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
I had to purchase a new computer and paid to have all my files transferred to the new computer. I was totally frustrated and disappointed when I could not access my MyHeritage files. I contacted Customer Service and spoke with a lady who was able to help me restore my files in less than 15 minutes. What a relief that I had not lost all those many hours of research.
Very, very disappointed in the limited amount of information provided to me. I expected so much more detail regarding who my relatives on both my mother and father's side were. Cannot believe you think that the information you provided was sufficient. I was expecting so much more. Also your site is not USER FRIENDLY. It seems to me you are interested in getting good reviews rather than actually helping the people who paid good money to find out the information that you did not provide. Thank you, Linda Vugrinec Palmer
I have been having a problem with My Heritage for a couple of weeks and emailed the Support Team for help. Michael tried so many things to help me. When all else failed, he rang and went through several options until he found that it was my computer and not the My Heritage programme. Michael was a true gentleman and was so tolerant and patient with my lack of computer knowledge. I am so very grateful that My Heritage have support people with Michael's expertise and knowledge to help me with any problem that I may have.
Thanks you.
Sandra.
When I first became aware of MyHeritage, I was just finishing writing my life story. That led me to wonder how I could share all the information I had on my ancestors with all of my extended family. I opened up MyHeritage just to see what it was all about, and I was surprised beyond my fondest hopes. It was a perfect way to connect with all my cousins, etc., in a way we could all contribute what information we have of our ancestors and descendants. And the beauty of it all is that MyHeritage just keeps getting better and easier to use. I am intrigued with the mapping program, to see geographically where all my lines are located. Surprised all over again and again. As we say in the Navy for a job well done beyond expectations, "Bravo Zulu". For the land lubbers that means excellent in the highest degree.
I tried their two week free offer. Without warning they charged me over 450 Israeli Shekels without informing me. I tried calling. There is no one to speak to in their Israel headquarers. Emails go unanswered. I will file a complaint with the police for fraud.
My first call to My Heritage was great. I was third in line for assistance. Waited about 5 minutes. I wanted to add a cousin to my grand father and could not figure out how. My support person got right into my tree, understood what I wanted to do and talked me through my first entry. Was able to finish on my own. Great assistance. Thank you
I was very please with the support help that I received. I attempted to merge additional extended family from another tree into mine. As a new user, I found out I ended up with a lot of duplicate persons. While I would have liked the program to have an undo or merge function to ease the correction, Dylank provided me with a very usable work-around solution. Additionally, I was very pleased at how quickly the help telephone line was answered. Thanks for providing a solution
Assistance from Kiran was helpful, accurate and patient.
Gaining access to the help via telephone was very slow because I was unable to open the MyHeritage site and so could not announce my ID number by phone. Kiran trained me to clear all files and start the google process again. Thank you.
I was as a victim of their security breach. Then, only after complaining to them in regards to the loss I occurred did they offer complimentary use of their software for a (stingy) 6 months. Wow, very generous of you MyHeritage, not. Six months later after filling out my family history on their site, I was the victim again of all the bugs on the site that erased my data or family tree charts that include complete omissions of family members and their ancestor lines. This company does not stand behind their product and has a boatload of technical problems. I would not TRUST this company with your precious family. This Company has a reputation for MAJOR DATA breaches..
Dear Bob,
I regret to find out about your experience and I'd like to follow-up on this on a direct basis.
Privacy and security have always been paramount to us. I understand that you are referring to the breach of October 2017. On June 4,2018 this incident was reported to us, we investigated the incident and announced it publicly within 8 hours of learning about it. Although no passwords leaked but only hashed versions of the passwords, we encouraged our users to change their passwords. And to maximize the security, we immediately started the process of expiring ALL user passwords on MyHeritage at which point all the affected passwords were no longer usable to access accounts and data on MyHeritage.If you have any other privacy concerns, please contact our dedicated customer support team at privacy@myheritage.com or call us: https://bit.ly/2skhBYv.
In regards to the technical issues you have mentioned, please contact me from your registered email address at "kayleigh.vipsupport@myheritage.com" so I can investigate this with my highest priority.
Kind Regards,
Kayleigh MyHeritage Team.
. Regarding my recent review of MyHeritage website and the company as a whole i found that it was not for me.
Bit of communication issues from there side but they have honored their promise and refunded all of my money.
So i have to say that i am satisfied and happy.
Dear Andrew,
Thank you for your review here on SiteJabber.
I can assure you that MyHeritage is not a Scam company and I am quite sure that there has been a misunderstanding.
What I would like for you to do is to contact me from your registered email address to support@myheritage.com and 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.
I have been using myheritage.com for the past six months and have added 1,131 family members, some dating back to the 1400's and 337 families in this short time. Twice I have asked for additional help from the staff and received a reply within a few hours with the answer. I also have access to Ancestry.com from another family member and I much prefer using My Heritage. The price has been reasonable and I have recommended this site to many friends. I like the way it displays photos and additional information of each family member. This site is user friendly. The Smart Matches and Discoveries are amazing. Kudos to the staff of this exceptional organization.
I just got off the phone with Stephen, My Heritage CS rep, and he listened to and solved my issue with great understanding and speed of a solution applied. You just don't get many cs reps who take care of the customer needs like he did with no hassles. Thanks Stephen
Tried it for the 14 day trial to compare to my other family tree website. Charged the fee - I have trying to get it back for weeks. Customer support is NON existant. When I call no one is there that can access my details to refund, when they call me its late at night (when I sleep). Really not happy, very unhelpful. Would not recommend at all.
Dear Tracy,
Thank you for your review here on SiteJabber.
Please write to support@myheritage.com from your registered 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.
