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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 site is a scam. They charged 120 dollars from my card after I took their trial. I checked it once, and then I forgot about I even registered on the site, I noticed something was wrong when I noticed money was missing from bank account, and I tried to find out where the money went for 2 days, and when I finally found out, I messaged them.
I've tried for over a week to get them to delete my account and refund me my money, it says I'm entitled to a refund if I want it within 30 days of registering. They haven't answered a single one of my messages, I'm really frustrated, and I'm disgusted by the terrible service this site provides.
Date of experience: June 18, 2016
I Called MyHeritage in regard to a DNA sample. Although the wait time was excessive, when Nadja got on the line she guided me through the resolution process quickly. I had a couple of questions unrelated to the original subject that were resolved almost immediately. I was impressed by Nadya's knowledge base, her patience, and her kindness.
Date of experience: April 6, 2017
The team at MyHeritage are very good at providing assistance when needed. Loading information is easy and there are good guidelines. I found that the basic (Free) Family Tree entry very limited. There are other Family Tree Web-sites who offer a better deal.
Date of experience: May 25, 2015
I recently had to contact customer services for their help on a subscription I took out but could no longer afford due to ill health. Iain S couldn't have been nicer or more helpful. I was very grateful to him. I wouldn't hesitate to recommend My Heritage to anyone looking to research their genealogy. All the best.
Date of experience: July 8, 2020
I was a little disappointed that the response for assistance took 15 days (even for a premium member!
The problem was resolved quickly with the update you suggested, but the long time-lag is not what I would expect. I have had other situations where things were solved in as little as 4 days, but 15 days is a problem.
Date of experience: January 31, 2017
I opened an email from MyHeritage while in Greece so MyHeritage (understandably) thought I was Greek and changed the language accordingly. Sent email and problem immediately solved. Emails now in English.
Thanks
Date of experience: July 13, 2017
I only wanted to know how to access another's website but could only talk to Tech support as there was no one else made available for this topic. I was #12 in line and I finally got through after about ten minutes.
My non tech question was answered even though it was not a tech matter.
Nlarge your menu to include non tech questions and don't make thew wait so long!
Date of experience: March 1, 2017
I recently contacted customer support service regarding a free upgrade to my tree. I was not sure of what all was provided. I got several responses from Dean at Support Services and he completely explained to me just what I was and was not entitled to receive in a very in depth email. I was very happy with the quality of service that was provided to me!
Date of experience: December 16, 2015
I had a namesake in another tree frequently presenting as me in theories of relationships. When I visited the site, I got a message that this namesake was me. The profile was even adorned with a photograph of myself. I wrote to MF help a note asking if they knew what to do. Shortly, I received a friendly phone call. The same day I then got a notification that the problem was solved, and it truly was. I am thankful that the case was so quickly resolved.
Date of experience: April 24, 2017
I sent an email to MyHeritage with a question. In about an hour, Chris called to discuss the issue. Surprised by his call I actually had to gather myself. I never had customer service call me back! I digress; Chris completely understood my situation and had a remedy very quickly. He was enjoyable to talk with, pleasant, caring, and patient. He has a great phone voice. Having worked in customer service myself, I vote for Chris to get a raise! Thanks for calling Chris.
Date of experience: May 12, 2017
I am very pleased the way my problem was taken care of.
I got very friendly service with the thought that now the thing is fixed.
I felt so good as a customer.
Thank you so much
And we cannot wait my husbands dna -kit to arrive.
Yours,
Sanna Nirhamo
Date of experience: July 25, 2018
. Very impressed with the assistance and help given, the problem, I can not thank him personally concerned with helping me resolved my problems quickly and with understanding of problem's Great credit to the company
Date of experience: June 30, 2020
I complained about not having the "Total" status I have in MyHeritage also in Geni. The support person said he will check and let me know. I complained about having to log-in every time I open "MyHeritage". The assistant guided me through clearing history and cookies, it seems to have solved the problem. I asked about heritage of my site in case I can no longer manage it. The assistant guided me through adding managers to my site
Date of experience: September 15, 2021
I originally called a while back to ask a few questions about the subscription services... namely the ultimate subscription with everything. I've used other family tree sites & not had the best luck. I was concerned about spending the money on a subscription to My Heritage & the gentleman on the other end immediately offered a free month ultimate for me to see if I liked it or not. I agreed to try it & I have not been disappointed! So far so good! I'm enrolling in the ultimate subscription today!
