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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 had a problem watching the discoveries in my root tree
After waiting for her support, I spoke to Brigitte after several attempts
We have erased history and the cookies
And that solved the problem
Yoram Yaron
Date of experience: August 4, 2019
I didn't find what I was looking for in the website, so I read the refund policy and requested a refund politely. Spoke with a person, maybe his name was Warren. He was rude and very hesitant to give me a refund. I was polite and spend eight days trying to contact the company, with no replies. Finally I received a voicemail stating that they had tried to contact me, but left no number to contact back with. I didn't receive that phone call, as it was during the middle of the day during work, where I receive no cell service. Finally got ahold of the same man, who was very defensive. I had nothing wrong with the company until they showed their poor customer service. I was told I would receive the refund, and when I asked for the man's name for my records, which is my right, he was offended and rude to me. It was nothing personal, I just wanted to assure I received my money back. Use the website all you want, but do NOT invest in the premium packages! They are a rip off and not worth your money, which you might or might not get back!
Date of experience: June 19, 2016
Unfortunately I made a decision to spend almost $500. For kits for my family for Christmas. They were thrilled when they opened them and couldn't wait to use them. All the kits (except 2) were sent in within 2 weeks. Two of my family received them in an appropriate timeslot. My niece received hers on her little iphone. When she opened it some music started playing and one country appeared and then nothing! Done! I found out that inadvertently my husband and cousin's samples had gotten switched and immediately called to correct it (half hour wait on phone). Weeks go by and nothing. Another hour long wait call. They're working on it. Another long wait but call from another rep. It's being processed. Another 2 weeks nothing but I saw that my cousin now owns my family tree and everything else I have on computer. It's now middle of Feb. And I get a call from Rep. In Israel... Did I have any problems? Are you kidding me? Guaranteed problem will be fixed. The Christmas from hell!
I'm out over $150I
Date of experience: February 8, 2018
This DNA site claims to be reliable and reasonable but the fact is they are ripoffs
They up charge you 3X what the original price for bad Dna test that aren't even accurate.
They ignore your complaints and are very misleading!
DO NOT DO BUSINESS WITH THIS COMPANY
Date of experience: February 14, 2020
Dear Mike,
I am sorry to hear you feel that way, and I'd like to assist you further.
To understand better your situation, please send me more details via email at elena.vipsupport@myheritage.com. I will be happy to address any concerns you may have.
Looking forward to hearing from you.
Kind regards,
Elena MyHeritage Team
I downloaded and installed their "free" software and did not like it so I uninstalled it. Now many of my software apps won't work because of a "Visual C++ runtime library" error. The pc also ran at about 2/3 the speed it had been running and Outlook Express won't open AT ALL.
I have emailed them half a dozen times for advise on how to fix this and I get an auotmated response telling me I must BUY their product to get support. That should tell you to RUN RUN RUN from this company and their program.
The only way I could get Outlook Express to work was to reinstall their software and now I get bombarded with ads and emails and pop-ups telling me to buy their upgrade. FAT CHANCE!
Date of experience: August 18, 2016
I live in Switzerland and recently used the customer service in German. Roger and the support team helped promptly and completely to my satisfaction. I therefore can recommend "My Heritage" for their support, without pressure to buy a program.
Ich kann "My Heritage" empfehlen, weil der Service und Unterstützung durch Roger und sein Team in Deutschland perfekt funktioniert haben.
Roman Striebel
Date of experience: October 2, 2016
THIS DUMB SITE FOR THE 2ND TIME IN A YEAR IT HAS CHARGED MY CARD FOR A YEAR SUBSCRIPTION AFTER BEING CANCELED! NOW MY ACCOUNT IS OVERDRAWN AND I AM GETTING FEES OVER $70 WORTH. AND I AM TOLD IT WILL BE 3-10 DAYS TO CREDIT MY ACCOUNT. BULL$#*!! I WILL NEVER USE THIS SORRY EXCUSE FOR A SITE AGAIN!
Date of experience: November 7, 2017
Dear Stephanie,
I regret to find you were unaware of your annual membership charge and I will do all I can to help you receive a refund.
I'd like to clarify that MyHeritage informs all members of the annual charge and its price on the automatic email that is sent out after you enroll in the membership and before every renewal.
Moreover, any member can view the status and/or unsubscribe from any membership's annual fee by logging in, clicking on the site manager's name in the right upper corner of the family site page, and selecting ‘My Purchases’.
Your refund is guaranteed because our terms and conditions clearly 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".
Your feedback is very important to us and If I understand correctly you mentioned that you have canceled your membership before its expiration, so I would really like to investigate why you were charged by all means. Please e-mail me directly from your registered e-mail address at rafael.vipsupport@myheritage.com so I may look into this as soon as possible.
Sincerely yours
Rafael
MyHeritage
Long time on hold but worth the wait. Support fixed all my issues. Very curteous and refreshing to have someone so pleasantly helpful. Give that guy a raise!
