MyHeritage
Reviews and Complaints

I noticed a payment to MyHeritage on my Visa credit card for £229 posted in September 2024. This payment was unauthorised and I received no prior notification of it. I do have a MyHeritage account/password listed on my system so an account was opened and credit card details entered - presumably as part of a free trial. However when I attempted to log in to this account to access the account details my account was not recognised. The "forgotten password" option did not send a reset notification or provide further information. A comprehensive search indicates I do'nt seem to have any correspondence from MyHeritage on my email system.

I contacted my credit card provider regarding this unauthorised charge and they will dispute the payment with the merchant (MyHeritage). In the interim they have refunded me the amount and issued a new card to prevent any future unauthorised payments to MyHeritage.

I let my DNA being tested by MyHeritage and 3 other companies. Only at MyHeritage I turned out to have many Dutch matches. To my great satisfaction and joy two of these were the starting point to finally identify the formerly unknown father of my grandfather! For this porpuse I also built a large tree and my experience is that this is very easy to do. Many smart matches were very helpful. And I could visit a number of newly found family members.
Once I made a long telephone call with the help desk about the privacy of the DNA results. This was because a person I would like to test was very suspicious so I wanted to know more details from MyHeritage. Although I know the misuse of DNA-results for commercial ends is currently a matter of debate, the help desk convinced me that there is no reason to distrust MyHeritage in this respect.
I watched a MyHeritage webinar by Els Leijs on family search which was really informative. Her work is very important for those who deeply suffer because of an unknown father or mother or other family member. Every DNA sample tested helps to be successful in such research.
Finally the help desk helped me several times and explained me what I wished to know. Summarizing I have to say that MyHeritage provides me a wonderful way to discover my family!

I loved working on my family tree and discovering new things about my family that I didn't know. I even found pictures of my mom in her high school yearbook that I found before just doing a simple google search. I got a phone call from someone in sales within a couple days of starting my free trial and they were super helpful, nice and professional. I understand their job is to make sales so being friendly and helpful are all part of doing their job (although we know that not all sales people share these traits) but he was just really cool and not pushy. Anyway, I am not able to afford the subscription right now and when I forgot to cancel my free trial I was charged $129. I immediately contacted them by email and they got back to me within a day or two and they were able to issue me the refund very quickly. I plan to continue my family tree and sign up with them again in the future.

I have used My Heritage as a one month free trial. I uploaded DNA files from 23andme, and I uploaded a gedcomm file from Ancestry. The software, in all cases, worked beautifully, and the DNA analysis results were informative and interesting. The ancestry software was excellent and My heritage provides DNA analysis info not found at 23 and me, in the "triangulated segments". As for customer support, the help was outstanding. I asked not to renew my subscription because I cannot afford to do so right now and I returned some items and requested a refund. The support was fantastic. Best ever. Clear, clean, straightforward and helpful immediately. The kind of assistance one would wish for every transaction. Bravo to My Heritage for putting together an exemplary service. I have tested out serval ancestry and DNA sites for both Human and Dog and I have found that My Heritage rates very high , with the best of them.

On Wednesday morning, July 22, 2020, at approximately 9:30 am, I received a call from someone at MyHeritage. They wanted to inform me about something important and asked if we could speak in English. I explained that I could only speak Norwegian, Swedish, or Danish, so they said they would find a colleague who could speak Danish. After about 30 minutes, I received a call from Camilla H from the MyHeritage support team, who spoke Danish. She informed me about a security breach by one of MyHeritage's partners and advised me to change my password. I am very impressed with how seriously MyHeritage takes IT security, especially during these times of hackers. They are doing a great job for the benefit of all users, so I want to thank MyHeritage for their efforts. I have always been treated well by the MyHeritage support team, so I want to give them a lot of praise. Best regards, Walther K from Denmark. P.S. I don't speak English, but I'm really good at Danish, so I use Google Translate.

I really like myheritage.com. Although my main family trees are on another website, I have also uploaded them to myheritage.com. It has made it very easy for me to work on them. I appreciate the notifications of discoveries that compare my trees to others and provide me with leads and specific information to expand my trees. I have more than 2,000 people on my family tree, with some lines tracing back to the 1300s in England, the Netherlands, and Belgium! I understand that myheritage.com is widely used in Europe, which is where most of my family is located, including England, Spain, and France. I have been a member of another website for over 20 years, and I joined myheritage.com in 2008. I dedicated a lot of time in [protected] to updating my tree. Recently, Veronica from customer service assisted me with my questions, and it was great to actually speak to a person! She listened attentively and provided me with the information I needed, guiding me through the process online. I couldn't have asked for a better response. Overall, I am satisfied with myheritage.com and I hope you will be too!

