MyHeritage has a rating of 3.3 stars from 3,772 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
My experience with My Heritage was brought about by a school project for my daughter who is in the eleventh grade. We worked together and were able to find way more information than anyone else in her class. It was exciting to trace back through the records our ancestors. It's very simple to use and they offer search results that don't have to be exact matches which is important because some names are misspelled by the people doing the census. I would recommend this to anyone that is interested in tracing their roots.
Date of experience: September 25, 2017
Honestly overpriced for the vague information they return. Also, as others have said, return envelope is not pre-paid anywhere, so you're sending off DNA samples in a padded envelope with no tracking unless you pay for that yourself. My results were super vague and useless tbh. I used the website to build my family tree during a free trial and now I just get tons of upgrade emails all the time. Asked for a return/refund before submitting my kit and was told it was impossible once it was shipped out. If you're thinking of impulsively buying this for you or your family, don't bother.
Tip for consumers:
don't bother
Products used:
DNA kit
Date of experience: February 28, 2023
I had been charged twice for two different plans in less than a week. Instead of what ancestry does and only charges you the difference between your current and upgraded plans. Im very disappointed in this site. They had so much promise and now I cant get any records added after paying over $100.
Date of experience: June 16, 2018
Dear Kim,
I am very sorry to read your low star review.
Please note that we have two types of subscriptions, which have distinct prices from one another: a family site subscription and a data subscription. The combination of both subscriptions is called the Complete Plan.
A Family Site Subscription (Premium or PremiumPlus) entitles you to increased storage for your online family tree, and special features to boost your family history research.
A Data Subscription entitles you with the access to billions of historical records in all the collections in SuperSearch. You also get unlimited access to Record Matches, including confirming and rejecting matches, if you have a family tree on MyHeritage.com.
For more details on this please see the following link: https://bit.ly/2FJ5o8m
Feel free to send me an email with your account ID or registered email address to "catarina.vipsupport@myheritage.com". I will be glad to assist you and to follow up on this. If there was a misunderstanding on our side, we will be happy to give you a partial refund.
Kind regards,
Catarina MyHeritage Team
An issue with pictures & MyHeritage Family Tree Builder has now been pending for 6 months without any resolution. A lot of work (testing e. T. c.) has been done from our side and results have promptly been mailed back to MyHeritage. Each time their response only came after prompting them by phone. This is not satisfactory as it keeps us from working with Family Tree Builder because of the risk of corrupting the data.
Date of experience: April 25, 2018
Dear Bente,
I'm sorry for the inconvenience.
I absolutely understand how frustrating it may be to wait for a technical issue to be fixed especially when it involves a problem involving the corruption of your data.
To my knowledge, some issues that seem minor may actually be related to the infrastructure and require major changes that affect many other features. Because of that it may take some time to work through.
That said, I'd like to look into this for you and perhaps forward it to a colleague of mine who specializes in specific photo issues similar to what you describe. In doing so, I hope to speed up the process for you.
In order to do so, please e-mail me directly at rafael.vipsupport@myheritage.com so I may act on this with very high priority.
I'll be looking for your e-mail.
Kind Regards
Rafael
MyHeritage
Despite hearing negative comments as to problems arising when using this site, I decided to try it myself. I was impressed by the new data offered, and contacts made. Now use the site confidently as I DO Have control over data presented - need only download what I find accurate. Ran into a couple of 'road blocks' when trying to correct data (seemed to be software issues). I was becoming VERY frustrated by my inability to maintain corrections made. Contacted the help line. The response was prompt, and 'user friendly'. Staff definitely worked with me to overcome the issues. It had taken us several attempts - but at last I think we have overcome all problems. I could not have eliminated the problems without support staff guidance. Thanks again.
Date of experience: October 11, 2017
I've been using it for a few months already and it's really interesting and so easy to use. When my trial was over I bought my premium option with no hesitation. Also their deep nostalgia is something amazing. My mom was just shocked and mesmerized at the same time.
Date of experience: June 23, 2021
MyHeritage paid subscriptions problem.
