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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 spoke to a great fellow named Matty for the better part of an hour (he in Ireland, me in California.) He was terrific!
I now need help cutting some people out of a chart to print. The chart is for a relative who doesn't need or want to see all of my family.
Will be calling again soon.
Date of experience: July 28, 2018
I also like many others here signed up to My Heritage used it for two years, just recently cancelled following years subscriptions citing too high costs - yes costs as there are two elements for the Premium Plus (mugged). One was for Worldwide Membership and the other for Data totalling approx £250.00. As far as being able to search family records within UK this was pretty useless for me as my family roots are in Central Scotland. Whilst there are a lot of people around the world with tenuous links to my extended family their information appeared in the majority of cases to be unproven in connection to mine, therefore were at best suggestions which I then needed to verify but through other sources as My Heritage is unable to provide links to sufficient verifiable authoritative records in Scotland. So as stated at over £200 last year I have removed my information and cancelled my membership. Technoplod
Date of experience: September 24, 2016
Run a mile from this company. I cancelled my payment method and i have just discovered that they have somehow illegally accessed my account and taken 244.77 from my bank without any authority to do so. No email address everything bounces back. So I phoned them. I was asked for the last 4 digits of the card that was billed I told them and they immediately said that was not the card they had on file which would be correct I cancelled that card to ensure that they could not do what they have just done. Highly suspect behavior do not do any business with this company or if you do then expect that they will access your account and take your money
Date of experience: March 28, 2020
My experience with heritage is from being so ticked off at Ancestry that I uploaded my tree of 6000++ to My heritage without remembering I had a small tree already on heritage from many years ago. Trying to merge the 2 gave me fits and put my larger tree in peril. Michal guided me through the scene, gave me some other tips. And I am quite happy. It seems Ohio and Tel Aviv... are not all that far apart... lol
Date of experience: July 18, 2017
Your detail explanation about my DNA ethnicities does not make any sense to me,
None of those places you mention on my DNA had anything to do with me or my family. I still believe that you guys made all this up to make look good. To me this is nothing but an scam, this DNA is a fake, and you should refund my money.
Francisco E. Chavez
Date of experience: February 27, 2018
Dear Fransisco,
I regret to find you are disappointed with your Ethnicity Estimate.
Please note that we do not have a Cuban reference population and we keep our Ethnicity Estimate on a higher regional level.
Cuba is a multi-ethnic nation, with people of varying racial and national backgrounds. Cuba at different times has seen immigrants arrive who were Amerindian, European, African, and Asian. The genetics of Cubans are a mix and usually will reflect one or more of these various genetic percentages.
Therefore, it is not so far-fetched in the DNA research community to find similarities of DNA with people from other continents regions in your estimate.
To estimate your ancestral ethnicity, MyHeritage compares your DNA with the DNA of living people around the globe whose genetic ethnicity is known. We call these people the Founder Populations.
Founder Populations are modern groups that descend from a few individuals who left one area to settle another for political, religious, or social reasons. Founder populations amplify certain gene variants while maintaining significant stretches of uniformity in other DNA sequences.
More and more ethnicities will be added to our database as we give the option of FREE DNA upload and the results of our Founder Population Project.
If you would like a more in-depth explanation of your estimate, please feel free to e-mail me personally at rafael.vipsupport@myheritage.com.
I'd be happy to help you, always.
Kind Regards
Rafael
MyHeritage
Both my husband and I ordered the kits and they were both listed under his name. Linda was able to correct the problem without much difficulty. She was outstanding! I did find the phone wait extremely long before I was able to speak to someone in customer service. We have ordered kits now for other family members. Thank you.
Date of experience: April 27, 2017
Hi Mark
I am happy to confirm my grateful thanks for the assistance you gave me this afternoon and I have already received the emails confirming the refund of the subscription funds. My Heritage are to be complimented that you have the authority to deal with the matter in such a pleasant and speedy manner.
Thanks again
Eric Morgan
Date of experience: July 11, 2019
I had been building my family tree using Ancestry and had a huge tree, over 15,000 names. I've recently moved that tree to My Heritage and have invited many family members to join the effort. We have participants from 5 states and Australia. We had added over 2,000 family photos to share and it has been a great source of information and pleasure for family members that we would not have been in touch with otherwise.
