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3.1 514 Reviews

MyHeritage Complaints Summary

256 Resolved
238 Unresolved
Our verdict: While MyHeritage has an above-average resolution rate, there’s room for improvement. Investigate common issues reported by customers and understand how they were resolved. Be prepared to follow up on your queries if needed, and keep detailed records of all interactions.
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MyHeritage reviews & complaints 514

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8:26 am EDT
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MyHeritage dna kit

i sent my kit in on 10/4/2017 and its still saying not received why is the i spent 80 something dollars on it and still nothing saying you guys got it [protected] is my account id...its not far to me that i wasted all that money for nothingi want to know why its taking so long when it says after yall get it it takes 3 to 4 weeks to get the dna results

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7:59 am EDT
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MyHeritage ancestry website

I have been charged £90(debited from my account), for a subscription, I did not want to subscribe, as I was on a free trial. They have taken this without my consent, as apparently they should have sent me an email before taking out the money, but I did not receive any such email. Therefore, I demand they refund the £90 back to me. I have contacted my bank, and they are looking into it for me, and I will supply them with more details as required by them. This is a bad company, as I, like many others possibly, just wanted to try out the site with all good intentions on my part. I really cannot afford this.

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11:11 am EDT
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MyHeritage unable to contact customer services via phone nor contact form

ID [protected]

I spent most of today holding on the phone only to be cut off when it got to my turn! so frustrating! I did not at any point get to speak to an operator just the automated message. Hours I spent on this. I have also completed contact forms it is impossible to get in contact with you. Please email me on. [protected]@aol.com

The reason I wanted to speak to someone was that I made an error and didn't cancel the free period I got it confused with anscestry. totally my error as I have cognitive issues and have been unwell. It wasn't until I saw my bank statement that I realised that money had been taken from my account. would it be possible to refund this as you will see that I do not use the account and only used it for a few days when it was set up as I found it too complicated with my cognitive issues.

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6:53 am EDT
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MyHeritage unauthorized credit card charge

I received an email on September 23, 2017 stating your free 14 day trail subscription for the MyHeritage SuperSearch annual subscription and your trial period ended. This would have put me on your web site on Saturday September 9, 2017. I was not on your web site that nor was I on any ancestry web site that day. You also so this person as being from California USA and I'm in Texas. EVEN IF THIS WAS MY ERROR YOU HAVE NO WHERE ON YOUR WEBSITE TO CANCEL A FREE TRIAL OR SUBSCRIPTION!

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8:49 am EDT

MyHeritage lack of service

I recently received DNA results which cannot be downloaded from a mini iPad also application MH826EWB has not received ANY match I have had phone calls from your agents obviously to try and persuade me to join My Heritage when I mentioned the above problems I have never received any further phone calls I have tried phoning and emailing without any result I must say how disappointed and dubious I am about the entire transaction I can only conclude My Heritage is only interested in parting customers from their cash full stop

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10:47 am EDT
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MyHeritage the myheritage dna test results are not realistic

I transferred my DNA raw data from AncestryDNA to MyHeritage in order to expand the pool of possible close relatives. The data was processed quickly in 2.5 days. After reading their claims about billions of genealogical records and about their pool of millions of people's DNAs, you would think MyHeritage would find SOME match! Not the case! I am Russian born. They provided me with ONE single match of American who had Russian root in his 6-7th generation. I was stunned! Tried to find their customer service email on their website - non-existent. It seems this company is just all about making money, not helping people to find their genealogical roots. It seems their search data base is the same as of FamilySearch.org with the only difference that many records in FamilySearch.org are for free, but MyHeritage want you to pay for them.
Also, when I transferred my raw data to MyHeritage there was a note that I will be notified when results are processed and when each match occurres. I have not received neither notification.
I would not advise to people to use MyHeritage!

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AnneJones
, US
Nov 30, 2017 11:33 am EST

I TOTALLY agree with this comment. My nice and I recently uploaded our RAW DNA Data into My Heritage - My Heritage was COMPLETELY different from Ancestry AND Family Tree DNA. My nieces father was born in Mexico and she DEFINITELY has lots of Native American Indian - to the tune of 20+%, found by Ancestry and Family Tree DNA - My Heritage did NOT find one single drop of Native American Indian which is completely FALSE. In addition, My Heritage found 6.8% Finnish in my DNA - Ancestry and Family Tree DNA found 0.

