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3.1 19 Reviews 501 Complaints
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MyHeritage Complaints 501

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G
8:14 pm EST

MyHeritage Double billing

I opened an account with MyHeritage on 1st December 2021. This account was opened as a result of your 'Introduction offer'. I renewed my initial account in December 2022. I paid €117 for the renewal on 12 December 2022. On 31 December 2022 I paid €285. On receiving my latest VISA billing, I noticed that I had been billed again on 20 January 2023 for another €285. This amounts to your service billing me twice for my single account.

Should it be necessary to close one of the accounts, please ensure that all data is recorded and transferred to the active account. I do not want to lose the research I have made resulting in 8000 plus names being added to my family tree.
I would also like you to ensure that the DNA results will be preserved within my active account.
I would like to keep the account using the given Gmail address below.
It is possible that this second billing has arisen due to my change of email address. The initial email address, hotmail.fr had been hacked hence the urgent need to change to my current Gmail address
Should there be any problems, please advise me prior to taking any action.

Desired outcome: Please reimburse me the second payment of 285€ made on the 20 January 2023

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4:17 am EST

MyHeritage Subscription basic plan

I made a basic free plan on December 2022 and paid 9 euros to receive 800 photos from IA Time machine. I didn't receive a thing so i send them a support ticket requesting a refund since they never send me the photos. Than i discover they took this month 99 euros from my card. They don't answer my emails or messages from social media. This is robbery. I only got this email

Thank you for reaching out to the MyHeritage Support team.

Your message has been received.

Here is the ticket number for this Support issue for your reference: #[protected].

In the meantime, visit our Help Center to get instant answers for most frequently asked questions, or check out MyHeritage Knowledge Base to learn more about the many tools and features on MyHeritage.

By the way, MyHeritage has launched its first-ever podcast, Blast From My Past! The podcast features stories of people whose lives were changed forever by what they discovered in their family history through MyHeritage. You can search for Blast From My Past and listen to it wherever you get your podcasts, including Spotify and Apple.

Best regards,

The MyHeritage Support team

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12:46 am EST
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MyHeritage a my heritage dispute

i lodged a dispute with by Bank Bank of qld around the 19th october 2022 to do with monies taken from my account witout my permission where i was billed $185.90 ,under my credit .i have a invoice number here and it is [protected] dated the 19th october

Uo to now all i heard from the bank was , that i had to contact you people in reference to this

I did not authorise this to happen, and since then or before then the card is no longer

All i want it to get this dispute solved and for my money to be returned to the following acct

Suncorp bankl

BSB 484799

Acct no [protected]

Name Alfred Long

Desired outcome: please refundi would appreciate a refund as this has been going on since the 19th october 2022

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7:28 am EST
Verified customer The reviewer confirmed their account using Google. Learn more

MyHeritage Refund Correspondence

It is courtesy for a business to email it's customers to remind them of approaching renewals, yet on 20/01/23 I was charged £114.50 by MyHeritage without warning.

I proceeded to open a ticket (No. [protected]) with them as I am well within the 30 day period outlined by their policy, yet as of 29/01/23 I have received nothing but promotional emails.

After searching for help online it seems that they make this "mistake" far too frequently for it to be considered anything other than deliberate. I want a full refund, an apology, and will not be doing business with this scam site again.

Desired outcome: Full refund and an apology.

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Catalina Retana
US
Sep 18, 2023 6:24 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

My Heritage charged me $89 for an annual subscription that I NEVER purchased. I refused to purchase the annuity, days before the free trial ended. And it´s impossible to contact an advisor.

I have read dozens of comments reporting the same problem.

I´m so angry.

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A
3:45 am EST
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MyHeritage Payments

My husband ordered DNA kits for the both of us and we received them and sent them back, paid the £70.00 or the kits, then my husband paid the £89.99 subscription which was also fine but then today they have taken a further £114.00 out of my account for no reson and this should not have been taken, i have now been put into negative on my bank account, this is unacceptable and i want a refund asap to put my bacnk account back into credit

Desired outcome: refund

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8:09 am EST

MyHeritage gift purchase

myheritage sales memberships as a gifts for family or friends. I payed for one of these. family member couldn't activate it because 'a right side upper corner' does not provide the code space as claimed that it does. they sent emails with useless information and refuse to return money I paid for service that doesn't existPurchase summary

Order number: [protected]

Item: 1-year Complete gift membership

Recipient’s email: [protected]@o2.pl

Delivery date: Jan. 13, 2023

This is a one-time, non-renewing membership.

