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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 have been using MyHeritage to compile my family tree and recently ran into a few problems when upgrading my subscription. I sent a message to Dean who contacted me the next day to explain in full what had happened and even offered me a years subscription free! Now that's what you call service and I am delighted I can carry on researching. Well done Dean!
Date of experience: July 27, 2015
I first downloaded this onto my PC. It was easy to understand and I love the fact that I can visit my family members and find new information and update my tree using my app, on my phone instantly. Instead of writing it down or waiting to get back to my PC. They include adding adopted parents which is great. Customer service is excellent. Highly recommended.
Date of experience: August 15, 2017
As a senior citizen with little computer experience, I hesitated to undertake creating a Family Tree. But since this will be part of the legacy I leave my family, I jumped in despite a great fear of failure. What a wonderful surprise to encounter the most professional & courteous reps to rescue me when I get lost, without making me feel foolish. So far, I didn't ONCE have to call a grandchild to help me! Best ever!
Date of experience: February 12, 2017
Emailed MyHeritage support re my problems and received a response relatively quickly. It has taken a bit of time to solve the issues but the person assisting (Jonathan) was ever helpful and patient. The issues were fully resolved. I don't know what caused them or how they were fixed but I assume it was a fix within the online database.
Impressed.
Date of experience: May 28, 2018
Purchased 2 kits (me and my husband). Got the results last Friday and was very excited about the results and shared with my entire family. 2 days later when I went to print my results, results had changed for me and my husband! Never got a notification that new results were published. Customer support said they recalculated all kits processed after a certain date. I don't know how DNA can change and I can't believe either of the reports. Not a credible company. Waste of money. Apparently everyone on the planet is part Nigerian.
Date of experience: February 6, 2018
I started using Heritage after belonging to another site for many years. Right off the bat I started finding records that I had never seen on my other site. It was well worth the membership. Their customer service has been terrific. And I have felt they have gone out of their way to welcome those of us who have drifted over from their competition. They make me feel like a valued member. The software is quite elaborate, and pretty user friendly. The site is user friendly as well. I'm really glad I checked out this site, and I have been a happy customer since.
Date of experience: February 22, 2016
The support team was extremely friendly and super-quick to solve my queries. It exceeded my expectations:)
I think though that the automatic subscription renewal notification could be more clear, but the team is very understanding about this and are ready to help :)
Date of experience: July 30, 2019
Laurie from My Heritage Support Team is awesome. She was always professional and resolved my issue in a timely manner. She kept me informed throughout the whole process. I'm glad to have her on my side. Laurie, you are the best. Thank you.
Date of experience: January 10, 2019
I received very personalised service from My Heritage. I needed to be rung back over renewal of my subscription, and ended up being rung back twice as I was unable to take the first call and both calls were made at exactly at the time agreed upon. It was important that I didn't miss these calls as I receive a lot of nuisance calls at home so don't always answer my phone. I was impressed with the politeness and warmth of this My Heritage staff member.
Date of experience: May 7, 2019
The MyHeritage support team are the best!. Polite, patient and ever-supportive. As an "older", rather inexperience computer user, In the past few years I have had several problems which I have been unable to resolve but, invariably, when explaining the difficulty and asking for help I have been well-served. Thank you Dean for advice on the last issue.
Date of experience: January 10, 2015
Had a great encounter with their customer service the other day. They really did their utmost to accommodate my requests and I ended the call pleasantly surprised by the amount of help that I received.
Date of experience: January 23, 2017
Had an issue with my new complete membership being assigned to my wife (dec'd) instead of me. I was very confused because of the two memberships. The CS rep talked me through the entire process, unhurriedly, with complete success, even down to the assignment of both our DNA kits, having both trees accessible, with linked DNA. And, no increase in the price, which I had actually expected. A happy customer.
Tip for consumers:
24/7 CS is unheard of. But, Myheritage has it. And, I got through immediately to someone who spoke excellent English.
Date of experience: March 14, 2018
Good afternoon, I want to congratulate you for such an excellent job, it seems incredible to me to be able to gather a great family in one place and all with the help of you, we are very happy with the tree and we hope that you will continue collaborating with us as until now. Thanks a lot.
Tip for consumers:
Very Good
Products used:
MyHeritage
Date of experience: April 26, 2020
I had an issue with a file I could not find after not using the software for some years. The support service has been great trying to help in every possible way. Even if the lost file could'nt be found, I have been satisfied by the involvement of the the three persons that handled my issue. They also offered a free backup service as a compensation. Greatly satisfying support service.
Date of experience: May 6, 2020
Talked to marcus and he got me straighten out... good to work with... and love the info that I get on My Heritage... helps me out a whole lot when getting so many cousins on line...
Thanks connie fry
Date of experience: September 27, 2017
Can't get hold of this company sent 11 emails and no reply.
My bank is now looking into this company to hopefully receive a refund.
I've found a UK number instead of calling their USA number.
*******622
Date of experience: June 19, 2015
Dear Sabrina,
Thank you for your post here on SiteJabber.
