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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
This organization has integrity, I'm happy to report. Seldom found today and much appreciated.
They were kind enough to assist me 'though the mistake was mine.
I'm very favorably impressed.
Date of experience: October 4, 2017
Fast and very effective help. Perfect quality of the call even so far away - Austria - Israel. A very nice woman helped me. Satisfying result too :) Thank you very much Lidija!
Date of experience: June 15, 2020
Shayli was very helpful when I could not access my family tree. She helped me resolve my issue quickly, and followed up to make sure it was taken care of.
Date of experience: July 2, 2020
It was not so easy, to have contact with My Heritage. But, wenn they already knew, what kind of problem do I have, they solved it perfect on very fast way and sent me refund immediately.
Date of experience: December 26, 2017
HORRIBLE! I signed up for a free trial - the next day when I tried to sign on, it wouldn't accept my username and password. Emailed the company - they keep sending me temporary passwords to sign in with - none of them work. My last email to them requested that they cancel the free trial right away. Their response was to send me yet ANOTHER temporary password, which didn't work. I can't cancel my trial subscription because I can't get into my account to cancel it online! And there's no number to call. I will keep trying - but very, very frustrating. I can't believe how much time I have had to waste trying to resolve this issue, and I'm no closer to doing so than when I started. DO NOT DEAL WITH THIS COMPANY!
Date of experience: January 12, 2015
Charged me fifteen times in one day for my annual subscription, I complained and afterwards charged three more times overdrawing both my PayPal account and my bank account. The lady at MH I just spoke to in Tel Aviv(!) said their banking hours were Sunday - Thursday. This being a Friday she can do nothing till Sunday, have a nice day. Be aware that if you opt to pay through Paypal then Paypal will set a direct debit with your bank on your behalf. Their email to me contains English more akin to a Nigerian scam than anything else.
DO NOT TOUCH WITH A BARGE POLE
Date of experience: April 8, 2016
Un organized, delayed my result for4 months. I responded to each email I received from Myheritage.com, but never got a respond, they really don't know what they are doing
Date of experience: December 6, 2018
I am sorry to read you are unhappy with our service so far.
We value the satisfaction of all of our members and strive to offer a first class service to our members. 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
MyHeritage should have a disclaimer for Latino's. I paid $91 for them to tell me that I am 100% Central American and Mestizo. Really? I want my money back.
Date of experience: January 5, 2018
Dear Paul,
I regret to find your low star review and I will do all I can to help.
I understand that you show 100% Central American and Mestizo on your ethnicity estimate and this proves that your DNA is closely linked to the reference population of DNA test takers in that region.
For your information, your ethnicity estimate is compared to other DNA testers around the globe whose genetic ethnicity is known. We have referenced 42 ethnic populations and this number will be growing even larger because of our own Founder Populations Project. Our current amount of supported ethnicities is large and constantly growing as we give the option of FREE raw DNA upload from other popular autosomal DNA test providers.
That said, you may still research your DNA further by utilizing the research tools available to you such as building your own family tree and finding comparable matches whether they be Genealogy or 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. This has helped many of our members in the DNA research community to find new discoveries and dig into their past.
The progress of your research and your overall satisfaction and is important to us. Therefore, I would like to personally assist you with everything as soon as possible.
In order to do so, I need to first locate your registered account. Please e-mail me directly at rafael.vipsupport@myheritage.com.
Looking forwarding to assisting you.
Kind Regards
Rafael
MyHeritage
I had a problem with one person appearing twice in my family tree. I contacted MyHeritage Support and Ron solved the question quickly, courteously and efficiently. Thank you, Ron!
Date of experience: October 1, 2016
I had a query regarding seemingly ambiguous date entries, however the support member explained the reasons very satisfactorily and I was entirely satisfied with the help given. Many thanks.
Date of experience: June 28, 2018
Excellent service, nothing was any trouble, very quick response.
My Heritage is a very good program and very easy to use, recommend it to anyone doing their family tree.
Date of experience: July 4, 2018
My representative Jack was so helpful and knowledgeable - answering all my questions about my free trial period and he had a really cute accent; I think Irish maybe? :)
Date of experience: July 14, 2018
Any concern or question I have had over the years has always been addressed immediately with good outcomes. I would not hesitate to recommend the heritage site to anyone.
Date of experience: June 25, 2019
We LOVE this site! We started wtih the free trial, but very quickly and happily upgraded to access all that MyHeritage has to offer! It is incredibly addictive to click on all the Matches and Discoveries and watch as your tree grows up and up through time!
I have been able to build my Dad's side of the family in a straight line of Direct Ancestors back an astonishing 16 generations to the year 1480! It is FASCINATING to see names and dates for all of my great grandparents!
