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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 signed up for a myheritage account looking for my father through my mothers divorce papers. I never feel good about asking her about him so i wanted to go through an online site. I signed up, didnt find what i was looking for, and forgot to cancel. Usually if you forget to cancel with one of these sites, they charge you a reasonable monthly fee which of course reminds you to cancel. No problem right? Worong, not with this site. When i called to cancel and think i could get my annual fee refunded and maybe just charged a monthly fee, i was greeted by an argumentative child. She ever tried to claim she was the supervisor. I told her "no, there is someone above you, who you answer to. I want to speak to them". It was at that point i was put on the phone with a girl named Vanessa. Im sure the first girls friend and not supervisor. Eventually they refunded me 1/3 of my money. I am not happy about it but i will deal. My problem with this whole situation is the sensitivity of the things people may be looking for a sites like this and the gouging, money grubing way this site is taking advantage.
Update: 3 oct 2016. The guy they have replying to everyones complaints on here does not actually respond when emailed. It is a sad attempt at looking like they are making tbings right when in actuality they are doing nothing. Do not use My Heritage.
Date of experience: September 21, 2016
I started with Myheritage with all hopes high. For about two years with a premium subscription I was happy working with it. The software did not work, but at least the website was up and running. I even used my MyHeritage Tree as my master base (I have trees on multiple services.
That is until I received a notice that the webspace was full, even although the site says that premium members have unlimited data. For weeks my requests to solve this issue went unanswered. This was getting annoying.
Since I could not add any more people, I used another service as master, planning on migrating it back to MyHeritage once the data issue was solved.
So I uploaded my updated tree once the issue was solved. Unfortuntately they have since then removed the delete function on my website. This means that I suddenly had two trees, on outdated one and an updated one with no means to remove the outdated one.
Again I started the crusade to get support on this. After a few weeks I received a call and they said that a technical person would call me to sort it out. A few days later I discovered that they had removed one of the trees without my knowledge. The newer one.
I have cancelled my subsciption and any attempt to get some reaction from them has gone unanswered.
It is safe to say that I would not recommend this service to anyone.
Date of experience: April 7, 2017
I spoke with aqn agent, it was a very good attention, I didn´t wait too much and the agent responsed all my questions. I bouth the kit and I´m waiting for receiving it.
Date of experience: July 26, 2017
Fantastic spatial and temporal notion of family tree. Easy and simple construction.
Fast support via email or phone.
Date of experience: October 31, 2016
The most best support available, competent, sympathetic and very kind. Always solving problems fast. Regardless time and place.
Date of experience: July 25, 2017
I am using MyHeritage FTB since 2012 and enjoy it very much. It is a very good system to search for family and maintain the family tree.
Kees Vork, The Netherlands
Date of experience: April 21, 2016
I am in UK and needed to correct some account anomalies. These were sorted both professionally and quickly.
Date of experience: November 15, 2017
I got Very helpful telephone support to resolve issues. The technician was knowledgeable and resolved all my issues.
Date of experience: May 13, 2018
I had a difficult and unusual problem which the support team solved with a lot of telephone patience.
Date of experience: April 7, 2020
I find My Heritage the best geneaology site, both for storage of family info and for research.
TYhe SmartMatches and RecordMatches techniques are most helpful, especially since there are matches against GENI tree as well.
I highly recommend My Heritage
Eytan
Date of experience: March 21, 2014
I, like others, recently forgot to cancel a My Heritage subscription and found a $300 or so charge to my paypal. For background, I joined the site (free) and submitted a DNA test a few years ago, and then a maternal kit later (not sure that helped me learn anything). In 2022 I decided to buy a subscription for a promotional deal of about $80. In 2023 I had gone through my paypal account, reviewing subscriptions. I removed my heritage from paypal. So when the subscription was due, I received a message that the payment did not go through. That's when I discovered the new annual payment due was $325. I refused to pay that amount, so was offered a significant discount for around $115 or so. This year I forgot to unsubscribe. I was shocked to see a $325 charge to my account. I went online and submitted a request for refund. I got a call. A sales representative tried to sell me a discount, I said it wasn't enough (I would be refunded $60). She said she would send a new DNA kit as a bonus. I said it wasn't enough. She offered two years for the price of one. I thought about it, but asked her directly: "Is it possible or not possible to get a refund? Why is there a button for a refund on the website?" She didn't answer, then she offered me a $130 discount after talking to her manager. I caved. Each time she offered a discount she put me on hold so she could talk to her manager (I'm sure this is untrue). I've learned since, from this website (sitejabber), that you can ask for a refund within 30 days of buying a subscription. BTW I can't find any email that says I can't get a refund in the fine print. I told the salesperson I would take the $130 discount and to be sure that I would cancel and not continue my membership. I do like the my heritage site, and the info you gain easy access to, also the website design, and the ability to share info with relatives. In fact I convinced two brothers to submit DNA, one bought a subscription. I have many connections in my family tree, in large part due to my brother. The unfortunate thing is that I just don't spend enough time to make it worth the price that My Heritage is asking. I have suggestions for the company to a) lower their prices b) offer monthly subscriptions c) stop with the hard sale practices which honestly seem improper if not illegal. When I asked the salesperson in my case if it was even possible to get a refund, she never answered me - she just kept going back to talk to her manager. The site is quite nice, even beautiful. My Heritage really does not need to gouge customers interested in joining the site longer term. I would think they'd want more members. This coming year I will be shopping around on other sites as I am retiring and will have limited income. I'm done with My Heritage.
