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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.
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This company responds to reviews on average within 2 days
Realy, realy amazing company. Thanks to Myheritage I found so much about myself -from were I'm realy from, what are my roots, find so many relationships all over the world which I didn't know that existed. Thank you Myheritage about letting me know who I realy am! :)
Date of experience: May 20, 2020
I advised the sales department that because of your painstaking and conscientious
Efforts to help me ( not mention your patience) that I would be becoming
A premium member.
I gladly paind the fee, with the knowledge that they have hired someone
With your expertise.
I thank you again
Date of experience: January 24, 2017
My Heritage had "lost" my e-mail adress. For several months I was "locked out" from continuing my searches. But thanks be to Jonas of the support team who showed a lot of patience with an 85 year old, in IT unexpierienced. Boy, my program was rescued. Before the "accident" I used to be utterly satisfied with the services from My Heritage. H. F Petersen
Date of experience: July 28, 2017
I could not believe how many 3-5th cousins are out there! Seemed distant til I realized my first and favorite cousins' grandchildren are my third cousins! Not distant at all. Kudos to your research and DNA match bases for providing such a wealth of information, whokeeps each website, how to get in touch, Preceless!
Date of experience: December 13, 2018
I have been a member of the My Heritage site for several years.
For some reason, this year they decided to automatically renew my membership - it has never automatically renewed before - and took over £200 from my credit card without any email being sent in advance saying this would happen, how much would be taken, or explaining how this transaction could be stopped.
I only found out because my credit card company contacted me as they were about to stop my card because of suspicious activity.
I have contacted My Heritage about this and all I got in reply was a copy of an email they sent me ONE YEAR AGO when I made my previous (manual) payment stating that it was an annual subscription. Again no where in this email does it say the payment is recurring.
All other sites I subscribe to send an email a few weeks ahead of renewal to remind me, they don't seem to think this is necessary.
I am in the process of trying to get this money refunded - I hold my breath - BEWARE!
Date of experience: June 6, 2015
I was very pleased with My Heritage. I would go on the site more then twice a day to see if anything has changed or added. When I got my DNA results I was very pleased. I have and will recommend My Heritage to everyone I meet. My brothers and sisters and my children will be getting there kits soon. Shalom, Lore K.
Tip for consumers:
Just go for it . It's worth it to know who you really are.
Date of experience: May 11, 2017
I have had great fun making our family tree.
My Heritage is a great way to build a family tree and learn more about our history.
My Heritage makes it pretty simple to add new family and make changes.
The support system is wonderful and very informative.
Thanks so much and I appreciate the different levels and no pressure to go premium!
Ileana
Date of experience: November 1, 2016
I had trouble downloading the data obtained from another company with whom I did a DNA test. After phoning the company support department, I got the most helpful person who did her best to help me with this issue.
Date of experience: October 22, 2018
I had lost my DNA kit so needed to know how to activate my DNA result.
Maya answered my querie and she could not have been better. Treated me with respect and took me through procedure carefully. Thank you Maya.
Date of experience: February 8, 2017
I had a problem with my acct. And log-in and spoke to Sterling. He was very helpful and helped me resolve my problem. He also answered many questions for me about how My Heritage works. Another thing I like is when I was on hold it tells me what number I am in line, this is a very good thing for a hold system.
Date of experience: May 1, 2017
I received my kit yesterday, did the swabs and was ready to pack up to mail and I noticed I needed a stamp, now come on the kit is expensive and they couldn't have included a self stamp addressed envelope... It may seem petty but to me it's the little things companies could do to elevate theor customer service
Date of experience: November 29, 2017
I chose MyHeritage based on someone advising not to go with a popular company just because they're well known! My ethnicity is what really shocked me, 51% England, 37% German, 12% Irish. THAT was IT! No % of anything else, straight up 3! I do not know who my father is, nor the 5 siblings my mother gave up for adoption. I placed what I knew in the tree, which wasn't much, but, MH just kept/keeps sending me 5th cousins or worst yet, they keep trying to get me to add my sisters ex husbands info! When I called to see if maybe they were mistaken about my % The representative was rude. He said that only my recent ethnicity shows up and that they could only suggest relatives that use the MyHeritage DNA kits and are in their system. Last but not least, since I seem to have only 3rd-5th cousins, if I want to see their tree/how we're related or message them, I am asked to pay well over $100 to use any other feature!
Date of experience: July 12, 2019
Dear Juanita,
I am sorry that you feel this way regarding your DNA results.