My Heritage also has made it much easier to see specific relationships between individuals, and so it's been quite easy to review the entire tree and eliminate a lot of errors that had crept into our data base.
Date of experience: January 2, 2017
I find the software very user unfriendly and is not intuitive. It's very difficult to navigate. I had a question about my DNA test and had no problem getting through to support. However, it took over 2 weeks to get an appointment for a DNA support person to call me back. They did call exactly when they said they would and I was impressed with that. The person I spoke with (from Tel Aviv) was very professional and tried to answer my question as to why my DNA showed 94.5% English but my son's showed 0% English. I could follow the explanation but I don't necessarily accept it. Just doesn't make sense to me, and may have him take another DNA test from a different vendor.
Date of experience: March 7, 2018
I am disappointed in how much miss information is being copied in my family history. People who are vastly distantly related to my father's ancestors have posted errors which have been copied and scenarios constructed around the error. I am a much closer relative to the people in question and am in contact with even closer relatives in their 80's who remember the family history vividly. I have documentation compiled by an woman who lived to be 100 and had recorded family history for many years recalling her contact with said people. I' getting a bit jaded about the whole history site thing.
Date of experience: June 20, 2019
On January 5th 2018 I was billed &127.20 plus 20% vat for 12 months subscription for access to The Premium Plus Family Site. Up to press I have been unable to access anything but the basic site. I've Emailed with no response. Could somebody get back to me please?
Date of experience: January 13, 2018
Got to say that Dean has Emailed me today and credited back the overcharged amount back to my account. Quite satisfied now, but still cant understand the reason for the double charging in the first place.
Tip for consumers:
Just like to add that Dean contacted me today and refunded the overcharge to my account ,to my satisfaction.
Date of experience: January 9, 2017
I received an email indicating there was a problem processing my DNA sample due to confusion over gender; The email indicated there was 24/7 customer support. This is clearly not the case and should be corrected immediately. After 2 prior calls leaving messages (calls were not returned) I reached a very helpful customer support person and she was able to quickly resolve the issue. Hopefully I will get my results in the promised 72 hours. The 3 stars is for the misleading claim of 24/7 support and the unreturned calls. The rep I finally spoke with deserved 5.
Date of experience: March 5, 2018
I have been enjoying my premium subscription to MyHeritage, which gives me a huge amount of information to add to my family tree. There is also the option to send a message to another subscriber (& possible distant relative). Today I had a question about contacting another subscriber whose link I could not find. I had a very friendly and helpful call with AoifeD in customer service. She explained a few things about using the site (still have not found the actual link I need but I'm on the way).
Date of experience: April 14, 2018
Before 1 year I upgraded my account. This year my card was charged automatically, without my permission. However after I informed them, they responded within a few minutes and sent me back my money. Very good and fast problem solving!
Date of experience: December 4, 2018
I made a mistake in the set up of my family tree. Needed to change persons for other ones. Could not find the right path to get it done so I called the help centre. Joan answered and she was a real great help guiding me through the system. She was very kind and patient with me and that is highly appreciated. Called the help centre in The Netherlands but only got English speaking Joan. Wonder how this would have been if I wasn't able to speak English.
Date of experience: January 23, 2018
The website automatically renewed my subscription at the most expensive level without my consent. 250 dollars. Needless to say I was livid. Called the help line and they were very professional and kind and promptly refunded my money and cancelled the subscription. Minus one star for automatic card scans.
Date of experience: August 2, 2018
I ran out of funds. A 4th cousin in Denmark emailed me to let me know they asked him if he wanted my trees there are over 5000 ancestors and 10years research. I was not happy and have deleted my 4 trees
Date of experience: July 25, 2017
My Heritage tree has grown rather large due to a few famous people who have many descendants. Consequently, I seem to get a large number of Smart-Matches and Record Matches. Today I noticed that I have several duplications in my tree, and also that a few early Australian ancestors were linked to an incorrect mother after 3 marriages of a key figure in the chain (his other 2 wives had died young during childbirth). The support team member I was put through to, Zvonimir, was extremely helpful and patient. He quietly led me through the process of finding and eliminating some duplications in my tree, and then helped me learn how to disconnect links and add links to another person in order to correct my problem. It was very time consuming and I really appreciated his support with teaching me and discussing how such issues can arise in the first place.
I am now more equipped to deal with the software and will work on cleaning up my tree over the next few weeks.