I have used their services from 2015 June till 2020 August, and if i remember correctly since 2016 I have been in their premium plan. Their services and support are excellent. The Family Tree Builder application, the mobile application, and website everything helped me to build by family tree with approx 1700 members. What I have liked the most is their mobile application with which we updated our tree the most. Now they have a photo enhancer tool, which can enhance your old photographs. I recently had to delete the tree and discontinue the service due to some personal reasons. I would strongly recommend MyHeritage service and products if you are about to start building your family tree. They have lots of your questions already answered in the help section, and there is an efficient team behind, who would reply to your emails within a very reasonable timeframe. I am very thankful to myHeritage for their services all these years. 5 star rating without a second thought from my side!

For a brief moment, I was trying to look for info about a family member 3 generations ago. I did find what I already knew, but not the unknown part. Anyway, I only spent a few hours searching the net among them MyHeritage. The website demanded to sign up for a trial in order to continue searching, which I did. I wasn't going to use the site long term, only a brief moment, and should have canceled my subscription before they start charging. My mistake I didn't. When I noticed I was charged, I wrote an email admitting that I was to blame, but since I don't require their service, if they would be so kind and willing to refund me the charge, it's a lot of money in my currency. I so much appreciate and applaud them for refunding the full sum. I can see how people who are seriously into genealogy can benefit from a paid subscription, I just don't need it. A special thank you to Natalie from the billing department who handled my issue. The team that manages the MyHeritage website are honest people, for sure. THANKS AGAIN!

The five stars are for Shayli who called me today because of a complaint I had. She was very nice and very helpful and solved my problem. I complained because MyHeritage had let me know that my first free month as a member was over now and that they would take €129,- off my account for a full year membership which had started on the day of their message. I was really shocked because I hadn't realized there was such a 'deal'. If I had known I wouldn't have agreed to it. I know enough about my ancestors and €129 is a lot of money for a pensioner. Also in Holland we are not used to companies that don't warn before a free month is nearing its end. It would be a very good reason for a company to be roasted in a tv program filled with angry customers. So Shayli called me and solved it. The money will be returned. I thank her very much and hope that MyHeritage will adjust its communication and inform the customers on such moments so that they can make their choices. I am quite certain that is really easy! I am still waiting for the results of my DNA test. I am looking forward to it.

I love My Heritage! I can't recommend it highly enough! It is "one-stop shopping" for genealogy needs. The access to all of the other data bases, notifications about matches the auto-search finds, and the ability to "auto-add" confirmed matches to my family tree are invaluable features. I thought I couldn't afford a genealogy site membership because I wouldn't have time to fully use it. With the "auto" features offered by My Heritage membership options and the ability to print family connections in "tree" format or book format, I can easily create gifts for family. If I were left to manually researching and adding all of the data available, I may never build a tree of any significance. My Heritage support is awesome. They are friendly, courteous, knowledgeable and have a genuine interest in assisting with options, pricing, functionality - just about anything with which help is needed. I would recommend talking to them before subscribing so they can assist with prioritizing which plan(s) best suit your immediate needs and future needs. After looking at many sites, I decided to keep my "tree" on My Heritage.

I use most of the platforms available for online family genealogy research. My Heritage always stood out as site that which offered a wealth of information. The streamlined and user friendly nature of the site helped make the process enjoyable. Most importantly, I opted to bump up my membership. I purchased one membership with the idea it included the membership type I had intended to purchase. I quickly realized my mistake and reread all the memberships offered. I contacted Support and explained I mistakenly bought the Primary Membership but when I needed the Data Membership. I explained I was considering purchasing the Complete Membership (it including both). I received a quick sympathetic response from Karolina. I was offered a fantastic and generous price for the Complete plan, the sum included the money I had already paid for the Primary Plan! I also was gifted a $20 gift card for a future purchase! Most companies would give customers a hard time and attempt to have the customer pay additional money regardless of their circumstances. But My Heritage demonstrates that you really are getting what you pay for. It’s an even exchange and it was refreshing to interact with an understanding representative like Karolina.

I have a membership in myheritage.com. It is a genealogy search site. It’s an excellent aid in searching for family tree ancestors and current relatives. But the process can be very complex. Mondays through Saturdays they have a help desk available by telephone on a 24-hour basis. It’s an excellent service. Since I joined about two months ago, I’ve used it twice. Both times the people were extremely helpful. They were very pleasant, understood why and how I was having problems, and explained why and how I thought I had accidentally deleted significant ancestry research. They helped me find the information I had not actually lost. This service is available is their premium plus service, which doe cost more. It’s worth every penny. This service also allows access to more data sources and the right to locate and save an unlimited number of ancestors and and information about them. If you’re serious about identifying ancestors and information about them, it really will be needed. If you already to start have detailed and accurate information about spellings, dates, locations, and names, then the free or lower-cost plans may work for you. My Heritage also costs less than many other genealogy services while they have assistive features in their programs. Don E.