Date of experience: May 23, 2018
Мy questions were answered, main problem solved. Nadja showed exceptional patience and goodwill. One more question left - how to print the chart on A2 size paper (420 x 594 mm)
Date of experience: March 13, 2018
Hi Laura,
Many thanks! Per your well described instructions. I successfully changed my credit card info via Bluesnap.
Take care. And do have a Grand 2016. Helen Marie More (Marlborough, MA)
Date of experience: January 14, 2016
My problem has been quickly and effitiently solved, but, as I am french, I would have prefered reach a french-speaking concelor.
Globaly good service anyway
Date of experience: May 18, 2018
Сервисы MyHeritage каждый день помогают мне в исследовании истории моей семьи. Благодаря MyHeritage я нашел много родственников, о которых ранее не подозревал.
Я выбрал MyHeritage, потому что они предлагают наиболее полный набор генеалогических инструментов.
Они удобные
Date of experience: August 20, 2024
Not complete with Indian (Cherokee) heritage. I was not pleased with the results. The company needs to get cooperation from the Indian tribes in the US to complete the true DNA results
Date of experience: June 4, 2018
Dear Nadine,
I'm sorry to read of your disappointment with your ethnicity estimate results.
I must clarify that your DNA Ethnicity Estimate's percentages do not mean you do not have a specific Native American heritage. Indeed, this tends to be a very common issue with many people trying to research their Native American heritage through DNA and there is much literature on the subject found in various forums online.
I'd like to clarify that while you indeed have Native American ancestry, this does not necessarily mean that this ancestry is included in your DNA and might therefore not appear in your Ethnicity Estimate.
The reason being is mainly because of how DNA is inherited. Each of us inherits about 50% DNA from our mother and 50% from our father. However, the percentages of DNA received from grandparents and further back are rarely divided evenly. Therefore, you don’t necessarily inherit the DNA of a given ancestor throughout the generations that have passed.
Since your ancestors’ DNA is not passed evenly to their descendants, one grandparent might have passed on 3% of his/her DNA to his great-grandchild, while another great-grandparent may have passed on 11%.
For example, if you have a Native American great-grandmother, you might have inherited such a small amount of her Native American DNA that it cannot be traced in a DNA test.
In addition, though you might have Native American DNA, it might belong to a tribe that is not part of the sampling used to build our Ethnicity Estimate. There are more than 500 recognized tribes which are ethnically, culturally and linguistically diverse.
However, the majority of these tribes have not contributed their DNA for research purposes which would allow science to establish better ethnicity models. Therefore, the fact that we did not find Native American DNA in your sample does not mean that you are not Native American.
If your specific Native American ethnicity does not appear in the Ethnicity Estimate, you might also consider testing one of your parents or grandparents as it is more likely that Native American DNA will be traced in the generations closer to the Native American ancestor.
In the meantime, Information on matching Native American DNA with yours along with new and exciting information can always be found along with your estimate by utilizing the research tools available to you such as building your own family tree and finding comparable matches whether they be through Genealogy or DNA matches.
Our match algorithms have been proven to automatically find and compare similar DNA strands along with ancestral surnames, records, and family trees to find very interesting discoveries. New DNA is uploaded every day and the chances of that new information to match your research are great and it has helped many worldwide.
All this said, the progress of your research and your overall satisfaction is always a top priority and therefore, please feel free to e-mail me personally at rafael.vipsupport@myheritage.com anytime with any further questions.
I'm always here to help.
Kind Regards
Rafael
I am not satiesfied with the support. I have twice got the problem with vanishing and changed names in my FTB. A year ago it took 6 weeks to get the first answer and as time passed the problem was solved by itself(?). I have support with priority in my membership. A month ago the same problem appeard. As I did not want to wait several weeks for an answer, I uploaded a new gedcom from the Myh-site. This time it took 2,5 weeks before I got an answer from Myheritage.
Birgitta G
Date of experience: January 29, 2018
Dear Birgitta,
I'm sorry to read your low star review and will do all I can to help.
Issues such as these are extremely important to us and I'd like to learn more about why you were not answered in time and why this is happening to ensure a better research experience for the millions of our MyHeritage members.
In order to do so, I must first locate and verify your account. Therefore, please e-mail me from your registered e-mail address at rafael.vipsupport@myheritage.com as soon as possible.
You are already my top priority here today and I will be looking for your message.
Kind Regards
Rafael
My Heritage can no longer be reached by telephone in the Netherlands and provides very poor support, despite the most expensive subscription.
My Heritage is voor Nederland niet meer telefonisch te bereiken en geeft zeer slechte support, ondanks het duurste abonnement.
Date of experience: June 5, 2018
Hi so I have been trying to talk to someone all day and haven't gotten anywhere I'm just wanting my money back and to cancel my membership as I can't find anything on the site that I need
Date of experience: February 2, 2021
Dear MyHeritage member,
I am sorry to read your review and would like to resolve the issue for you.
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 shane.vipsupport@myheritage.com so I may assist you with this as soon as possible.
I will be looking for your e-mail.
Kind Regards
Shane, MyHeritage Team
Online it feels if I do pocess 2 left hands instead of right and left. At the meantime I am righthanded.
