On Sitejabber, businesses may not offer incentives or pay to remove reviews. Learn more about our Review Guidelines.
From the business
MyHeritage is the leading global platform for family history discovery. It enriches the lives of people worldwide by enabling them to uncover more about themselves and where they belong.
With a suite of intuitive features and innovative products, MyHeritage creates a meaningful discovery experience that is deeply rewarding. Users build family trees and discover new information and relatives through advanced matching technologies and billions of historical records from across the globe. MyHeritage also offers an affordable at-home DNA test revealing an ethnicity breakdown across 79 ethnicities and 2,114 geographic regions, and AI-powered features to repair, colorize, and animate old photos.
The MyHeritage platform is enjoyed by tens of millions of people around the world who treasure and celebrate their heritage. MyHeritage offers full privacy controls and is available in 42 languages.
MyHeritage Reviews Summary
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
We monitor reviews for authenticity
Ethnicity estimates keep changing. My original estimate was more accurate, Also
Now nearly 10% Italian, none on any branch of our well researched family tree.
Also without warning they have deleted DNA research tools such as comparative ethnicity
Charts. When I reached out to customer service with questions all I got from the front-end reps. Was lip service. They kept promising I would be contacted by an expert, but weeks went by without
A contact. Had to call several times over a period of weeks before I finally received
This contact. It was an email form type letter that answered none of the questions
I had raised with customer service. Finally, their website was useless. I had gone
There first to find a customer service no. None was listed. I had to search the
Internet to find it. All they offered on their website was a chatbot and some
Articles, neither of which were capable of answering any but the most general
Questions. I realize that these estimates are guestimates, and that haplotypes
And other factors can skew accurate results. Still when the updates say that your
Over 50% Scottish, dads from the Netherlands, and I only had one maternal great
Grandmother who was Scottish it raises questions. Then when they
List you as nearly 10% Italian when there not one Italian ancestor on any branch of your
Family tree going generations back, it makes you question the distinction between
A somewhat reliable guestimate, and totally useless unusable info. All in all my
Experience with them was very frustrating and disappointing. As one who in retirement
Loves doing genealogical research this may help explain the venting nature of this review.
I searched for free and some Discoveries came up. When I tried to view the Discoveries it said I needed a subscription. I signed up for the PremiumPlus Plan and still couldn't see the Discoveries. I called Customer Service and was told I would need to upgrade. Such a scam. I requested a refund but will take 7+ days to hear back.
Dear Kimberly,
We apologize for the confusion you experienced regarding our subscription plans and access to Discoveries. MyHeritage operates on a subscription basis for several reasons, including the need to consistently update our offerings with new record collections and advanced research tools.
Our subscription plans offer different levels of access to our features and services. While the PremiumPlus Plan includes many advanced features, access to certain Discoveries may require an additional Data Subscription. This subscription provides unlimited access to our vast database of historical records, which are often integral to exploring Discoveries in detail.
As you may know, we provide both a free basic membership and a range of paid subscriptions tailored to different research needs.
The free basic subscription serves as an excellent starting point for those beginning their family history research, while our paid subscriptions offer access to our latest matching technology and a specialized historical records search engine.
In the genealogy research market, like many other services, it's common for membership charges to vary due to the continual expansion of historical data provided by our partners. These partners often require royalties for customers' use of the data.
If you'd like more information about which subscription best fits your research needs, please don't hesitate to contact me directly at rafael.vipsupport@myheritage.com.
I'd be glad to forward your inquiry to a colleague in our sales department to explore potential solutions.
Sincerely,
Rafael
MyHeritage
I wanted to install FTB on my Mac to be able to work on my famility tree offline. My first attempt failed and I contacted support. I got excellent support and after a few iterations it became obvious that the main problems was the setup of my Mac with storage of the Document folder was on a cloud service. Fixing this everthing was fine. It would have been nice with error messages pointing in this direction during installation
Extremely disappointed with this service, I sent my DNA test in January and have still have received nothing back. Not only that but I have now been charged a further £114 for an annual cost when i cannot get a reply regarding my DNA test. No updates or correspondence at all, I feel like they just want the money with no interest in providing a fair service. I would avoid and try elsewhere and am now raising a dispute with my bank.
