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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 got fantastic help, my problem was that I was forced to change my e mail address, and therefore I could not get hold of the information I had in my previous family tree. I also had forgotten my old password. But with professional help I got from "Ziv", who also spoke my language, Swedish, fluently, the problem was soon solved, and I can enjoy continuing my research of my relatives.
Date of experience: December 23, 2018
I called to confirm that an email concerning a data breach of MyHeritage was genuine. I'm not a very fluent English speaker, but your customer service was very patient and helpful, reassuring me that the email was genuine.
Best regards,
Gertrud Schicke
Date of experience: June 13, 2018
I had a free trial and failed to end my subscription with one day. I immediately contacted customer service to get
Help with this and had hope for understanding. I had ordered a DNA kit and clicked that I would get a free trial, and missed to cancel it with one day. I was surprised that I didn't get any more e-mail about this before they charged me a lot of money.
MyHeritage's customer service refused to cancel my subscription and give me a full refund. I almost beges them too, and after not answering my emails I got a call and talked to a Costumer service agent that said all they could offer was 40% refund. I lost 60% to a service I don't use.
Customers make mistakes, and the fact that they could not understand that it is a lot of money to lose made me really disappointed. No understanding and no e-mail before charge. I am a dissapointed costumer and I almost feel fooled.
Tip for consumers:
No refund! Only yearly Billing!
Products used:
No one
Date of experience: April 1, 2022
She understood my problems and in just a few minutes had my tree problems and a missing DNA record attached to my tree. I am now looking forward to working on my tree on MyHeritage for the next 12 months.
Date of experience: December 20, 2017
I found "MyHeritage" to be of extreme importance for families who are intrested to build a 'family tree' or to look for lost relatives.
Personally, during my search in the site, I found information which I was never aware of, concerning my late father.
MyHeritage has a lot to offer, and their support is very professonal. I needed some help and it has been a real pleasure talking with Maya, their support representative, who was very patient, polite and helpfull.
Date of experience: May 21, 2017
A support was needed to restore my project after an un clear crash and a need to sync with the company site. A got a personal and close support through mails and phone calls from Ziv till my project was successfully restored.
Date of experience: January 15, 2018
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
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
I cant see my matches or matches in common. I can't see all the dna ethnicities of family members. Ancestry is way better. Even 23andme is better than my heritage. You can see your dna matches, how you might connect and who you share, with no further cost. I was able to see all this information with my heritage in the beging and than it was just gone! I called, and the person who took my call said that I was not supposed to be able to see all the information. What a joke! I find it hard to believe that these reviews are true.
Date of experience: June 28, 2020
Dear Jennifer,
Testing your DNA with MyHeritage provides you with two types of results: An Ethnicity Estimate and DNA Matches.
Ethnicity Estimate - a comprehensive breakdown of your unique DNA composition. MyHeritage analyzes your ancestral roots in great depth to provide a highly diverse percentage-based ethnicity breakdown, which includes 42 ethnicities from around the world. 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 test results and family trees to identify matches between users that share genetic sequences indicate a family relationship. When you test your DNA with MyHeritage DNA, you are eligible to receive DNA Matches with others who have tested with MyHeritage, as well as those who have tested with other services. We allow users of all major testing providers to upload their DNA results to MyHeritage, widening your matching pool and making it possible for you to meet even more new relatives.
You will also have free access to the following DNA features:
Exporting DNA Matches: Export a list of your DNA Matches.
Contacting DNA Matches: Contact your DNA Matches for collaboration.
Shared ancestral surnames: A list of Common ancestral surnames for every DNA Match.
Chromosome Browser: A tool that maps chromosomes graphically and allows you to visualize the DNA segments shared by two sides of a DNA Match.
If you wish to get access to the following paid features, you could upgrade your account with a subscription:
Trees of DNA Matches: View family trees and pedigree charts of your DNA Matches.
Shared DNA Matches: A list of the relatives shared in common between the two sides of a DNA Match.
Shared Ethnicities: The regions where you and your DNA Match may have common ancestral origins.
Shared ancestral places: The places shared in common by both sides of a DNA Match, where ancestral events such as births and deaths took place.