You were charged 99 € + 4,95 € GST.

Your invoice is attached.

Desired outcome: money back on my credit card

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11:31 pm EST
Verified customer The reviewer confirmed their account using Google. Learn more

MyHeritage Unauthorized charge

On Jaunay 16 i recieved an email stating a charge of $129 was taken for a subscription I don’t want. I got no emails in the lead up to the end of this trial period so I could cancel it and as soon as they'd taken the money out I called and emailed to cancel and apply for a refund. The representative told me that it would be escalted to the billing department and will hear back within 1 to 3 days. I informed him i did not authorize my credit card to be billed nor did i ever enter my card information so how they were able to get it i do not know. I have filed a complaint with BBB as well. I dont not want their service and want my $129 back asap.

**********MyHeritage Refund Policy**********

Their policy states that they guarantee a full refund by contacting Customer Support within 30 days of the purchase date. I’ve followed the instruction and contacted them the same day I was charged on the 1st of November followed by a phone call on 4th November to which I was told someone would call me back, but I haven't received any response to either. It seems that this whole process is designed to scam people and discourage them from seeking a refund.

3. Refund Policy

MyHeritage values the satisfaction of its customers and offers a thirty (30) day money back guarantee. If you are not satisfied with your purchased plan you may request a full refund by contacting Customer Support within thirty (30) days of the initial purchase date of the subscription.

The money back guarantee applies to MyHeritage subscriptions (Premium, PremiumPlus, Data or Complete), and not to shipped products such as MyHeritage DNA kits and family tree posters.

All refunds will be reimbursed to the original credit card with which the purchase was made. Please allow a reasonable time for the refund to be charged to your account.

Desired outcome: Full Refund Immediately and also a response back.

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Update by Tat2cali
Jan 20, 2023 1:34 am EST

Im still waiting on an email and a full refund. I recieved a response from someone at myheritage thru BBB website here on january 17,2023 saying a full refund was issued but yet i have not recieved anything.

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D
10:32 pm EST

MyHeritage I have been charged $277 Australian for nothing that I agreed to purchase

my credit card has been debited by you for something not described and not requested by me.

I have downloaded a FREE family tree builder app but have not continued to use it. There was nothing in the site offer to indicate any future payment for this free product

I want the payment refunded especially as I did not provide you with my card details.

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3:38 pm EST

MyHeritage Unauthorized charge

I live in the UK. I was thinking of checking on UK friends who I have not seen for fifty years and I clicked on the MyHeritage website. I had to enter my email address to try my search but I realised it was no use for me and I left it. I did not register and did not ask for any further usage.

Message sent to [protected]@myheritage.com on 22/12/2022:
"I did not sign up to free trial and I do not want a free trial.
I did not give any financial details or payment methods, so how can you send an email saying I have signed up to free tial?

When I tried to stop a free trial from your email, your system asks for me to sign up first, so how can I already have a free trial?
Please cancel any free trial you claim I have agreed to when it is not true.
Stan Evans"

Then I received an email saying I had got a 14-day free trial. I replied to the email and several times tried to contact MyHeritage to say I did not have a free trial, I did not want a free trial and asked if they somehow had given me a free trial I wanted to cancel it. When I looked for help on the MyHeritage website it said I should log into my account, but as I did not have one and had not registered, that was irrelevant.

But I have just received an email saying my free trial has finished and charging me £56.40 and they have taken it from my PayPal account.
As far as I am concerned MyHeritage is a fraudulent company and if I can't get this scam sorted out I will contact UK Trading Standards, Citizens Advice Bureau and ActionFraud.
I don't know how they can take money without bank details but I am still angry at the attempt to defraud me.

Desired outcome: Refund £56.40 taken from PayPal. I am contacting PayPal to complain about it. As far as I am concerned, MyHeritage is a fraudulent company.

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4:19 am EST

MyHeritage Subscribe without my permission

I saw through a message from my bank that there was money taken without my permission from the website, which I did not know, including that I subscribed to a year ming subscription. After I tried to contact them but I never reach anyone. It a big amount of money. I really regret about buying this DNA kit. Even if I subscribe they should send mail before couple days ago subscription finished.

I want a refund of 196 euros withdrawn from my account by using my right to return within 30 days. I hope you here will be helpful and they will do what is necessary and my money will reach me.