Dear Lauren,
I regret to learn of your dissatisfaction with our service, I will do all I can to help you with your subscription and DNA kit tracking. These issues are of utmost important to us.
Occasionally, we offer promotions that include discounted DNA tests with trial memberships. Regarding the trial membership you mentioned, please be aware that it can be canceled at any time by logging into your MyHeritage account. Simply click on your name in the upper right-hand corner of the page, then select 'My Purchases'. Here, you'll find the option to cancel the paid membership and continue with a free basic subscription, avoiding any annual charges.
Your satisfaction with your purchase is of utmost importance to us. If you've forgotten to cancel, you still have a 30-day window from the initial purchase date of the subscription to do so. I'd be happy to help with that.
With regard to your DNA kit, regrettably, MyHeritage has limited influence over the postal service, and occasionally, items experience delays despite our diligent efforts.
In order to assist you, I will first need to locate your registered account with MyHeritage. Therefore, please email me from your registered email address at rafael.vipsupport@myheritage.com. Also, please include a link to this review so I can recognize your feedback.
I look forward to resolving this as soon as possible.
Sincerely
Rafael
MyHeritage Support Team
First they sell you a plan that does nothing and the rest is freeking expensive on to the plan that they already sold. STAY AWAY FROM IT there are other and better paltforms
Hello Jan,
We're truly sorry to hear about your experience. We strive to provide valuable services and it's disheartening to learn that we fell short of your expectations. Your feedback is incredibly valuable to us, and we'd like to understand more about your specific concerns. We're constantly working to improve our offerings, and we'd appreciate the opportunity to make things right. If you're open to it, please reach out to me directly so I can address your concerns directly. You may write to me form your registered email address to, dean.vipsupport@myheritage.com.
Thank you for bringing this to our attention, and we apologize for any inconvenience caused.
J'ai expérimenté plusieurs sites de généalogie
MY HERITAGE est pour moi le plus performant compte tenu de sa "convivialité", le nombre de notifications, la vérification des incohérences et la réponse rapide suite aux demandes d'aides à distance.
Il ne faut pas hésiter à le choisir!
I cannot get a real person to communicate with my questions - or a good response. READ PLEASE- MY FULL FAMILY NAMES, GRANDMOTHERS MAIDEN NAME, GRANDFATHERS NAME, KIDS NAMES, EX HUSBANDS INFORMATION ETC. now comes up when I go to put information such as name - last name - on submitting a credit card for online purchases. This can only come from my account with my heritage (they do not respond to this situation). My information is not private. Are there any recommendations on how to deal with this?
Dear Donna,
Thank you for bringing this matter to our attention. We understand the seriousness of the situation you're facing, and we sincerely apologize for any inconvenience this has caused you.
Protecting your privacy and ensuring the security of your personal information is of utmost importance to us. Rest assured, we take this matter very seriously and are committed to resolving it promptly.
To address your concerns effectively, we kindly request that you reach out me directly at dean.vipsupport@myheritage.com. Our team of experts will work diligently to investigate this matter thoroughly and provide you with the necessary assistance to safeguard your personal information.
Your feedback is invaluable to us, and we genuinely appreciate the opportunity to rectify this situation. We apologize for any frustration or inconvenience you've experienced and assure you that we are fully committed to restoring your confidence in our services.
Thank you for your understanding and patience as we work to resolve this matter swiftly.
Warm regards,
Dean,
MyHeritage Team.
I was keen to do a DNA test so I paid £40 for the kit and signed up to the 1 month free trial. They deliberately waited 3+ weeks to send the kit which was their way of getting me to extend my free trial and pay an annual subscription fee. During the free trial period I tried to create a family tree and none of the records available were accurate. Absolute con artists.