I would like to express my gratitude to my MyHeritage representative for helping me yesterday. After two days of unsuccessful attempts to contact MyHeritage through email and phone, I was extremely frustrated because I couldn't access my family sites and kept encountering obstacles when trying to seek assistance from MyHeritage. I was unable to find my ID number (through my site) to make a phone call until yesterday. My difficulty in accessing MyHeritage for help eventually made me very angry, and your computer system kept looping on me. I received an email from MyHeritage a few days ago about the new security system, and my problem seems to have started around the same time. In situations like this, when help from MyHeritage is unavailable, there should be a simpler recovery process for users/members that is more user-friendly, especially considering that many members may not be computer-savvy. This access needs to be improved and made easier, while still maintaining a high level of site security. After finally speaking with Michelle (an absolute angel) on the phone last evening (Australian time), she helped me resolve the access issue. This was after several attempts by both her and myself. It seems there was a computer glitch that occurred just after I renewed my MyHeritage membership for another 12 months. I couldn't even access my own photo! Thank you once again, Michelle, for the tremendous assistance and the calm manner in which you solved this computer problem. You certainly didn't give up on helping me regain access to my sites - I truly appreciate the effort and the amount of time it took you to resolve this matter. I can't thank you enough for your tremendous help. Kind regards, Christine H.

Loved using MyHeritage! I decided to try two different DNA companies. MyHeritage uses cheek swab samples to analyze DNA, while the other company uses a saliva in tube to collect its sample. I definitely preferred swabbing my cheeks for one minute each, versus the other DNA company’s method. It’s quicker and way easier. Next was shipping. It comes with an envelope, but you do have to pay for your own postage. It might’ve only been about $3 or so to mail in. The other company came with a small pre-postage shipping box, which I’ll admit, was more convenient. And lastly, my favorite part. The results! I was VERY impressed with the turnaround time. Let me back up a bit. When MyHeritage ships your DNA sample kit, they give you a code to activate your account using their website or app. I used the app throughout the entire process. It breaks down each step of the process, from mailing me the kit, then receiving my sample, analyzing my DNA, and preparing my results. I’m so impressed, because my original results timeline was supposed to be July 20-July 27. I got my results back in about a week! Meanwhile, the other DNA service has not even begun to analyze my DNA yet. I sent both kits off on the same day. The app only messages you when a new step is being taken. I was pleasantly surprised to view my results and learn more about where my people are from. The coolest thing was the way they present your results. They make a short video that visually takes you to the countries you’re from, and the music changes with each country. I thought that was a very cool, cute, and thoughtful addition. They also show you a map and what percentages of the countries your DNA has in it. Another feature that I got to try during my month trial while I waited for my results, was finding names and records of my ancestors. I made it back to my great great grandparents. My aunt didn’t even know their names, but I was able to find them with the help of MyHeritage. Overall, I was very pleased with the professionalism from the support staff, the aesthetics and user friendly app, and the quick turnaround for my results. Would (and have) definitely recommend MyHeritage.

It all started when I had visited my Family Website, and accidentally activating a trial Data subscription, after the trial period, a full years subscription was taken from my bank. After receiving confirmation of this action was received from MyHeritage by email, I checked my bank account and my purchases on MyHeritage account. If I was going to do anything with MyHeritage it would be to get a "Complete" (Premium Plus) subscription. I called the Help Centre, who advised me to call Sales, which I did, and left what details they needed, except I didn't leave a phone number, or indeed what my main problem was, a day or so later I received a very nice email from Iain at the Support centre asking me to "please write to him and explain my situation" so I did, Iain kindly replied and told me to write to Sales and gave me the email address, as "he wasn't allowed to award any discounts or change my subscription", I copied the explanation that I had written to Iain onto the email that I sent on to the Sales address. I hadn't heard anything from them, and just happened to be on my Family Website again when I noticed an offer for a "Complete"sub that was over the August Bank Holiday 5 day period. I checked it out what they were offering me, and I couldn't believe what a great offer it was, so as I'd also got a £50 money gift from my daughter i immediately went for the deal and got it. Two days later I got an email from Shayli on the Sales team, and had seen that I had purchased the "Complete" subscription, and was offering me the complete payment that had been made for my "Data Subscription" to be returned to me, I had to read this email three times before it sunk into my brain. I immediately wrote back to Shayli accepting their offer, it was so nice of them (MyHeritage Sales) I couldn't stop writing "Thank you", and once again Shayli wrote back to me saying "how pleased they were to have put a smile on my face and helped me in anyway they could". That's why I have written this lengthy review, to thank MyHeritage and their fantastic Support & Sales staff that they have. I have to say also that when we make calls or write to the staff over what issues we have, please be courteous and as pleasant as possible, and as you can see you get the same response in return. I have kept all emails just in case anyone would like to see a copy of them for future refernce. Thanks again to the great staff of MyHeritage.