Kind regards,
Barry, MyHeritage Team
First time I have used a DNA test and only did so to verify my family lineage. My father was an orphan at 7 years old so I was interested in my Irish heritage. My mother, who is 100% German, provided my brother and I with a complete family history dating back to the 1600s but we didnt know about my fathers side. The test came back indicating that I was 56% Irish, Scottish or Welsh but there was only 1.6% German in my test results. I am afraid I wasted my money.
Date of experience: March 14, 2018
Dear Claudia,
I regret to find your low star review and I'm eager to clarify the issue you report.
I'd like to clarify the common misconception how DNA is calculated to create the ethnicity estimate and how you may indeed research your family roots using your raw processed DNA sample.
It is important to know that the ethnicity estimate is measured 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 measure the history of your family's migration patterns but, DNA matches might help with that study. In other words, your Ethnicity Estimate is still an estimate. Some global populations exhibit similar DNA due to proximity and the mingling of populations.
Because of this, it is indeed a challenge to build a distinct reference profile for Germany, Great Britain, 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.
The good news is that there are ways to circumvent these obstacles with DNA research and with MyHeritage as we give everyone the option to 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.
All said, your overall satisfaction is important to us and therefore, I would like to assist you with the progress of your research.
Therefore, please e-mail me anytime if you have any questions at rafael.vipsupport@myheritage.com. I'd be always happy to help.
Sincerely
Rafael
MyHeritage
I started to place an order online and entered my personal information into the site. I had not entered any payment information yet and was getting ready to when - I get a call from them! The rep was so rude and cut me off when speaking and he had an attitude. He said there was a problem with the address I entered which I know is a lie! I don't like them! I don't trust them! And I immediately stopped placing the order! I'll check out myancestry which a relative used and had a favorable experience!
Date of experience: April 8, 2017
MyHeritage hasn't been updated since the installment of the software. Therefore, we had several changes in my profile and I wasn't able to do the without update. So, I called the 800 number (24/7) and after a few days I was contacted by MyHeritage that they updated my software and now it's okay to make the changes... and I did and all is well, thanks so much!
Date of experience: August 29, 2021
For some reason I had two accounts; one with premium plus access and one basic account. My software connected only to the basic account, and I could not upload my data to the web site. She transferred my premium plus credentials over to the basic site, and now everything seems to work.
Date of experience: March 5, 2018
I had a problem downloading my tree from the heritage site to the family tree builder. Danella assisted me she was polite and kind and knowledgeable regarding the issue. The problem was resolved quickly. Thank you Danella
Date of experience: August 6, 2017
Your advertising says 3x4 weeks, l waited 6 weeks with any contact. I called and heard that l need to wait more a week, today I got a email with the notification that I need wait at least more 3x4 weeks, how can someone be ok with that
Date of experience: May 14, 2020
Dear Vitor,
During this current pandemic, there is a high volume of shipment along with restrictions which will delay the time it takes for a kit to arrive at a lab. This is outside of MyHeritage's control.
We have a policy of waiting 44 days to replace a DNA kit that is shipped to our lab. We do so because if we will send you a free replacement kit before that time, it will automatically cancel the original kit. This means that if the lab will receive the sample in a few days, they will not be able to analyze it and you would need to restart the process with the new kit.
Feel free to send me a message from your registered e-mail address to shane.vipsupport@myheritage.com if you have further questions
Kind regards,
Shane, MyHeritage Team
For me is the best genealogical site on the web: easy to use - free download program for pc for create and sincronize a web family site - app for smartphone for join to site and modify it - share with your family member - everybody can share pictures, comments and events - search on the web.
Date of experience: February 24, 2014
Initially I was given recorded advice and also tried to fix the problem on line... and it wouldn't change my email address. When I finally got through to a real person, Michelle, she answered my queries and fixed my problem. THANK YOU
Maria
Sydney Australia
Date of experience: December 3, 2017
Didn't get my results yet... Should be interesting... My boyfriend's results... British, Irish, Scandinavian. His dad German, His mom Native American... Seneca Tribe. Canada... village Casa ville... Her name Casa... She 2nd generation... My boyfriend had no German, no Native American? Waiting for my results... He, with a name like Loeper, some German? After my results... I will determine my defacing of Heritage...
