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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 asked for help to discontinue my annual subscription. I was pleasantly surprised at the professional assistance I received from Bert. Not only was Bert willing to assist me, he clarified some of my misunderstandings about the website. I had not accessed nor posted info onto the My Heritage site for over 2 years. Bert helped me understand that I would still have access to my account and even helped me to delete another account that was a partial duplicate I'd created long ago. Now I am eager to update and clean up my family tree, thanks to Bert. I have to commend the efficient and friendly customer service I received at My Heritage. Thank you!
Date of experience: October 16, 2018
Seamless. They did all the legwork…all I had to do was trust them.
Date of experience: August 7, 2024
I think MyHeritage is misleading. It says it's free but then only allows you to add 200 names before you have to pay them money. If I had known they were going to charge to use what they had advertised as a free website I would not have wasted my time adding ancestors. I was not warned about what it would cost until I had added 188 names. This was a lot of work on my part as I had added not only information but photos as well. They need to state up front what they are charging to use their site.
Date of experience: November 22, 2015
The response time to my enquiry about the subscription cost was too long. My question was not complicated and should have been responded to more quickly.
I have been billed for my subscription at a rate higher than quoted in the response, $409 vs. $389 CAD, and I find this increase unacceptable.
A refund of the difference would be appreciated.
Date of experience: December 30, 2022
I created account there one month ago, and choosed a free subscription which is shown in my account. Then I bought two DNA kits there. After one month they charged 121.77 euros from my bank account. I didn't make any purchases or subscriptions from MyHeritage that day. So, they stole money.
As for now, I don't know if they will stole more money, as they have my bank card details. And for sure I can't trust data they provide, as I see their main goal to stole money from customers.
Products used:
DNA test kit
Date of experience: May 26, 2023
Hello Anna,
Please note that once you enter into a free trial subscription, or purchase a full years subscription (Site or Data), you are sent a "Thank you" email to your registered MyHeritage.com email address.
Within this email, there are listed the benefits of the subscription and also instructions on how to cancel the automatic charge at the end of the free trial period also shown is the renewal price for the following year.
We do however understand that these emails may be routed to a junk or spam folder and therefore get overlooked.
With that in mind, I would be more than happy to assist and follow up with any questions or problems you may be having.
Please contact me at Nikolina.vipsupport@myheritage.com from the registered email address of your account at MyHeritage. In addition, please provide a direct link to this review.
Thank you,
Nikolina, MyHeritage Team
I have found this website easy to use and would definitely recommend it.The myheritagesupport team have been exceptionally helpful with a recent problem I had after my computer broke down. Lots of data missing and unable to log in.
Sent an explanatory email to the support team and, hey presto, problem solved. I am very grateful to have my family tree details restored.
Date of experience: February 10, 2014
I am not the most knowledgeable about computers so had some issues in my family tree. I spoke to someone on the phone who was very nice, but could not help me and referred me to Tech Support. They are not very swift in responding back, but they were able to tell me how to resolve my problems after several emails back and forth.
I appreciate their help.
Date of experience: January 10, 2018
Who needs to know the second cousin of a great great grandmother? Give the user the ability to select which ancestors of a matched Tree is downloaded onto the receiver's Tree. As a receiver I am really only interested in 4th generation or more in the direct line; I haven't got time to fiddle around with non-direct ancestors from the 1600's say.
Date of experience: May 9, 2016
I cancelled my subscription. Only for me to find out they had not cancelled it. Retraced my emails they actually said they going to bill me £75.00 as this was 25% of the original price. Which i was confused, checked my statement they had billed me £90.00. The whole thing is a rip off. Right now I am waiting for a call I want my money back, this is disgusting. Waiting for a response. Check facebook there is a page for them caller ALERT SCAMMERS
Date of experience: June 6, 2016
Dear Adeola,
Thank you for your review here on SiteJabber.
Would you be so kind as to write to support@myheritage.com from your registered email address and also place my name in the subject field of your email.
This will ensure that you are forwarded to me and I will look into this matter personally for you.
Thank you for your cooperation and I look forward to your reply.
Kind Regards,
Dean,
MyHeritage Team.
MyHeritage works great. It looks great, and is easy to work with, adding pictures, entering data, etc. It is very responsive and keeps you busy sending you Discoveries and Matches. A couple of weeks ago something started blocking me from getting into my Tree. I contacted MyHeritage and Yahuda patiently guided me through the problem and I am now back in business. Thank you for being very responsive.