The way they operate is crooked and violates British consumer rights laws. First of all it doesn't matter what they put in their emails or websites saying that they are authorised to take our money if we don't cancel the trial. Most of us forget to, and it doesn't matter if they send a reminder email and then if we missed that email, it still doesn't give them the right to take our money. "Consumer Contracts Regulations 2014 set out your rights when you buy things online, over the phone, from a catalogue, or from a door-to-door salesperson. They give you the right to cancel an order up to 14 days after you receive your goods." This means that as long as you ask for a full refund within 14 days of them taking your money, they must refund in full. But they make it as difficult as possible to give you that refund. There is no option on their website to request and execute a refund. They make it so that you must speak to a human being on their end to get it. I missed the first call they attempted, about 4 days after I filed my request for refund online, as I was in a work meeting. They called the second time and I actually picked up straight away, but they immediately hung up right after I said Hello. What a joke, right? They called me again the next day and I managed to pick it up quickly. If I missed it, I'd have to wait again for this to have any resolution.

Here's how difficult it is which makes it take longer for you to get your money back:

1) They provide a UK toll free number, but when you access the request for refund option on that number, you get put through a recorded voice message asking you to leave a voicemail with your account details and your request for refund. Then you have to wait for their cs rep to call you, and if you miss that call for whatever reason, you'll wait another day or whenever they want to, to call you again.

2) You can go through their website's chatbot to request a refund, but again, you'll have to wait until one of their cs reps call you to speak to you, in order to have any hope of getting that refund activated. Same issue as the above point - if you miss that call for whatever reason, you'll have to wait again until they call you back. There is no contact number for them that you can call in your free time to get to speak to a human rep. *They* call you at their own convenience, and you'll have to wait for that to happen.

3) Once you get to speak to their cs rep (I got an Israeli woman called Yael), they will use some really strong pushy upselling tactics to get you to stay on the subscription, and if you refuse, they then try to convince you that a full refund is not possible because you didn't cancel the trial on time and they sent you the reminder email blah blah blah. I reiterate that under British Consumer Contracts Regulations 2014, they have absolutely no right to take money from consumers and refuse a full refund when the consumer requests it within 14 days of the payment being taken. To be very clear about this - this regulation concerns any goods or serviced purchased online or by distance selling. In the case of online services purchased, you don't have to return anything in good condition - so you are eligible for a full refund straight away with no bother. Not anything like MyHeritage makes it out to be. So if you're in Britain, don't let them pull the wool over your eyes. You can google this legislation for yourself, and when you speak to them, make sure you are firmly knowledgeable about your rights to a full refund in this case.

However, if you don't know your legal rights, and you don't tell them that you know your rights and the legalities surrounding this, they will try to blame you for not cancelling your free trial on time and make you believe that as a consequence, they have the right to only refund a portion of the money back. They certainly tried this on me before I quoted my rights to them. Yael claimed that I can only get a £19 refund of the £79 they took from me because it was my fault for not cancelling the free trial on time. When she said that, I emphatically refuted her and reminded her that this would be breaking British consumer contract regulations 2014. I will have to take it up with Trading Standards via the Citizens Advice Bureau because they're clearly breaking the law here. And then the cs rep immediately became very abrupt - from being extremely wordy and going on about the benefits of keeping my subscription, she suddenly said MyHeritage is an International company, blah blah, as if to imply they operate above board and are legit in the way they conduct business, and said okay she is issuing me the full refund and I will be notified by email about this, good bye and have a nice day.

When you see how this plays out, you realise this is no ordinary online proprietor of services. This is an online service proprietor who has a very purposive, targeted way of extracting money from those who aren't aware of their legalities and rights. Of course what I have stated so far is probably only relevant for those affected in the UK. If you live elsewhere in the world, please research up the distance selling legislations in your country and see if you can find laws that can protect your money from being scammed by these people, because it's clear to me that they will try all they can to scam people out of their money. I've bought subscriptions from many other online subscription proprietors and most of them make the process of unsubscribing or requesting a refund for an unintended purchase a lot easier than this lot. I'd stay away from them and any other online subscription proprietors that make the entire process of obtaining a refund of an automatically deducted payment as convoluted as these folks at MyHeritage makes it out to be.

I tried to use My Heritage on my laptop, I usually use my mobile app. I forgot my password and thought re set it would be easy... Ho no the orange box with the link reset wouldn't work on my phone or laptop. So know I'm blocked out for as they say sharing my account.. I just wanted to use it on my laptop which I've used before. I'm paying over a £100 and I cant reset my password because my account is locked! I have sent emails to the contacts and security etc email addresses, no replies or ring backs? Im really hacked off that I cant just talk to someone and get this all sorted.

I'm 25 percent native american by blood. Not meso American and nor do the people of the Andes share the same haplogroup as northern plains tribes. Your staff. Your call center. Company. Testing labs that analyze data are all a sham and your business needs to be shut down for selling people a lie. A Jewish owned company dictating who is and who isn't native american?

