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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
This is the first time I've had to use the 800 number. I had to find out how to change my password (you have to change it on the website and in Family Tree Builder.) Pauline talked me through it efficiently and pleasantly. The problem was solved in less than two minutes.
Date of experience: June 13, 2018
My third contact with support was excellent understood my problem at once and had a solution to my problem, it was fixed in 15 minutes, thank you!
First support contact more or less a disaster, we did not understand each other.
Second support contact suggested what to do but problem still exist.
Date of experience: April 17, 2019
The help and assistance received through myheritage customer service is reliable, clear and understanding. There are a lot of companies selling their products to those of us wanting to research our ancestors, but then we are left on our own to navigate. Myheritage offers help and resources.
Date of experience: May 21, 2018
I had my parents do this with me as it only required a cheek swab which was much easier for them as they are elderly. It took months to get results with excuse after excuse from the company. I got my dog's DNA results faster and she has twice as many chromosomes. Three years later and I'm checking on DNA matches and something is very wrong. Seems sometime in the last three years they company managed to switch the kits on my parents. I'm very familiar with both of their ethnicity results and my Dad has no Scandinavia and my Mom has no Africa. I finally get ahold of customer service and he is useless. He wants me to switch them around. And of course, the minute my Mom has two kits assigned to her, I can't reassign the second.
Not user friendly and managing the tree online isn't very simple. Customer service and support is a joke. For accuracy and ease of use, go with Ancestry. They know what they're doing.
Tip for consumers:
Buy Ancestry instead.
Products used:
My Heritage DNA
Date of experience: September 5, 2022
I like MyHeritage because it is free, easy to use, and collects all my family data in one place. It has only taken a couple weeks to build my family tree and now all my members can help add pictures, dates, and edit any errors.
I would highly recommend this program to everyone who is interested in tracing their roots and keeping tract of their decendants.
Date of experience: August 26, 2015
I had a problem with subscription payments, I paid doubled. I asked for a check and a possible overpayment. There was an exhaustive answer (mail) to me that everything would be done to my satisfaction.
Date of experience: December 4, 2017
There is information on my family completely incorrect. I did the 14 day trial to try to find out why and to correct it.
Got an email the day after it ended and told I was being charged for the year. Emailed and called immediately, told them it sure would have been nice to get an email the day before telling me my trial was ending.
Their response? Too bad.
Has to fight and threaten them to get 1/2 back.
So, here is my response to them taking my money!
Information on my family is wrong, I could find no way to correct it and and I got hammered for a fee.
STAY AWAY!
Date of experience: April 28, 2016
Having done my genealogy along with my father and cousins, we traced our ancestry on both sides back hundreds of years to their English/Scotch/Irish/Western Europe origins; heavily weighted on the British side The MyHeritage results were simply incorrect; 2.7% English. Buyer beware!
Date of experience: July 15, 2017
I joined this site to research more information about my grandfather. Since when I have been bombarded with messages and matches so the tree quickly builds to epic proportions which is totally unmanageable and also its very difficult to read on screen. So I started a new tree and ignored the matches so that I could print out a smaller tree. Couldn't understand how to do it, so emailed the support team and got a speedy response and managed to fix the problem. But it is NOT an easy site for a non-techy person.
Date of experience: April 6, 2016
While I really enjoyed using My Heritage to find out a great deal about my family, I was no longer using it. I thought I had cancelled but was somehow billed anyway. I was expecting a big run around and hassle. Instead, I got my wish quickly from a very friendly lady named Joy.
Date of experience: October 14, 2018
I was having technical difficulties and I called My Heritage for assistance. Not only did I receive the help I needed, I had a very pleasant experience with my customer service rep. He was patient and kind and helped take the frustration out of my problem. If only more companies had people like him!
Date of experience: May 20, 2018
I ordered the test kit before Thanksgiving in 2016. It's now January 2017 and I still don't have the kit. I've gotten several emails from My Heritage claiming that the test kit is "on it's way". Um, not it's not. It's also difficult to contact them on the phone. Run away from this business!