I have read and saved articles in early newspapers and census records from the U. K., the U.S. and Canada! The DNA info section keeps me posted on the progress of my sample which should be ready in a couple more weeks. We are all making bets and % predictions while we wait...
I am not sure what all the negative reviews are about, so far this company and its products have been a very positve experience. I have a new (time-consuming!) hobby, connections around the globe, and a wonderful sense of appreciation for modern life. I spend quite a bit of time thinking about the lives lead by my earliest ancestors. It's an amazing time to be alive!
Tip for consumers:
Just follow the directions for DNA sampling and mailing exactly, and start building your tree while you wait! Ask grandparents for dates and names...and watch the Matches light up!
Date of experience: March 4, 2017
I had many detailed questions about my ethnicity results which differed from Family Tree results and GEDmatch calculations. Staff member named Peter spent several days helping me weed through all the possibilities regarding ancestry in Europe, the Balkans, and Scandinavia. He also showed me how to upload my GEDcom from GENi with illustrated instructions. He was the most knowledgeable and helpful support person of any of the top three genealogy companies I deal with. Because of this high level of responsiveness and care about clients, I'm switching my tree to MH.
Date of experience: May 24, 2018
After a long wait time listening to a person whistling (horrible), Lynda was very helpful & listened to my problem & I'm hopeful that the issue will be resolved.
Date of experience: April 7, 2017
Updates in French
Wrong results: my people are Irish on both sides: no mention of British Isles in my results
Just said Northern European
With dollops of Spanish, Scandinavian and Eastern European
Fairly certain this is not accurate
AVOID this scam
Date of experience: November 12, 2017
Dear Mojo,
I'm sorry to read your low star review and I will do all I can to help.
Firstly, if you do not want updates in French, you may update your account to show the language of your choice by all means. To update this, please do the following:
1. Log into your Family Site.
2. Click on your name in the upper right-hand corner of the screen.
3. Select ‘Account Settings’.
4. Click on the drop-down menu in the section labeled ‘Send me emails in’.
5. Select the language you would like to receive emails from MyHeritage.com.
6. Click on ‘Save’ to save the changes.
With regards to your Ethnicity Estimate results, please note that your autosomal DNA test gives you an estimate and does not measure your ancestor's migration patterns throughout history. Considering we do not inherit our ancestor's ethnicity evenly throughout our higher generations, where our family has lived for generations is not comparable to the common DNA we share with other DNA references.
As you may know, given the history of contact between the countries surrounding the British Isles where official borders and communities were at times occupied throughout history, it is found that populations share common DNA. Because of this, where there isn't sufficient statistical difference, our ethnicity estimate is retained on a higher regional level. Therefore you may find British populations that share common DNA with Northern Europeans or Scandinavians.
I'd like to make mention that along with our estimate, many of our members benefit from other research tools we provide that is integrated with their DNA results such as DNA matching, ancestral surnames and comparing matching family trees to help understand their family story and migration patterns.
I'd personally be very happy to assist you with all of this. Please e-mail my inbox at rafael.vipsupport@myheritage.com at your nearest convenience.
Kind Regards
Rafael
MyHeritage
Hi my contact with online help sorted out a lot of my confusion and i hope with the further assistance from the tect support people will clear even more problems up.
Thank You
Cheers Rob
Date of experience: May 23, 2018
My experience could only be called very positive. All of the queries I mentioned were answered in a very satisfactory and friendly way.
Thank you so much, I am happy to be with MyHeritage!
Marysia
Date of experience: June 25, 2018
I called My Heritage to find out regarding a DNA kit I have them sent to relatives in another country. Due to the COVID19 it was delayed in the Netherlands. The person I talked to explained clearly to me what to do after a waiting period if the kit didn't arrive to the destination sent. I am satisfied with the respond I got.
Date of experience: May 27, 2020
Cancelled, but they are still charging. Left numerous messages. Then they call after 5 days. Worse yet it was 6AM. Really, what business calls at that time. And no I still don't have it resolved
Date of experience: May 5, 2016
Dear Cyndi,
Thank you for your review here on SiteJabber.
Would you be so kind as to contact me from your registered MyHeritage email address to support@myheritage.com and place my name in the subject. This will ensure that you are forwarded to me and I will have this looked into for you.
Thank you for your cooperation and I look forward to hearing from you.
Kind Regards,
Dean,
MyHeritage Team.
I experienced an unexpected problem today using the MyHeritage website. I had some difficulty logging into the site because I had not logged in for quite a while and struggled to remember the correct password. I finally succeeded in accessing the site and proceeded to review entered data and catchup with reveiwing recommended updates, then logging out. After a while I decided to reenter the website, again had some difficulty with login but again finally succeeded. However, I was suddenly looking at my daughter-in-law's family tree and noted that the account ID was not mine. I knew I needed help, so I contacted support via telephone and MeganS answered. I explained my situation as clearly as possible and MeganS identified that I was associated with two accounts. Together we unwound the problem, confirmed the correct login information, and in very short order, my situation was resolved. MeganS was very professional, very polite and very helpful. Kudos to MeganS!