Desired outcome: return my money

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M
4:10 pm EST

MyHeritage Subscription

Contacted My Heritage support 12/29/22 asked that they cancel my subscription.

It was an automatic renewal for $315 on my credit card. I didn't receive an email telling me it was renewed or that my subscription was up for renewal.

They called me Tuesday 1/3/23 from a 406 area code said they refund me 35% of the fee then on my credit card bill I see an amount of $110.

I do not want a subscription with them I want a full refund of the $315. and the $110 amount taken off my credit card. Included is the email I received Thank you for your help.

Jenny (MyHeritage)

December 29, 2022 8:39 PM (UTC+02:00)

Dear marsha,

Thank you for contacting us. I understand that you'd like to cancel your subscription.

I found your account on MyHeritage registered under email address mueller.[protected]@att.net. Your account had a Complete subscription that started on December 18, 2021, and that subscription was successfully cancelled on December 29, 2022.

There is currently no recurring annual subscription associated with your account, and therefore no further action is necessary.

Kind regards,

Jenny

MyHeritage Support team



Image 1



Marsha

December 29, 2022 8:32 PM (UTC+02:00)

cancel my subscription

Automatic renew charged me $315. please cancel

Desired outcome: removal of all charges to my credit card both amounts $315 and $110

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5:52 am EST
Verified customer This complaint was posted by a verified customer. Learn more

MyHeritage Unauthorised charge to my account

I arranged to do a DNA test with My Heritage to which i was offered one months free subscription. However, at the end of the My Heritage has the nerve to charge my credit card a full year's subscription without my consent and even though I cancelled my subscription. I have since tried to message them but i have had no response. I hence called them and held on the line for 30 minutes when I was still 5 the in queue. So I have left a message asking for an immediate refund. I have still to hear from them. What allows this organisation to charge their customers WITHOUT THEIR CONSENT. I regret for having even done the DNA test with them. It is a money making establishment with no ethical standards.

Desired outcome: Refund of the charge made to my account

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5:23 am EST
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MyHeritage Renewal subscription taken, despite I not authorising it

On 23 Dec 2022 258 Euro was taken from my bank account for auto renewal which I believe I cancelled during the year. I immediately contacted My Heritage and I received an email requesting my phone number. I replied to let them know that I am not able to take any phone calls so I requested that the matter be dealt with by email. I asked for a full refund as I do not want to have a My Heritage account going forward, primarlily because it is too expensive and also because I don't use it. Despite my sending at least 3 or 4 follow up emails I have not heard back from them. I also have not received a refund to my account.

Desired outcome: Full refund requested

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3:29 am EST

MyHeritage Annual Subscription Charge without prior notification.

1st Jan 2023

Good Morning

I have been surprised this morning to see an unexpected charge to my bank account of £229, drawn without my approval and without any prior notification, as required by the banking authorities, when in particular there is a significant change.,(i.e. Last year subscription was around £68.70) this is more than 3x as much.

This is unacceptable and I would ask you to immediately refund this payment and cancel my membership, deleting all my bank details from your records.

Please confirm at your earliest that this has be actioned.

Regards

Norman Humphryes

account ID: [protected]

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10:49 am EST

MyHeritage Stealing money from my bank account!

I remember vagley being curious on this company back in 2018/19. But I was not interested to pay for a subscrition because I know I cant afford one. Suddenly today, the last day of the year 2023, 2500 NOK deassapered from my bank account! Without ever leaving my account number or an agreement to the company that I was agreeing to å subscription, instead they have swindled money through my PayPal account! Getting hold of MyHeritage seems hopeless, with telephone numbers and e-mail adresses that dosent work! My only hope now is that PayPal can help me get my money back. So please dear People, NEVER be curious an enter they're site, NEVER! It"s looking to be a sad and poor New year for me and my family. I already live on disability and that's not much. MyHeritage you should ashamed, ashamed!

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3:18 pm EST

MyHeritage They auto-renewal charged my account $150+, after I deleted my account!

