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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 Heritage now over 2 years, and have complained many times about it unable to "find and sort duplicates" the "merge" I have been told that it is all being sorted, but its not happened after 2 years. If they do not sort it out by the end of my contract, I will cancel and refuse to pay, as it is its expensive for me as a pensioner.
I have 3 trees written by cousins, and I want to merge them, but cannot do it properly in Heritage, which is very frustrating.
I have never found much European records, and this does need to be expanded, but to be honest its better than Ancestry for this.
Date of experience: April 16, 2016
We spoke to a DNA Specialist Daniel E. My husband and I were highly impressed with him. Daniel E. Explained to the best of his abilities about our heritage in which we were amazed at what he knew he was excited explaining it to us, which made us feel like we were on a exciting adventure. Daniel E. Is a patient and kind person to talk too, never rushed us at all. We learned a lot from him. Also he said we can call him back anytime whenever we had a question. Thank you so much for your time and understanding Daniel E. It was pleasure talking to you. Peggy and John
Date of experience: August 14, 2017
This site has almost no information. I got so frustrated I decided to see what they had and I literally could not even find MYSELF. Absolutely no information. Also, got about 3 emails per day trying to sell me something else. Spent about 45 minutes on hold trying to cancel my subscription.
Date of experience: May 31, 2016
The package is far more bigger than I expected when I started with it. I started my search without MyHeritage back in 1976 a manual labour intensive process. It was a straight through process with only directly related relatives of mine. MyHeritage helped me to do all the branches big and small.
Date of experience: April 6, 2017
This is a RIP OFF company. I bought a subscription and then was unable to view my own grandfathers' records unless I paid more money! I called to complain and the 'Customer Service' Rep told me sorry, you don't get your money back. You have to pay, we are right, too bad lady. Third world country crummy service rip off artists. Stay away. Their 'records' are inaccurate anyway. I paid with Pay Pal and Pay Pal gave me my money back. Shame on your My Heritage.
No, you are not a friendly company. The woman I spoke with was rude and unhelpful, that is why I posted the review. All I wanted to do was access my grandfathers' records and I was told I could for another 9.95 a month. I had a subscription already. RIP OFF.
Date of experience: September 4, 2018
Dear Tom,
I'm sorry to find your complaint and I would like to genuinely apologize for the treatment you have received.
I'd like to clarify that offers a money back guarantee and I'd like to ensure you recieve a full refund by all means along with the ability to view the record you were searching for.
More importantly, I would like to investigate with whom you spoke with as soon as possible to forward it up the chain of command to ensure a better experience for the millions of our members.
We absolutely value every single one of our genealogy researchers and hope that you will allow us to make up for this disappointing experience you have reported.
Please write to my inbox personally at rafael.vipsupport@myheritage.com so I may verify your registered account and ensure this is handled as soon as possible.
This issue is already my top priority here and I'll be looking for your e-mail.
Sincerely Yours
Rafael
MyHeritage
I have had difficulties creating a book report. The lady was marvellous. She offered advice & when she was unsure of an answer, she went to a more senior consultant. Refreshing to meet a person who will follow through on an enquiry until a solution is reached. Well done!
Date of experience: December 19, 2017
All I can say is, "Ancestry.com has nothing on this place! I recommend this website above all the others because they have fast and extremely efficient customer service. Their prices are much much lower and they do all the work for you quickly. Don't go anywhere else, just Myheritage.com
Date of experience: February 3, 2018
Today I needed assistance to do with my account at My Heritage. When I phoned My Heritage a Lady the capital "L" is purposely typed as she proved her royalty through the patience, kindness and intelligence she rewarded me with. Lady Lana truly had to think for two as I was a bit confused a consequence of my lack of youth and illness. My Heritage is awesome and if you have a problem do not hesitate to call them for help. When you do please remember to have your account number ready and they will look after the rest.
Regards
Margie
Date of experience: January 12, 2019
It is always a pleasure to deal with MyHeritage technical support people. Everyone is friendly, helpful, professional and most importantly, answer my questions and solve my problems without any hassle.
Date of experience: August 3, 2018
Like several other reviewers, I was a day late cancelling the free trial and immediately sent a polite refund request to support team via the Contact form on their website.
