- 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 was disappointed in the form of the DNA results. Kits were Christmas gifts, and the results received were in a disappointing form to give the family. Also, I have several thousand names in our Family Tree, but I did not know there would be options for searching family from your site. Then I found there was no way to transfer any search to my program. When I called your site, the person suggested I go to raw data. She gave me the ftdna site. I asked her about the site, and she said she had never used it. It was totally useless. There were no keys to the large amount of information.
Date of experience: April 3, 2018
The tree displays are terrible. Very hard to maneuver. The theories of relativity are wrong and use the same wrong connections over and over. There doesn't seem to be a way to let MyHeritage know that they keep using the same mistaken connection so it is frustrating to see that same bad connection come up again... and again... and again. The DNA ethnicity estimate is way off. It says I am 80% English. I don't have a single ancestor from the British Isles and my tree goes back to the 1700s.
Date of experience: November 24, 2022
Don't bother with this company. They are simply money-grabbers. I've ordered a kit from them thinking they are based in the UK. It turned up they are based in the USA and the kit had to be sent there.
After four weeks it had been sent the company still didn't acknowledged they received it. Nevertheless they keep bombarding me with the promotions of their paid services. You can't even get to their customer services for free as you have to upgrade to their premium membership. Absolute con, so don't fall for it.
Date of experience: December 24, 2019
Dear Nicholas,
I'm sorry to find your complaint and will do all I can to help with the progress of your DNA research and the tracking of your DNA kit.
Firstly, I'd like to assure you that your MyHeritage DNA kit is guaranteed to be processed although it is true to say that DNA research is a timely process.
It is also true to consider how DNA kits are a very popular holiday gift Idea and from around early November through the holidays, postal services, in general, have an increase in traffic from people ordering online and sending parcels worldwide. Unfortunately, all of this has caused slight delays with mailing DNA kits back and forth. MyHeritage has very little control over this and I understand that this is frustrating. I sympathize with your efforts.
I understand that you have had trouble contacting our support center. It is true that MyHeritage experiences an influx of questions from our members being that Geneology research is a very popular family focus around the holidays. All of this may be causing additional delays and challenges getting through to our support center this time of year. That said, If you order a kit you are absolutely entitled to support from our support center.
I'd like to personally assist you with your DNA tracking and the progress of your DNA research.
Unfortunately, I am unable to locate your account through the name you provide here on SiteJabber, therefore, please feel free to e-mail me directly at rafael.vipsupport@myheritage.com.
I'd be always happy to help with high priority.
Sincerely
Rafael
MyHeritage
Happy Holidays!
They charged me $89 after I canceled. I know for a fact I canceled because I took a screenshot. They wont respond to me. I can't download their app (it just loads), won't let me login on the website, etc. When I called they didn't help me at all. On facebook they see and ignore my messages.
All for signing up for a free trial. Ridiculous. Now I have to dispute the charge with my bank.
Tip for consumers:
Don't expect to get in touch with anyone if you need help. They try to make it impossible to get a refund.
Products used:
Free trial
Date of experience: June 22, 2022
Dear Eden,
Thank you for your review and we are sorry to hear about your experience.
I would like to assist you with this and therefore kindly ask you to write to me at dean.vipsupport@myheritage.com from your registered MyHeritage.com email address.
Looking forward to hearing from you.
Kind Regards,
Dean,
MyHeritage Team.
I Bought DNA kits a few months after I joined My Heritage and was pleased with how quickly I received my reports and all the information I was given. I was to begin my second year this week. I received an email saying they took $250 out of my banking account, but the pdf file sent with this email said I owed $119 for two years. I Cancelled and asked for my money back it is not good business practice to do this and I suggest everyone watch what they charge you and the invoice they send you.
Date of experience: October 20, 2018
Dear Kathy,
I regret to find your low star review.
Issues such as these can be confusing and frustrating. I sympathize with your efforts and I will do all I can to help.
There seems to be a bug for this specific issue. I would like to personally find your registered account and report it to the appropriate department to find an immediate solution as soon as possible.
