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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
Gives me Smart matches almost everyday. My family tree has grown more than ever than with any other program. It was the only one who found my Great grandmother and all her relatives from Sweden.
Date of experience: April 5, 2018
Top Notch helpline. The help staff (who all seem to have Irish accents) have endless patience and good humor, even with an idiotic old codger like myself.
Date of experience: October 16, 2018
Family Tree utility that is easy to use. Different levels of assistance are available including a DNA kit to aid matching various people.
Very professional and helpful organization.
Date of experience: July 24, 2018
Even though i had a basic account from many years ago, they assisted me by telephone in recovering my info. It was complicated, but the agent was extremely knowledgeable.
Date of experience: July 10, 2018
Made a silly mistake when registering my details and was locked out of my account. Got help right away via social medi, super friendly and on New Years Day too.
Good job customer services team!
Date of experience: January 1, 2018
Several years ago, when I was a premium (paying member), I had numerous issues following an upgrade that despite many emails with screen prints went unresolved. I even uncovered a system glitch and reported it and never got an acknowledgement of receipt. The user manual index page numbers are grossly off making it even harder to find things and to help yourself. I cancelled my premium membership. I'm sorry that I built and put so much effort into building my family tree with their app. I should have used Ancestry. I still have an issue with email notifications being sent to family tree members about upcoming events for deceased people (I have clearly indicated in the app that they are deceased). This is very distressing to those who have lost their loved ones. Since you cannot get customer service help unless you are a premium member, I called the Sales office (of course they will take your calls there) and asked that this be reported to someone who could actually do something about it. So think carefully before deciding to use MyHeritage.
Date of experience: September 14, 2021
They helped me right away without trouble and I didn't have to wait more than a day to get an answer. Within three days my problem was solved. That's how services are supposed to be.
Date of experience: November 9, 2015
I would appreciate online help explaining the process of reviewing and confirming. For instance when you confirm and import to tree, where does it show?
Date of experience: July 5, 2018
I wanted to remove an unwanted tree from my website. The service provider gave precise and succinct instructions on how to achieve this. Problem fixed.
Date of experience: April 12, 2018
How encouraging that they even have phone support, let alone a staff that one senses really cares. Got my questions answered. Will probably call back again later.
Date of experience: April 10, 2018
Have had the best service from MyHeritage... great communication and prompt replies to my questions! Now I'm eagerly waiting DNA results for my parents :)
Date of experience: February 10, 2019
Excellent service, very friendly and professional. Very patient with while helping find the right buttons as I have a vision problem.
Thank you so much
Date of experience: June 22, 2018
If i could give zero stars I would...avoid this company at all cost. They will rip you off £20 a month without sending out subscription reminders. Typical low practises of a USA firm... Beware
Tip for consumers:
These are professional thieves out to rip you off
Products used:
DNA kit
Date of experience: August 24, 2023
Hello Tony,
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
OK, how can you fault something they are giving you for free? Easy when you are met with a page demanding payment to use advanced features at just about every click. "Enjoy FULL access to ALL historical records "FREE for two weeks? EVIDENTLY NOT. This site is so frustrating to try and navigate and input information that I can't last the remainder of my "Free" trial period.
Date of experience: August 3, 2019
Dear Sheldon,
I'm sorry to hear about your experience with our free trial. During the 14 days, you should be able to enjoy for free all our Premium features.
If you're experiencing some issues that are not allowing you to fully enjoy our site, please contact me directly to follow up on it. Please email me your account details (account ID number or registered email address) via elena.vipsupport@myheritage.com and I will be happy to personally assist you.
Kind regards,
Elena, MyHeritage Team
Thanks for all your help and assistance through the registration process for our DNA kits after I made a mistake on line. So easily fixed when one knows how. Thank you.
Date of experience: December 11, 2017
Taking more than two weeks already and not kit delivered. Called customer srrvice nobody amswers. They dont take cuatomers serously. Stay away frm this business. I can even request my money back. I will talk to my bank to reverse charges.
Date of experience: November 14, 2017
Dear Alberto,
I'm sorry for the delay and I understand how frustrating it is to wait for your kit. I sympathize with your efforts and will do all I can to help.
Your overall satisfaction is extremely important to us and I would like to investigate why you have not yet received your kit.
If you would like, I can issue you a refund as well by all means.
Please email me directly at rafael.vipsupport@myheritage.com so I may assist you with this as soon as possible.
Kind Regards
Rafael
MyHeritage
My request was only for a change of email contacts, but the help provided was very good, also talked me through my computer and it settings, some thing I would not have done by myself
Thank you
Date of experience: November 27, 2017
I hd ordered 4 kits on 5th Nov n pd £180 fr them all. Today I receive a postcard from the Post Office saying that I have to pay £8 for Customs. Really?
Date of experience: November 16, 2017
Dear Lulu,
I'm sorry to read your low star review and I regret to find you were unaware of your country's policy on shipment and customs fees.
As you may know, MyHeritage has no control over the various local taxes involved when purchasing something online that is mailed from the United States.
If you have any questions on this or need any help, please feel free to e-mail me personally at rafael.vipsupport@myheritage.com.
Kind Regards
Rafael
MyHeritage
Problem promptly resolved with only 1 e-mail. Have had other minor issues over the years & always the same prompt respectful correct resolutions. Thank you staff.
Date of experience: August 14, 2019
My experience with Support was wonderful. He gave me clear instructions that I could do quickly. If I ever had another problem I would go there first after trying to fix it myself.
Date of experience: July 13, 2020
Fast and great customer service, issue resolved in seconds. Looking forward for purchasing my kit and would definitely recommend this company to others
Date of experience: April 6, 2018
Very friendly. Very helpful. I'm very satisfied with the telephone service.
I haven't been getting replies from email support on 3 occasions. So, my advice is to call them. Free phone number.
Date of experience: December 3, 2017
Rep was gracious after I waited on hold through 14 people before me. Anxious to get results but I think instructions should include not eating or drinking for an hour before testing
Date of experience: May 24, 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.
Dear Dawn,
Thank you for your review.
I would like to look into this for you however I will need to locate your account. Therefore, please write to me directly from your registered MyHeritage.com email address to, dean.vipsupport@myheritage.com and I will give your case a high priority.
In addition when you present your case, please include a link to your review.
Looking forward to hearing from you.
Kind Regards,
Dean,
MyHeritage Team.