Dear Helen,
We sincerely apologize for any inconvenience you may have encountered during your trial period with our DNA testing service.
I'd like to clarify that at MyHeritage, we occasionally offer promotions, including discounted DNA tests with trial memberships. Trial memberships are provided for individuals to assess if there is relevant data available for their specific research areas. The trial membership you mentioned can be canceled at any time by simply logging into your MyHeritage account, clicking on your name in the upper right-hand corner of the page, and selecting ‘My Purchases’. There, you will find the option to cancel the paid membership and continue with a free basic subscription, incurring no annual charges. If you forget to cancel, MyHeritage still has you covered, as we guarantee a refund if you are not satisfied with your membership within 30 days from the initial purchase date of the subscription. We are committed to continuous enhancement and will take your concerns into account as we work towards providing a better genealogy research experience.
At MyHeritage, we strive to provide our premium members with a comprehensive suite of features to enhance their family history research, and there are several different types of memberships available. The Premium plan includes features such as adding to a larger family tree and matching to other trees in our database. If this specific membership does not align with your research goals, the Data Subscription provides access to billions of historical records that are continually growing to enhance your research capabilities.
I'm sorry to hear that you have not been able to fully utilize your membership. I would like to assist you further and ensure you are able to make the most of all the benefits included in your membership.
Please feel free to contact me directly at rafael.vipsupport@myheritage.com. I would love to delve deeper into your research goals and provide tailored assistance to ensure your needs are effectively met.
Sincerely,
Rafael
MyHeritage Support Team
Be extremely careful if you purchase an extended plan. They are ALWAYS automatic renewal. Mine went from $87. To $299. Because I apparently did not read small print. Have no idea how I missed it, as that is something I always do. Nor do they tell you that renewal rates will be 4 times higher.
Dear Charlene,
I am sorry to come across your low-star review and I will do all I can to help.
We are constantly improving our services and products, introducing new features for genealogical research, adding new documents archives to our database, performing scientific research to improve the DNA results, and doing everything possible to provide you with the best tools to aid you in your work. In addition, MyHeritage, like most companies, has to adapt its pricing to currency exchange rates. Therefore, the prices for the subscriptions may change accordingly.
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 if you were not aware. 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.
I'd like to personally look into this issue and assist you. Therefore, please e-mail me from your registered e-mail address at rafael.vipsupport@myheritage.com so assist you with this as soon as possible.
Please also include a link to this review in your email.
Sincerely
Rafael
MyHeritage
I payed in october, today is march 1 and i am yet to receive sny information regsrding my dna test. It's absurd. There is no esy to complain or comunicate eith this company.
Dear Fred,
We're truly sorry to hear about your experience and the delay you've encountered in receiving your results. I will do all I can to track and investigate what happened.
Regrettably, MyHeritage has limited control over postal services, occasionally resulting in delays or even worse lost packages, despite our diligent efforts.
Please know that your DNA results are guaranteed to be processed and if your kit is lost, we will promptly replace it for you.
Regarding your DNA kit, while most samples from abroad typically arrive within about a month, occasionally, it might take longer. Typically, samples arrive within 44 days. However, since it appears you've been waiting longer, there's a possibility your kit may be lost.
I've reached out to you via private email. Please respond to that email so we can work together to resolve this issue promptly.
Best regards,
Rafael
MyHeritage Support Team
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.
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
Miałam włamanie na pocztę, która została dla mnie zablokowana przez hakera. Na tę pocztę dostawałam kod weryfikacyjny umożliwiający mi dostęp do moich kont na MyHeritage.
Od kilku lat jestem administratorem konta utworzonego przez mojego zięcia oraz konta utworzonego przeze mnie. Posiadam zarejestrowany zestaw DNA. I przez włamanie nie miałam do tego dostępu.
Utworzyłam nowe konto z nowej poczty, ale do starych nie miałam dostępu. Kuzynka zaprosiła mnie na moją witrynę, niestety zmieniła mi ustawienie oraz moje nazwisko i miałam dostęp tylko do małego fragmentu jednego konta.