Many thanks Support Team!
Date of experience: January 29, 2019
I signed up for this 2 years ago and canceled the auto renew. So a couple days ago they renewed it. 299.00 you can't get them to answer the phone. I don't know how they get away with just ignoring customers. It is terrible customer service.
Date of experience: April 28, 2023
Hello Maria,
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
I had a DNA question about not being able to upload my raw file. Dana, the MH customer representative patiently walked me through the process. I discovered that this can't be done on an IPad. You must be using a computer! Who knew! Thank you Dana.
Date of experience: February 28, 2017
I joined MH 2 years ago after trying out various other sites, and have been very happy indeed with their search programs. So much so that I signed up this year for the additional Records match package and have been inundated with information!
My only problem has been with the DNA results which didn't seem to have any relation to my previous certified history.
I've tried calling their help line ( Spain and England) on several occasions, been left hanging on, and on... have left several messages and sent an email, all without any joy! So regrettably I must give 0 stars for their Help line!
I finally got through today and thankfully found someone that called me back within 30 mins, explained the possible problem to me and has promised a solution. A very nice girl, pleasant, polite and professional. So 5 stars for this young lady!
TBA the solution to the DNA problem...
Tip for consumers:
Don't do DNA test at the moment. They say they are perfecting their testing and it should be ready in 5/6 weeks. (I.e. End of April 2017)
Date of experience: March 20, 2017
Try talking to a real person just doesn't happen they keep referring you to their help Centre which is no help whatsoever when you need to speak to someone. They never answer the phone or give call backs. Very frustrating.
Date of experience: February 25, 2021
Hi Angelene,
I absolutely understand how frustrating it is to wait to speak to a representative and I will do all I can to help.
Our aim is to avoid long wait times and we absolutely value every single one of our genealogy researcher's questions and request for assistance. I hope that you will allow us to make up for this disappointing experience you have reported.
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
I had difficulties with the Family Tree Builder which was entirely the fault of my PC settings however I could not fix it. I received highly professional assistance and the technician who called me back exactly at the allocated time fixed the problem efficiently. Great service! As for the Myheritage progam itself, I have been using for 5 years and can't fault i. Very satisfied
Date of experience: April 12, 2017
I was very happy that My Heritage were able to convert the genealogy files that I created more than 10 years ago. It is a great service they provide and an excellent genealogy site to create and grow your family tree.
Bronwyn
Tip for consumers:
If you have had trouble opening the older version genealogy files like .paf, My Heritage were able to convert them for me to .gedcom files so I could easily import them into my family tree.
Date of experience: February 11, 2016
I downloaded the most recent issue of MyHeritage, and couldn't sync my files. Sent a request to solve the issue. It took several replies before it was solved. Even though it took more than a week, the technician stayed with me as we went through possibilities. Turns out that this issue of: MyHeritage had some problems and "sync" was one of them. Re-downloading the more recent of the new MyHeritage got everything working. Some times it seems the service is slow, but they keep at it until the problem is resolved.
I would like to see a way that MyHeritage can sync more than 10,000 family files in a more timely fashion. I am pleased with MyHeritage at this point.
I have found that my family is related to the developer of Troy, as well as William the Conqueror and through him all of the subsequent monarchs of Great Britain. There are many Roman Emperors in my file. Too bad I didn't inherit their realms and fortune.:-)
Date of experience: March 24, 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 Gary,
I regret to find you were unaware of how the trial works and I will do all I can to help.
When you enroll in a membership and a month before you are charged with an annual or trial fee, e-mail is sent out to you explaining the annual fee and its charge.
Also, one may view the status or cancel a trial or even annual subscription at any time online when logging into MyHeritage from the My Purchases page and incur no annual charge.
I can assure you that if you haven't been able to cancel online, you are certainly entitled to a refund.
In any case, our terms and conditions read that If you are not satisfied with your purchase you may request a full refund by contacting Customer Support within thirty (30) days of the initial purchase date of the subscription.
I'd like to cancel this for you or refund it but in order to do so, I must first locate and verify your registered account. This is hard for me to do without it because there are many people named Gary S. In our database.
So if you could please e-mail me personally from your registered MyHeritage address at rafael.vipsupport@myheritage.com, I'd be happy to assist you with high priority.
Sincerely
Rafael
MyHeritage