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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
Ancestry is far better, looks better and has hints that really help to fill in the tree. I was sold this because I have taken the DNA test, they guy told me how much better they were than Ancestry because they focus more on the UK rather then the USA yet every time I try to research something regardless of the area I put in it comes up with suggestions from Australia and Tasmania, way off the mark. Also on Ancestry they have a detailed search option where as My Heritage is very limited. Even when you do put criteria in the search seems to ignore most of it. Very disappointed, I just hope when the DNA comes back there is some useful links and information or this would be a £139 waste of money!
Date of experience: December 1, 2021
7/1/2018
Saoirse was extremely helpful in figuring out, when I had the 14 day trial plus wanting to be billed for the annual rate, couldn't access the the information once I logged on. She was able to trouble shoot what the problem was and she was able to give me a new password which enabled be to pursue my genealogy resesrch.
She was professional, friendly and very knowledgeable in helping me out today. She was very patient with me for which I am grateful.
I told her I found out my girlfriend, was actually my half-sister, whom I worked with at a bank over 40 years ago. We still laugh this, God has a sense of humor.
Saoirse is a valuable asset to My Heritage.com.
Thank you, Prudence
Date of experience: July 1, 2018
I lost my password, but had the opportunity to use the account number of one of my parents in order to get to customer service. From there, I was able to get the help I needed, although it was frustrating that I couldn't get to the customer service without an account number.
Date of experience: February 1, 2018
The assistance I have been given by Eileil has been outstanding. Eileil has been patient with a mistake I made in my email address and after several tries has finally sorted me out. I cannot thank Eileil enough.
Date of experience: December 21, 2017
This is an update to my previous review of My Heritage. After they found my reviews they agreed to refund me the money for the kit I never received, and the subscription I never ordered. This company had no problem charging my Argentine credit card in USD (even when they said they would charge in Argentine pesos) HOWEVER they refunded in Argentine pesos. The kit was charged in USD at $54.66 but they refunded me $7177 pesos or $42.26 USD. The subscription was charged at $94.98USD but I was refunded $13,007 pesos or $77.00. Once again I wrote to customer service and I received another infuriating reply denying they had initially charged me in USD. I had supplied copies from my credit card to prove that I had been charged in USD and refunded in pesos. I other words My Heritage retained $30.38. BEWARE!
Tip for consumers:
This company has terrible customer service. They give you the run around hoping that you will give up.
Products used:
I used nothing as that was exactly what I received.
Date of experience: December 8, 2022
Before I purchased the kit, I contacted sales and spoke to Jose. I wanted to know if they had successfully shipped to Argentina and would I be charged in Argentine pesos or USD. I also asked if there would be any other charges. I was told no problem shipping to Argentina, and yes my card I would be charged in pesos.
My Argentina credit card was charged in USD which activated a 30% surcharge. I would have gladly used my US credit card, had I known I was actually going to be charged in USD and not pesos as promised.
I purchase my kit on August 4,2022. It was shipped but did not take the 12 days promised. It stayed stuck in Argentine customs according to the tracking. I tried contacting support to find out the disposition. I contacted them August 14,1517. When I spoke with Juan on August 19, I was told to contact DHL and see why. I informed Juan that the shipper must contact DHL, they will not speak to me. He could offer no solution other than to wait 44 days. I then tried contacting them on Aug 23. A support person Maria, sent me an email. On Sept 23 she reiterated everything she already told me including that I should contact DHL. Once again I had to explain why I could not do this. Finally, on September 25,2022 she informed me that my kit had been lost (!) and they were sending a new one.
It's now December 1,2022, 3 months since the new kit was sent, and I have still not received it. I contacted Maria once again on November 14,2022 to let her know that the kit shows it is still in customs since October 11. (This is exactly what happened with the first kit) Her response once again was to tell me to contact DHL personally, and that sometimes there is a need for some additional documentes that they would be happy to send me. I sent Maria the cut and pastes from the DHL website where it explicitly states that the shipper must contact DHL and that if more documents are needed DHL will make contact. This also has not happened.
On November 15, Maria then wrote me that she was going to pass my issue on to their DNA team and they would contact me right away. I am still waiting. It's been 10 days.
Today, 17 days later I received another message. This time from someone named Carla, who again said that I must contact DHL and pay customs. The email went on in a format where they are not accepting any responsibility. Two issues, they keep telling me to contact DHL, which is not possible and if I owed customs duties, DHL would have contacted me, which they have not. So in other words My Heritage thinks that it's OK to fraudulently contact business this way.
Now to add insult to injury, during this time on September 3,2022 I was charged for an annual subscription that I did not want or order. Again, I have been ignored.