In order to do so, I must first locate your MyHeritage registered account. Unfortunately, I am unable to locate your account under the name you provide here.
Therefore, please e-mail me directly at rafael.vipsupport@myheritage.com so I may begin on forwarding this feedback as soon as possible.
I will be looking for your e-mail.
Sincerely
Rafael
MyHeritage
I was 3rd in line when I called *******135 and have been waiting 1 hour and 27 minutes. I was caller next in line for 65 of those minutes. I was calling b/c a stranger's name was given when I emailed to get my password. This is a possible identity theft situation and I can't get any response from you. Do you ever answer your calls?
Date of experience: January 2, 2017
Dear Thelema,
Thank you for your review here on SIteJabber.
Please write to support@myheritage.com from your registered MyHeritage email address and also place my name in the subject line. This will ensure that you are forwarded to me and I will look into this for you.
Kind Regards,
Dean,
MyHeritage Team.
This website is a scam.
They toke 130euro from my bank account without authorization. I only wanted to use the website for a trial and I've been charged with 130euro. I've asked for a refund but I'm still waiting for an answer. Don't use this website.
Date of experience: September 8, 2020
Dear Marinella,
I am sorry to read your review and would like to resolve the issue for you.
Firstly, I must clarify that MyHeritage informs all of any charge and its price on the automatic e-mail that is sent out after you enroll in a subscription and after every renewal or purchase a DNA kit. Also, one may view the status or cancel an annual subscription at any time when logging in to MyHeritage from the My Purchases page and incur no annual charge.
Your member experience is very important to us and we really do value the satisfaction of all of our members. This is why 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.
I would be more than happy to assist you personally with issuing you a full refund. In order to do so, I’m going to need to locate your account.
Please send me a message from your registered e-mail address at shane.vipsupport@myheritage.com so I may assist you with this as soon as possible.
I will be looking for your e-mail.
Kind Regards
Shane, MyHeritage Team
As far as paid genealogy sites go, MyHeritage is probably the best. The graphical interface is excellent and the matching is often quite useful. The downside is the same as for other commercial sites - basically your ancestors are being held for ransom. Communication with users is restricted to those with paid subscriptions so, if you want to interact with others, MyHeritage is probably not where you want to be.
Overall, it is a good place to conduct research. Some of the free sites (Wikitree comes to mind) are good places to post the finished product but are not conducive to actually DOING genealogy.
Date of experience: January 9, 2019
Aaron was very helpful and check if my request was possible. Pictures, so far, can only be copied and uploaded on Word one by one. I needed this feature to check whet was uploaded and what was not. Perhaps in the future this maybe possible. Thanks.
Date of experience: June 15, 2018
Maor was the best. He went the extra step to explain why the DNA results were what the were.
Then a bonus, he listened to my long search for my bio
Daughter, and put me in touch with a reunification project.
Date of experience: May 15, 2018
I made a purchase on the 13th of December, thank God I made a screen shot of the order as I still have not received the confirmation email from them; I also asked them about this at least 1 week, but rather 10 days ago on the website, still no answer (the screen shot is attached). I hope that once I am back from my holidays, the kit will wait for me at least.,.
Date of experience: December 26, 2016
Dear Edina,
Thank you for your review here on SIteJabber.
Please write to support@myheritage.com from your registered MyHeritage email address and also place my name in the subject line. This will ensure that you are forwarded to me and I will look into this for you.
Kind Regards,
Dean,
MyHeritage Team.
Im from italy and Im having problems to send back to laboratory the adn sample from my heritage kit. I called the support number and i talk to Stefani, who help me with a kindness and professional service. My Spanish is better than my English so she helped me with a perfect Spanish. Thanks again Stefani.
Date of experience: July 12, 2017
The site is easy to use and provides a wealth of data that is reasonably easy to search. Recently my subscription renewed automagically before I could cancel the renewal. Naomi in customer service was able to issue a refund and resolve my issue quickly. A good product and good service. What more could you ask for? OK, "free" is not a reasonable answer. When I can afford to resubscribe I definitely will.
