- Log in
- Browse Businesses
- Guides
- Resources
- Write a Review
- Request a Review
- Backed by the National Science Foundation
- For Business
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 want to thank MayaN for her assistance in helping to activate my Mothers DNA kit that I sent in. It is very important to my family because my mother has passed away. We look forward to getting the results. Thanks again MayaN.
Date of experience: February 22, 2018
The costumer service answered all my questions and explained every answer in detail.
I had reservations about using My Heritage after reading all the bad reviews. Now that he explained to me how people could feel their test were wrong it made me feel alot better.
Date of experience: April 24, 2017
Used the site last year and need to subscribe for the level of information I was after. Got loads of relevant and helpful information and shared information with someone I got in contact with. No time for this hobby this year and had forgotten until a subscription was taken. - Then I emailed to cancel, on a Saturday, Money was refunded within an hour- excellent!
Date of experience: April 8, 2018
I have been scammed! Upon reflection of my tribal records and MyHeritage estimates, it would appear MyHeritage lacks the expertise and data banks the organization professes. Such inaccurate information would sway any business to give an immediate refund.
I would not recommend MyHeritage to anyone of Native American ancestry.
Date of experience: November 6, 2017
Both my wife and I have a DNA test with Heritage and Ancestry. While Ancestry was closer to our family tree research, My Heritage was out in La La land. My not of been our results, who knows. If our results, then there testing is flawed and shady. Do not recommend them.
Date of experience: July 5, 2017
Hi Harry,
I understand that you have uploaded the raw data of a DNA test you took with a different company and you would like to know why the Ethnicity Estimate results differ between the providers.
It is true to consider the reason why an ethnicity estimate would differ when your DNA is calculated by two different companies that most likely process and measure your raw DNA results in a different way using the various processing methods and algorithms that is used. With the MyHeritage test, as with some other autosomal tests, we cover about 700,000 SNPs. However, this does not mean that each test necessarily covers the exact same SNPs. This means that although the DNA sample could be the same, we simply tested different bits of it, which could result in a different outcome. Although these differences may be small, it could have an impact on how the estimate is calculated and in some cases will result in the differences you quote.
We are constantly using the feedback from members such as yourself to research, improve, and refine our ethnicity estimate and it is our goal to provide the most state-of-the-art family research tools. Therefore, I ask you to please contact me directly from your registered e-mail address at rafael.vipsupport@myheritage.com, so i may review your Ethnicity Estimate along with your raw DNA and forward your feedback for individual assiduity.
I will be looking for your e-mail.
Always happy to help
Rafael
Myheritage
I signed up for a free 14 day trial. I was not sure if I need the service and I obtained some information during the trial period that was helpful. However, I did not see a need for an annual subscription since I was not likely to use it again. I forgot to end my free trial until I received an email of the charge for the annual service. I called and asked for cancellation and refund of the funds since I did not anticipate needing the service. In less than a day I had a response and confirmation the funds would be refunded. Even though it was really my fault for not cancelling, customer service asked no questions and responded promptly to my satisfaction.
Date of experience: June 13, 2018
After a few months I had not received my results so I called. Oh jeeez. All my fault. I had put the wrong e-mail on my account! They had been e-mailing me (17 times!) that they needed more info to complete my results. The representative was patient and nice about my mistake. We laughed and I apologized. All straightened out. Sigh
Date of experience: February 12, 2018
Read your Subscription - if you think you have the option of being charged monthly you do not. It was explained that they only list the 9.95 to show a monthly comparison. I was offered 50% of my money back (I was thinking I was being charged 9.95 for the monthly fee and was going to use the program for a month to see if it was worth it - - I was charged an annual fee with no refund option as per their policy. Probably my fault for not reading through the information and assuming I could go month to month. I should also note that the information I could access on this site was no different than free sites if you do some digging.
Date of experience: June 16, 2017
Dear Leslie,
I'm sorry for the misunderstanding.
I agree that it is always wise to review the details before you purchase anything.
Myheritage informs all of the annual charge and its price on the automatic e-mail that is sent out after you enroll in the membership and after every renewal. Also, one may view the status or cancel an annual subscription and a free trial at any time when logging in to MyHeritage from the My Purchases page and incur no annual charge.
Your feedback is very important to us. We really do value the satisfaction of its customers and do offer a thirty (30) day money back guarantee.
Our terms and conditions read that If you are not satisfied with your purchased plan you may request a full refund by contacting Customer Support within thirty (30) days of the initial purchase date of the subscription.
The money back guarantee applies to site subscriptions, Data subscriptions and Complete subscriptions.
I haven't been able to locate your account yet but I am assuming perhaps 30 days has passed on your initial purchase if you were issued a partial refund.