Date of experience: March 31, 2017
As of october 3rd, 2017 I have constatnt trouble with the site. Site is very slow, pages not loading, for some reason I cannot change persons data, even if my account is set as admin. Filled a ticket to support, got a screen with "oops something went wrong". So you cannot even file a support ticket. I would file a support for for not being able to fill a support ticket but somehow i feel it would be pointless... When the site is operational, it is very good. So 5 stars for service offered, 1 star for quality of service. 3 stars on average.
Date of experience: October 4, 2017
Dear Arkadiusz,
Sorry to hear about the site loading issue you describe and I will do all I can to help and also track your opened ticket here.
There are various reasons why this would happen. A very common fix for the issue you describe is to clear your browser's cache, cookies and etc. A good indication of this fix working would be trying to log into MyHeritage using another browser.
In any case, I would be happy to personally look into this issue. In order to do so, I'm going to need to locate your account. Please e-mail me from your registered e-mail address at rafael.vipsupport@myheritage.com at your nearest convenience.
Looking forward to helping you.
Sincerely Yours
Rafael
MyHeritage
Kia Ora My Heritage. Tried in the morning getting through to the 0800 number with little success. Tried in the afternoon and got a VERY HELPFUL person that helped me activate my account. It all worked out in the end! Ngā mihi nui
Date of experience: December 27, 2017
At the beginning, the use of the site and the conditions of subscription were - in any case for me - difficult to understand. Since then, I got acquainted with the program and I am really very satisfied. It's fun to use MyHeritage and I was delighted to be able to "feed" my Familytree thanks to all very appropriate Smart matches that I got. There are of course probably always improvements that canbe brought but I am confident MyHeritage work on it.
That being said, I particularly want to congratulate and thank the Support team. I had a small technical problem very recently (of my fault) and I received rather quickly detailed, clear, systematic, complete, well illustrated explanations, in a very professional but friendly message. I had the impression to be in touch with a friend delighted to help me. Thanks!
MT, Geneva (Switzerland)
PS: sorry if my English is not good, I'm of French mother tongue.
Date of experience: January 23, 2017
Had not used the service much and forgot about the annual renewal process. As I did not intend to continue with the service, I called and their service rep Breck, took care of the issue immediately. Very good service.
Date of experience: October 4, 2017
It was easy to navigate Myheritages phone tree and my call was answered promptly by Natalie. She asked appropriate security questions and then asked me to describe my problem. She quickly identified the source of my problem and corrected it. She was both very pleasant and competent.
Date of experience: January 16, 2018
I had a question about GENI and Marcus was very helpful in resolving my problem. I read some of the negative reviews and am surprised at the remarks. I have found MyHeritage very accurate.
For the person with the Hungarian DNA problem you need to better understand how DNA is passed down. My daughter's DNA, not MyHeritage, shows only 1% native American and we have a proven line to a native American heritage.
Bob Jones
Date of experience: May 26, 2017
I called because I was confused about some things with my ethnicity estimate. I had uploaded my DNA report from Ancestry.com to My Heritage.com and I realized after that I had only uploaded a partial report (my original download from Ancestry.com was interrupted and I had forgotten to delete it after getting my full report, my fault). The man who spoke with me was very helpful and told me that, if I wish, I could delete my first DNA sample/ethnicity estimate and start over with my complete DNA report. I did. I feel really good about my conversation with him. I wish I had asked him to tell me his name again. Thank you mystery man!
Date of experience: December 15, 2018
AaronB was most helpful when I called about my password change, my email address was refused and I was quite worried. No need, he reset my password and sorted my email problem. He was very patient with me being an old lady of 68.!
Date of experience: June 12, 2018
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 Frida,
Thank you for your review and I am sorry for your experience. Please write to dean.vipsupport@myheritage.com and I will personally look into this for you.
Looking forward to hearing from you.
Kind Regards,
Dean,
MyHeritage Team.