I could not sync. My Family Tree Software with the Family Site as the Sync was frozen. I tried sending e-mails but had no response. It was not until I found the FAQs that I discovered how to raise a problem. However my question was quickly dealt with and it appeared I needed some bug fixes. All seems well now.
I believe that the method of raising questions and the fact that updates (bug fixes) are available should be more broadly advertised.
Love this company & the site. Unfortunately, due to finances I had to discontinue my membership for now. The CSR I spoke with, Saoirse was very friendly, helpful, courteous, efficient & professional. He immediately took action to refund my payment & even sent me an e mail confirmation. Hopefully, I'll get to join again once my finances get better. KUDOS to Saoirse & to MyHeritage. Thanks! :)
I really appreciate that someone has created a software like MyHeritage. It is great to "build" your family tree, to put your family photos on your website and many other things and you can all share with your family.
Every (technical) problem has been solved by MyHeritage team even the responses were almost always in English and not in Czech even they knew we prefered communicate in Czech for better understanding.
Past two years I am gathering family history because I want to write a family chronicle book.
MyHeritage's Family Tree Builder is suitable for me and a year ago I upgraded the software to the Premium version. It is a great tool and it provides a lot of good features. Unfortunately, all the features are not always suitable for some regions and I have to use local search engines and data. In some cases I am limited with knowledge of language ( for example Romanian or Hungarian). In Smart Matching process there are huge numbers of matches mostly adjusted for US, Canada or UK.
Therefore, I often use other genealogy tools too, read newsletters and so on.
In the case I needed an advice of MyHeritage Support's team completely satisfied my needs.
I had a lot of questions and I called twice. I spoke with Alon and later with Melissa. They were both very knowledgeable and helpful. So far, my and my son's testing is accurate. We are awaiting the final breakdown
I am very pleased.
Thank you.
After using the Family Tree Builder program for over a year with no real problems, I finally couldn't get it to sync with my MyHeritage Family Tree website. I contacted the help site listed via email and received a response in a day or two - not bad for a small company located halfway around the world from me. It took several email exchanges with very clear instructions on what info they needed to determine the cause of the problem and how to fix it (update one of the programs.). I really appreciate the persistence and promptness of the help staff in addressing my problem!
I had a trouble with delivering 2 DNA kits a year ago - I have never received them. Despite the issue happened long time ago and it's rather my local post problem than theirs, customer support has re-sent 2 DNA packages for me again with no charge. I'm very pleased with this company's level of support and customer collaboration, thank you MyHeritage team!
Answer: My issue was the automatic renewal without any kind of courtesy reminder prior to the effective date, as other businesses do. Advising one year in advance is a poor business practice. When I contacted them immediately on the renewal effective date, they refused to cancel and offered me a 25% discount. They eventually gave me the full refund but it was due to me turning it over to AMEX to resolve. I do however agree with the advice to base your renewal on your own personal experience.
Answer: You can find your site subscriptions via MyHeritage homepage - pull-down menu on the right upper corner button "Settings". Then click on "My purchases", and button "Site subscriptions". Click "View details". The details contain section "Cancel subscription". Maybe you can get advice by mail from MyHeritage support team (support@myheritage.com).
Answer: If you are looking to get as many connections to your tree that you can, use My Heritage. If you want flexibility in who is added to your tree, use Ancestry.
Answer: Dear Jonathan, Yes I have the same problem, I wrote to My Heritage and they have still not responded to my request for assistance. They are highly Sloppy and unprofessional in responding to customer request for assistance. Even though they have and excellent Technical Team. Fortunately I have another Computer with Windows 8 as a result of which I am able to continue working with my Website. But recently a few problems have cropped up with the recent upgrade of the My Heritage Program and have sent in a request for assistance and till today 3-5 months later I have no response. Apparently the company believes that they can play games with the customers. I firmly believe that they have somehow gone into self destructive mode.
Answer: Probbably you should like to know what are additional charges - described on MyHeritage site: Help Center > Account and Subscriptions > Subscriptions Whats the difference between a FAMILY SITE SUBSCRIPTION and a DATA SUBSCRIPTION? A Family Site Subscription (Premium or PremiumPlus) entitles you to increased storage on your family site for people in the family tree, photos, videos and documents. 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. In addition, you can save and extract information from historical records you find in SuperSearch or get with Record Matches directly to your family tree.
Answer: If you have any problem with My Heritage you should email support@myheritage and state that you with to terminate the programme. They will tell you how to go about it. Hope that helps Sandra.
Answer: I believe a direct ancestor is someone without whom you would not be here. All your other ancestors are indirect.
Answer: Julija L. A: Probbably you should like to know what are additional charges - described on MyHeritage site: Help Center > Account and Subscriptions > Subscriptions Whats the difference between a FAMILY SITE SUBSCRIPTION and a DATA SUBSCRIPTION? A Family Site Subscription (Premium or PremiumPlus) entitles you to increased storage on your family site for people in the family tree, photos, videos and documents. 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. In addition, you can save and extract information from historical records you find in SuperSearch or get with Record Matches directly to your family tree.
Answer: Hi After posting my complaint about MyHeritage on here I got a very quick response from some one called Dave at the company. He told me to send an email to support@myheritage.com and add the subject Dave: sitejabber. He responded a couple of days later - I emailed on a Saturday - and the auto repeat on my subscription was cancelled and my money refunded within days. Hope this helps.
Hello Michal,
I would be happy to look into it for you. Please send an email with the details of your inquiry to Shane.vipsupport@myheritage.com, in addition, please add a link to this review for further reference.
I’ll be happy to personally follow up with you.
Best regards,
Shane, MyHeritage Team.