Date of experience: June 2, 2020
One of my DNS test packages had not arrived at MyHeritage. I contacted support on Facebook. They sent me an email day after and proposed to send me a new DNA test to replace the one that had not arrived for free!
Date of experience: January 25, 2018
Hi Dean,
I would like to express my utmost appreciation on the very punctual and totally professional way you have handled my financial predicament, it is so nice to know that there are still people in this world who care about the senior citizens. If anyone asks for a recommendation in the world of geneology I will gladly direct them to you, I am so glad that there are still people who are not absorbed in the me, me, me part of this world. Again thank you enormously for your speedy handling of this matter for me, you have made life a lot less stressful for me.
Jim Anderson
Date of experience: January 23, 2017
The support team for My Heritage is the very best I have ever experienced with any product. They are patient, knowledgeable and really want to help you get the issue solved. I am not good with computers but they helped me learn to use thier program, amazing. They do a great job educating you along the way with the many possiblilities of this product. Couldn't be more pleased! The product is detailed and very useful in helping one discover family connections and ancestor information in a much more expedited manner. Very pleased with My Hertitage as a whole!
Date of experience: December 21, 2018
I needed to change the file on my husband and I we were both being tested, and somehow or another I couldn't figure out how to do it. The representative was more than accommodating and didn't get me off the phone till it was all corrected. Was more than helpful and courteous.
Date of experience: July 12, 2017
I am French Basque, Spanish and Native American - Lipan Apache.
Yet I didn't get any Iberian and or Native American at all. 23andMe was spot on with my results. I was surprised when my results were far different. 78% Central American? I will stick with 23andMe. I think they have more populations to compare you to. Not just big grouped blocks. My family has Spanish Jewish heritage. 23andMe accurately found that along with my Native American ancestry. The Scandanavian percent was accurate though as well as the percent Italian. They hit the mark with the little stuff. I represent the history of Texas. French, Spanish, Apache. I expected MyHeritage to find that too.
Date of experience: July 11, 2017
Dear Reynaldo,
I regret to read your review and I will do all I can to help you.
I understand that that in comparison with a DNA test you took with a different company and you would like to know why the Ethnicity Estimate results differ between the providers.
To estimate your ancestral ethnicity, MyHeritage compares your DNA with the DNA of people around the globe, whose genetic ethnicity is known. Currently our genetic models are based on 42 ethnic groups around the world. But this will improve thanks to our Founder Population project.
It is true that different researchers and different providers, analyzing the same DNA of a person, can come up with different estimates because the reference populations vary between every company. Another factor is how every company develops its own algorithm, which can result in a diverse ethnicity estimate.
Nonetheless, your feedback is very essential to enhancing our service and research tools. Therefore, I would like to learn more about your ethnicity estimate and experience using MyHeritage but, in order to do so, I'm going to need to locate your account with us.
Unfortunately, I am unable to find your account using the name you provide on site jabber.
Please contact me directly from your registered e-mail address at rafael.vipsupport@myheritage.com so I may assist you as soon as possible.
I will be searching for your reply.
Sincerely
Rafael
Myheritage
Cancelled the 14th day to not be billed - no confirmation email received. Called company and got rude Mike who said no refunds and I indicated I got the email dated May 31 and they would be billing my card then. I emailed them back in 45 minutes to let them know I had cancelled this and in talking with Mike he indicated he checked with the billing department and he could give me a 50% discount for the year. I declined and he said that was all he could do and to take it or leave it. I am filing a complaint and perhaps more than one. They don't seem to want to honor their 30 day full refund either! This appears to be a lying scheister company which I will spread the word on!
Date of experience: June 15, 2016
Dear Sally,
Thank you for your review here on SiteJabber.
Would you be so kind as to write to support@myheritage.com from your registered email address and place my name in the subject line. This will ensure that you are forwarded to me and I will look into this for you.
Thank you for your cooperation and I look forward to hearing from you.
Kind Regards,
Dean,
MyHeritage Team.