When a user at MyHeritage enters into a subscription contract either a free trial data subscription or regular site subscription, you are sent a 'Thank you' email which notifies you of the subscription you have entered into.
Within this email it also shows you the charge that will occur either after the 7/14 day free trial for data, or the following year for a family site subscription. The email also explains to you how to go about cancelling the automatic charge for the subscription.
Although these are emails, they are classed as legal business documents and therefore the responsibility falls on the subscription taker.
Having said that I will be more than happy to assist you with any inquiry you may have and I invite you to contact me at support@myheritage.com from your registered email address and place my name within the subject line of the email.
This way you will be forwarded straight to me an I will help you with any questions or problems you may be facing.
Trusting this has proven useful to you and I look forward to hearing from you.
Kind Regards,
Dean,
MyHeritage Team.
Everytime I call - it has been often lately - they are very very helpful in guiding me to fix my mistakes, or add adopted children. This last time it was Megan., who was very patient with this old great grandmother!
Date of experience: June 30, 2018
This review concerns the ordering process of the dna kit and getting help from customer support. Ordering online was easy and straightforward and the process went exactly as advertised. When I wrote to customer support asking about activating a kit for someone else Carol Ann replied within 24 hours with all the information I needed, and when I then wrote back with another question she answered that very quickly as well. They deserve all the praise and stars they get!
Date of experience: July 15, 2019
My account automatically renewed & I was charged twice on the same day. I was also automatically upgraded to (and charged for) the premium service, which I did not want. Within the "account Settings" there is no way of opting out of the automatic renewal. If you don't cancel your account you will be paying forever more. There are no choices for opting in or out of add-ons or additions. There are no contacts on the web site other than the contact form.
I have sent numerous emails to the company, only to receive automatic replies telling me they'll contact me soon. VERY POOR!
Date of experience: October 24, 2014
Do yourself a favor and DO NOT EVER BUY their DNA kit. They never shipped mine. I have this tracking number from DHL which was ongoing for about 2 weeks. And after that, they suddenly removed the tracking number. +++ YOU CANNOT CONTACT THEIR SUPPORT ASAP. They have a useless Contact Us section on their website! How I wish i can rate this with 0!
Date of experience: November 6, 2023
MyHeritage were very helpful and clear in making suggestions to solve my problems.
Many of the issues seemed to be caused by using Safari on my Mac laptop, because it was suggested that I use Google Chrome which suits the MyHeritage system better. I was also using two different computers to manage the Family Tree and that caused a conflict for the site.
I appreciate the quick response and help from the MyHeritage team. Many thanks to you all. Bernie Thomas.
Date of experience: December 15, 2021
Wonderful customer service. Called them twice in one night and both people I spoke to were lovely and friendly. Had a brief but helpful conversation with both. It was really refreshing to speak with a real person, not a scripted automaton. It is also really useful that their customer service is 24hr as I tend do a lot of genealogy work in the late hours.
Date of experience: February 13, 2019
Being a member of MyHeritage and using the site often I almost panic when the I received the information that quite some email/passwords could experience difficulties. Very kind and supportive executive in every moment the conversation. My compliments! Beyond my expectations waiting on the service line.
Date of experience: June 12, 2018
The site was not helpful. I use another site and received better results.
If you take advantage of the Trial membership make sure you are not 10 hours late cancelling because they will take the entire yearly price. Then offer you 25% back.
Poor Customer Service
Date of experience: March 15, 2016
Dear Trae,
Thank you for your review here on SiteJabber.
When you enter into the free trial you are sent an email notifying you of this and also within the email is explained that at the end of the trial period you will be charged for a year's subscription, also that if you wish to stop this that you should contact us.
Having said that I invite you to contact the support team from your registered MyHeritage email address to support@myheritage.com and the team will be more than happy to assist you with any problem you may be having.
Trusting this has proven useful to you.
Kind Regards,
Dean,
MyHeritage Team.
I've waited for over a week and sent multiple examples of the problem I having. My question had not been answered and I still have multiple duplicates in my family tree.
I was expecting much more than this and at least someone to call me back. I spent ages on the phone describing this issue and emailed examples.
Not happy with this at all.
Paul.
Date of experience: April 23, 2020
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 Susan,
I'm sorry to read your low star and will do all I can to help.
Your concern is well understood and I'm sorry for the misunderstanding.
To what I know, there was a glitch that affected the comparison of raw DNA to specific ethnicity references for a few people. This didn't affect your raw DNA data but it did affect the reference calculation for your estimate.
We are well aware of this glitch and I am very sorry for the confusion and misunderstanding as we work to better our Ethnicity Estimate algorithm to ensure a better and more accurate estimate for the DNA research community.
That said, I would like to examine your results and report any errors with it to ensure the progress of your research. Unfortunately, I am unable to locate your MyHeritage registered account under the name Susan M. That I see here on site jabber.
Please contact me directly at rafael.vipsupport@myheritage.com so I may examine and report any possible errors with your estimate as soon as possible.
You are already my first priority today and I will be looking for your e-mail.
Kind Regards
Rafael
MyHeritage