This is crazy that after 4 months I have not received a kit and that I was charged for something I did not order. Had I known that this was going to happen I would have never ordered from My Heritage. This is not a company to deal with. Perhaps if you do not have a problem it's OK. However, beware if you do.
Tip for consumers:
Do not use it if you are outside the USA. Be prepared if you have a problem they will give you the runaround in order not to refund your money.
Products used:
I never received the kit I ordered and they continue to give me the run around. They charged me for a subscription that I did not order. So in essence I have used nothing was charged.
Date of experience: December 1, 2022
I have been with My Heritage for a number of years but to be quite honest I found myself in a pickle, I phoned for support which was, quick efficient and sorted me out in no time at all, very impressed.
Date of experience: February 8, 2018
Breck was fabulous. After I had purchased 4 kits a friend told me i had not purchased the one she wanted as a gift. So... i asked Breck about canceling the order. He said yes, but politely asked if he could ask why. So I told him. He then asked if I would like to know the differences since they were rated #1. I had multiple questions about the process. He was empathetic, patient and had a smile in his voice the entire time. He even was on a three-way call to when i asked my dad about getting a kit for him. He told me his main goal was to make the customer happy, I am ecstatic. I even bought another kit. Excellent customer service. I hope this goes in his performance appraisal.
Date of experience: October 3, 2017
I was very satisfied with my conversation with your customer service representative. I very pleased that the representative had such patience with me because I did not want to do the wrong thing and he stayed on the line until I was in the system and got all the information I needed to continue my family reseach... KUDOS!
Date of experience: February 23, 2018
I recently used My Heritage DNA and found it to be invaluable in verifying some family folklore on deeper historical ethnicity. The family tree builder Is easy to use and the research database add on is strong in information if you are of Eastern European or Baltic Heritage. The Help service is rapid and thorough in their responses to your queries.
Date of experience: April 11, 2018
I contacted Support about my 7,9 % Finnish ethnicity and asked if this persentage could include Sami which is a minority people mainly living in Northern Scandinavia, Finland and Russia. Lisa, who answered me, was very helpfull but could not confirm or deny if Sami was included. She told me that MyHeritage was working with many different ethnicities to reach more detailed results. Hopefully this also is the case with Sami and Finnish.
Date of experience: August 9, 2017
I've been calling for weeks about getting my money back because I forgot about the trial and I wasn't even using the site they put my account in the negative I told them I even had to lock my bank account it's been weeks and no one has tried to contact me for a refund I've been calling leaving messages and when I do get a hold of a live person they tell me to just leave a message. This is sad you will not get your money back I will be telling as much people as possible that this is a scam because it's not right at all!
Products used:
Nothing
Date of experience: February 27, 2021
Dear Diamond,
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
When I received my results it was like they were for someone else, nothing remotely attached to my family who have had DNA tests with other companies. Firstly they couldn't find my DNA sample then after awhile the did find it and sent results. I got contacted bt a woman across the country and we concluded we were not related and she had the same opinion of MY Heritage DNA which is it is a scam company. I will tell anyone to choose a different company.
Date of experience: April 28, 2019
Dear Gary,
I regret to find your low star review.
I'd like to clarify that MyHeritage uses the total amount of shared DNA and the number of shared segments and compares it to our DNA upload database.
Keep in mind that DNA Matches listed at the very bottom, who share very little to almost no DNA with you, could be the result of identity by the state rather than identity by descent. This is a technical way of saying that these are false positives, and the DNA they share with you is a result of coincidence. It means that indeed, the DNA segment is similar between you and your match, yet it is unlikely related to a recent known ancestor, but rather to some ancient DNA or random sequence.
Starting with 4th cousins and going further, you should take DNA Matches with a grain of salt, and look for additional pieces of information as an indication on whether a family connection exists (such as shared ancestral surnames, or similar geographical locations between their family tree and yours). We will continue to enhance and fine-tune the algorithm regularly. We are working to implement an exciting feature road-map, and you can look forward to improvements on a regular basis. DNA Matching on MyHeritage will keep getting better and better, and more matches will be found as more people upload their DNA data every day.
That said, many of our members have indeed found some interesting discoveries using the DNA match research tool and not to mention others tools at your disposal such as shared ethnicities, ancestral surnames, chromosome browser, building a family tree and etc. Building a family tree is a great method to gain insight into your past especially when many of these tools are integrated with your DNA research such as Smart matching and Instant Discoveries.
If you need any further assistance with the progress of your research, please feel free to e-mail me personally at rafael.vipsupport@myheritage.com.
I'd be always happy to help.
Sincerely
Rafael
MyHeritage
I had considerable problems with putting my photos into my My Heritage family tree. Some of them I just couldn't upload to my site and profiles, while some of them were upside down or sideways. I got help with everything and learnt how to upload all photos myself. I also feel confident that I will be able to get help in future should further problems arise. I am extremely grateful.