Jakoś sobie radzę z komputerem, ale zbyt biegła nie jestem. Poprosiłam Zespół Wsparcia Technicznego MyHeritage o zajęcie się moim problemem. Bardzo szybko była odpowiedź i reakcja. BarbaraV instruowała mnie dokładnie, co mam robić. Udało się zmienić adres starej poczty na nowy. Mam dostęp do wszystkich informacji. Moje drzewa są naprawione. Mogę korzystać z MyHeritage bez przeszkód.
Bardzo dziękuję za pracę wykonaną przy odzyskiwaniu mojego konta. Gdyby nie pomoc Barbary, nie byłyby dla mnie dostępne. Obym nie miała już więcej takich problemów, ale już wiem, że na profesjonalną pomoc Zespołu Wsparcia Technicznego MyHeritage mogę zawsze liczyć. Dzięki pracy takich osób mogę czuć się bezpieczniej. I, jeśli taka będzie potrzeba, na pewno z tego skorzystam.
אתר מדהים, שירות תמיכה מעולה, ממליצה בחום לחבריי ומשפחתי ליהנות מכם. תחושת שלווה, יש על מי לסמוך. התמיכה היתה מועילה עניינית ומקצועית. תבוכו במעשיכם. יש מה ללמוד מאנשי המקצוע שלכם. החלפת כתובת מייל חשפה אותי לאילן שלי.
I asked for a refund and cancellation last year, and only received a partial refund.
This year, this week, despite having already cancelled, I received another ~100 $ bill.
Dear Felipe,
I'm sorry to find your low star review. If you have cancelled your subscription than you shouldn't be charged. I'd like to investigate what happened and assist you with resolving this issue as soon possible.
A membership with MyHeritage can be canceled at any time by simply logging into your MyHeritage account. It can be done by Navigating to your name in the upper right-hand corner of the page and selecting ‘My Purchases’ while logged in online. It's possible that you may not have been aware of this option.
If, however, you forgot to cancel and are within the 30-day window from the initial purchase date of the subscription, a refund is guaranteed. That said, it is understandable that circumstances may arise, and we're here to assist you with the process for requesting a refund if that is what you choose.
Your feedback is important to us and I would like to assist you with resolving this issue. Therefore, I kindly ask you to provide additional details so that I can locate your registered account with MyHeritage.
Therefore, please e-mail me directly at rafael.vipsupport@myheritage.com so assist you with this as soon as possible.
Please also include a link to this review in your email.
Sincerely
Rafael
MyHeritage support team
I was in My heritage DNA since 2022 were the change of services was $50, this year the changed me over $300 even do I wrote to customer services to cancel the SCAM subscription.
This is an scam, there is not update since 2022 to now. Processing charges without providing services. I called then and emailed many times to get my money back without luck.
They are scams
Dear Claribel,
I'm sorry to find your low star review. We want to assure you that MyHeritage is committed to ethical practices and operates within the bounds of the law.
It seems that you were unaware that you can cancel your trial online and incur no charge. In other words, a trial membership with MyHeritage can be canceled at any time by simply logging into your MyHeritage account. It can be done by Navigating to your name in the upper right-hand corner of the page and selecting ‘My Purchases’ while logged in online. It's possible that you may not have been aware of this option.
If, however, you forgot to cancel and are within the 30-day window from the initial purchase date of the subscription, a refund is guaranteed. That said, it is understandable that circumstances may arise, and we're here to assist you with the process for requesting a refund if that is what you choose.
Your feedback is important to us and I would like to assist you with resolving this issue. Therefore, I kindly ask you to provide additional details so that I can locate your registered account with MyHeritage.
Therefore, please e-mail me directly at rafael.vipsupport@myheritage.com so assist you with this as soon as possible.
Please also include a link to this review in your email.