Internet full of comments of people which suffered from unauthorized paid subscriptions initiated by MyHeritage.
I have same problem yesterday, they charged me at 120 Euro.
I am wrote 4 letters them and this is not what I want to do in my vacation.
I think its no good way to work with clients, uh?
Looks like a scam and its no acceptable profit methods.
Should we escalate this case to make it more public?
PS. And how we can trust them about DNA test, if they are scammers?
Date of experience: July 10, 2022
After at least an hour of frustration bordering on anger, I finally was put in contact with the very capable Pauline g. Of the support team. She was able to help me get my problem completely resolved.
Date of experience: June 9, 2018
Activation code for testing kit did not work. Called company and was told (after long hold time) someone would get back to me in two days. No one did. When I finally checked site about a week later I found it had been activated. Mailed testing kit back two weeks ago and no indication they have received it. I'm sure I'll be dead before any results are mailed back. Regret I ever started dealing with this company.
Date of experience: January 4, 2017
Dear Vicki,
Thank you for your review here on SiteJabber.
Please contact me from your registered MyHeritage email address to support@myheritage.com and also place my name in the subject line. I will then once I receive your email look into this for you.
Kind Regards,
Dean,
MyHeritage Team.
Like many others here, signed for a trial. Was charged for A YEAR (very small letters warn from that) and when asked to cancel since they have 30 days cancellation guarantee they refused. Horrible thieves. Stay Away.
Date of experience: May 13, 2016
In downloading Version 8 I lost all my data. That would have been a disaster! I contacted MyHeritage support and without any fuss they were able to retrieve this for me within about one week. Whenever I've had a question over the last 6 years or so their team have been very quick to respond and provide the information I needed.
Date of experience: December 18, 2018
I've received excellent customer support for my two issues. I've found out some info (including my grandfather's death date) that I don't think I would have learned otherwise. I was scared to sign up for an 'ancestry' site because of bad stories I've heard... but I've had a very positive experience with MyHeritage. (And I just love those Irish accents on the support calls).:-)
Date of experience: July 2, 2018
I recently discovered my account was in my name but used my wife's email address, making it harder to monitor on our desktop PC. This was resolved quickly and efficiently by one of your customer service advisers.
Date of experience: July 2, 2018
They tried to help me really quick. Thanks for the comprehension and kindness. Problem solved fast. Although I continue thinking that the service rate is expensive and that we should receive 1 week advance advise about billing date, not only on the day.
Date of experience: January 15, 2018
I ordered 4 kits for my family. 2 kits arrived w/out the plastic bio-hazard bags to send our samples back in. I've been trying for 5 days now to contact someone via phone w/out luck, and they provide no email address. I'll be contacting the Better Business Bureau.
Date of experience: March 23, 2017
Great support and customer service! The representative took the time to explain resources available utilizing various tabs. Her patience and interest in my needs made me feel as though I can get the desired results from MyHeritage.
Date of experience: June 1, 2018
I really don't know why these people have such negative reports, my operator Lisa, was just "the best ever". If I was not sure of anything she repeated very clearly and distinctly until I understood. Well done MyHeritage. And a big thank you.
Date of experience: December 4, 2017
If you can't find an answer to your question on their FAQ page and you call the customer service line - be prepared. Hold time for my morning call was almost one hour. The customer assistant Mark was very helpful and answered my inquiry - so he deserves 5 stars. But that long of a wait is just unacceptable!
Date of experience: May 6, 2019
I've paid for full subscription, but am unable to access any info on my family as they are foreign, and was told that each country does not release info. So I said if I had known this I would not have got full membership. No point in it.
Date of experience: July 25, 2018
Hi Nadia,
If you’re referring to our Data Subscription, it gives you access to more than 9 billion records worldwide. If you have further questions, please email me from your registered email address at elena.vipsupport@myheritage.com and I'll be happy to personally assist you.