Date of experience: June 21, 2016
Using MyHeritage, I was able to re-establish contact with a family in the UK to whom we had lost any connection seveal decades ago. This was just great! Customer service was also very helpful and responded within a short amount of time, in spite of the Christmas holidays.
Date of experience: December 31, 2014
My adopted daughter and I went to MyHeritage.com to explore membership for her. They ask you for information (names of parents), ask you to import a family tree from sites like Ancestry.com, etc. Kind of hard to do if you're adopted and don't have any of this information. Nowhere on the MyHeritage site did we see the option to simply join and get a DNA test kit. They did offer a trial membership, but that required giving the same information about parents, etc. too. Ancestry.com on the other hand was very easy to join. We considered MyHeritage.com based on reviews saying that it gives more information in regards to European matches. Oh, we also tried contacting MyHeritage Support. You either have to log in as a member, or create a membership using the information that an adopted person probably wouldn't have. No way to actually contact someone.
Tip for consumers:
Sticking with Ancestry.com for now. If MyHeritage.com ever makes it easier for someone who doesn't have information about their families or ancestors to join or easier to at least ask a question, we'll consider them again.
Date of experience: November 4, 2023
Hello Nick,
Please note that MyHeritage is free to sign up to and the free trial you do not have to accept.
With regards to our 7 steps of information that you are prompted to enter, you may skip over these and simply create a family tree with only you in it.
You should then be able to to purchase a DNA kit if you wish to do so.
If you need any further assistance or have any further questions then please feel free to write to me to shane.vipsupport@myheritage.com.
Kind Regards,
Shane,
MyHeritage Team.
Contacting your company for help has (phone) been difficult. Message I got were Phone lines were down
Trying to get help via computer is terrible. Right now I can no longer get into my family tree, because I did do what was Suggested via my last phone call.
Date of experience: December 25, 2017
Dear Richard,
I'm sorry for the inconvenience and will do all I can to assist.
In order to help, I need to first locate and verify your account.
Therefore, please e-mail me directly at rafael.vipsupport@myheritage.com so I may assist you with this as soon as possible.
Kind Regards
Rafael
MyHeritage
I appreciate the 24/7 live assistance. I really do not have the time to delve into this study at this time. If I did, I would appreciate a 30 day free trial for the more in-depth subscriptions available.
The customer support was effective and efficient.
Thank you, JP
Date of experience: June 16, 2019
After a year's lapse in working on my family tree, I had forgotten much of the limited knowledge that I had in genealogy. I couldn't even get started, for several major problems became apparent. A member of your support team, Megan, gave excellent assistance in resolving these issues. With renewed confidence and a clear path ahead, I am looking forward to making great progress in my family research. I am grateful for the help given by the My Heritage support team.
Date of experience: March 10, 2018
I recently had my heritage results I was very pleases with them. My friends are very interested in having the d. N. a testing, i encourage them to go ahead it is so exciting, very helpful over the phone They cleared up a doubt i had no i understand things much better... Bob
Date of experience: July 17, 2017
I've been with Ancestry.com for a while and found the site to be quite good, but didn't like the layout of the family tree. My Heritage look better in this respect so I joined up.
Within minutes I realised my mistake. The initial payment just seem to cover the use of the site and you have to pay extra to see any records. I spent five days trying to cancel, in the end getting a phone call offering me a free MONTH!
When I tried to get my subscription returned, I was told it had already been 'activated'. I have cancelled my membership - I hope!
In future I will stick with the very helpful (and free) LDS and Ancestry.
My Heritage -? AVOID LIKE THE PLAGUE!,
Tip for consumers:
DON'T
Date of experience: September 26, 2016
Dear Susan,
Thank you for your review here on Sitejabber.
Would you be so kind as to contact me via support@myheritage.com from your registered MyHeritage 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.
08/29/2022
I sent a kit on 07/19/2022 (6 weeks ago) and have not had any reply. No way to contact myheritage through their website. Service to be avoided.
I saw that the technical service here "tries" to help and I wrote an email to "paul. Vipsupport", one week ago and still no reply.
Date of experience: August 29, 2022
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.