I had signed up for the free trial, after trying it out, I decided it wasn't for me, so I deleted my account the night before it ended. Mere hours later in the morning my card was charged $150+ for a year subscription. Not only would I not buy a year subscription for anything, but I also don't even have an account to use it with now. With a pending charge, no access to a deleted account, I tried multiple times to contact support. Finally got through, they said just because the account is deleted doesn't mean it was taken off the auto-renewal yet. So, they said they will reach out to me in an email asking me to provide additional information, to get everything handled. I sent them the PayPal statement of the charge, and their invoice sent to my email. However, I have yet to receive a response back, so I'm worried MyHeritage instead of cancelling the transaction is just stealing my money now! This is couple days before the Holidays, greatly impacting my plans, because of an issue with the auto-renewal. Let me repeat, I literally just got charged for nothing since the account is deleted and no way to access it, and instead of cancelling the transaction while it's still pending, they are ignoring me, and stealing my money!

Desired outcome: Refund the money. Maybe add extra safeguards, for future issues like this don't occur.

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A
Amtl
US
Jul 07, 2023 10:24 pm EDT

My Heritage has done the exact same thing to me. I told them I did NOT want membership when trial period ended. They took 161,41 from my account with no warning. This was after I sent several emails and got on their site to end my subscription. I have been getting a total run around from them. I told my bank these are fraudulent charges. This is absolutely disgusting and underhanded. They should not be in business! Anne from NY

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F
3:26 am EST

MyHeritage Komplett-abonnemang

Jag debiterades för produkten jag inte ville ha

Jag tänkte köpa DNA-kit (och det gjorde jag), och för att köpa ett måste man vara registrerad på deras hemsida. För att registrera dig måste du ange dina kreditkortsuppgifter och sedan missa det subtila meddelandet om Komplett-abonnemang och sedan debiteras du med 1824,00 Kr för något jag inte bett om!

Jag försökte kontakta support på livechatt, fick en biljett [skyddad] med ett löfte om att någon kontaktar mig tillbaka. Hände aldrig.

Jag ringde och lämnade ett röstmeddelande och skickade flera e-mail till support och Inga svar.

Desired outcome: Önskat resultat: För att få en återbetalning

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3:49 am EST

MyHeritage Down loading a GEDCOM File lack of response

Acc [protected]

I have attempted to download a GEDCOM file and it tells me the system will send a link to my email address but this never happens, I have sent a support request 3 times now over the past 10 days but I get no response. This is the 3rd time this has happened and the problem had to be fixed on your side

Support Ticket no [protected]

PLEASE RESPOND

Alan Deuchar

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7:20 am EST

MyHeritage Call from myheritage to upgrade subscription

Date of incident: 14 Dec. 2022

Time of Incident: 13.42

After my purchase of a DNA kit, I got a call from a MyHeritage representative to promote an upgrade to my existing subscription.

He explained to me how "important" it is to add names and surnames to my family tree so that their algorithm can match them with their millions of records.

My question was "How can you match the record without the DNA information of my family tree information?".

I asked him to defend the below statement:

'This way of building the family tree and matching it with millions of records only and only based on names and surnames can create more confusion than clarity and provide us with very biased information.'

He could not say much.

I proceeded to ask him if the kits we are buying can provide us with scientific information about family relations eg. between the child and parent, but he got angry and did not even professionally explain the process and closed the conversation in progress by saying "If you do not want the upgrade then have a nice day", hanging up, although I was in the middle of talking.

Those people have access to our vital information with no solid ethical accountability to human beings.

I have a huge complaint to MyHeritage: Firstly, be accountable with information such as the DNA of humanity, and cater to the real needs of people not having your mind on generating money while you are involved with extremely vital cases of humanity! Be extremely responsible about who has access to that kind of information!

And secondly, when your product or service is being questioned with reasonable objections, you should be able to explain clearly and admit any weaknesses in the system your product is depending on.

Desired outcome: Customer service and access to vital information should be reviewed and the policy of recruiting process and training to such companies with extremely sensitive information about the human race should be reformed from an ethical standpoint.

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2:58 am EST
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MyHeritage Automatic renewal taken from bank account

the amount below was taken from our bank account automatic renewal not authorised i have email them many times since last week and received no reply

Paid with

DEBIT_CARD

You'll see "PAYPAL *MYHERITAGE 700-" on your card statement.

