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    MyHeritage

MyHeritage

Overview

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

Positive reviews (last 12 months): 84.3%
Positive
214
Neutral
11
Negative
29
View ratings trends
67
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How would you rate MyHeritage?

Reviews (3,771)

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Reviews that mention popular keywords

family tree (511) support team (140) dna kit (204) credit card (106) dna test (186)
Thumbnail of user bb153
Colorado
1 review
5 helpful votes
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February 20th, 2017

The results I received are an Ethnicity "Estimate", and they didn't match documented family history. They keep sending "matched relatives" messages for people who match so few segments, it's hard to believe their data is based on science. There's no way to check out these people to see if they are really related unless you pay for a subscription.

I believe the DNA testing is just a way to get you in the door so they can hit you up to subscribe to their service, because you can't get any information on any of the "matches", or response to support tickets, unless you subscribe to one of their packages, which start at $120/year, and go up to $250/year.

I sent in a support ticket, and got an autoresponder stating they'd get back to me asap. That was 5 weeks ago. No one ever responded.

Would I recommend this company? No, no, no, no, never.

Service
Value
Shipping
Quality

Date of experience: February 20, 2017

Thumbnail of user barbarac474
South Carolina
1 review
2 helpful votes
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February 24th, 2019

I just spoke to Alex who was polite and kind and very considerate and patient. He has been the only person who has even given me a glimpse at getting this problem fixed. I was very pleased with him
Thank you
Barbara Cardana

Date of experience: February 24, 2019

Thumbnail of user erikaa87
Hungary
1 review
0 helpful votes
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June 4th, 2020

The DNA kit I had sent back to MyHeritage got probably lost during shipment, but MyHeritage sent me a free replacement kit - even though the fact that my parcel got lost is not their fault at all. Communication with the customer support service team was easy, quick and professional. My warm thanks to Sophie for her kindness and her professional help!

Service

Date of experience: June 4, 2020

Thumbnail of user jennyc153
California
1 review
0 helpful votes
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May 31st, 2018

The customer service is very patient and helpful. They resolved my issue. My mother has an account, but my dad put his kit on my account. With everyone on the phone we were able to move my dad to mom's account. I love the MyHeritage and their search engine. You pay extra on all the DNA sites to use their search engine, but I like their search engine better then Ancestry. I have done four sites and am most pleased with MyHeritage. I have called them on several occasions and always found them to be helpful.

Date of experience: May 31, 2018

Thumbnail of user beverlyb135
New Hampshire
1 review
0 helpful votes
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May 27th, 2018

I contacted MyHeritage to upgrade my membership from Premium to Complete. The confirmation email I received was confusing so I called back and spoke with Meghan. As we were on the phone, 2 additional emails came through that contained all of the information I needed and accurately reflected my membership upgrade, however I was charged a tax that, after Megan's research, was found to be incorrect. It appears that the tax is applied based on the IP address of the person doing the upgrade. Since it was done by a MyHeritage representative in Israel, it incorrectly added the tax to my account. Megan is reaching out to the billing folks to have the tax removed from my billing. She was extremely knowledgeable, pleasant and efficient. Thank you Megan for your assistance!

Date of experience: May 27, 2018

Thumbnail of user eliev4
Switzerland
1 review
0 helpful votes
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May 15th, 2020

The tecnical help people called me after I had sent an email. The lady was very helpful, took her time to explain, offered to do it for me and also to help me with what I had'nt yet thought about. A benchmark for all call centers

Date of experience: May 14, 2020

Thumbnail of user alanf57
Australia
1 review
0 helpful votes
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May 30th, 2017

MyHeritage Family Tree Builder is a program for discovering your family tree and your family roots. I have used this program for several years and invested a lot of time in what has now become a hobby. Substantial quantities of documents, photographs and other information are accumulated over the years so there is a tendency to panic when it all disappears. This happened to me last week. Thank heaven for MyHeritage Support. The problem was overcome and I was left feeling very greatful.