Date of experience: April 20, 2024
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 was very impressed with the way this young Lady helped me she was a real help in explaining about the DNA test I wanted to order. A very Rare thing these days... such a Friendly Helpful and Patient Person... Great Service My Heritage. Thank you George Weiss
Date of experience: August 13, 2019
Today I spoke with Marianne and she was very helpful in export and import of a tree to my web site. She gave me an opportunity to ask questions but I did not know of any. Later, when opening the site, I found I did need to ask about "you are not a member". I called again and talked with James who promptly explained and guided me to a solution. It is certainly a pleasure to have such patient and knowledgeable team members. Thank You. Maylene (Smith) Cobb
Date of experience: May 2, 2017
I was so excited about this new site and its layout. I hoped to learn about my ancestry from different sources not previously tapped into at another site. That was the promise made to me, and that was the reason I was willing to pay another large sum of money for such sources. I just got blank walls requesting upgrades at a cost of $119.95 (approx.) MORE to learn any new POSSIBLE hints of information about my relatives. What a SCAM! I will request a refund! If I don't get it, I will plaster the Internet with the true worth of MyHeritage.com
Date of experience: May 31, 2016
Dear Darlene,
Thank you for your review here on SiteJabber.
There are several subscriptions that MyHeritage offers, such as a Premium or Premium plus site subscription and a Data subscription to research historical records and content.
Please allow me explain the differences between the subscriptions available to you.
When you upgrade one of your family sites to a MyHeritage Premium subscription you get:
* Extended storage for family photos, videos, and documents online.
* Priority support to get fast answers.
* Family Tree Builder Premium – Smart Match Merge, All-in-one charts and interactive maps.
* Special features like Timeline.
* Enhanced Smart Matching – confirm and reject matches, contact Site Manager, automatic merge.
* Access to the MyHeritage family sites and members collections in SuperSearch to boost your research.
The collections available to you as a Premium family site subscriber are as follows.
1. MyHeritage Family sites.
2. MyHeritage members.
When you upgrade one of your family sites to a MyHeritage Premium Plus family site subscription you get:
* Unlimited number of people to grow your family tree.
* Unlimited storage for family photos, videos, and documents.
* Priority email support to get answers quickly.
* Family Tree Builder Premium – Smart Match Merge, All-in-one chart and interactive maps.
* Special features like Timeline and Timebook.
* Enhanced Smart Matching – confirm and reject matches, contact Site Manager, automatic merge.
* Premium Record Matching to find exciting historical discoveries.
* Access to the MyHeritage collections in SuperSearch to boost your research.
The collections available to you as a PremiumPlus family site subscriber are as follows.
1. MyHeritage Family sites
2. MyHeritage members
3. MyHeritage family tree individuals
4. MyHeritage photos
Through the SuperSearch we also provide access to external records however to view these records requires payment and therefore you would require an extra subscription.
The subscription that will allow you access to these external records is a Data subscription.
A data subscription is an annual subscription that allows you full access SuperSearch and Record Matches.
I trust this has proven useful to you and for any further assistance then please feel free to contact the support team from your registered MyHeritage email address to support@myheritage.com.
Kind Regards,
Dean,
MyHeritage Team.
It's my 2nd call to MH for 2 totally unrelated? Both support persons were quick and clear in their instructions. I like best they sound personable not like drones and they're definitely not reading from a script; they know the software and are identifying me in their answers. Lance was my support help today
Date of experience: June 7, 2018
Maya helped me I had a problem getting a report to print in the right order. The other day I followed advice but it didn't solve it. This time Maya was great she worked on it and had the solution pretty quickly. All sorted now.
Date of experience: February 13, 2018
I just purchased my kits and had a few questions. Contacted customer service and chatted with a very nice rep (Kayleigh) who helped me out tremendously. She truly showed that she cared! I highly recommend my heritage, especially due to the wonderful customer service experience I received. Thank you so much I appreciate it!
Date of experience: September 8, 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 Jim,
Thank you for your review on SiteJabber.
Upon creating an account at MyHeritage, you are presented with the option to choose a subscription for your new family site. Here you can see the different plans that we offer, including the basic (free) plan with it's limitations.
Please note that with a free plan, you have less storage capacity and you will not be able to make use of all the resources that are available on MyHeritage, such as Smart Matches and Instant Discoveries.
Should you wish any further information, please contact us directly by sending an e-mail to support@myheritage.com and place my name in the subject line. This way your e-mail will be forwarded to me and I can personally assist you.
Best regards,
Thamar
MyHeritage Support Team