If you have any more questions about this charge or about your membership, please e-mail me directly at rafael.vipsupport@myheritage.com. I'd be glad to investigate this.
Sincerely
Rafael
Myheritage
I was pleased to be able to contact My Heritage by phone regarding my subscription. The operator explained the time difference was the reason I could not contact the Billing department. She has taken my email address and phone number and hopefully I will get a call back soon.
Date of experience: July 1, 2018
I have been a member of MyHeritage for many years and the development of this program has been truly remarkable. It is a powerful tool for people interested in discovering their ancestors. I really enjoy it. It is almost addictive.
Date of experience: November 1, 2015
Very helpful and very patient. I only wish my entire problem could be solved, unfortunately, my computer would only save the gem com file as a zip file and I have not been able to download to my family tree.
Date of experience: May 20, 2018
They deserve an excellent review because of the support staff who were excellent in resolving a problem with the DNA linking in a timely fashion. The graphical user interface provided for each link is probably best of breed in terms of the underlying automated analysis and user friendliness of the interface.
Date of experience: June 9, 2020
As far as you can you have rescued the situation i had-- however i cannot afford your prices any longer --old age and pressure on the income requires me to stop -- and you gave me a little longer-- my thanks
Date of experience: March 8, 2016
The representatives to whom I have spoken have been patient, knowledgeable, found an answer to each problem and walked me through the detail. Relatively new to using Heritage I have had many problems and each have been solved. Management, be sure to reward and thank these representatives for their hard work.
Date of experience: June 26, 2020
The representative was friendly and was able to answer my questions and resolve my issue. The only negative was the wait time while on hold however they do give you an option to leave a message for a follow up call. I would also suggest that clearer information is provided for those ordering multiple kits and for the recipients of those kits. All recipients are directed to open a new site and create a new tree when they should be provided instructions on how to connect with the original purchaser should a tree already be in process.
Date of experience: April 10, 2018
I was the 8th caller and waited no more than 10 minutes. They continuously updated my place in line. The gentleman who helped me was patient and directed me step by step. His responses told me we were on the same page and within a few minutes the problem was solved. Thanks so much.
Date of experience: May 17, 2017
After a time away from my online site, I re-signed and was trying to sync my oneline and home information but was unable to. I contacted Support and received easy detailed instructions and although I'm not very computer savvy I was able to get everything back on track. Am very happy with their service.
Date of experience: July 17, 2018
Can MH make a line for male maidennames? In Sweden men sometimes leave their old names when they marry, taking the partners name or creates a brand new family name. No, it doesnt work but I got help to put in a new male surname in the tree. Thanks. An thanks fir some danish speaking. Lovely.
Date of experience: January 11, 2018
Nir was very helpful in sorting out and tidying up my accounts. My deceased father had a site which I needed to take over and I created one for my husbands family, making some errors along the way. Nir was able to provide very clear instructions to correct my errors and provided feedback to let me know that eveyrthing was now in order.
Date of experience: March 7, 2018
The website is really confusing, there is no service e-mail to be found unless you do a google search. Sent a email 10 days ago and it has yet to be replied to. Also rang to the costumer service and waited for a long time in the queue as "the first in line" until i got tired of waiting. I just want to decline my purchase but myheritage seems unintrested in their customers and getting good reviews...
Date of experience: December 24, 2017
Dear Adam,
I regret to find you are unable to contact our support department and I will do all I can to help.
Geneology research is currently a very popular subject and we currently have a large influx of questions coming to us. Therefore, one may experience a delay when attempting to contact our support team. I totally understand how bothersome it may be to wait for a reply and I sympathize with your efforts.
For your information, one may also contact a representative through e-mail by visiting our help section (http://helpcenter.myheritage.com) and typing in "contact us". Simply click on the envelope icon in the bottom right corner of the article you see.
This will open a contact form, where you can provide a detailed description of your question, select an appropriate topic to ensure it gets routed to the correct place and even add an attachment if you wish.
The more details you provide in regards to your issue, the more we will be able to give you a detailed & accurate answer.
In any case, we absolutely value your membership and overall member experience so I would be happy to personally assist you with the issue you are having.
Please write to my inbox from your registered e-mail address at rafael.vipsupport@myheritage.com so I may verify and locate your account and assist you as soon as possible.
Merry Christmas!
Sincerely Yours
Rafael
MyHeritage
I had a 14 day trial and my account was mistakenly charged on my 14th day. Customer service was a little bit of a wait but when I spoke to someone they resolved the issue immediately and were extremely nice! The site has a lot to offer and my trial period left me with some excellent information! I would highly recommend this site!
Date of experience: July 8, 2020
I had to telephone to resolve a query about uploading DNA data, Sharon M. Was most courteous and helpful, although she had to make further enquiries for me. As it turned out, my concerns were misplaced. Sharon wasn't fazed and I was grateful.