Kind regards,
Elena, MyHeritage Team
I have subscribed to MyHeritage for a couple of years and have tried a few of the others too. I find that Myheritage is a great source of family history data; their Smart matches works well and provides access to other trees with matching info. I am not keen on the automatic subscription renewal that so many sites include as the default option when signing up. However I sent an email to the My heritage support team requesting an update to my profile that I could not do via the web site, and requested removal from the automatic renewal system. I received a prompt response from Judit and she organised everything that I requested. My experience with MyHeritage has been a very positive one.
Date of experience: November 29, 2017
I've just started building my family tree on Myheritage - the user interface is very easy. I had an issue arise and it was quickly corrected for me and answered via email. Very prompt and thorough!
Myheritage does have a lot of expensive subscriptions though - that's the only negative I've found so far.
Date of experience: November 7, 2015
If you have created a family tree at this site make sure you check search engine results of yourself now. A few weeks ago I received an email notice of the myheritage.com security breach. Checked search engines and now they have changed user setting / preferences so that previously private information about family trees is public! Really?
Date of experience: July 3, 2018
Dear Xavier,
I'm sorry to read your low star review.
Your privacy concern is well understood but I would like to clarify that this issue did not make any private trees public.
This intrusion was limited to only MyHeritage user's email addresses and hashed passwords (not the actual password itself). There is no reason to believe that any other MyHeritage data was compromised.
Credit card information, family trees, and DNA data are stored by MyHeritage on segregated systems that are separate from where email addresses are stored. Privacy and security have always been paramount to us and this was done for added layers of security. Therefore, there is no reason to believe that information has been compromised.
Although no passwords were leaked but only hashed versions of the passwords, we have encouraged our users to update their passwords as soon as possible. For the sake of maximum security for our members, we have already started the process of expiring all user passwords and to prompt members affected to update their passwords as soon as possible.
We have also begun giving the option of two-step verification to ensure an added layer of maximum security for your information. Please follow this URL for more information on setting this up:
https://blog.myheritage.com/2018/06/new-myheritage-adds-two-factor-authentication-2fa-to-secure-your-account/
MyHeritage has released a statement about this incident with more details on the subject when it occured. Please follow this URL path to view it:
https://blog.myheritage.com/2018/06/cybersecurity-incident-june-5-6-update/
Any MyHeritage members who have questions or concerns about this incident can contact our Privacy team via email at privacy@myheritage.com or feel free to call us toll-free number (USA) +1 888 672 2875, available 24/7.
You may also contact me as well anytime at rafael.vipsupport@myheritage.com, I'd be always happy to help.
Sincerely
Rafael
MyHeritage
Lisa helped me with setting up my profile and family tree. She also clearly explained how to track my order as they are christmas presents. I am so glad I purchased a product that gives good after care. She obviously has great knowledge of the product and website. Thanks for the assistance.
Date of experience: December 2, 2017
Best site for ease of use, organization, and presentation. 99% of what I did required no help; but when I did need assistance a smiling knowledgeable staff person was there to provide information.
With this site I was able to reconnect with family in Europe that World Wars and the subsequent Iron Curtain had prevented for multiple decades. So, wonderful was my experience it prompted the best attended Family Reunion we ever had with attendees from both sides of the Atlantic. So successful was my research it cleared confusion of how branches were connected. It gave true reason why we held each other so dear. Our family was even published in a US national newspaper for our European heritage.
Date of experience: May 1, 2017
MyHeritage is an excellent heritage preservation application. This user-friendly tool that helps you record and manage all the knowledge you have about your family history. You can store, present and access different types of media for hundreds of family members. The application presents the family ties in a very clear, useful format (which you can customize to meet your specific needs).
It also constantly offers exciting discoveries about existing family members and potential relations in other family trees - helping you fill in the blanks.
I would also like to point out the excellent service I received from customer support, troubleshooting some tricky technical issue. Melissa A went out of her way to find creative solutions and her professional, kind service made a huge difference.
Date of experience: May 14, 2019
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 Flaming,
I’d like to personally assist you further. You are welcome to contact me via email with the details at Nikolina.vipsupport@myheritage.com, along with a direct link to this review.
Looking forward to hearing from you.
Kind regards,
Nikolina, MyHeritage Team