I received a phone call the next day from an employee called Samuel, who continued to try to sell me the product and refused me a refund on the grounds that "the terms and conditions were in the e-mail you were sent".
He eventually offered a 20% refund, spouting the same lie he appears to have told other users here that this was a "special deal".
As another user has pointed out, this is not true, as the terms and conditions that users agree to upon sign-up include their refund policy in which they offer a money back guarantee for any unsatisfied customers who request cancellation within 30 days of joining.
I am within 30 days of joining, am definitely unsatisfied, and have now made three very clear requests for my money back. All have been ignored so far, but I do not intend to stop until I get my money back!
Tip for consumers:
Don't sign up for the free trial.
Date of experience: July 13, 2016
Dear C. Q,
Thank you for your review here on SiteJabber.
Would you kindly write to support@myheritage.com from your registered email address and place my name in the subject line. This will ensure that you are forwarded to me and I will gladly look into this for you.
Thank you for your cooperation and I look forward to hearing from you.
Kind Regards,
Dean,
MyHeritage Team.
I thought I deleted myself in the tree.ID 1.
My heritage contacted me, and phones failed twice, but in 3 sessions Sharon was polite and patient to talk about problem, and gave me some suggestions which I could do. Only changing ID nrs is not possible which I can fully understand. But with suggestion I can try it. I contacted my heritage last year and now again they contacted me fast and were helping as far as possible. Thank you Sharon
Date of experience: February 25, 2021
J'ai pu avoir d'autres informations sur l'origine de mes ancêtres qu'il me faudra valider ailleurs, mais avec beaucoup de difficultés à utiliser simplement le site MyHéritage
Date of experience: September 9, 2024
I'm very unhappy with the 'resolution' to my problem. I was on auto-renew, but received NO advance warning that it was scheduled to renew. The DAY it renewed, I called to cancel and request a refund. After 8 DAYS of me calling/emailing, I finally get a callback, only to hear they do not cancel or issue refunds once a subscription renewed. The best offer I got was a reduction in subscription price with a few extra months tacked on. Which, if I'd wanted to keep the subscription, would be great, but I will be paying for a service that I won't use. Very frustrated, and will not be recommending MyHeritage to anyone.
Tip for consumers:
DO NOT keep the auto-renew option unless you intend to keep renewing
Products used:
This is a genealogical research site subscription
Date of experience: March 17, 2022
Thank you to David and Jonathan at My Heritage for the prompt service in sorting out my billing query. It was a real pleasure to work with people who genuinely care and are passionate about what they do
Thanks again
Date of experience: January 3, 2018
I have been embarking on my family search for a year but only made progress when I used My Heritage in the last few months. It seems to have more participation than the others, speaking at least as it relates to my European ancestors. The support has been great as I was a novice user and needed many questions answered along the way. Thanks to My Heritage I have found 2 relatives when hope was lost-- with links to more relatives to follow.
Date of experience: February 10, 2016
My heritage just announced in an email that they were taking this years subscription. There was no previous email to say they would be taking it on a due date in case I managed to block it. Sure enough the payment is pending. I did not authorise this. I managed to cancel for next year. I Loathe this kind of subscription websites. If I can warn the wider population I will
Date of experience: November 25, 2019
Dear Helen,
I am sorry to read your review and would like to resolve the issue for you.
Firstly, I must clarify that MyHeritage informs all of any charge and its price on the automatic e-mail that is sent out after you enroll in a subscription and after every renewal or purchase a DNA kit. Also, one may view the status or cancel an annual subscription at any time when logging in to MyHeritage from the My Purchases page and incur no annual charge.
Your member experience is very important to us and we really do value the satisfaction of all of our members. This is why our terms and conditions read that If you are not satisfied with your purchased plan you may request a full refund by contacting Customer Support within thirty (30) days of the initial purchase date of the subscription.
I would be more than happy to assist you personally with issuing you a full refund. In order to do so, I’m going to need to locate your account.
Please send me a message from your registered e-mail address at shane.vipsupport@myheritage.com so I may assist you with this as soon as possible.
I will be looking for your e-mail.