In south dakota we have a memorial ride for 38 ancestors hung in mankato in 1862. My grandfather was one of them 38 and you gonna allow some phillipino woman get on a call and run me bs about who I am and where I'm from? And we actually kicked one of your israelies off that dakota 38 ride back in 2017 for filming our damned ceremony and reservation at Fort Thompson south dakota crow creek rez. If I could Rate u a big fat zero I would. Your call center and staff who get on the phone and argue people about their results is effin lame af.

You deserve zero stars from me for a crappy product and customer service. I sense an agenda here to erase indigenous people and commit a virtual genocide of native nations here in the United States. I'm lakota and chippewa and u had me at a measley 1.5 % meso american are you out your effin minds? Seriously your company needs to end and fast before more identities end up erased.

F#$ckn colonizers!

All this is a big joke. We need to report this to a customer protection authority, which I am planning to do.

Last year I have received a myheritage kit as a gift for my birthday from a friend. When I tried to activate it, the activation code inside the kit appeared invalid, so I called their customer service to ask to please help me activate it.

They said that they cannot activate my kit as my friend deleted her account after purchasing the kit, so the only thing that they can do is send a replacement. I agreed to share pictures and all relevant information for the replacement to be shared, but then they asked for my friend's bank statement as a proof of payment to replace the receipt ! I explained several times that this was a gift and that I will not start chasing my friends for a last year's receipt and more so to get bank statements shared of her account to something that appears to be a big scam. I did offer to provide pictures of the kit and barcodes etc and even return the current box as a proof. After not being given any solution, I have requested to talk to someone more senior.

I was put on hold and then transferred to someone called Kevin from Customer support who refused to give me his full name or position in the company, even though I did ask to talk to a manager. He kept telling me the same thing in a loop for about 50 more minutes, only to find out that they were charging me international call fees from London UK, where I am to a call centre somewhere in Central America! They were keeping me on the line with just no help and I added up huge call costs for absolutely no information. I have asked to make an official complaint and they told me to send an email, to an address that does not exist!

This is a SCAM and people need to know how they're tricking people and the support is a joke to call a country that they didn't even reveal - so I have no idea where I actually called.

I will proceed with anything that I can to make sure that this doesn't happen to other people, as it is not about the kit cost, but about the huge scam and stepping on customer rights and protection.

I had two payments taken from my account of £114 , both unauthorised. Someone did call me and I explained that my Husband already had an account and they already taken out over £200 from his account. I had not authorised the two payments , the advisor eventually gave me one payment back but said I needed to provide proof of the other payment as it was not shown in his system. I did that three weeks ago and I have received nothing from them. The advisor was so rude to me on the phone and almost laughing at me it was not what I expected and was very disappointed with the service. I would like to receive my money back and will be taking further action to retrieve the unauthorised money from my account

Our business credit card has been charged and nobody here has authorized this purchase.

I cannot cancel this reoccurring charge because I have no information to login and when I call it is just a recording and no way to speak to a person.

This charge was made on june 19th for $215.90

I have a bank statement to confirm this grievance.

I have spoken to everyone who had access to this card and nobody has authorized this purchase.

les.[protected]@gmail.com or, les.[protected]@hotmail.co.uk

my tree is now a jumbled up mess, and lots of names are missing or duplicated, i did not purchase the plan for 2 years which ended earlier this year just to find it messed up when the paid plan finished. what can you do about it, This tree was compiled so that i could keep it for family and relatives for years to

come

Yours Mr L Fletcher

I was billed and money removed from my bank account without any membership. I spent 10 minutes on your website, it was supposed to be free as it was basic information. They withdrew the money from my bank to the amount of$108.15 on may 22 2022. I would like to have my money reimbursed back to me please.

Pos purchas

Opos my heritage trail

[protected] gb

I have been charged for a subscription on Monday 22 or April via PayPal that I was unaware that I had and did not want. I only ordered the DNA kit and that was all I wanted.

My Account ID was [protected]

I have cancelled this My Heritage account today.

My information is below

Christine Fleming

(+[protected]

c.j.[protected]@outlook.com

5 Scarlett Close

Leongatha

Victoria Australia 3953

I got notice of a charge for $94.34 from MyHeritage ltd.I was acting upon a pop up ad .I filled out some personal information but never recieved any results until I purchased a pkg.which I wasn't interested in so I just left the site.I've never received any notification or information until this charge showed up.It's dated April 13 ,2024 for the original charge I'm assuming. I've not used it since It wasn't what I was looking for which was a military DD214 for a deceased veteran.

My credit card was charged but when I try to log on, there is no account. I have never used this account to gather information. I don’t remember opening this account. I just want out!

This happened once before when I was charged I thought it had been resolved even though those charges were not refunded. Since I couldn’t get into “my account” I thought they had closed it. Now I am back to square one.

I have been all through the topics on the website. I have tried phone numbers. Nothing works. If I don’t have a pin or account number, I can’t talk to anyone! It is so frustrating.