Date of experience: May 14, 2017
Last week my iMac went out of function. I tried to involve my iPad with my My Heritage family tree. As something went wrong with my email-adresses nothing went normal anymore!
Less than 10 minutes phone time and everything was functioning as I planned!
Congratz Melissa
Date of experience: August 21, 2017
My dad is from Greece and immigrated to USA in the 1960's. His parents are from Greece and all my cousins, aunts and uncles are in Greece. My results have Greek as 0.0% and yet I have 27.7% Italian, I have no family or history of family from Italy. On my Mother's side of the family, my Grandmother was Irish, my cousins, aunts and uncles are Irish, again I have 0.0% Irish.
Date of experience: July 31, 2017
I was told exactly how to achieve this when the DNA test arrives with an account number.
I had order a DNA kit for a Friend of mine via my account and wanted to make sure that his data was separated from mine.
Date of experience: February 4, 2018
Had a software problem with MyHeritage Family Tree Builder and Rafael gave me the link to where I could obtain an updated version of the software plus clear and easy to follow instructions on how to install it. The problem was immediately resolved.
Date of experience: February 26, 2015
Recently while working on integrating my new DNA test on the site with an older genealogical effort on Ancestry I created two trees and needed help coordinating the different trees and two e mail accounts. The My Heritage team and JoseM did an outstanding job on this complex effort. I can move forward now confident that the data will seamlessly match up.
Date of experience: November 6, 2022
I wanted to install FTB on my Mac to be able to work on my famility tree offline. My first attempt failed and I contacted support. I got excellent support and after a few iterations it became obvious that the main problems was the setup of my Mac with storage of the Document folder was on a cloud service. Fixing this everthing was fine. It would have been nice with error messages pointing in this direction during installation
Date of experience: March 27, 2024
As an OAP, with very limited knowledge of computers, when something went wrong I found it very difficult to put it right again, so I had duplication's as well as other confusing problems, and often when I tried to fix them I made them worse. It became very frustrating.
When finally I made contact with Camilla at My Heritage, she really put my mind at ease, went through my problems individually, and had great patience with me, she finally got me back on track.
So I would sincerely like to thank Camilla, for all her help.
Date of experience: April 13, 2020
The time I soent on hold was a full hour despite being only 4th in line. I would have complained if it weren't for the fact that the consultant who picked up my call was not only very fast and very friendly, but had an extremely heartwarming irish accent. I just couldn't be upset! Overall the customer service was extremely helpful and would've been basically perfect if it weren't for the hold time.
Date of experience: May 12, 2018
Myheritage brings 2 long lost cousins together in Paris.
My Kishinevsky family tree has been on myheritage.com for about a year. I recently decided to contact other Kishinevskys on myheritage to try and find long-lost cousins. Someone I contacted referred me to a cousin they knew who lived in Paris, but whose family came from Bendery, a hop, skip and a jump from Tiraspol, where my family came from. Last Monday at the IAJGS conference, Jacques Kishinevsky and I met to examine photos and documents and to tell family stories. We spent 2 hours talking, me with my rusty French and a lot of body English. We can't prove with a paper trail that we are related, but I will call him cousin anyway. Being able to make this connection means a lot to me -- thank you, MyHeritage!
Date of experience: July 18, 2012
I was having problems signing in to an acct. I called and spoke to David N. He was very helpful he walked my through the steps to correct my issue and he was fun to talk to. Thank you David! (You must be your mothers favorite!)
Date of experience: April 7, 2018
This is not something you would find out until it is too late: The RESTORE function does not work. TECH SUPPORT KNOWS ABOUT THE PROBLEM. It has now been well over 100 days and they have no fix. "We'll let you know" is all they've said. Obviously if there is no restore function, your backups are useless.
THINK: Do you want to run the risk of losing all the hours you've put in?
For me, it is too late. I'm sorry I chose this company. I hope you can learn from my mistake.
UPDATE 7 months later: There is no update. Apparently they have no intention of addressing the issue. I assume it is part of their marketing plan: They know that once you put any time in on their platform, you've got too much invested to back out.
Date of experience: April 16, 2017
Thanks to DavidN who was patient, kind and helpful answering all of my questions and he also fixed a few of the errors in my Family Tree. I have not yet received the DNA kit so I'm just entering the information of my family members and ran across a few problems while in the process. Looking forward to the results!
Date of experience: March 14, 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.
Hello Debra,
Thank you for your comments and I am sorry to hear about your experience.
I would like to look into this for you and kindly ask you to write to me directly from your registered email address to dean.vipsupport@myheritage.com.
Please provide me with all the details in your email and I will give this a high priority.
Looking forward to hearing from you.
Kind Regards,
Dean,
MyHeritage Team.