Date of experience: January 4, 2017
Dear Kass,
Thank you for your review here on SiteJabber.
Please contact me from your registered MyHeritage email address to support@myheritage.com and also place my name in the subject line. I will then once I receive your email look into this for you.
Kind Regards,
Dean,
MyHeritage Team.
On phoning the accounts dept of MH I was met with an automated push-button menu that got stuck when I was unable to answer, "what are the last 4 digits of your credit card?" I could not answer as I paid with PayPal. My lack of response pushed me back to the start of the menu, and so on. When I finally got to a live person, my issue was dealt with courtesy and speed. The help person was amazing.
Date of experience: May 29, 2018
I am from Argentina, they do not have a lot of info on South America. They told me I am of Mayan decent, which is crazy. Maybe Inca or a South American native tribe. Both of my parents are from Argentina, so to say that the only kind of native you can be is amazonian or mayan is ridiculous.At least the European half of my DNA seems accurate. But like I said do not bother if your South American! Very Disappointed!
Date of experience: July 6, 2017
Dear Lili,
I regret to read your review and I'm sorry for the misunderstanding.
Your feedback is very important to us and I would like to give you some more insight on how we calculate your Ethnicity Estimate. The results you receive in the MyHeritage Ethnicity Estimate are based on an autosomal DNA test. This test analyzes DNA inherited from both your parents, giving you a range of information about where your ancestors lived before a few hundred years ago.
To estimate your ancestral ethnicity, MyHeritage compares your DNA with the DNA of people around the globe whose genetic ethnicity is known. We call these people the Founder Populations. Currently our genetic models are based on 42 ethnic groups around the world. But this will improve thanks to our Founder Population project, the largest study of this kind ever conducted. More than 5000 participants have been handpicked to serve as references for this project by virtue of their family trees exemplifying consistent ancestry from the same region or ethnicity for many generations. The results of these tests will yield a rich DNA data set. As you may know, there are hundreds of recognized tribes, and they are ethnically, culturally and linguistically diverse. However, the majority of these tribes have not contributed their DNA for research purposes which would allow science to establish better ethnicity models. Therefore, the fact that we did not find the specific Native American DNA you are searching for in your Ethnicity Estimate does not mean that do not have South American Indigenous DNA and it does not mean that in the future we will not be able to give you more precise information about your raw DNA results.
As a side note, along with our estimate, many of our members benefit from the research tools we provide that is integrated with their DNA results such as DNA matching, ancestral surnames and comparing matching family trees to help understand their family story. While estimating one’s ethnicity based on DNA is a relatively new field in genetics, great advancements have been made in the past years, but there is much more to discover.
All in all, I can assure you that MyHeritage will continue to improve our Ethnicity Estimate, based on your feedback, new scientific research, and discoveries.
Please feel free to e-mail me at rafael.vipsupport@myheritage.com from your registered e-mail address if you have any more questions.
I would always be happy to help.
Sincerely
Rafael
Myheritage
Thought i was mostly English, Dutch and Italian. Heritage had me with no English, 10 %
Italian, 18 %Greek 17%north African also Nigerian, Irish and Asian. Had done by ancestry
Guess what? 90% Italian, Engish, and Dutch plus 5% French. They then tried to tell me both reports said the same thing.so no refund of course.
Date of experience: April 21, 2019
Hi Garry,
I'm sorry to read about your disappointment with your current Ethnicity Estimate.
Firstly, I understand that you received different results for a DNA test that you took with a different provider and your MyHeritage DNA test.
Both DNA tests, the MyHeritage DNA test and the DNA test you took with a different company, are based on different DNA samples. Although the DNA samples are taken by the same person, there can be a very slight difference in chemical nature and processing of algorithms. Therefore both DNA tests might result in slightly different processing based on different DNA raw data provided by two separate tests. Although the difference is so small and can almost be neglected, it could have an impact on how the algorithms process the raw DNA data.