Date: April 4, 2024 $204.12.

For the past several years I sang the praises of MyHeritage until a few months ago. As previously noted in my first review a little over a year ago, the ability to search both official and non-official records, as well as the family trees of others, is a tremendous benefit to those who are building their family trees.

I was pleased until I realized some anomalies were happening and reached out to their customer service for assistance. One anomaly involved a xGGM being identified as such in the on-line family tree, and her information printed in ancestral charts, but her parents and other ancestors, despite being attached to her, did not appear as "yGGF and yGGM, etc." nor did they appear in ancestral charts. Other anomalies involved error codes appearing when trying to enter or query common items, and worse, information I entered into biography fields was either corrupted or deleted.

When I initially called customer service, the customer service agent detached my xGGM from my family tree and reattached her (something I had also done), only to confirm what I reported. He said it was an unusual thing for him to see, assigned it a customer service ticket number and assured me he would forward the concern to the technical customer support team for resolution. The same customer service agent told me to send screen shots of any error code that popped up, as well as "proof" of information being entered and then corrupted or deleted; the customer service agent gave me a specific email address to send attached screen shots and narrative to the technical support team, as well as a specific subject line.

Within a few days a technical customer support team member emailed me in regard to the one service ticket item. She confirmed what I experienced (regarding certain ancestors not appearing as such in my family tree or ancestral charts) was a "glitch" in their system, and they would work on fixing it as quickly as possible.

Per the instructions of the customer service agent with whom I spoke, I sent multiple emails to the technical support team over the period of a few weeks, forwarding the original email along with each subsequent email documenting distinctly separate error codes and examples of information (including photographs!) I entered but later found was corrupted or deleted. I began printing family books after about an hour of entering information, to confirm the information was saved, and then logged in later to learn the information was corrupted or deleted; I sent evidence of both in emails to the technical support team.

Not once did I receive a response from a technical customer support team member to the emails I sent or forwarded.

When I called customer service to inquire about the lack of response to multiple emails, the customer service agent explained I possibly sent the emails during the technical support team's weekend or possibly sent the emails to the wrong address. I explained I sent the emails to the address the previous customer service agent instructed me to send them to, I had not received any failed delivery messages after sending or forwarding emails over the span of a few weeks, and the email address was the same one the technical support team member used when she responded to the ticketed service item.

The customer service agent suggested he send me an email and I reply to it with all of the emails I previously sent the technical support team, and he would then forward it to the technical support team for resolution. I did as he requested. Weeks later, still no response from the MyHeritage technical support team.

I previously created databases for both private businesses and government agencies albeit not nearly as expansive as the one MyHeritage has. The initial response I received in regard to ancestors not showing up as such in my family tree or being included in ancestral charts was appropriate; acknowledge glitches and assure customers of a speedy fix. The failure to respond to numerous emails, each one including previously forwarded emails documenting distinct error codes and examples of data being corrupted or deleted, is unacceptable.

As I could not longer be confident the information I entered into the MyHeritage system was safe from corruption or deletion, I removed my family tree from the site and canceled my subscription (though I continued to be billed for a back-up service - backing up nothing - until I addressed that separately). I uploaded my family tree to a highly regarded off-line genealogy software program and am currently working on "cleaning up" entries related to over 9000 individuals.

So the research potential MyHeritage offers is vast and offers tangible documentation for those interested in identifying, corroborating, or simply knowing more about their ancestors. Logging on to find information previously entered has been corrupted or deleted is a sickening feeling, to put it mildly. Re-entering information, only to later learn it has also been corrupted or deleted is maddening. The lack of response to multiple emails documenting error codes, corrupted or deleted information, particularly after contacting customer service agents twice, is unacceptable.

If your interest is research, with the intent to store the results of your research elsewhere, I am not sure if other services would provide a comparable service for a comparable fee (but I will be looking after repairing the damage to my existing family tree). If your interest is storing and growing your family tree on MyHeritage, as was once my passion and pleasure, my best comment would be "Caveat emptor" and best wishes trying to get a technical customer support team to respond to any issue that arises.

For a long time I have had a major problem exporting COMPLETELY ALL the EXACT data from RootsMagic into Family Tree Builder. There is a mismatch using simple GEDCOM.

Rootsmagic apparently can Sync data with Ancestry.com using "TreeShare" feature. However it does not work the same with MyHeritage. Therefore I am unable to Sync my family trees as expected to MyHeritage website.

For more than a year (May 2020 - August 2021) I have expected to get tabgible help from MyHeritage to no avail.

Here is my recent replies to MyHeritage support team (sorted backwards):

August 26,2021

Dear David,

I have reinstalled FTB. This time it is build 8625.

Please be advised that when the version was 8571 (since November 2021) I have never been given an option (within the HELP Menu) to upgrade it and I have never been given an access to a User Manual.

Now the system identifies me with the family tree *** and requires me to pay in advance a full 979 ILS for another year ahead.