Date of experience: May 29, 2017

Thumbnail of user nikolask6
GB
1 review
7 helpful votes
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April 16th, 2020

So i came across this website and i was curious what can they offer. I did the 14 days trial then looked around the website for a few minutes and cancel my subscription so i wouldn't get chatged and never came back. Today i got a message from my bank that i got charged 120 pounds for an annual subscription. I have send 4 email by far called the uk "24 hours" number and no one answered. Clearly a scam. Do not try

Date of experience: April 16, 2020

Thumbnail of user deanp12
MyHeritage Support T. – MyHeritage Rep

Dear Nikolas,

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

Thumbnail of user michaell275
Indiana
1 review
6 helpful votes
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February 9th, 2017

I don't see where others who use this site say they are so polite when they never answer me. I tried it for a week and found I can only add a few people to my line and they keep telling me my own matches and then want to charge me for them. What kind of crap is that. I have sent them numerous communications through their website to cancel my subscription to no avail but they were quick to take my yearly fee for their little bit of nothing. My Ancestry.com is twenty times better and I don't have to pay for a year when the most space they will allow you is filled in 2 days, unless of course you upgrade for another 135.00 a year? And their so called matches aren't even from other ppl but from your own searches and if you want to add anything, fork over more money first. PURE JUNK, STAY AWAY FROM THEM

Date of experience: February 9, 2017

Thumbnail of user alishab163
New Zealand
1 review
0 helpful votes
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March 20th, 2023

Really disappointed to have $260 taken from my account for a subscription I don't require - I purchased a kit as a gift for someone else so have no use for a subscription. Have called to cancel with promises of a call back which has not happened. Do not recommend as I can see this is a very common issue

Products used:
None

Service
Shipping
Returns

Date of experience: March 20, 2023

Thumbnail of user deanp12
MyHeritage Support T. – MyHeritage Rep

Hello Alisha,
I would be more than happy to assist and follow up.
Please contact me at Shane.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,
Shane, MyHeritage Team

Thumbnail of user oru
Israel
2 reviews
10 helpful votes
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July 11th, 2019

I am a paying customer of MyHeritage (software). I had a persistent problem in the generated family tree chart. Finally I contacted the customer support in the US, by phone. I got an efficient and courteous response from the representative, who suggested that I send the screen captures of the problem by mail. In a couple of days the case was escalated (I was updated) and investigated. It turned out to be a bug in the software, which will have to be solved, but I am quite pleased with the customer support.

Date of experience: July 11, 2019

Thumbnail of user gracielam53
Mexico
1 review
0 helpful votes
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June 14th, 2023

Recently I went back to MyHeritage website to look at the DNA test results, and was not able to find it. The web site is do overloaded by publicity and the help/search function is useless. Unfortunately, MyHeritage seems too focused on making money but forgetting that money is earned by good service

Date of experience: June 13, 2023

Thumbnail of user deanp12
MyHeritage Support T. – MyHeritage Rep

Hello Graciela,

I would be more than happy to assist and follow up.
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

Thumbnail of user anthonyw199
Netherlands
1 review
1 helpful vote
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June 21st, 2019

First of all, short waiting before being connected. Friendly voice and easily to be understood. Easy and clear advise concerning what and how to accomplish what one wants. Guided me through the whole procedure and made sure I understood what was needed. Made me feel satisfied and wished me all the best.

Date of experience: June 19, 2019

Thumbnail of user adriennet3
Canada
1 review
1 helpful vote
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April 16th, 2015

I had forgotten I had two previous accounts making it so that I was unable to access the current account I wanted to use properly. The support team quickly solved the issues in a friendly and courteous manner. I was very impressed.

Date of experience: April 16, 2015

Thumbnail of user betsyc35
California
1 review
0 helpful votes
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June 12th, 2018

The service from MyHeritage phone help was excellent today when somehow i became part of some other family when i tried to change my password. All's well that ends well, and i am now back in the family i am used to!

Date of experience: June 12, 2018

Thumbnail of user alang388
California
2 reviews
0 helpful votes
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July 2nd, 2020

I paid for the DNA test and got the results quickly. The information was accurate. I called support to explain the results and they were extremely helpful. I receive updates from the firm on other discoveries. I would highly recommend this company.

Date of experience: July 1, 2020

Thumbnail of user lindad2353
New Jersey
3 reviews
1 helpful vote
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May 27th, 2022

They auto-billed me for 2023. I no longer wanted the access. They will not refund my entire subscription fee. After several phone calls, they agreed to refund 1/2. Unacceptable as I called 2 days after they auto-billed.