Kind Regards
Shane, MyHeritage Team
I used this site to build and manage my family tree over the last year. It was easy to navigate the site, update with my family info, and confirm findings that were made based on other Users. After a year, I was not using the service enough to continue for another year however the auto-charge occurred before I cancelled. I reached out to MyHeritage and they reimbursed me within a day - great customer service JB my opinion!
Date of experience: June 26, 2018
I can not believe the way the company does business! I did upgrade to the $299 because I got no where prior! Money Money Money! Constantly in your face wanting it! Then they charged me twice for it! Got refunded for one but still received a notification that my subscription had been suspended! So I am back to square one! Even though they took my $299 and kept it. The way they do that is criminal itself!
Products used:
2 dna kits
Date of experience: August 23, 2022
We bungled our MyHeritage records by creating two accounts for experimental work.
When we had the DNA analysis done for two of us, they were posted to the two different accounts!
We requested that they be consolidated, and the MyHeritage staff were most helpful in achieving this, and told us how we could do such things ourselves!
Thank you, MyHeritage people, for your prompt and effective response to our self-imposed difficulty!
Robert James.
Canberra, Australia.
Date of experience: May 6, 2018
Due to an error in the online payment system, I got charged twice for the same order. I messaged the customer service and I was really surprised (in a good sense) but the speed in which they replied and fixed the problem. I should also mention the politeness of the employee who took care of it. This is true professionalism, thank you!
Products used:
DNA test kits
Date of experience: November 21, 2022
I recently had an issue with My Heritage and the need to change the password and deal with the email breach in Oct. 2017. The staff that comes to the phone comes ready to help no matter what transpires and answer all my questions. I have even gotten a hands on lesson in how to better use the MyHeritage software to do my research. People speak clearly and slowing an with a happy voice. All seem to be more than welling to help me no matter how long it takes.
Date of experience: June 11, 2018
All my genealogy work was unexpectedly deleted for some unknown reason. I called tech support and was put in contact with Jonathon. I explained to him what had happened. He told me he would look into the issue. After several back and forth emails he was able to restore by family history. Jonathon was easy to talk to and he was genuinely concerned about my issue. Thanks Jonathon and MyHeritage for a job well done.
Date of experience: July 3, 2018
Had my husband's DNA done and sent off to have mine done In January. First off they didn't take my name from my order but his and who knows if that caused a problem but since they received my test the first part of Feb. I have received nothing but excuses. Can't get them on the phone. Left a message for a refund and heard nothing. Called again today and got disconnected twice.
Date of experience: March 21, 2019
Dear Susie,
I regret to learn that you were unable to get the support you deserve and I'd like to follow-up on this on a direct basis.
Please know that there is a bar code on the two vials that you've received. Once you activate your DNA kit with the respective code, these two vials will be automatically linked to you. Once a DNA kit is received by the purchaser or the person that received the DNA kit as a present, activation is the first step. Activating the DNA kit gives manager rights for the DNA kit and associates the DNA kit to a person's card in the tree. Please make sure that you've activated your DNA kit. Instructions on how to do so can be found here: https://bit.ly/2MvvMmb
Feel free to contact me via your registered email address at "catarina.vipsupport@myheritage.com" with the details so I can assist you with my highest priority.
Kind regards,
Catarina, MyHeritage Team
I had a bit of difficulty getting a problem solved via their e-mail support.
But today we managed to get it sorted, thanks to Mr. Dean from their Support Department.
This is good and honest company, only suggestion I'd leave is to improve the e-mail support or make the phone support more easily found on the site.
Date of experience: April 11, 2016
My family tree had not been active for approx 10 years and had some quite valuable information which would have been quite hard to replace after the passing of my parents. The tree would not open but after some great help from Peter the support worker it was reinstated and worked perfectly.
Thank you Peter
Date of experience: March 7, 2022
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 J. H,
Thank you for your review here on SiteJabber.
A user can find their own documents in SuperSearch if we have it on our database. For example: if I was born in 1968 in Texas and we have a collection of "Texas Birth Certificates 1800-1970", then I might be able to find my own birth certificate there.
However any information that you already have within your family tree we do not show you as this is information you already know and would be simply a waste of your time showing you this. We will however show you information that pertains to people within your family tree that other users may have within theirs.
Trusting this has proven useful to you.
Kind Regards,
Dean,
MyHeritage Team.