With your personal help I become more and more a professional. Thanks!
Date of experience: May 9, 2022
Lisa H, quickly resolved a tricky scenario demonstrating her in-depth knowledge of the software in a friendly courteous manner as well. Great Effort and SUPPORT!
Date of experience: February 7, 2018
I got a DNA kit as a Christmas gift & upon activating it I entered my own email wrong (Silly me). Mark at My Heritage got me sorted after a few emails to me. Thanks so much Mark..
Date of experience: January 20, 2019
I ordered the kit on February 18th, and sent it in the same day I received it in the mail. They did not process it until March 13th. Now here we are a month after that and still no results, no contact, nothing. I ordered an Ancestry DNA test on February 28th, sent it in same day I received it, they processed it by March 14th and I got my results by April 8th. Still waiting on the MyHeritage results to compare but so far Ancestry DNA has been 2 weeks quicker. I called MyHeritage customer support and they said it may be another week or 2 so I am not pleased at all so far.
Date of experience: April 11, 2018
Just spoke to Dana. In Dutch, by the way. Very pleasant, friendly and helpfull. Also had an email confirmation afterwards very quick, so I know my question is taken seriously. Thanks Dana.
Prettig en behulpzaam telefoontje zojuist met Dana. Supersnelle bevestiging via email, ook prettig. Dankjewel Dana
Date of experience: April 5, 2017
This site sucks they want you to provide everything they are suppose to find you answers based on you your parents and grandparents they kepp asking for info you dont this is the point we join to find beyond our granparents STAY AWAY
Date of experience: February 3, 2017
I was calling your help centre today and came across Alon Kesler who helped me with all my enquiries. He was polite and knowledgeable and gave me the professional assisstance I needed.
Date of experience: August 15, 2017
I let my DNA being tested by MyHeritage and 3 other companies. Only at MyHeritage I turned out to have many Dutch matches. To my great satisfaction and joy two of these were the starting point to finally identify the formerly unknown father of my grandfather! For this porpuse I also built a large tree and my experience is that this is very easy to do. Many smart matches were very helpful. And I could visit a number of newly found family members.
Once I made a long telephone call with the help desk about the privacy of the DNA results. This was because a person I would like to test was very suspicious so I wanted to know more details from MyHeritage. Although I know the misuse of DNA-results for commercial ends is currently a matter of debate, the help desk convinced me that there is no reason to distrust MyHeritage in this respect.
I watched a MyHeritage webinar by Els Leijs on family search which was really informative. Her work is very important for those who deeply suffer because of an unknown father or mother or other family member. Every DNA sample tested helps to be successful in such research.
Finally the help desk helped me several times and explained me what I wished to know. Summarizing I have to say that MyHeritage provides me a wonderful way to discover my family!
Date of experience: April 22, 2020
Back in 2020 I bought a DNA kit for myself and I did not notice that the 1 month free trail had a hidden feature: after 1 month your credit card gets charged without pre-notice or authorization. You think it is only 1 month free and after that it is going to expire because you did not put any banking information while creating your account/profile for the kit you ordered. WRONG! After 1 month, if you do not cancel, they charge you 223$CAD to your credit card and they do not tell you or warn you that the free month is about to expiry. Last month, nov 2022 I decided to bought a DNAkit for my mother. She asked to order it via my account since I already had it opened. Also, she asked to put her credit card information for the purchase ONLY. Guess what? After the free trial month, instead of charging my account, they charged my mother credit card without notice and warning. This is not a transparent nor professional way of doing business. It is clearly a dishonest and disgusting method of making money. I feel that I have been robed. Besides the accuracy of the test results and everything that implies PLEASE AVOID THIS COMPANY
Tip for consumers:
Be careful with the subscription. They will charge you if you do not cancel
Date of experience: December 12, 2022
Dear Angel,
Thank you for reaching out to us here and we are sorry to hear about your experience.
Please note that once a user enters into a free trial subscription period, a 'Thank You" email is sent stating the terms and benefits of the subscription and also instructions on how to cancel the subscription to avoid being charged.
Having said that, we do understand that these emails can sometimes be overlooked and I invite you to write to me personally so I can look into this for you. Please write to, dean.vipsupport@myheritage.com from your registered email address and I will be happy to help.
Kind Regards,
Dean,
MyHeritage Team.
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 Marjorie,
I'm sorry to read your low star review but I do sympathize with your wait time.
DNA testing is a lengthy operation and unfortunately, there has been a slight delay in receiving kits that were sent to our lab in January within the 2-week time frame because of the traffic during the previous holiday season. It seems there were many people that sent in their kits at the same time after the holidays. Each kit that is sent to us is processed carefully to ensure our DNA community gets the most accurate results.
There have been cases where some kits are easier to process than others and results will come sooner for some and later for others. That said, I would like to take over the issue in question and ensure that you are not "over $150" and this issue is fixed as soon as possible with very high priority.
Please e-mail me directly at rafael.vipsupport@myheritage.com so I may assist with this as soon as possible.
I'll be looking for your e-mail.
Kind Regards
Rafael
MyHeritage