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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 realise, how many relatives I could have. They are around the world.
Date of experience: August 21, 2024
The representative Majoa perfectly assisted me and came up with a solution for my issue. She also provided me with accommodation for the inconvenience, which was not the fault of the company, but instead of the postal service.
Date of experience: April 11, 2023
Easy to follow all instructions and speedy results thank you
Date of experience: August 22, 2024
Bought dna kit and it came with free trial and once the free trial ended I got charged 149$ didn't even get a reminder didn't even know I had a free trial called em they wouldn't give me a refund, 0 stars for them
Date of experience: March 18, 2023
Getting repeat smart matches after turning off Repeat Search button
Date of experience: August 21, 2024
Hello Marian,
Thank you for your feedback.
Have you tried going to your family site settings?, you can do this by going to your online family site, moving your mouse next to your name and clicking the small arrow.
From the menu that appears select "Site Settings". You will then need to click on "My Privacy", then scroll down a little if needed and click on "Content".
This will then show the SmartMatch settings you may adjust to your needs which will then effect the amount you receive according to the settings you place. Don't forget to click on save once you select what you require.
I trust this has proven useful to you and if you require any further assistance then please feel free to reach out to me from your registered email address to dean.vipsupport@myheritage.com and I will gladly help.
Kind Regards,
Dean,
MyHeritage Team.
I get regular information on family or possible family member's
Date of experience: August 21, 2024
After a few used it will say you can't used animate your photos anymore since you're free trial is over. Then after some days it will automatically charged my bank account for a year subscription without a warning. I called and file a dispute, refund right away! Been on the line for long and all they will say is to wait for someone to callback. NO ONE IS CALLING BACK YET! They took it that fast why cant they atleast return it in few days!
Tip for consumers:
NEVER ATTEMPT TO USED EVEN FOR FREE
Date of experience: February 4, 2023
Hello Shine,
I’d like to personally assist you further. You are welcome to contact me via email with the details at Nikolina.vipsupport@myheritage.com, along with a direct link to this review.
Looking forward to hearing from you.
Kind regards,
Nikolina, MyHeritage Team
I had a problem with my subscription, which I couldn't understand or sort out. I was getting quite frustrated that I couldn't solve my problem my self. So I made a couple of enquiries via Emails, that eased my mind, then I received a phone call, I was given such a fantastic deal, as a thank you for being a loyal customer, I was so happy with the out come. I had to share it. I was so happy with the way my problem was dealt with.
Date of experience: February 22, 2023
Not too much to say to help others. I leave that to them to decide.
Date of experience: August 21, 2024
Difficult to use. Very expensive for what you get, lacking search data.
Date of experience: August 21, 2024
Hello Brian,
We value your feedback and we are committed to providing you with a positive user experience
MyHeritage is based on subscriptions that offer various tools for genealogy depending on your research focus.
That said, we offer a free basic plan along with a number of different paid subscriptions, depending on what area you are trying to research.
A free Basic plan is a great start if you are just beginning the research of your family roots. A paid subscription includes our latest state-of-the-art matching technology or access to our extensive historical record search engine. These subscriptions can be canceled at any time, online, or by contacting our support team.
If you would like more information about our subscriptions to find the one that best fits your research needs, please feel free to contact me directly at dean.vipsupport@myheritage.com. I'd be happy to help.
Sincerely,
Dean,
MyHeritage Team.
I have a good experience, still working on the three family.
Date of experience: August 21, 2024
Much better results than another company. Lost of people related to my DNA
Date of experience: August 21, 2024
Always well informed when new information comes from other members.
Date of experience: August 21, 2024
Olen ollut jo vuosikausia asiakkaana ja aion myös asiakkuuttani jatkaa. Kiitos hyvästä palvelusta.
Date of experience: November 3, 2024
Have received nothing back. It's extremely difficult to get in contact with customer service to find out what happened. Pretty disappointed as I wanted to discover who my biological family is
Products used:
My Heritage DNA kit
Date of experience: June 9, 2023
Hello Cal,
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
Beware. They will post your private information on public web. Took me months to get it removed. They offer family search in their fee, but that's free to anyone. Maybe why they joined with Geni. Would Not Trust
Date of experience: April 13, 2019
Dear Lynn,
I'm sorry to read about your struggle with contacting our support team and removing your private information off of the web. Issues such as these can an indeed be frustrating and I'd be happy to clarify.
MyHeritage is with full accordance with the General Data Protection Regulation (GDPR) law that enforces the removal of all information on online sites upon the request of the information's owner. This is why MyHeritage will not post private information on the web without your authorization. Any information that a member will publish on their site is controlled by them and can be amended or deleted at any time. It is the site creator's sole responsibility to ensure that the information they publish is either privatized or removed.
For more information, please see our privacy policy found here:
https://www.myheritage.com/FP/Company/popup.php?p=privacy_policy
With regards to your comment on the MyHeritage data subscription, please note that family search is actually free for all Basic members (MyHeritage free membership) and does not require an extra data subscription. To clarify, there are actually many other collections such as e.g. BillionGraves, and the Social Security Death Index that do not require an additional subscription. The data subscription is a separate membership for the genealogy research market because it expands as more historical data is uploaded from MyHeritage partners that require royalties on its use by customers.
If you are in need of any assistance with the removal of your information or any of our memberships, please feel free to e-mail me directly at rafael.vipsupport@myheritage.com.
