considered modern day Germany. The others are from east Prussia, along the Lithuanian border.
My mom too supposedly has 22.4% British and Irish in her. But here as well, I can trace all of her lines back to what is now modern day Germany. It seams like when in doubt, My Heritage consistently picks British / Irish as a default Option.
I could understand if my parents have a small percentage of Celtic in them, because the Celtic tribes criss crossed Germany sometime BCE, but the 54% and the 22% are just way too high.
I have already emailed MyHeritage to question the acurateness of the results. I will have my parents take another DNA test at another company. If those tests seem to be more plausible and detailed, I will cancel my subscription to MyHeritage.
Date of experience: March 22, 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 Fred,
We're truly sorry to hear about your experience and the delay you've encountered in receiving your results. I will do all I can to track and investigate what happened.
Regrettably, MyHeritage has limited control over postal services, occasionally resulting in delays or even worse lost packages, despite our diligent efforts.
Please know that your DNA results are guaranteed to be processed and if your kit is lost, we will promptly replace it for you.
Regarding your DNA kit, while most samples from abroad typically arrive within about a month, occasionally, it might take longer. Typically, samples arrive within 44 days. However, since it appears you've been waiting longer, there's a possibility your kit may be lost.
I've reached out to you via private email. Please respond to that email so we can work together to resolve this issue promptly.
Best regards,
Rafael
MyHeritage Support Team