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MyHeritage

Overview

MyHeritage is generally well-regarded for its user-friendly platform and extensive database, which many customers find invaluable for tracing their ancestry and connecting with relatives. Users appreciate the regular updates and the powerful search capabilities that facilitate discoveries. However, concerns arise regarding customer service, particularly related to billing issues and the difficulty of reaching support. Some users have reported feeling overwhelmed by the volume of information and have encountered challenges in verifying data. Overall, while the service is praised for its features, improvements in customer support and communication are necessary to enhance user satisfaction.

This summary is generated by AI, based on text from customer reviews

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South Carolina
2 reviews
11 helpful votes
Follow Gary W.
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Steal My Money
October 14, 2015

Signed up for the 2 week trial, agreeing to be billed $9.95 a month thereafter. This morning, 10-14-15 I find they have removed from my account $119.40. A search for a phone number for them, was fruitless. A trip to my bank, canceled the transaction, along with my debit card. When the new debit card arrives, I will need to contact numerous businesses that I have automatic payment arrangements with. So here's my review. My heritage has Nothing that I don't already get from Ancestry.com and you can NOT trust MyHeritage with your card info. AND Do Not use a debit card with MyHeritage.

Date of experience: October 14, 2015
MyHeritage Support T. MyHeritage Rep
over a year old

Dear Gary,

Thank you for your review here on SiteJabber.

Subscriptions are billed annually and it does say as such in the "Thank you" email that you would have received after commencement of the free trial period. It also mentions that you may visit your "My Purchases" page within your family site in order to cancel this.
The $9.95 price that you have seen is the monthly breakdown price however billed annually.
MyHeritage is a trust worthy company and we are always here to help our users with any problems they may be facing. Online Credit or Debit card purchases are the responsibility of the card holder and MyHeritage did not steal your money as it was not us that entered the details into the respective fields in the online site.
You are invited to contact us from your registered MyHeritage email address at support@myheritage.com to assist you with your problem.

Trusting this has proven useful.

Kind Regards,
Dean,
MyHeritage Team.

Arkansas
1 review
5 helpful votes
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This appears to have been a total waste of our money. My heritage is very definite for 3/4 of mine being 3rd generation Germans (documented) and 1/4 scotch-Irish (by verbal background). It showed me over 78% British isles, over 15% Italian and only around 5% Central European.
My wife's is less well documented but mainly British and Alsace Lorraine and German areas. She was shown over 85% Scandinavian with most of rest Italian.

Date of experience: March 5, 2017
Washington
1 review
0 helpful votes
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Disregard with client
November 21, 2023

I bought a kit, they charged me the amount of 159.00 for an annual subscription, I asked for a cancellation and a refund of the money. They tried to give me an answer after 7 working days, but they didn't answer me, total disregard with the client.

Date of experience: November 21, 2023
Australia
1 review
1 helpful vote
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Poor service
March 7, 2018

Received kit and sent it back but no response from My heritage after 3 + weeks. Supposed to be 24/7 support but every time I call I get "We are not available thank you" and call disonnects, and no email contact, so no way to complain. Recommend you dont use them, I think I have lost my money.

Date of experience: March 7, 2018
MyHeritage Support T. MyHeritage Rep
over a year old

Dear John,

I absolutely sympathize with your long wait time when I remember waiting for my own results.

Although DNA testing, in general, is a long anticipating procedure, your DNA kit tracking is indeed something to be concerned about.

I do know that there has been a slight delay in receiving kits that were sent to our lab around the holidays within the 2-month time frame because of the amount of traffic. It seems that everyone bought and sent their DNA kits at the same time for Christmas this year.

We are certainly aware of this and are working to resolve this as soon as possible.

I'd be happy to personally assist you with tracking your results to ensure the progress of your research.

Please e-mail me at rafael.vipsupport@myheritage.com so I may help you with this as soon as possible.

Rafael
MyHeritage

Netherlands
1 review
0 helpful votes
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I am very grateful for the support I got from Dana (Dutch) to reorganise my websites and to explain about the use of Family Tree Builder. She was helpful, took time to explain actions to be taken and took good care that all my projects can now be found in one Family site. Thank you!

Date of experience: February 3, 2017
New York
1 review
0 helpful votes
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Most helful support
July 23, 2018

I recently called the support system for help with my DNA results. The staff that took my call was not only very helpful but as pleasant as could be. He listened to my questions and walked me through everything I needed help with. He was very patience and caring to my plight. Thank you so much.

Date of experience: July 22, 2018
Australia
1 review
0 helpful votes
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As a public member I am entitled to use, a family tree which is fantastic, as I can now keep track of all of my tree. The only thing that I cannot understand is why, I can only put on their private site, I only have 250 people. I cannot see private family trees. Which does not worry me, as I love doing the research, it is just a great rush, when you find out information, and it leads you some where else. But the paid members can not see all of my Tree, as it is not online, well guess it is their loss. I am happy with the site, as it assisted me when I was having trouble with a few issues. So public member, or paid they still help you. They are slow on the uptake, but they do get there patience is the word, with whom ever you deal with.

Date of experience: April 28, 2015
GB
1 review
1 helpful vote
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Great software for creating your Family Tree, also prompt support service if you have a problem. I have done my family and a friends and are in the process of doing my husbands family. Would recommend this site.

Date of experience: December 10, 2014
New Zealand
1 review
0 helpful votes
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As per the multiple bad reviews below, I have also been deceived by My Heritage in regards to their DNA processing timeframe. The information on their website clearly states that results can be expected within 3-4 weeks of the samples arriving at their laboratory. After waiting 9 weeks I was informed that they were making a change to their system, therefore I will not receive my results for an additional 8 weeks. My money was taken by deception, and although I lodged a complaint through their site ans was issued a ticket number, a week later I have not received any response. Do not use My Heritage - use one of the reputable DNA providers who deliver what they promise.