To provide users with Ethnicity Estimates, we started by figuring out what DNA from different ethnic groups looks like. Thanks to the MyHeritage Founder Populations project we offer an Ethnicity Estimate with 42 ethnic groups around the world. This number will be growing as our ongoing founder's population project is ongoing and more ethnicities will be added to our current Ethnicity Estimate's beta version. For this project, we have selected more than 5000 participants to serve as references by virtue of their family trees exemplifying consistent ancestry from the same region or ethnicity for many generations. When we analyzed your DNA sample, we compared your DNA to those models to see what percentage matches each model. We focus on the 700,000 sections that are known to vary between people (the other 99.9% of the sequence is pretty much the same for everyone).
The good news is DNA research does offer a way to circumvent these obstacles by measuring and comparing one's genetic makeup to trace roots and find more insight into one's family history through digging through records, tree matches and comparing your DNA to others. Along with an Ethnicity Estimate, your DNA purchase gives you tools such as ancestral surnames, comparing trees and measuring one's shared DNA through a chromosome browser that has been proven valuable to the millions of our members to trace family history.
Our match algorithms have been proven to automatically find and compare similar DNA strands along with ancestral surnames, records, and family trees to find very interesting discoveries. New DNA is uploaded every day and the chances of that new information to match your research are great and it has helped many worldwide.
If you need any assistance with the progress of your research please don't hesitate to contact me directly at rafael.vipsupport@myheritage.com
I'd be always happy to help.
Sincerely
Rafael
MyHeritage
I bought a kit, they charged me the amount of 159.00 for an annual subscription, I asked for a cancellation and a refund of the money. They tried to give me an answer after 7 working days, but they didn't answer me, total disregard with the client.
Products used:
They charged me an annual plan worth 159.00 which I have no interest in and did not give me a refund or cancellation of the plan.
Date of experience: November 21, 2023
Relieved that I have finally heard from My Heritage. I have been waiting a week to discover if I had my storage restored. I admit it was probably my fault on how to submit my problem. My heart is happy this morning to see that it was updated. I love My Heritage. It is so easy to function and johnny on the spot for information. Thank you. Samuel
Date of experience: November 5, 2017
I ordered a genetic test and everything was fine. I received the information and i am satisfied with it. Their were always in touch and answered my questions, even helped me solve some problems with the shipment. But the problems started when I ordered health reports for an additional fee. I haven`t received those reports for a long time and no one responded to my inquiries (I also wrote to additional e-mails that i found on the internet like rafael, nikolina, etc.). Now i have these reports,but it took much longer to get them than the page says and for a long time I didn't know what was going on and how long I would have to wait
Products used:
dna ancestry test and health test
Date of experience: May 11, 2023
I have been using this site for several years-and it's amazing. However, with some of their new features, including "Theories", I was not clear as to how to facilitate this. I sent a query to the help people and within a few days, they answered my question, as well as a follow-up question I had. It was clear, efficient and effective.
Date of experience: April 12, 2016
Signed up for the 2 week trial, agreeing to be billed $9.95 a month thereafter. This morning, 10-14-15 I find they have removed from my account $119.40. A search for a phone number for them, was fruitless. A trip to my bank, canceled the transaction, along with my debit card. When the new debit card arrives, I will need to contact numerous businesses that I have automatic payment arrangements with. So here's my review. My heritage has Nothing that I don't already get from Ancestry.com and you can NOT trust MyHeritage with your card info. AND Do Not use a debit card with MyHeritage.
Date of experience: October 14, 2015
Dear Gary,
Thank you for your review here on SiteJabber.
Subscriptions are billed annually and it does say as such in the "Thank you" email that you would have received after commencement of the free trial period. It also mentions that you may visit your "My Purchases" page within your family site in order to cancel this.
The $9.95 price that you have seen is the monthly breakdown price however billed annually.
