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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
I chose MyHeritage from tens of similar sites. Enyoying it already and they keep improving every day. Support team is always very helpful and quick and very communicative
Date of experience: January 5, 2016
To all. Needed help with my account and called for it. Fast, pleasant response was handled quickly and professionally thanks to Steven or Stephan. Thanks, Clinton D Farnsworth
Date of experience: August 30, 2017
Excellent and friendly service from customer support, thank you for your help Maja.
I have nothing negative to say, I hope they keep doing what they are doing.
Date of experience: June 15, 2020
Eden used Team Viewer to see my problem & she was able to eliminate that problem. She made my day! The problem had caused much frustration for me. Thank you Eden.
Jim Lovejoy - Indiana
Date of experience: August 6, 2017
Ran into a glitch with my payment method and Marcus, at customer service, was able to fix everything right away and get my kit to me. A very nice company to do business with.
Date of experience: August 17, 2017
This was my first time having to call customer support. They were very quick in answering the que as well as very polite and friendly. Very prompt with answers and support.
Date of experience: January 17, 2018
I spoke to the nicest man - Alon - and he solved all my problems. A delightful person and very professional and knowledgeable. Wish I could get him all the time. Thank you.
Date of experience: June 5, 2017
The person who rang me was understanding of why I needed to suspend my membership for a year and was able to arrange for my automatic renewal to stop. Thank you!
Date of experience: July 10, 2018
My husband and I received great help from two people at my heritage. They were so patient and calm while dealing with two elderly people with only small knowledge of computers.
Date of experience: July 17, 2018
We'd upgraded, we'd looked at the help screen, we'd searched the blogs and we still didn't understand what we were doing wrong. One phone call and it was all sorted!. Thankyou
Date of experience: February 24, 2018
Support received from MyHeritage was first class and my issue was quickly solved. Refund was credited to my PayPal account immediately without any discussion.
Date of experience: August 14, 2019
Wow, Maor! That is a wonderfully thorough explanation. I do understand better now. Thank you so much for taking the time to explain it to me, so that I may share that information with my family.
Date of experience: July 24, 2017
I've had excellent and prompt service from Judit and Dean by email. I signed up for the 14-day free trial on a Sunday night but realised pretty quickly that the site was not going to help my research project with the little time I have at hand, so I decided to cancel within a few hours.
And that's when the trouble started: I couldn't cancel without my password and I couldn't remember it, I also couldn't remember the pin give to me by the automated telephone voice. The site also said my email address did not exist! It was late at night and scrolling through some reviews I became quite anxious that I was being scammed. People were so angry they typed in CAPS. The telephone support was unavailable so I fired off at least three emails and imagined my bank account being emptied.
Long story short: My mistake. Turns out I'd left out a letter in my email address. Dean sorted that out the next day and sent me a very friendly email with a new password, Judit also sent me a courteous email confirming that my free-trial subscription had indeed been cancelled. All's well that ends well.
I cannot comment on how good MyHeritage is for family research but it is is important to understand that taking out a subscription is entering a contract. When the free trial ends payment starts. Always good to read the fine print.
Happy that my experience has been a good one. Thanks again Dean and Judit for prompt response to my queries and resolving them.
Date of experience: July 18, 2016
The lady I eventually spoke to was nice but to have to wait nearly 2 hours to speak to her is poor especially when I originally rang I was only 6th in the queue.
They obviously need more operators.
Date of experience: May 22, 2018
You don't really give an image of segments of the DNA, it is much too superficial and still interesting but only regarding the regions one came from or originated from
Date of experience: July 26, 2019
Dear Suzanne,
I am sorry that you feel this way regarding your DNA Results.
Firstly, you are capable of using the Chromosome Browser tool to see the unique DNA segments, or sequences of DNA on chromosomes, shared between you and either one genetic match or a set of genetic matches.To learn more information regarding the Chromosome Browser, please visit our blog: https://bit.ly/2MLAjDV.
To provide users with Ethnicity Estimates, we started by figuring out what DNA from different ethnic groups looks like. Thanks to 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).
It is also important to note that certain populations have very similar DNA because of geographic proximity, migration patterns, and intercultural relationships. In other words, two ethnicities might be so similar biologically, that they cannot be differentiated by DNA testing. Therefore, since genetic similarities exist across country borders, it is more accurate to consider regions, rather than countries.
If you have any further questions, please write to me from your registered email address via "kayleigh.vipsupport@myheritage.com" so I may assist you with your research.
Kind Regards,
Kayleigh MyHeritage Team.
Don't waste your money. I bought a package, thinking it was only 79$ but it turned into 300$ and then a couple months later they charged me 300$ more dollars. And I have called them several times and emailed them and they refuse to get back in touch with me and give me my money back! I am completely upset! NOT WORTH ALL OF THIS! THE DNA TESTING DOESNT EVEN GIVE ME THE AMSWERS IM LOOKING FOR!
Tip for consumers:
Don't use this DNA kit
Date of experience: June 19, 2021
Dear Alexis,
I'm sorry to find that you were not aware of the price membership you chose and you have had trouble contacting our support center. Your membership satisfaction is very important to us all here at MyHeritage and I will do all I can to help.
With regard to the membership, we do offer a money-back guarantee in our policy and it seems you are eligible because you have purchased your membership recently. If I understand correctly you did not receive the results you expected as well from both the membership and DNA research.
I personally would like to assist you with the progress of research along with the charges of membership you describe.
In order to do so, I need to confirm and verify your MyHeritage registration but I cannot do that with the name I see here on Site Jabber. Therefore, please e-mail me directly at rafael.vipsupport@myheritage.com so I may assist you with all of this as soon as possible.
I highly appreciate your patience with all of this and I'll be looking for your e-mail.