Date of experience: May 18, 2018
I knew from my lineage I was Polish English and French. What I received for results was, North and West European, Eastern European and Iberian. Nothing specific. There were a lot of border shifts in the past and I was hoping they would provide specific information about countries. I received no information on any relatives. I didn't need to pay for information That was already a given. Try another site. Waste of money. Tried to call but you need to pay more to talk to a rep.
Tip for consumers:
Be specific because people that love it must have upgraded to ultra premium packages
Date of experience: May 10, 2018
Dear Joann,
I regret to find your low star review.
It is important to know that the ethnicity estimate is calculated by comparing your DNA to other reference populations that are known in the DNA research community. (aka founder populations)
While it is indeed found that people within surrounding countries in Europe share common DNA for various reasons such as people moving around frequently and official borders and communities being occupied, an ethnicity estimate wouldn't provide specific information about countries or measure the history of your family's migration patterns. Because of this, it is indeed a challenge to build a distinct reference profile for Germany, Great Britain, France, and Scandinavian countries, as those are admixed with Western European DNA. The proof of history with Anglo-Saxon people settling in the British Isles that were comprised of Germanic tribes is vast through many generations and can be verified online.
There are ways to circumvent these obstacles with DNA research and with MyHeritage, you can pinpoint the exact location of where your roots come from many of our members will utilize the research tools available such as, building a family tree and finding comparable matches whether they be by doing Genealogy research or viewing your DNA matches.
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. I would like to personally assist you with using your DNA matches and ultimately the progress of your research.
Therefore, please e-mail me at your nearest convenience at rafael.vipsupport@myheritage.com.
I'll be looking for your e-mail.
Sincerely
Rafael
MyHeritage
When I did a wrong payment (the pop up came too early) I had some heavy problems with my site. After some e-mails and a final call everything was restored and I coul go on again with my searching. Good communication, good support!
Ton van Rijswijk
Date of experience: July 14, 2017
The person on the other hand was helpful, knowledgeable and extremely patient with me. I am totally technologically challenged and she stayed online and walked me through each step I needed to take on the computer to get the results I needed.
That said, I was very disappointed with the results. They seem to be too general for what I was looking for. 30.7 % North & West Europe and 24.1% South Europe does not tell me much.
Date of experience: July 20, 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 Terry,
I regret to find you are not satisfied with the research you have been doing with MyHeritage and I'll do my best to help.
I'd like to clarify that our DNA lab is in Houston, Texas and we compare and reference your DNA with other DNA testers around the globe whose genetic ethnicity is known. This has helped many of the millions of our members in the DNA research community to find new discoveries and dig into their past.
We have proudly referenced 42 ethnic populations and this number will be growing even larger because of our own Founder Populations Project — one of the largest of its kind ever conducted. Our current amount of supported ethnicities is vigorous compared to other popular genealogy research companies and this can be verified online by all means. Not only are we researching more ethnicities, our DNA database is robust and is constantly growing as we give the option of FREE raw DNA upload from other popular autosomal DNA test providers.
Currently, the issue of Native American ancestry not being included in one's DNA is actually a fairly common one in the world of DNA research as a whole because of several different factors.
Each of us inherits about 50% DNA from our mother and 50% from our father. However, the percentages of DNA received from grandparents and further back are rarely divided evenly. Therefore, one may not necessarily inherit the DNA of a given ancestor throughout the generations that may have been of a specific ethnicity.
For example, because an ancestors’ DNA is not passed evenly to their descendants, one grandparent might have passed on 3% of his/her DNA to his great-grandchild, while another great-grandparent may have passed on 11%. This demonstrates how one may have a Native American great-grandmother, but have inherited such a small amount of her Native American DNA that it cannot be traced in a DNA test.
Therefore, If your Native American ethnicity does not appear in the Ethnicity Estimate, some researchers will recommend you consider testing one of your parents or grandparents as it is more likely that Native American DNA will be traced in the generations closer to the Native American ancestor.
In addition, though you might have Native American DNA, it might belong to a tribe that has not contributed to DNA sampling and references. There are more than 500 recognized tribes which are ethnically, culturally and linguistically diverse. However, the majority of these tribes have not contributed their DNA for research purposes which would allow science to establish better ethnicity models.
The good news is we offer tools such as DNA matching and genealogical references to allow one to research this kind of thing further. Though 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 improving our Ethnicity Estimate along with developing better tools based on your feedback, new scientific research, and discoveries.
I'd personally be very happy to assist you with any questions you may have on your research. Please feel free to contact me anytime at rafael.vipsupport@myheritage.com from your registered MyHeritage e-mail address.
Sincerely
Rafael
MyHeritage