Tip for consumers:
Like other subscription services My Heritage should send a warning email that money will be charged to my personal account. $300 plus tax is too much for the average person. I also resented getting shamed for having taken advantage of discounts during the last two years. I was also told that their policy is to not grant a discount, “but I will talk to my manager to see what I can do to help you out.” It was a classic high pressure sales effort that I feel is unethical.
Products used:
Subscription service for My Heritage
Date of experience: February 29, 2024
Dear Karen,
I'm sorry to hear about the challenges you faced with our subscription cancellation process. We place great importance on ensuring your satisfaction with your purchase and aim to shield our users from any post-purchase concerns.
I'd like to clarify that MyHeritage ensures all members are informed about the annual charge and its price through automated emails sent after enrolling in the membership and prior to each renewal. However, it's possible that these emails might be ending up in your spam folder.
Typically one can cancel a membership anytime by logging into your MyHeritage account, clicking on your name, then selecting 'My Purchases'. From there, you'll find the option to cancel and switch to a free basic subscription after your paid membership runs out without having any annual charges. It seems like you might not have known about this.
In any case, your purchase satisfaction is extremely important to us. If you forget to cancel you may still request it, 30 days from the initial purchase date of the subscription. If it is a full refund that you would like to obtain along with a free basic membership at no cost, I'd personally like to assist you with receiving it. In order to help, I must first find your registration and details.
Therefore, please have your friend e-mail me directly at rafael.vipsupport@myheritage.com from her registered Myheritage e-mail address.
Please also include a link to this review in your email so I may label this issue with high priority.
Sincerely
Rafael
MyHeritage
Dutch Support Team (Brigitte) helped me in a great way to solve my problem. With a lot of knowhow she helped me in a very friendly way She is the right person on the right place. CHAPEAU Brigitte!
Date of experience: March 8, 2018
Im waiting more than 8 weeks, still waithing for my results DNA etnics.
The lady at the iPhone was verry Nice, but she doesnt no Whats happend.
Waiting for an email
Date of experience: April 15, 2018
This site changend me entire life and my family is so happy! I found family members here in Isreal, in Europe and even in the USA.
Yoyr site is a godsend.
A blessing
Thank you
Date of experience: July 14, 2018
Eindelijk een website die overzichtelijk is die gebruiksvriendelijk is en mijn complimenten voor het helpteam het werkt vlug en komt met goede oplossingen.(Geeft waar voor je geld).
Finally a website that clearly is that easy to use and my compliments for the help team it works fast and comes with good solutions. (Gives value for money).
Date of experience: August 8, 2016
Called to cancel service after 14 days (I forgot to cancel on-line). David was very helpful and resolved my problem in less than 2 minutes.
Date of experience: October 5, 2017
Shimon was very patient helping me with what I thought was a big problem and turned out quite simple once it was explained. Great service.
Date of experience: October 9, 2015
I asked a few questions about the DNA results, and the person was very nice, asking someone else for an answer. I really appreciated this.
Date of experience: June 23, 2019
I cancelled my order and there was no pressure no change my mind, much more pleasant than most people expect something like that do be.
Date of experience: June 21, 2018
Found the person on the other end of the phone very helpful, they explained and answered all my questions in a pleasant manner.
Thank you
Date of experience: June 13, 2018
The Operator at the call was wonderful nice, i havent received my package in months and she helped me to send it to another address
Date of experience: July 9, 2018
Though with some delay I got clear clarifications plus tips how to handle and solve one particular problem from my sister access to My heritage
Date of experience: July 19, 2018
I called to the Dutch contact center for the question how long the DNA sets are usable for consumption before they are over date. I could nowhere find it on the website from the DNA kit promotion and FQA's.
It is a toll free call number if you want to contact Myheritage. That's good. What not good is is that you have to go through min 4 or 5 choose menu's before you get to hear that nobody from the Dutch speaking contact persons are available and you are getting connected to Englisch speaking person, I do not know from where in the world this person answered. Again 2 choice menu's before somebody takes over the phone. That is not nice and strange for somebody who is not familiar with the Englisch language. It will scare the person etc... Maybe he can also stop the phonecall.
Next step, person answer the my phone call. Person was very polite and friendly. I asked my question and I received a very clear answer. Very good!
That's my experiance during my order for a set from the DNA test.
Sincerely
Myheritage member.
PS.: I tried to upload a picture but the size was too small I get red message on top of this website when I did the upload. I took a snagit from my order email and saved that as Jpeg. If this is not allowed sorry than, I do no more work to upload something.
Date of experience: August 2, 2019
Dear Rudi,
I regret to hear you were unable to reach a Dutch-speaking agent. However, I'm glad to hear that you had a pleasant experience with our English phone Support assistance. I will pass your feedback on this matter along to the appropriate team.
In regards to the problem you encountered uploading an image to MyHeritage, we recommend you to try again following these instructions: https://bit.ly/2GES9Ej The supported photo formats for upload on family sites are:. Jpg,. Jpeg,. Jpe,. Gif,. Png,. Bmp,. Psd,. Tif and. Tiff.
If you continue experiencing issues uploading pictures to your family site, please email me your account details (account ID number or registered email address) via elena.vipsupport@myheritage.com and I will personally assist you with it.
Kind regards,
Elena MyHeritage Team
MyHeritage Support team is extremely prompt and helpful when it comes to answering different kind of questions. Kind experts with helpful guidelines.
Date of experience: February 21, 2022
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 Gabrielle,
Thank you for your review here on Sitejabber.
Would you be so kind as to contact me via support@myheritage.com from your registered MyHeritage email address and also place my name in the subject line. This will ensure that you are forwarded to me and I will look into this for you.
Thank you for your cooperation and I look forward to hearing from you.
Kind Regards,
Dean,
MyHeritage Team.