MyHeritage is a trust worthy company and we are always here to help our users with any problems they may be facing. Online Credit or Debit card purchases are the responsibility of the card holder and MyHeritage did not steal your money as it was not us that entered the details into the respective fields in the online site.
You are invited to contact us from your registered MyHeritage email address at support@myheritage.com to assist you with your problem.
Trusting this has proven useful.
Kind Regards,
Dean,
MyHeritage Team.
I was not able to open my project in the Family Tree Builder software.
I got all help I needed from the support "Laura". After some mail I could work in my project again.
Many thanks for a very good support!
Best regards
Anita
Date of experience: November 15, 2015
When I ordered the kit, it was sent to me very promptly. I received the results in a timely manner. I did have some questions regarding the results. When I contacted the technicians on two separate occasions, I received very good service and great explanations to my questions. The results were very easy to read but, I do think that it could be a little more detailed. Thank you.
Date of experience: August 9, 2017
This appears to have been a total waste of our money. My heritage is very definite for 3/4 of mine being 3rd generation Germans (documented) and 1/4 scotch-Irish (by verbal background). It showed me over 78% British isles, over 15% Italian and only around 5% Central European.
My wife's is less well documented but mainly British and Alsace Lorraine and German areas. She was shown over 85% Scandinavian with most of rest Italian.
Date of experience: March 5, 2017
MyHeritage charged my credit card twice for the same annual fee for 2015. I disputed the double charge with my credit card company. MyHeritage rescinded one of the charges but maintained the other while, at the same time, cancelling my subscription. So, MyHeritage made an annual charge to my credit card for a service that they had knowingly canceled. These people are all about money, period. DO NOT entrust them with you credit card information. There are credible genealogical sites out there. This is not one of them. I gave them one star because I was not able to submit this review with no stars.
Gary Arthur
Bogart, GA
Date of experience: January 11, 2016
Dear Mr. Arthur,
Thank you for your review here on SiteJabber.
It would appear to me that there has been a little confusion here as MyHeritage has not purchased a company called BritainDNA. We only have two DNA companies that we work alongside, Family TreeDNA (FTDNA) and 23andMe.
What I would like for you to do is to contact me from your registered MyHeritage email address to support@myheritage.com and place my name into the subject line. This will ensure that you are forwarded to me and I will look into this for you and assist you with this.
Thank you for your cooperation and I look forward to your reply.
Kind Regards,
Dean,
MyHeritage Team.
I am a new recruit to My Heritage so was very appreciative of the help and encouragement Melissa offered me when I called with my problems. I will have no hesitation in calling again as I find my way around the program.
Date of experience: September 27, 2017
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.
Hi Randy,
I regret to find that you are unhappy with your Ethnicity Report. I understand that you have researched your family's origins in England, Scotland, Ireland and Western Europe but you only show 2.7% British.
The results you receive in the MyHeritage Ethnicity Estimate are based on an autosomal DNA test. Being that England, Scotland, Ireland and Western Europe are close together on the map and science currently finds DNA to be very similar between people in neighboring countries, where there isn't sufficient statistical difference, the ethnicity estimate is retained on a higher regional level. Even when there is a statistical difference between ethnicities within a region, it is true for the population's average.
Along with our estimate, many of our members benefit from other research tools we provide that is integrated with their DNA results such as DNA matching, ancestral surnames and comparing matching family trees to help understand their family story. While DNA matches allow you to research your family up to 6 generations, the Ethnicity Estimate gives you a range of information about where your ancestors lived a few hundred years ago.
Estimating one’s ethnicity based on DNA is a relatively new field in genetics, great advancements have been made in the past years, but there is much more to discover. I can assure you that MyHeritage are on top of finding new discoveries and will continue to improve our Ethnicity Estimate to give you the most accurate results.
I'd be happy to go over your Ethnicity Estimate with you and give you more information about using DNA matches to explore your roots. Please feel free to e-mail me at rafael.vipsupport@myheritage.com from your registered E-mail address anytime. I'd always be happy to help you.
Kind Regards
Rafael
Myheritage