I called MyHertiage last night, I have an iPad and had information in the wrong place and couldn't change it. Nicole was fantastic, she helped rework my tree that I had made a disaster out of! I had duplicates, people in wrong places, it was a real mess. Nicole worked with me for well over an hour to make everything right and she was so patient and wanted to make sure I was happy with everything! If I had a company I would love to have an employee like Nicole who cares about the customer! Thank you again Nicole!
Ann
Date of experience: March 7, 2018
Well explained help was given to find my way through the various drop downs to help with printing and sharing my account with my first match from my DNA who is actually related to me. At the time he did not have all my family names just our DNA matching
Date of experience: July 3, 2018
Even though my language wasn't available right now I was able to understand the young kind lady very good and she was very understanding and helpful. A good service and I'm looking forward to having a problem again
Date of experience: January 28, 2019
I called MyHertiage because I needed help signing in. I got a really great lady named Pauline. She was so patient and kind. I enjoyed talking to her. She is definitely an asset to MyHertiage. Thank you, Pauline.
Date of experience: January 31, 2018
I called the hotline and received prompt and effective assistance with my problem accessing Family tree builder. My best guess is that my password for my online tree contained a symbol that FTB did not like. It would have been handy if the online tree had the same password restrictions as FTB. Once I took out the symbol in my password the problem was resolved. I can recommend the help desk service as the lass who answered was great.
Date of experience: May 4, 2018
There is no way to change a credit card used to purchase from these people online. They can't even tell me who is processing the payment. I have asked 3 times for this to be resolved and escalated, and they just keep sending me the same thing. No escalation. No way to change the payment method. They actually told me to cancel the account, then rejoin in order to put a new payment method in. Then I would have to call and spend god know how much time on the phone to try to get them to reactivate the discount that I have as long as I continue automatic renewal (which would be canceled as soon as I cancel the account). How freaking idiotic is that.
Tip for consumers:
Look for another genealogy site to store your data. Service is nothing but a hassle no matter what.
Products used:
MyHertiage web site full membership
Date of experience: May 25, 2022
Hello Paul and thank you for your review.
The ideal way of changing your credit card information for the automatic renewal is on Bluesnap – our payment processing provider system. When you purchased your subscription, you received an email from Bluesnap with a username (it’s not the same as your MyHeritage login – the Bluesnap username is a long string of numbers).
Find that username and follow the steps below to update your card details:
1. Find your Bluesnap username in the email that was sent to you when you first paid for your subscription.
2. Reset your Bluesnap password by entering your email and username on this page: https://cp.bluesnap.com/jsp/forgot_password.jsp?language=ENGLISH&designId=1.
3. Log in to Bluesnap via this page – https://cp.bluesnap.com/jsp/account_login.jsp.
4. Go to My Account then click “Change” on the payment method column (far right side) of your active MyHeritage subscription.
5. Save the changes you made.
Trusting this has proven useful to you.
Kind Regards,
Dean,
MyHeritage Team.
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 Sharon,
I regret to find that you are disappointed in your DNA results.
Your research experience is very important to us and I will do all I can to help.
Testing your DNA with MyHeritage provides you with two types of results that you can research.
An Ethnicity Estimate - a comprehensive breakdown of your unique DNA composition. You will discover where your heritage originated from and how much each ethnicity is part of your ancestral origins, and even view the main life events of your direct ancestors on the Ethnicity map.
DNA Matches - This technology compares data from autosomal DNA tests results and family trees to identify matches between users that share genetic sequences and indicate a family relationship. You may contact your matches to find more information on how your DNA is related.
You mentioned that you "find no way to transfer any search to your program". Unfortunately, I am unsure what you mean by that. If you mean transferring your DNA results to another site, you may do so by downloading your raw DNA from your site.
The progress of your research is very important to me and I would like to assist you with the issues you are having and offer you the "keys to the information" you are looking for. Therefore, please e-mail me directly at rafael.vipsupport@myheritage.com so I may assist you with high priority.
I'll be looking for your e-mail.
Sincerely
Rafael
MyHeritage