As far as I understood MyHeritage promised me at least a free month for trials. It was not established.

Until yesterday I was given (by you, David) an extension to work until September 9. This extension is invalid now, after the new install of FTB build 8625.
The system recognizes me as a Basic user locked out of the all features that should be tested.

Still I can't download a User Manual (a very basic thing) and I'm blocked from using the Complete subscription plan as I understood you will allow me to do before renewing the subscription for another year.

Since MyHeritage has never allowed me to work fully and properly after paying for the Complete plan subscription (in May 2020) and since MH has failed to reply timely (delay for months) to my questions AND since MH did not fully refunded my subscription fee (only partially), I am not in a position to pay NOW 979 ILS before we finish the full tests of synchronizing the tree that I have on my computer (RootsMagic format).

Without the completion of a full import of the family tree (that I have in RoorsMagic format) and which your system does not recognize, there is no value in renewing my subscription with MyHeritage.

Please send me as soon as possible a discount code that will allow me at least two fruitful weeks of experimenting with version 8625 and then I will be able to decide if your service meets my expectations.

If I do not receive from you a code enabling me to work NOW for another calendar month in order to complete the tests AND at least 50% discount for the upcoming year, I would simply end the relationship with MyHeritage.

I have wasted my time in vain for a year and a half.
FTB does not work as I understood it should.
So far you (David) called me telephonically by surprise, at inconvenient times for me, without a schedule. In my opinion our mutual tests are supposed to be done in front of a computer screen.
Each turn takes more than a week!
MyHeritage financial promises for letting me solve the problem have not been fulfilled.
I'm sorry, my patience has a limit!

Thanks for your consideration!

Shabbat Shalom,
Doron Tal____________________________________________________
August 26,2021

David thank you!

Just before re-installing FTB per your instructions, I have checked and found:

1. Since 17 November 2020 I have been using updated FTB 8. 0. 8571 (see an attached screenshot)

2. I have double checked on 26 August 2021 that I have been using for many months FTB V 8. 0. 8571 (see a screenshot).
I had timely checked on the help menu that I have been always using the latest version.
The only thing I am not sure about is whether it had been installed as an Administrator.

3. The Sync between FTB and MH remained stuck at 77% at Step 4, it occurred once after 7 hours and in my second trial it was stuck for about 24 hours, on 25 August 2021 before I "gave up" (see a screenshot).

4. On 26 August 2021 I was Unable to download a User Guide (see attached two screenshots).

I am sending this mail just before reinstalling FTB from the link you have sent me today.
I'll update you ASAP after the new "administrator" installation of FTB completes.

In our recent talk today I understood that you were not aware what RootsMagic software is doing. Am I right?
Therefore I attach hereby another screenshot proving that MyHeritage claims (even today as it has been for a few years) that they are working in collaboration with RootsMagic.
As I told you (in our first conversation), I found RootsMagic only because it was advertised on your front page just on top middle (see a screenshot).
Thank you MyHeritage for letting me know. In 2017 I found RootsMagic 7 to be the best software ever and I use it even today and won't replace it by another s/w unless I am convinced that FTB can do better, such as decoding flexible date./ time formats for each and every fact / detail on the family tree.

Kind regards,
Doron A. Tal____________________________________________________
MyHeritage Support #***: August 24,2021

A reply of a frustrated user to Support:

Dear David,

Thank you for your explanation.

Immediately after we completed our phone talk on August 17,2021 I tried to do what you recommended me to do. Unfortunately, I was not successful.

This is because many errors were detected while trying to transfer a GEDCOM file from RootsMagic (RM) to Family Tree Builder (FTB).

There is no coordination between the software packages in many parameters. The main problem is a date range such as [protected] which is not recognizable by FTB.
There are more issues. If you consider to resolve them I would make a complete list.

In attempt to find a solution I have tried to download a User Guide Manual for FTB from the internal menu on FTB and also from the MyHeritage website,
Https :// faq. Myheritage. Com/he/article/?-?-?-?-?-?-?-family-tree-builder
But I failed. Your system did not allow me to downloaded User Guide or there is a dead end or a missing link on internet. (I feel like a dummy stupid).

Therefore I opened on August 19 (two days later) a new query, ticket number # ***702, but have NOT yet received any response.
It turns out that the new information about my difficulty of getting something as simple as a User Guide has not reached you timely.
It took a whole week ( 17/8/21 ? 24/8/21) to get today an inefficient response from you (as far as I am concerned).

I would like to make it clear, the main software I work with and want to continue working with is RootsMagic not FTB. I would do so only if I could export each and every detail from RM which is impossible.

I may have misunderstood you in our last telephone conversation.
I thought that you will examine the issue of the possibility of performing "TreeShare" feature of RootsMagic with MyHeritage as they do with Ancestry.com. We talked about it.
You have not yet responded to this issue. I would like to remind you that I had raised this issue back in September 2020, almost a year ago!