£207.38

E-money conversion rate

£207.38 GBP = $240.00 USD

1 GBP = 1.1573 USD

Manage MyHeritage Ltd payments

Transaction ID

8KF52176XE630805T

Seller information

MyHeritage Ltd

+972 [protected] x20

[protected]@myheritage.com

Invoice ID

M5PR662D75ZTM232

Purchase details

700-61A379D9BC30E6BA45F51D4CB8CC8657-3

$240.00 USD

Total$240.00 USD

Print details

Desired outcome: full refund

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About MyHeritage

Screenshot MyHeritage
MyHeritage is a genealogy platform offering users the ability to create family trees, search through historical records, and take DNA tests to explore their ancestry. The service provides tools for discovering, preserving, and sharing family history. Users can also access photo enhancement and colorization features.
How to file a complaint about MyHeritage?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with MyHeritage. Make it specific and clear, such as "Incorrect Billing by MyHeritage" or "MyHeritage DNA Results Delay".

4. Detailing the experience: Provide a detailed account of your experience with MyHeritage. Include key areas such as:

  • Account Access Issues: Describe any problems you faced while trying to access or manage your MyHeritage account.
  • Subscription and Billing: Mention any discrepancies in billing, unexpected charges, or issues with subscription plans.
  • Customer Service: Discuss your interactions with customer service, including response times and the quality of support received.
  • Product Quality: If your complaint is about the DNA testing service, the accuracy of results, or family tree features, detail your concerns here.
  • Technical Problems: Note any technical issues with the website or mobile app that affected your user experience.
  • Privacy Concerns: If you have any worries about how your personal data is handled, mention them.
Include information about any transactions you had with the company, steps you've taken to resolve the issue, the company's response, and the personal impact the issue has had on you.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as email correspondence, billing statements, or screenshots. Do not include sensitive personal information that could compromise your privacy.

6. Filling optional fields: Use the 'Claimed Loss' field to quantify any financial losses you've incurred as a result of the issue with MyHeritage. In the 'Desired Outcome' field, clearly state what resolution you are seeking, whether it's a refund, an apology, or another form of redress.

7. Review before submission: Carefully review your complaint or review to ensure that it is clear, accurate, and complete. Check for any spelling or grammatical errors that could detract from the professionalism of your submission.

8. Submission process: After reviewing your complaint, click the 'Submit' button to officially file your complaint on ComplaintsBoard.com.

9. Post-Submission Actions: Keep an eye on your ComplaintsBoard.com account for any responses or updates regarding your complaint. Be prepared to engage in further communication if necessary to resolve your issue with MyHeritage.

Overview of MyHeritage complaint handling

MyHeritage reviews first appeared on Complaints Board on Jul 23, 2010. The latest review Unauthorised Payment was posted on Nov 1, 2024. The latest complaint Visiting website was resolved on May 22, 2024. MyHeritage has an average consumer rating of 3 stars from 520 reviews. MyHeritage has resolved 261 complaints.
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  1. MyHeritage Contacts

  2. MyHeritage phone numbers
    1800 817 330
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    38%
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    Ireland
    1800 731 768
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    Australia
    +1 (800) 987-9000
    +1 (800) 987-9000
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    11%
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    USA & Canada
    +44 800 098 8125
    +44 800 098 8125
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    United Kingdom
    +64 800 995 069
    +64 800 995 069
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    New Zealand
    +43 800 802 582
    +43 800 802 582
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    Austria
    +32 80 026 102
    +32 80 026 102
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    Belgium
    +45 80 820 132
    +45 80 820 132
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    Denmark
    +358 800 102 172
    +358 800 102 172
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    100%
    Confidence score
    Finland
    +33 805 080 098
    +33 805 080 098
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    France
    +49 800 589 3922
    +49 800 589 3922
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    Germany
    +31 800 240 0013
    +31 800 240 0013
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    Netherlands
    +47 80 024 741
    +47 80 024 741
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    67%
    Confidence score
    Norway
    +34 900 838 969
    +34 900 838 969
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    100%
    Confidence score
    Spain
    +46 20 889 289
    +46 20 889 289
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    20%
    Confidence score
    Sweden
    +972 180 122 2299
    +972 180 122 2299
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    67%
    Confidence score
    Israel
    +27 800 980 785
    +27 800 980 785
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    100%
    Confidence score
    South Africa
    +55 800 878 2500
    +55 800 878 2500
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    100%
    Confidence score
    Brazil
    More phone numbers
  3. MyHeritage emails
  4. MyHeritage address
    3 Ariel Sharon Street, 4th Floor, Or Yehuda, 60250, Israel
  5. MyHeritage social media
  6. Rachel
    Checked and verified by Rachel This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Nov 03, 2024
MyHeritage Category
MyHeritage is ranked 41 among 45 companies in the Websites category

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