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CB Websites MyHeritage 5 years of work, 790 people are gone. Without notice. On a premium account
MyHeritage

MyHeritage review: 5 years of work, 790 people are gone. Without notice. On a premium account

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5:03 pm EST
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My ID is [protected]. I have an active subscription until May 2025. I was the administrator of the family tree my grandfather created about 10 years ago (Pavlinchyuk website). He had entered 790 people into the tree.
However, in early January, everything disappeared. Old URLs from my browser history now show "page not found" errors. Everything is gone. I cannot express how angry and devastated I am.
I paid for the family tree. I live in Tel Aviv, Israel, and I am willing to visit your office if necessary to verify my identity. I do not understand why data was deleted in such a manner—without notice, without a backup being sent, and on a paid account.
Additionally, there is no way to contact your support team through the website. Furthermore, I am unable to transfer my paid account to the newly uploaded older backup version of the tree. It has a 250-person limit, even though I am a paying customer.
Please restore the family tree or at least send me the full backup, as it contains precious family pictures as well. Do not erase generations of family history like this. 790 people
Looking forward to your urgent response

Recommendation: Make backups: .get for tree, and all the photos on top of that. Use other services

MyHeritage response
Feb 17, 2025 3:07 am EST
MyHeritage customer support contacts
Phone numbers

1800 817 330

1800 731 768

Address

3 Ariel Sharon Street, 4th Floor, Or Yehuda, 60250, IL

Website

www.myheritage.com

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Dear Madam,

Thank you for your review.

We truly understand the frustration and devastation of losing such important family history, especially when it involves cherished memories like photos and details about your grandfather’s family tree. This is certainly not the experience we want for our users, and we sincerely apologize for the distress this has caused.

Our team is committed to resolving your issue as quickly as possible. We recommend reaching out directly to our support team at vipcare@myheritage.com so we can investigate this matter further. Please include a link to this review for reference and any additional details that could assist us in restoring your tree.

We understand how important this is to you, and we will do our best to help recover your family tree. If you are still facing difficulties in contacting us or if you feel the need to verify your identity, please let us know, and we’ll find the best way to assist you.

Thank you for your patience and cooperation.

Sincerely,
Henrik
MyHeritage Customer Care
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The complaint has been investigated and resolved to the customer's satisfaction.

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    3 Ariel Sharon Street, 4th Floor, Or Yehuda, 60250, Israel
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    Apr 18, 2025
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