In these circumstances your recent reply (cited below) does not satisfy me.

I am in exactly at the same state of uncertainty as I was in May 2020!

Thank you for your attention.

Kind regards,
Doron A. Tal
A frustrated user of MyHeritage and Family Tree Builder

I was looking for a way to print a specific genealogy report/document and stumbled upon MyHeritage.com. I decided to give their free trial a try. I was unable to generate/print the specific report/document so I requested to cancel the free trial. Upon my request, MyHeritage.com offered an extension to the free trial until the end of the month. I accepted in order to have more time to look at the features they offer. Then, I received an E-mail stating that I had already been charged (on the last day of the extended free trial) $163.55. I logged into my account online and it would only allow me to cancel the auto enrollment for subsequent years, not the current subscription they had just charged me for. So I cancel that and look for refund request instructions. You can call them & leave a message or email, no live person. I emailed the same day as the charge to request a refund. I received an email reply from sales depth. the next day stating that they could not reach me by phone twice and provided the number from which they had called. I received 0 calls from that number. I replied, confirming my phone number was accurate, and again requested a refund. I noted I was not comfortable with providing personal information over the phone to a random number i cant confirm belongs to the company, and if they are able to charge a card online for a subscription, they should be able to refund it as well. I did not receive a reply to my reply and instead I missed a call from that number this morning while working. I understand retention as a business, but I don't have time to wait by the phone and chase after a refund. At this point, I am very upset that I have yet to be refunded and that their retention tactics include playing phone tag to further "discuss" a refund request. It feels very scam-like and I will absolutely not be recommending their company. I will stick with their competitors who handle refunds with zero hassle. Please refund my account. Thank you.

I have been trying to access my account/tree for 6 weeks. In order to do so, I have to go through a 2 step verification process. I am told that a code will be sent to my email but the email never comes.

I have called their Support twice and each time I have been told that the issue will be resolved but it still hasn't been.

I notice online that other people are having the same issue and that they have been waiting for months for the issue to be fixed and are still waiting.

I have tried calling again and despite them saying that they have a 24/7 support system, I get a recorded message saying that they aren't offering support at this time.

Incredibly frustrating and when I can get through to someone I am going to cancel my subscription and claim the money back through my credit card company.

Disgraceful!

I have a paid subscription to both sites and am receiving a message saying access denied and no one is able to help me! This has been going on for 24 hours.

[protected]@gmail.com

On 05/02/2024 my account was charged. I thought I had cancelled the subscription but it seems as I made a mistake in not doing this correctly. I contacted the my heritage team a woman names Adi said she can't refund me because the account is already open even though their policy says I am entitled to a full refund within 30 days of being charged.

A person in Israel claims to belong to our family and was able to look at our family tree on Geni and posted it on her site on "my Heritage" as her Family Tree. She claimed her grand mother, Malka HT. was from our family and died in the 80s. I have records from a Malka born H who died in 1929. This is very strange.

This person in Israel, who calls herself Hadas Miller, has blocked my access to her site on Heritage. So there is no point for me to have a My Heritage subscription, so I have cancelled my subscription. I had started my subscription at her request. I have suggested to the person in Israel to do a DNA analysis but she has refused...

Our family is not sure that this person belongs to our family. We are very concerned that she took hold of our family tree and posted on her site on " My Heritage".

Thank you for your understanding

Anne Marie Nunez

On January 21, 2024I found I was charged through my bank $200.34. I have attempted to contact this company online. The help screens are a never ending loop. When you get to the option that says how do I request a refund, it says to click on the no button if you want to request a refund and it should take you to a screen that gets you in contact with the company. But instead it just takes me back to the screens that I started on to request a refund. There’s no phone number to call, there is no option to email. I did not request a subscription on this site. when looking back I see I got automatically charged for $138.03 on February 3, 2023. I did not authorize that charge either however I didn’t notice the charge so I know there’s nothing I can do about that one. Whatever the subscription paid for I have never used. I want my money back and there’s absolutely no way to get a hold of this company.

I ordered a MyHeritage DNA kit on 13 December however I have not received it and I can't find any contact details to follow up. Furtermore it seems that DHL has subcontracted the South African Post Office service which is completely dysfunctional and many post offices are closed. The service is not used by most South Africans due to the poor service delivery and I doubt if I will ever receive it. I can not contact MyHeritage in any way.

Please come back to me ASAP

Regards

Timene Watt

My mother was adopted in a closed adoption. She passed recently and my fiance paid for me a gift of a DNA test from my heritage. The took the payment of forty dollars or so and set the set kit. Well this "deal" came with a free month website subscription. Well a month later the so called subscription that I couldn't use due to them not receiving my DNA sample yet was closed. And they keep trying to pull $140 plus Dollars and haven't produced any info or results or anything. They have tried to take the money 4 times now. And they haven't given me anything. Theives is what this company is