Sincerely
Rafael
MyHeritage
Saoirse was courteous, informative, professional and very helpful. She was a true gem. Enter at least 100 characters, folks I'm writing a review - no intention of making a book out of this.
Date of experience: July 4, 2018
I have found the MH team, websites and DNA (originally from ancestry dot com)
Have been more than willing to get to the bottom of any issues I may experience.
I would recommend them to anyone that asks, and I have recommended to
Those close to me. Although, the DNA results are a bit different than
Original from ancestry dot com, I have been linked up with more family
(previously unbeknownst to me) 2nd and 3rd cousins, much more satisfying than
Ancestry dot com.
Thanks so much MH!
Date of experience: August 23, 2017
The person was showing me my GEOCOM had indeed been transferred to MyHeritage account.
What I am still unhappy about is the results of my DNA analysis. From the research I have done I am at least 25% German 9as confirmed by grave sites and family history yet the DNA analysis. Some wrote and explained how the DNA is diluted over time. However, going back 5-6 generations there are no East Asian relative, but more 150 German relatives--this not understandable to me and I really question the Validity of you analysis. If 6% of my DNA is East Asian there must have been a significant amount of East Asian DNA. With your reasoning about dilution, which I can understand, there should be at least some German DNA or some evidence of |East Asian ancestry.
Date of experience: April 6, 2018
I'm not sure this company uses accurate algorithms. My ethnicity results did not fit at all with the family history that I have. I am English, with Irish, Scottish and Romany Gypsy ancestry. My results showed 66% North Western European, 32% English, 0% Irish/Scottish 0%Eastern European. In other words a very narrow ethnic range. Now one interesting thing is that a few of the people I have been DNA matched with have no ethnicities in common with me. How can there be a match with no shared ethnicities? Another interesting thing is that some of my main matches have a really high percentage Irish (mine is 0%). I would expect a match with Irish ethnicities as my grandfather was Of Irish parentage but apparently I have no Irish. Surely I should at least have a small percentage even with the random nature of genetics and the type of DNA matches I have been given. Another unusual DNA match I have been given is with someone with Eastern European ethnicity ( we have no ethnicities in common). Now given my family history, this match links in with the Romany Gypsy side but apparently I have 0% Eastern European. If I could afford it, I would test with another company to compare results or challenge My Heritage with a blind sample so they cannot guess at results based on surname, where you live etc. Reading the reviews it does seem that some other customers have tested with other companies and got quite different results!
Date of experience: August 12, 2017
Dear Anita,
It is understandable to be curious why your ethnicity estimate results may differ with the family history you have so far researched.
I haven't located your account and viewed any specifics of your results but from what I understand you have researched your family to be English, Irish, Scottish and Romany Gypsy and your results show 66% North Western European, 32% English.
As you may know, MyHeritage gives you an estimate of your ethnicity, meaning that the results might be influenced by migration patterns and may not entirely represent your actual origins.
It is true to consider the fact that over the last thousand years, people in Europe moved around frequently and often mixed with people from neighboring regions. Over time, the official borders changed and so did the population. Because science currently finds DNA to be very similar between people in neighboring countries, such as North Western Europe and England, where there isn't sufficient statistical difference, the ethnicity estimate is retained on a higher regional level.
It is also very important to know that percentages of DNA a person inherits is not necessarily divided evenly in each generation.
Factually, each person receives 50% of his DNA from his/her mother, and 50% from his/her father.
Because the percentages of DNA a person receives from his ancestors at the level of second generation (grandparents) and further back is not necessarily divided evenly in each generation, it is possible that one great-grandparent may have passed on 3% of his/her DNA to his great-grandchild, while another great-grandparent may have passed on 11%.
This demonstrates why the probability of a person having only one pure ethnicity is very unlikely and why some siblings may inherit certain ethnicities, while other siblings may inherit the same ethnicity in another percentage, or even may not inherit this ethnicity at all.
Determining one’s ethnicity based on DNA is a relatively new field in genetics. Great advancements have been made in the past years, but there is much more to discover.
I can assure you that MyHeritage is on top of this and we will continue to work on improve our Ethnicity Estimate along with developing better tools based on your feedback, new scientific research and discoveries.
Please write to my inbox if you would like more information about your results at rafael.vipsupport@myheritage.com. I would be happy to help.
Sincerely
Rafael
MyHeritage
Very good customer service. Erin explained very well the origins of my heritage. I would like to see the DNA process be more precise with the origins.
Date of experience: February 22, 2018
Customer service is wonderful and so patient getting changes done on my account and so very knowledgeable in helping to change account over to another email address.
Date of experience: May 3, 2018
Slow, tedious, asking the same questions over and over. Misunderstanding obvious things, not reading carefully. Could be language / translation problem for the support staff, could be stress.
Date of experience: January 6, 2023
Though a german speaking person was not available i got a very clearly english speaking person on the phone who helped me to solve the problem quickly.
Date of experience: July 17, 2018
Had a few questions about billing and if my wife could use the DNA kit although ordered in my name. MARCUS went above and beyond. Answered all questions!
Date of experience: August 19, 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 Keith,
I regret to find the negative feedback with your experience in contacting our support department.
Geneology research is currently a very popular subject and we at times experience a high volume of questions from the millions of our members. I totally understand how bothersome it may be to be on hold and I sympathize with your efforts.
Your feedback is important to us and I have forwarded it up the chain of command to ensure a better experience for the millions of our members.
We absolutely value every single one of our genealogy researchers and hope that you will allow us to make up for this disappointing experience you have reported.
Please write to my inbox from your registered e-mail address at rafael.vipsupport@myheritage.com if you need any further assistance with your support issue.
Sincerely Yours
Rafael
MyHeritage