Date of experience: March 19, 2018
For eight years I make as a premium-member use of the great Family Tree Builder of My Heritage. Then there are what go wrong. And if the digital Help ultimately in my case no solution, then there is the personal support from My Heritage Support Team. A great service!
Ruud
Date of experience: December 27, 2015
I accepted the one week trial that said it was only $10 a month after that. I figured I would keep it a month to see if it was worth it since a week in not sufficient. They withdrew $120 from my account and when I called to cancel and request a refund because their offer is totally misleading they only gave me half of my money back and I will only have access to this crappy site for 6 months. I have no more use for this site since further records requires me to purchase a premium account so they can take more of my money. Stay away from these crooks.
Date of experience: June 7, 2016
Dear Zoe,
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.
They call me in Spain. I have to pay to receive the call.
They give me incomplete information. I ask a question and because they don't know the answer they don't reply. This website is sponsored by the Mormon Church. They have ulterior motives, based on an absurd notion of family lineage, sort of like the sacred underwear.
Date of experience: July 5, 2017
Dear Michael,
I'm sorry to hear about your experience with Myheritage and I will do all I can to help.
Firstly, I must clarify that Myheritage is not sponsored by the Mormon Church and we have no ulterior motives other than supporting our 89 million registered users in researching their family trees using the various tools we offer.
I would like to investigate who called you exactly and answer any questions that you may have as soon as possible.
Please contact me directly at rafael.vipsupport@myheritage.com from your registered e-mail address so I may give you the help that you are in need of getting.
You are already my first priority here and I will be looking for your e-mail.
Kind Regards
Rafael
Myheritage
The man was so very sweet. He was so considerate and came back on the line a few times while he was checking out my problem. He wanted me to know they were working on it and had not forgotten me. BTW loved the accent.
Date of experience: February 19, 2018
My Heritage program has been fun listing my ancestors and building my family tree.
When help is needed the support team is wonderful and they have both online information and they offer personal answers quickly as well. Thank you for your support, My Heritage team.
Date of experience: November 6, 2015
I wanted to list all those on my tree who had lived in a particular place and my husband said it would be a nice feature but that it couldn't be done on My Heritage. I quickly called the Helpline, was on hold for no more than 20 secs and then spoke to the charming and helpful Talia who handheld me as she walked me through the minimum of steps to reach my goal. Brilliant solution and even better support from Talia.
Date of experience: January 30, 2018
The lady that looked after me tried her best to resolve my problem. After nstalling Google Chrome I got to the same place as I did on my own. When I went to touch submit. There was a circle that kept going around but nothing else happened. She did what she had to do she referredthis problem to her superiors. They will get back to me with an answer within three working days. I will let you know how this works out.
Date of experience: December 7, 2017
The staff at My Heritage were very professional and helpful. They looked into the two deductions that were made from my account very quickly and had no issue with refunding them. They would be the only family tree website that i would deal with.
Debra
Date of experience: January 4, 2018
I have think My Heritage been using My Heritage for several years. Recently Laura helped me resolve an information storage problem. Her response was so quick, so clear in instructions for me to follow and problem resolved effortlessly. I think My Heritage is great.
Anne
Date of experience: October 21, 2014
My family paid together to trace my father there found nothing, still took the money now my file as been lost can not log inn, tried to reset log in 10 times no email sent tried to phone number does not exist and no communication on line available what a waste of time this company is *******@hotmail.co.uk is my email if the company can bothered to contact me or just take money give me 12th cousin etc and ignore me rip off
Date of experience: January 10, 2020
Dear Kevin,
I am sorry to read you are disappointed with your MyHeritage experience to date. I can see from your account that you have been in contact with my colleague and the issue has now been resolved.
For security reasons may I suggest deleting your email address.
Sincerely
John
MyHeritage
I had a query regarding charges made to me. I sent an email to the customer support people outlining my query and received a reply in a very short time. The reply fully explained what the charges were. I then elected to discontinue with one of them due to my health and the infrequency that I used the site. I requested they discontinue with this charge. They not only cancelled the charge but also reimbursed my account with the full total. I was very pleased with the service they provided and can highly recommend them as an ethical and efficient business. Well done.
Date of experience: May 23, 2018
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 Ollie,
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 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.