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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
Having Scandinavian paternal heritage; along with others; there seems little information available which is disappointing.
Date of experience: May 22, 2018
They always are able to help get the answers I need solving my personal problems. Kind and courteous also.
Date of experience: May 21, 2018
I have always found My Heritage to be an extremely efficient and technologically innovative genealogical research company.
Date of experience: September 1, 2016
I had an issue regarding payment ans subscription.
My problem has been sorted out quickly and professionally.
Thank you for all your help!
Date of experience: June 12, 2018
My questions were answered quickly and efficiently. I would not hesitate to ask for help if the need arises.
Date of experience: June 19, 2017
Problem solved in minutes. Operator was very efficient and helpful. Definitely deserves a five star rating
Date of experience: July 10, 2018
Your rep was very patient and super knowledgeable in resolving my internet problem. Glad I spoke to him.
Date of experience: July 8, 2018
The customer service is very helpful. And I've already found relatives with Myheritage;-) Hope to expand my family tree further!
Date of experience: March 28, 2019
Im really excited to be in contact w/ this company
Its amazing thing that they hold and analyse so much data
Date of experience: August 1, 2018
I received courteous, lucid explanations for two queries regarding the ethnicity assignments. Good service.
Date of experience: July 31, 2018
Rep went above and beyond in issuing me an expedient refund after I'd forgotten to include discount code when placing my order.
Date of experience: July 22, 2018
Wait time too long. Once I spoke with a customer-service rep, she was very courteous, efficient, knowledgeable, and helpful, overall.
Date of experience: August 18, 2018
Offers special pricing and then rejects all attempts to process payment. Customer Service is no help
Date of experience: August 31, 2022
MyHeritage is not able to solve problems after 8 months, but does send an email that it would be solved.
Date of experience: April 28, 2020
Dear Marc,
We value the satisfaction of all of our members and strive to offer a first-class service to our members. I would like to investigate your case personally, please send me a message from your registered email address to shane.vipsupport@myheritage.com and I will be more than happy to help you.
I look forward to hearing from you.
Kind regards,
Shane, MyHeritage Team
Had an issue regarding a purchase, DM'd on Twitter and sorted very quickly!
Great customer service from Marianne
Date of experience: November 4, 2021
I was trying to upload raw DNA from another company. It had been over an hour and nothing uploaded. I called and at first, I had trouble getting to a person to talk to. I chose #4 and was prompted to enter my account number, but when I did, I was cut off. This happened a couple of times. Sending a message was no better because the information box wouldn't show any higher than my email address although the scroll bar showed I was at the top. So, I called again and chose another option # and this time my account number was accepted and even though I didn't choose #4 I spoke to Tadhg who was absolutely wonderful! He told me he would help me. He very patiently guided me as I redownloaded and reuploaded the DNA and it worked beautifully. I have a Mac and I don't know if that was part of the problem, but I place Apple Customer Service at the top of my list. I hope I can add MyHeritage there (if I can get through easier) but I will put Tadhg up there with Apple. Thank you so much for all of your help, Tadhg. You're one of the best Customer Support reps ever!
Date of experience: November 12, 2017
I've had a issue with a subscription and they solved it in a few minutes ( Shoutout to Yasmin from customer service)
Date of experience: January 4, 2022
I am satisfied with the employee. They work very good an they have understand what we want. They solve oure problems.
Date of experience: April 16, 2018
I had not notised how to activate another persons DNA-kit. But you helped me to make the correction direct. Thank you!
Date of experience: May 29, 2017
I was very happy with the consultant and she couldn't do enough for me to help me out with my problem
Date of experience: May 23, 2018
I had a problem with the password and could not get access to my account. Joy was very helpful and got me a temporrary passsword that did the job.
Date of experience: March 8, 2018
I had Great help getting in down ASAP in under 5mins. Oh Yes Ty very much. Next time I will double check my data..
Date of experience: July 16, 2018
I joined because of the book matching feature, which is described in their blog. I have over 20,000 people in my tree. I expected book matching to generate 1000s of finds--it generated ONE! Yet, when I search books for an individual name, many finds are generated. I have had no success with customer support, either by phone or email. Dean sent me two email messages which suggested I "read the blog" (duh! That's why I joined), and then pointed to the ONE match I already had and unhelpfully informed me that "a book match will appear within your record matches." Yes, I KNOW that! Two tech support people couldn't do anything but "escalate" me... thy had no faint idea what the problem was... and no one called me back. I notice that lots of "Smart Matches" (84,505) have been generated for my tree. BUT I don't care about them at all. I don't want other people's trees. I want the BOOKS. This failure is a big disappointment, and Customer Support appears to be virtually nonexistent. I tried to leave a comment/complaint on their blog and also on their FaceBook page--but they were not permitted. All this company wants to hear are "Awesome..." I thought Ancestry had lousy customer support, but compared to my Heritage they are terrific. At least they permit customers to place critical comments on their blogs and they also allow problems to be reported--and often responded to--on their FaceBook page. When I called today, no manager was available to speak to me and all the rep could do was say my problem had been "escalated" and "someone will call you"--but she had no clue when anything would happen. I think book matching would be brilliant--but it doesn't work for me, and no one at myHeritage seems to know anything helpful.
Tip for consumers:
I originally posted this review on June 23, 2016. The company made a few stabs at trying to help me, but then when the suggestions Dean made were not useful, he just started ignoring my followup emails. Finally, I decided to try to delete my tree and upload a new gedcom. This resulted in over 900 book matches--still far short of the thousands generated by the example in the company blog. But no one at the company had the knowledge to suggest I try this. Very poor customer service.
Date of experience: June 23, 2016
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.
Hi Brian,
I'm sorry to read you feel disappointed with your results and I'd like to ensure the progress of your research.
As you may know, the Ethnicity Estimate is built from DNA references that are known in the DNA community. We compare those references with your DNA results using complex methods and this database is constantly being researched. (MyHeritage founder population project).
That said, it is difficult to build a distinct profile for Great Britain and Scandinavian countries, as those are admixed with Western European DNA. Anglo-Saxon people settled in the British Isles, and they were comprised of Germanic tribes.
There are ways to further your research and circumvent these temporary obstacles by using the various tools that come with your DNA results such as DNA matching and building a family tree. Our match algorithms have been proven to automatically find and compare similar DNA strands along with ancestral surnames, records, and family trees to find very interesting discoveries. Our DNA match database is growing at a faster rate because of how we allow the FREE upload from other autosomal DNA test providers than MyHeritage DNA (FTDNA, AncestryDNA and 23andMe).
For more information on DNA matches, please follow this URL path:
https://faq.myheritage.com/DNA/DNA-Matching/
If you need any assistance with this, please feel free to e-mail me personally at rafael.vipsupport@myheritage.com.
I'd be always happy to help you.
Sincerely
Rafael
MyHeritage