Date of experience: May 5, 2018
I paid for my DNA kit, all went smoothly until I get an email of the results late evening with huge areas shown but completely missing the actual conuntry that my fathers family was from. This followed by an email with a few relatives including one that had I not known about could have caused some real issues. Am absolutely DISGUSTED that my private information was sent out to the masses as their default and not private with an option for ME to release it.
Date of experience: October 14, 2017
Dear Notur,
I regret to find you were not aware of your privacy settings and I will do all I can to help.
DNA data and DNA Matches privacy settings can only be controlled by the person who is managing a raw DNA kit that is either bought or uploaded. By default, DNA Matching is enabled on your family site to assist you with your DNA research. Moreover, allowing other users to view your DNA results can help them determine the quality of the DNA Match they have with you and maybe a proof of your potential relationship with family with whom you are trying to research.
Nonetheless, While this setting is on by default, you may turn it off, by all means, to ensure you DNA is private from now on.
To view and update your DNA privacy settings please do the following:
1. Log into your family site
2. Click on your name in the upper right corner of the Home page and go to ‘My Privacy’:
3. On ‘My privacy’ page, click on ‘My DNA preferences’ on the left-hand side:
4.) Look for DNA matching and If you don’t want to take part in DNA Matching and wish to disable this setting, uncheck the box and click ‘Save’. In doing this you are ensuring your DNA is private.
If you enable DNA Matching but don’t want the matches to be able to view your ethnicity results, uncheck the option ‘Allow my DNA matches to view my ethnicity’.
Next, in regards to your father's home country not showing in your ethnicity results, it is important to know that DNA is found to be very similar between people in neighboring regions. Because of this, some will find a country within the region instead of the exact country. Where there isn't sufficient statistical difference, we keep the Ethnicity Estimate on a higher regional level. In other words, you are viewing regions and not actual countries. Even when there is a statistical difference between ethnicities, DNA is comparable and similar to the population's average. Your DNA will always be slightly different than the average population and therefore may show a small or a significant part of neighboring ethnicities.
I would be more than happy to help you and give you more details on your privacy settings or give you more insight on your ethnicity estimate. Please send me an e-mail from your registered address at your nearest convenience at rafael.vipsupport@myheritage.com.
I'd be happy always happy to help.
Regards
Rafael
MyHeritage
I actually have had very good experiences with MyHeritage. It is true that their customer support leaves something to be desired, as most of the issues you encounter can only be logged through support tickets to their helpdesk. However, their response time is okay (within the week) and they do genuinely try to help you both via email and especially if you speak with a support rep over the phone. I received an excellent discount (nearly a 50% reduction) when I spoke with a support rep.
I've been using their site now for nearly 4 years, and it is one of the primary ways I keep in touch with family scattered all over the US. The ability to create a family site where extended family can interact with immediate family is really wonderful. It's like facebook for your private family community, with a lot of genealogical research tools at your fingertips. Personally, I've gotten a tremendous lot more out of it than I ever did from Ancestry (which is not a family-community site), is much harder to use (confusing and unintuitive UI), and radically more expensive for the meager tools you get.
Highly recommend MyHeritage if you live far away from family, are interested in researching your lines, and want to stay in touch with relatives!
Date of experience: September 6, 2016
I ordered my kit the first week of November, thinking it would be the normal 6 week process. I received the kit the first week of December (which was ridiculously slow) turned it around immediately. It took 3 weeks for them to even acknowledge they had received it. What was to be a 2-3 DNA extraction in progress, is now 15 days and counting, They have not moved to the next piece of three remaining stages. At this rate I will not have my results back for months and months. DO NOT USE THIS SERVICE FOR YOUR DNA ANALYSIS!
Date of experience: January 28, 2017
Dear Janet,
Thank you for your review here on SiteJabber.
We apologize for the delay of you receiving your DNA kit. This was due to a overwhelmingly large demand for the kit.
You mentioned that you have returned your samples and that they have also been received by the lab. Once samples have been received by the lab they will then start the DNA extraction process. This process can take up from 4-6 weeks before you results will be available to you which is also mentioned in your tracking page.
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 David,
Thank you for your review here on SiteJabber.
I invite you to contact me via support@myheritage.com from your registered MyHeritage email address. Also if you would be so kind as to place in the subject line "Attention Dean", this will ensure that you are forwarded directly to me and I will personally look into your case for you and provide you with the assistance you require.
Thank you for your cooperation and I look forward to hearing from you.
Kind Regards,
Dean,
MyHeritage Team.