Date of experience: March 16, 2019
MyHeritage Support T. MyHeritage Rep
over a year old

Dear Mike,

I'm sorry to learn that your inquiry was not handled yet.

I completely understand where you are coming from and I'm sorry for any inconvenience this might have caused.

Please note that we are currently upgrading the chip used for DNA analysis in our lab to a new and more advanced version. This upgrade is indeed causing a delay.

Laboratory delays such as these are altogether abrasive during the wait but I can assure you that ultimately, this new top-shelf chip will provide better insight into everyone's DNA research and progress and the value in it is great. MyHeritage believes that all our members will profit in their research progress ultimately with this new chip.

I'd like to assist you personally with your inquiry. Feel free to email me at "catarina.vipsupport@myheritage.com" via your registered email address so I can follow-up as soon as possible.

Kind regards,
Catarina, MyHeritage Team

California
1 review
1 helpful vote
Follow Laurie C.
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I have subscribed to both MyHeritage and another genealogy site. My experience with MyHeritage has been great, and when I had an issue requiring customer service, my concern was immediately take a care of. The unusually fast, personal attention and kindness I was shown was without a doubt the best I have ever received from any company. I highly recommend MyHeritage.

Date of experience: July 5, 2018
Australia
1 review
6 helpful votes
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Purchased 3 DNA kits 6 months ago. Took the samples and posted them back, and... nothing. Got no info back and impossible to contact them. Emails bounce back. Calls to their listed numbers fail. Thieves without a doubt

Date of experience: May 6, 2020
MyHeritage Support T. MyHeritage Rep
over a year old

Dear Peter,

I am sorry to see that you are disappointed with your MyHeritage experience.

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 john.vipsupport@myheritage.com and I will be more than happy to help you.

I look forward to hearing from you.

Kind regards,
John, MyHeritage Team

Brazil
1 review
0 helpful votes
Follow Julio A.
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Very useful and ease to use! One place to centralize all the information regarding the entire family. And if you have family members abroad, they can also participate in their own languages. All family photos and videos organized in one place accessible to all members. And if you have any problem to operate the site, the support assists you very efficiently.

Date of experience: May 8, 2019
Louisiana
1 review
0 helpful votes
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I was able to confirm family oral history, using the names and dates associated with Grandparents. The fun and exciting part were surprising details regarding the military service, states and country's ancestors came from. I enjoyed the journey.

Date of experience: April 14, 2018
New Jersey
1 review
0 helpful votes
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I signed up for the wrong plan this weekend. When I called I was able to switch to the right plan with no problem. Lovely gentleman and a pleasure to work with. He even gave me a free months access to the data plan. I'm looking forward to using this site to perhaps break down a brick wall or two.

Date of experience: September 18, 2018
South Carolina
1 review
0 helpful votes
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I was delving into the world of genealogy and MyHeritage was a great way to get started. Although similar information can be found at some of the other paid sites, MyHeritage does have a variety of levels of paid services that let you mix and match what you need.

Date of experience: May 22, 2018
Texas
1 review
0 helpful votes
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Thank you Markus
August 28, 2017

Markus was very helpful to me today. Its been a week and I haven't received my kit due to the absence of my apartment room number in my address, but luckily Markus helped me fix that and now I have a replacement package on the way. Thank you Markus

Date of experience: August 28, 2017
Canada
2 reviews
0 helpful votes
Follow Darlene K.
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My tech problems where answered and repaired within 12 hours. Thank you My Heritage, you where patient with my explanation and quick to send me a reply to repair the problem. Samuel was polite and very efficient. I will stay with MyHeritage if I can continue to afford it.

Date of experience: June 4, 2018
Oregon
1 review
0 helpful votes
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My credit card had been compromised so I needed to update my information. When trying to enter my account number to up date my information for billing, the system cut me off and disconnected. After four tries, I tried customer service and got through. The lady stayed with me and walked me through an somewhat confusing procedure to update my payment method.

Date of experience: June 15, 2020
New York
1 review
0 helpful votes
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Phew!
June 13, 2018

The data breach was scary but no harm was done. Good thing financial info and other sensitive info was well protected. Lesson to all companies is to have two-step verification from the very beginning when people sign up. MyHeritage should have known to do that. Otherwise, all is well!

Date of experience: June 12, 2018
California
1 review
2 helpful votes
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Refunds
April 18, 2018

After 10 banking days I still do not have my refund for Invoice *******. First email indicated I would receive refund in 5 - 7 business days. Not they change the time frame to 7 - 10 days. Continual poor service and lies.

Date of experience: April 18, 2018
MyHeritage Support T. MyHeritage Rep
over a year old

Dear David,

I'm sorry to read your low star review and I'll do all I can to help find the credit promised to you.

Firstly, I must apologize for the misunderstanding. I would like to clarify that indeed we offer several different types of subscriptions depending on what area you are trying to research. For example, the difference between a data subscription that includes records and record matching and a Premium/PremiumPlus subscription that includes smart features such as Instant Discoveries and Smart Matching. Some of our members will purchase a complete subscription that offers all research tools but many of our users prefer to only pay for some features as they don't really use the entire array of tools we offer.

With regards to your refund request, I'd like to ensure you receive it as soon as possible but please keep in mind that in most cases a refund can take up to a few weeks to process depending on various factors. In any case, I'd like to ensure you receive your refund as soon as possible. In order to do so, I must locate your registered account.

Therefore, please e-mail me directly at rafael.vipsupport@myheritage.com at your nearest convenience so I may investigate this as soon as possible.

Sincerely
Rafael
MyHeritage