I'd be happy to be your direct line of contact for any questions or requests you may have.
Sincerely
Rafael
MyHeritage
This is a total scam. What they advertise on their website, about documents you can get information from, find more about your ancestors is just untrue. After subscribing to the complete package, I could not find any more information about my family than what I had already found from someone else tree they made themselves. So this trash of website was completely useless.
I got in touch with them, to which a lady phone called me a few days later. Even though they supposedly offer a 30 day money back guarantee, she was saying that it was not possible to do so, even thought just 8 days since my purchase had passed. And she was pretending to speak with a billing department, trying to find me a deal, which was just another lie, as one of the times, i got on hold for just 5 seconds while she went speak with the billing department. Everything smells as a scam here.
So, do not fall for the lies that are advertised about their services, and don't fall for the scam this company is. And forget the money back guarantee they say. At this moment, no other option left for me rather than involve law enforcement entities to solve my situation.
Tip for consumers:
30 day Full refund policy is a lie.
Date of experience: April 10, 2023
Hello Joao,
Please send an email to Nikolina.vipsupport@myheritage.com from your registered email address at MyHeritage so that I may locate your account. In addition, please provide a direct link to this review and I’ll gladly assist you further.
Best regards,
Nikolina, MyHeritage Team
Customer help? Rubbish.
You can't physically talk to a representative.
Impossible. Emails? No response.
I emailed one month before renewal of membership was due, informing I was cancelling subscription and did not give permission for an "automatic renewal "
They did take my money...$251.
Well... I know police are helpful and will answer my call.
Date of experience: June 20, 2021
Dear Lesley,
I'm sorry to find you have had trouble contacting a support representative here at MyHeritage. These kinds of issues are always annoying and I will do all I can to help.
I would like to make sure you know that we here at MyHeritage offer a 30-day money-back guarantee with our membership policy. Rest assured you will receive a refund by all means. Id like to personally assist you with this refund but in order to do so, I must first confirm your MyHeritage registration through your e-mail address.
Therefore, please e-mail me directly at rafael.vipsupport@myheritage.com so I may assist you with this as soon as possible.
I look forward to hearing from you.
Sincerely
Rafael
MyHeritage support team
EDIT - I purchased a MyHeritage.com kit, still avoid at all costs! The response below from a MyHeritage representative is carefully crafted to create seeds of doubt about my complaint. But this time would be perhaps be better spent simply answering the customer service line in the first place.
It looks like someone from MyHeritage.com responds to these reviews and tries to help, but that time would be better spent trying to assist paying customers who have issues. I paid for my kit and received tracking. Kit never arrived and post office claims it never received it. After 7 calls over the course of 3 days I still was unable to contact someone at MyHeritage.com. Each time I called the customer service number provided, after a lengthy and confusing button pushing exercise, I was subject to a "Please call back." message. Not worth your time, purchase another kit. I did, and I am much happier with the result.
Proof of my purchase is below.
Date of experience: November 8, 2017
Dear Nicole,
I'm sorry to read your low star review and I will do all I can to help.
Your overall satisfaction and feedback is important to me and I would like to ensure you receive a refund as soon as possible.
I'd also like to investigate why you have not yet received your kit. Unfortunately, I am unable to locate your MyHeritage account under the name you provide here or with the screenshot of the e-mail that you titled proof of purchase.
Please send me an e-mail from your MyHeritage registered address at rafael.vipsupport@myheritage.com so I can assist you with this as soon as possible.
I'll be looking for your e-mail.
Kind Regards
Rafael
MyHeritage
This company continually raises fees and the initial advertised $59 fee is renewed at up to $299 without warning. THeir excuse is that they told you when you bought and they take no responsibility for notifying you of a pending renewal. THeir ethnic matching differs from three other services and is clearly wrong by not recognizing my mother and grandmother's proven ethnicity.
Date of experience: December 15, 2021
Their attention is impeccable and I can say they are known for being seriously committed.
My request was replied to appropriately at the time by Julia.
I will certainly continue to rely on their services.
Date of experience: January 24, 2022
I was billed $191.40 for a year's subscription which I did not request. I received the email notifying me of this on 15 September but the email said I needed to advise if I didn't want this by 14 September. I emailed back and received no response. I also paid for two DNA tests and sent them more than 6 months ago and received nothing. I have serious concerns about how this company operates. I am trying to rectify these problems but contact is difficult (until now impossible)
Tip for consumers:
Simply stay away from this site. I have tried many ways to contact and it seems near impossible.
Products used:
2 DNA kits
Date of experience: July 24, 2022
Dear Barbara,
I am sorry to read your review. I would like to investigate your case personally, please send me a message from your registered email address to dean.vipsupport@myheritage.com and I will be more than happy to help you.
I look forward to hearing from you.
Kind regards,
Dean, MyHeritage Team
I had been using MyHeritage for about 3 years now linked to Family Tree Builder. Over time I had a few minor problems, usually caused by incorrect settings which were sorted out quickly. However, I had a major problem 3 weeks ago when the sites would not sync. When I contacted MyHeritage several things were tried over the first week, then I got put through to Ron and he has been reviewing screenshots, logs, and program settings for the past week. He tried many things even deleting the programs and reloading them again and finally got it working. I must admit that I was giving up but he kept going. He is a credit to the Support program.
Date of experience: August 2, 2021
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 Isaiah,
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