Sincerely
Rafael
MyHeritage support team
I wanted to download my raw DNA file and attempted to do so using the instructions listed on the MyHeritage website. The option to download was not there. I then attempted to find out why this is by contacting their customer service but it only gives me the option to use the knowledge base which gives the same instructions that don't work. In order to speak or email a customer service representative you have to pay and go premium. Stay away from this company. Their results are basic at best and you cannot do anything with YOUR DNA as they keep it under lock and key evidently.
I have been trying to find a branch of my family tree where we have lost touch over 90 years ago. As a result, I am looking for genealogy sites that can possibly identify links, documents, information that can assist in my research. Before committing to any purchase, I have a few key areas that I test and work through to confirm if any of these sites are viable and worth my time and money. I have not purchased this product but I participated in their "trial" offer and the fact that they do not provide the full experience causes suspicion. Anything of worth that I wished to review, required a payment of some kind. I don't think they can deliver on what they're trying to make you think they offer. I found that they only provided a basic level of service in the trial offer and were trying to UPSELL on everything else. They also indicated that there were links to additional information in my tree. I found each reference was something where I had already done some simple internet research and had already found this information. The emails were "baiting" me with information that I knew went nowhere. So right away I was turned off by that.
The emails that I keep receiving that are supposed to provide additional information on people that I am looking into, is all pulled from other websites that I have already found. They do not provide any new information that I am not already aware of. The data mining that they do is no different than I have been able to do myself. There is no "value add" that I can see that is provided by this and based on other reviews that I have read, I would not provide my billing details even if you offered it to me for $1.00
I have tried the photo restoration and colourization and I will say that these tools are of benefit. They do provide decent upgrades to older photos.
Hello Christine,
We are sorry to read your low-star review and about your experience.
We are glad that you tried our free trial subscription as this does give you, the user, a taste of the benefits that the subscription provides.
After reading your review, it may be possible that the free trial that you started, was not the subscription you were looking for. At MyHeritage.com, we have a number of subscriptions that function in different ways, such as, our Data subscription.
This particular subscription gives you access to paid collections, documents etc, that you would not be able to access without it.
A family site subscription on the other hand, will provide you with a number of alternate options that pertain only to your family site and the tools/benefits available at each subscription level.
This way, we are hopefully providing a wide range of tools to help advance your family research, and you as the user, can tailor make your membership with us to suit your needs.
If you wish to discuss the subscriptions further, or to find out which would be the best for you, please feel free to write to shane.vipsupport@myheritage.com
Kind Regards,
Shane,
MyHeritage Team.
A few years ago I tested and part of the ethnicity showed north African and Nigerian. I rechecked it yesterday and that part disappeared
Useless scam. Doesn't really work at all. Very expensive and they charge 179,50€ a year from your Paypal account without notice, and it's impossible to get someone to answer your emails. Seems that their only goal is to cheat elderly people.
They are trying to take money outta my account over and over for nothing. The sight says I have no subscription. This is bull $#*!. I've payed for the DNA part and nothing there either.
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Similar businesses you may also like
See more Genealogy Businesses
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Dear Peter,
We're sorry to hear that our DNA testing service did not meet your expectations.
Regarding the inclusion of specific ethnicities, it's important to understand that genetic similarities transcend country borders. England's rich genetic history, shaped by many migrations, contributes to the diverse DNA makeup of its population.
One possibility for the Italian component showing up in your DNA could be due to genetic overlap or shared ancestry with populations from Italy. It's not uncommon for neighboring regions to have historical connections or migrations that leave genetic traces, even if there's no direct known Italian lineage in your family tree.
Building your family tree on MyHeritage and integrating your DNA research with genealogy opens up a world of possibilities, helping overcome barriers, confirm relationships, uncover previously unknown relatives, trace our ancestral origins, and reunite long-lost family members.
I'd like to ensure you get the most out of your research and would be happy to investigate your DNA results to provide you with a better analysis.
Please email me directly at rafael.vipsupport@myheritage.com if you are interested. Kindly include a link to this review in your email to help me identify your feedback promptly.
Sincerely,
Rafael
MyHeritage