Further, my Great Uncle tested with My Heritage and then received calls from My Heritage asking him point blank, if he was related to certain people. In addition, my matches were only 56 - Made up of people I have NEVER heard of - My Niece and I had NO shared matches.

My Heritage is a SCAM for sure!

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Cmor269
, US
Oct 10, 2017 1:16 pm EDT
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My DNA report along with my daughter are all wrong. It doesn't doesn't show any of our German heritage and I definitely know it's there on both sides plus my great grandmother was 100% Cherokee and according to my report there's not a drop in our blood. Plus my daughter grandmother and great grandparents on her fathers side were 100% American Indian, and yet there's not a drop in her blood. Actually according to our DNA results we aren't even related. I believe this is just a scam! My son didn't even bother to send in his.

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7:16 pm EDT
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MyHeritage logging in issues

I have been locked out of my account and it not letting me log in it keeps saying my email address is invalid when it clearly isn't because that's the email address I used to register I really can't understand why it not letting me sign back into my account because I can't remember my password but it's not accepting my email to reset my password I can't understand why it's not accepting my email all I can think of is either someone has hacked my heritage account or the my heritage team have closed it down either way I am confused and don't know what to do.

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12:20 am EDT

MyHeritage unauthorized credit card charges

On two occasions on the one date, 27/7/2017 amounts have been charged to my visa account - $220.73 + $175.12 FRGN AMT. $165.55 + $131.34 FRGN AMT. At no time have I used My Heritage for family history and certainly not an American arm.
I trust this is sufficient information, I only noticed when I received my visa bill. This money must be returned to my account as soon as possible, or I will be taking further legal action.

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11:18 am EDT
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MyHeritage unethical behaviour

To the Director of Customers Support
I just received a MyHeritage genealogic tree diagram where my daughter's adopted children do not appear. According to our law, generated and adopted children are legally on the same level. Can you tell me which Authority gives MyHeritage the right to carry out such a discrimination? I cannot really understand why you get of your own will into this sort of troubles if your purpose is to satisfy your customers and not to offend them. The question is obviously very delicate. I understand that the legal position may be different in other countries, but why don't you ask your customers to choose rather than provoke profound resentments? I cannot use the tree if I am not sure that MyHeritage behaves properly in this respect.
I should be grateful if I receive an answer at this address:
Franco Ariatti, Account [protected]

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6:10 pm EDT
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MyHeritage membership fees

Why didn't you notify me that the end of the free trial was approaching? I barely used the free trial subscription because I didn't like the site. I just checked my checking account. You debited my checking account without warning and you overdrew my checking account! Your free trial is going to cost me an extra $35 that I didn't authorize!

I want you to cancel my membership on your site, refund me the $119.40 + $35 to cover the overdraft fee for a total of $154.40. I want this done immediately!

Erin baker

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11:39 am EDT
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MyHeritage money taken from my account without my knowledge or consent

Hi, my name is Kristie Powell and about $76.00 was taken from my account without my knowledge or my permission. I have no idea why or even how this was done...but I need to know what is it that I can do to get my money put back into my account. I recently did a little digging and discovered that I'm not the only person that this has happened to. I really need help finding a solution to this problem. $76 is a a lot of money and a very big deal to me because I'm a mother of 5 and every penny counts. Please, just give me a solution to this problem...ASAP(IT'S NOT RIGHT AT ALL)

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patricia conrow
, US
Aug 23, 2017 3:11 pm EDT
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I think it is very unethical & deceitful how the annual charge is made. My 2 weeks free would have put me to 7 30 2016 yet on 7 15 2017 an annual fee of $159. and change was taken from my account. What exactly was "free" ? I was away from 7 15 2017 to 7 21 2017 and requested cancellation as soon as I read the email. Every business gives a 30 day notice. I did not ask for a complete refund, I asked that it be pro rated for the week I did not use it. I do not believe I ever used this service and will not have any good to say about your service. I hope you have enjoyed my "gift" for only retuning half of the annual fee. Your company should be ashamed.

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7:41 am EDT
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MyHeritage my heritage

I received an email from you for a 14 day free trial which I never requested. Your email states I will be charged $119.40 at the end of the first year! I continue to receive more emails from you but interestingly, you offer no email address for me to contact you to complain!

I do not want your product or services. Remove my email from your list immediately and stop harassing me!