Firstly, to provide users with Ethnicity Estimates, we started by figuring out what DNA from different ethnic groups looks like. With the MyHeritage Founder Populations project, we offer an Ethnicity Estimate with 42 ethnic groups around the world. 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). These sections are called SNPs.
In regards to your DNA Matches, it must be noted that in recent decades, many people have taken DNA tests, which have resulted in broad DNA Matches in Family trees. These people may be related to you very far back, and you may not know them, but they still share a percentage of DNA with you. The MyHeritage DNA matches can go back up to six generations. There are a lot more possible people related to you as a cousin that there could be of any other relationship. For example, you could have 60 cousins, because your grandmother had 6 children, who each had 10 children. Whereas, it would be difficult to have 60 siblings.
With a free account, you are able to access the following DNA Matching features: Exporting DNA Matches, Contacting DNA Matches, Shared Ancestral Surnames and Chromosome Browser. However, if you wish to access the Premium features, a subscription is required. For more information, please click here: https://bit.ly/2Y2sfnU
If you have any further questions, please email me directly via kayleigh.vipsupport@myheritage.com. I will be happy to assist you with your research.
Kind regards,
Kayleigh MyHeritage Team.
Tried to move my site from online to the Family Tree Builder. The export didn't finish succesfull. Result: online site could not be used anymore. New exports didn't work either. Fixed after 2 (!) weeks. Some weeks later after a copy/paste action in a Note field of a certain person the site again froze. All they have to do it to clean the content of that Note field under that person but the helpdesk advises to delete en re-enter that person.
What I am really missing a good technical support from people who know about programming and databases. And don't fix the result, fix the cause!
Date of experience: April 12, 2017
I called My Heritage support for help with syncing the data on my computer with the online site. Nadja was very helpful and took all the time needed to fix my problem. She even called me back later to make sure that everything went well.
Date of experience: June 21, 2017
I was not able to upload a piece I had written and had tried many times. I contacted the support team of My Heritage and they took my writing and worked with it until they found the problem: one word in the whole four pages! I truly appreciate the effort.
Date of experience: May 28, 2018
I had the same issue of trying to cancel my free trail but there was no option to do it so I sent of email 4 days before the cut off date with not replay then they took the payment. Then 3 days after cut off they rang me saying i should of cancelled and they guy said he would give me 25% back but I said no I want all off it then he said 50% but the guy could not do simple maths as he offered me £35 and told me that the amount is 50% but 90/2=45? After 1 hour call he gave up, and told me in 5 to 10 days I will have a full refund. Also the tried telling me he was the only manager that could deal with my account. Please remember the call centre is only open Sunday the Thursday and uk is 8am till 2pm
Date of experience: August 8, 2016
Dear Tony,
Thank you for your review here on SiteJabber.
Would you be so kind as to contact the support team from your registered MyHeritage email address to support@myheritage.com. Also place my name with also /SiteJabber in the subject line and this will ensure that your case is handled promptly.
Thank you for your cooperation and we look forward to hearing from you.
Kind Regards,
Dean,
MyHeritage Team.
Got super service from Nadja, problem solved in just a few clicks.
Thanks Nadja, for your support and a nice voice to listen to.
I had a problem that my web-based familytree turned from dutch to english, without me changing itself.
Problem has occured since i installed the FamilyTree Builder software on my PC, at synchronisation, it turned the languages.
But its solved now and got instructions for future solving
Date of experience: February 5, 2018
I have been very pleased with My Heritage for Family Tree research. There was a mix up over my subscription, I ended up paying twice. One phone call to Heritage, there was no arguement, the issue was dealt with very quickly. As a rule when you contact a company for a refund, you expect a battle, or at the very least a lenghty discussion. I also find My Heritage staff are not pushy, they really want to help.
Martin Fox
Date of experience: August 30, 2017
On 1st September I sent in the original complaint to your "support" department by email, I sent them 6 (SIX) reminders concerning the Ticket #************** until yesterday, but they didn't have the decency to even reply to me. Please excuse me for saying this but "Go to hell" is also a response.
This morning I decided to telephone to your service in Israel, and within 10 minutes on the phone the problem was solved.
Date of experience: September 12, 2018
Dear Ralph,
I am sorry to find your complaint and I understand your frustration in writing to our support center.
Feedback from our members has always been valued by us and I the issue you reported here has been investigated. It appears that you had duplicate accounts, one basic free membership, and another premium membership under two different e-mail addresses and this is what caused the confusion.