Value

Date of experience: April 27, 2022

Thumbnail of user deanp12
MyHeritage Support T. – MyHeritage Rep

Dear Linda,
Thank you for contacting us here and we are sorry to hear about your experience. Please write to dean.vipsupport@myheritage.com. Here I will make sure you are given high priority and that this will be looked into for you.
Looking forward to hearing from you.
Kind Regards,
Dean,
MyHeritage Team.

Thumbnail of user christera1
Sweden
1 review
0 helpful votes
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January 16th, 2017

I was impressed by the interest shown by the attendant when seeking solutions to encountered problems. The problem was not solved immediately but I got a promise that the relevant programming department would revert within a fortnight.

Date of experience: January 16, 2017

Thumbnail of user nicholasd66
Australia
1 review
0 helpful votes
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June 4th, 2018

Easily explained and very courteous, also needed to paste the My Heritage website as a shortcut on my main menu, again easily demonstrated and checked that all support was as expected - congratulations on a very professional service

Date of experience: June 4, 2018

Thumbnail of user rona214
Pennsylvania
2 reviews
2 helpful votes
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December 9th, 2019

Got a kit for Christmas. Activated it and sent it in. Waited months for results. Called them, they said never activated and never received. Asked for a replacement. Was told that since I didn't buy, tough luck.

Date of experience: December 9, 2019

Thumbnail of user deanp12
MyHeritage Support T. – MyHeritage Rep

Dear Ron,

I'm sorry to hear about your experience, and I'd like to investigate it further.

Please email me your account details (account ID number or registered email address) via elena.vipsupport@myheritage.com and I will personally assist you with it.

Kind regards,
Elena, MyHeritage Team

Thumbnail of user carmenc392
Malta
1 review
0 helpful votes
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August 8th, 2021

Hi, Wish to thank Katte from online support, for her assistance. She's been so professional yet understood my problem and not only did she give me the assistance I needed but was so personally helpful and so positive throughout - thank you from Carmen, Malta.

Date of experience: August 7, 2021

Thumbnail of user peterr147
GB
1 review
3 helpful votes
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December 14th, 2017

Loads of bad reviews. I won't be buying from them after reading other peoples experiences. It's coming across as a scam. Not saying it is a scam but that's how it comes across from reading the reviews.

Date of experience: December 14, 2017

Thumbnail of user deanp12
MyHeritage Support T. – MyHeritage Rep

Hi Peter,

I'm sorry to read your low star review and to find you feel that way about MyHeritage.

Although, I don't think its fair to write a bad review about something you haven't even purchased or experienced.

Truth is it is very easy to notice that the ratio of good reviews on site jabber and various other review sites is higher than bad reviews for MyHeritage.

That said, It is ultimately your choice and opinion though and I wish you all the best with your decision.

Rafael

Thumbnail of user christinem2406
Florida
1 review
0 helpful votes
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September 2nd, 2022

I received my family tree poster damaged, upon delivery by the USPS. I contacted Myheritage support. Annabelen and Samuel were exceptional, upon learning about the poster being damaged. I received a full refund. Thank you both, again.

Service
Value
Shipping
Returns
Quality

Date of experience: September 2, 2022

Thumbnail of user marianneg6
Israel
1 review
0 helpful votes
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May 12th, 2016

I support my family trees on MyHeritage from 2011, and can confirm that I'm very satisfied by the site support. MyHeritage support group provides prompt and well qualified consulting. The Family Tree Builder application and the MyHeritage site have a friendly and intuitive user interface, so anyone can investigate and edit family trees easily. It is possible to upload a lot of relevant data about the family history. MyHeritage helps to families with staying in touch.

Date of experience: May 12, 2016

Thumbnail of user carolynh42
Michigan
1 review
1 helpful vote
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December 24th, 2015

The lady that helped me gave me a detailed description of the answer to my question. She went on to describe if I did this or that and how it would not affect anything on my tree. I was afraid if I clicked that a person was a match that it would automatically connect our trees. She very carefully explained what steps were involved. I am very glad I had her answer my question.
I got an answer back within 24 hours.

Date of experience: December 23, 2015

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From the business

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.

Company Representative

Thumbnail of user deanp12
MyHeritage Support T.
Typically responds within 2 days

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