We do have thousands of tickets come into us routinely and the e-mails you had sent to us were from your free basic membership. Basic memberships do not include priority support and may be subject to a longer wait for support. Your correspondence with a MyHeritage representative in Tel Aviv has been located and they have consolidated both accounts into one to avoid confusion in the future.
We value all of our genealogy researchers and hope that you will allow us to make up for this experience you have reported.
Feel free to contact me personally at shane.vipsupport@myheritage.com if you have further questions and I would be happy to assist you.
Kind regards,
Shane MyHeritage Team
I have used My Heritage for a couple of years I find it has most information. It still seems to comes up a little weak in Newfoundland records but they may not exist. I have tried others but My Heritage has the best searching flexability.
Date of experience: February 20, 2018
I would like to use this service, however, I am a PhD. Student and while on my breaks, I have time to work on my family tree, where as during school, I do not. I like the monthly billing Ancestry allows, because I am only on it a couple months a year, they would get my money, and I would be paying for 10 unused months.
Date of experience: July 7, 2017
Dear Rhonda,
I understand that you are interested in purchasing a monthly subscription instead of an annual one and I'll be happy to help you.
While it is true that purchasing a yearly subscription is more cost efficient in the long run because you will get a 25% msrp discount and building a family tree in most cases will take more than a few months, it is ultimately your choice.
Also, we do offer FREE platforms for your research in using the offline FTB program and our Free Basic membership.
In any case, In order to assist you with purchasing a monthly subscription, please contact me from your registered e-mail address at rafael.vipsupport@myheritage.com.
I will be looking for your e-mail as you are already my first priority.
Happy to help
Rafael
Myheritage
I had made a typo and and couldn't access my site regardless of repeated attempts. I decided to ask for help from MyHeritage and within minutes the problem was identified. I finished my call and was confident my error was going to be fixed for me. Thank you for efficient friendly staff!
Date of experience: June 1, 2018
I bought two dna kits, I canceled one of them, the refund was made immediately, the second one was on time to ship, everything was as I wanted, the customer relations were very caring, they answered all my questions kindly, thank you, I use the trial version of the family tree part, even checking from time to time makes me happy
Tip for consumers:
in my country sending DNA sampes are regards some procedures that was hard to success but myheritage team also helpful prepareing the wanted documents, i really thank them
Date of experience: October 26, 2021
Although my experience with MyHeritage was initially disappointing due to the delayed refund and delivery, I eventually received a full refund for both the DNA kit and subscription fees with the assistance of Sophia. While I appreciate her help and am grateful for the eventual resolution, I still have reservations about recommending MyHeritage to others based on my personal experience. While it's possible that my negative experience was an isolated incident, as a resident of Germany, I would urge others to approach this service with caution. For now, I plan to explore other websites for genealogical research in the future.
Date of experience: March 29, 2023
I went on this site once, I was on it for maybe 20 mins. It held no information I was searching for. I logged off and thought nothing about it. I DON'T recall reading ANY price lists on the screen. I also DON'T recall anywhere saying if you DON'T respond to our email we will bill you for this year and continuously unless you can find a way to stop us.
It wasn't until $155.61 AUS was stolen from my account that I rang my bank and had my card stopped. I will take all measures to make sure this deceptive company is brought to justice. You haven't heard the last about this.
Date of experience: June 1, 2015
Dear Sue,
Thank you for posting here on SiteJabber.
When a user enters into a subscription there is always a 'Thank you for your purchase' email sent to you which notifies you of the current charge and also future pending charges. Similarly if you have entered into the 7 or 14 day free trial Data subscription. An email for this is also sent notifying the user that at the end of the free trial period a charge for continuation of the subscription will take place should you as the user not contact MyHeritage before hand.
I do understand your frustration and I would therefore suggest that you contact the MyHeritage support team and the friendly staff will be on hand to handle any inquiry you may have.
You may reach them via email by writing to support@myheritage.com.
Trusting this has proven useful to you.
Kind Regards,
Dean,
MyHeritage Team.
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 Stephen,
Thank you for posting here on SiteJabber.
Would you be so kind as to contact me from your registered MyHeritage email address to support@myheritage.com and by writing Dean/SiteJabber in the subject line. This way you will be forwarded directly to me and I will personally investigate this matter for you.
Thank you and I look forward to hearing from you.
Dean,
MyHeritage Team.