[protected]@outlook.com

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8:18 am EDT
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MyHeritage dna results - very different results - 2 myheritage tests on same person

I took your DNA test in March and the results showed surprising results that I had no spanish even though I knew my grandfather was protugese. I bought a test for my daughter and hers showed she had spanish (iberian). My curiosity was up so I decided to purchase a second my heritage DNA kit for myself in May . I just got the results and they are substantially different than my first my heritage DNA kit taken 2 months earlier. This time it shows I am spanish (iberian) but it also added new ethnicities that weren't on the first results (finish, greek, scandinavian and balkin) and removed some that were (italian).

Since I don't know which test results are accurate, I think I deserve a refund on both tests.

I have included results from both of my tests. Connie Harper & Marie Harper

Email addresses used for tests
[protected]@windstream.net
[protected]@americassoftware.com

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Myheritage gave me a refund on one of my ethnicity tests. I took two tests and the first results were wrong so they rightfully refunded my money. I hope I can trust the results of the second one.

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5:33 pm EDT
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MyHeritage never got our reports

Dec 11th, 2016 - I ordered this dna testing for my parents xmas presents and even though it took us a few months to find the kits again and send them in... We did not receive the reports - period! No help from their website and it appears if we really want to find any matches we have to pay them monthly! Not at all what their misleading ordering pages were all about!
Transaction id 1a960266ed065601
Invoice i. D. [protected]
Paid with paypal [and=they will not help now because it took us so long to send our tests in and then realize they were not sending our reports]

This is 178.00 scam that did fraud on my 93 and 87 year old parents and our entire family! We want a refund

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Lisa LeeLee Mobley
, US
Oct 12, 2017 6:59 pm EDT

I have not received my mom's report either!

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12:25 pm EDT
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MyHeritage renewal complete subscription

My invoice number [protected] dated June 8 th 2017, I received the following email
"Dear Jerry Andrew, ‎

This is just a brief update that your Complete subscription for family site 'Clay Web Site' has been successfully extended for one additional year.
Your credit card was charged $250.74 (plus tax if applicable). The next charge will take place on June 8 2018 for another year.
Your transaction invoice is attached.
You can review your subscriptions anytime on your Account > My Purchases page.Account ID: [protected]
If you have any questions, please call us at: +[protected]
(Monday through Friday, 9am – 7pm EST).
You may also visit our Help Center to get instant answers or write our customer support team.
Thank you for using MyHeritage.
Kind regards,
MyHeritage team
I have moved to France, I had no idea I was on an automatic renewal. I have not used the service, nor can I because the Web site is in French which I do not speak or understand. I tried to call the number they had listed on June 8th 2017 and several days thereafter I finally made contact today June 13th 2017 5 days after notification, and the wanted to charge me $125.00 ($25.00 a day for service I have not used now or for many months. I did not know I was on auto renew, and when I asked the phone person on the contact to send me the contract I sign for this service he did not response to my request. I keep e-mail of my subscriptions, yet I do not have one Heritage

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5:07 am EDT

MyHeritage your billing

My name is Carol Hampton {[protected]@gmail.com} over a year ago I had a complaint and told you that I did not want to be part of My Heritage as I do not have the money. This was agreed to by yourselves and not have been charged for the year?

No one contacted me and its been over a year that I stopped using My Heritage due to the costs.

Please make sure I am reimbursed or I will go public with this

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12:44 am EDT
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MyHeritage hi. we have not received any results on our 2 dna kits. our kit codes are ritva ruohonen kit mh5hck72 and esa mantila kit code mhb3j8t4

No results sent to us on our dna kits sent to you months ago.kit codes MHB3J8T4 esa mantila and kit code MH5HCK72 .w sent ou a complaint month ago .no reply.What is the problem. Your answer to my e-mail. [protected]@gmail.com. And to e-mail [protected]@gmail.com.Thank you
We have paid for the dna kit studies.Unless you provide us with dna study results.we want our money back.

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1:18 pm EDT
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MyHeritage my heritage call service

A few weeks ago I started a family tree and by mistake I created another family tree under the same email address. and I also paid your annual fee of $89 I do believe, I have been trying for two weeks to contact someone to help me Rectify this problem they're either close or at lunch a few times I did leave a voicemail and nobody return my phone call. I would appreciate it if someone were to call me so I can fix this problem because I'm really sick and tired of trying to get a hold of your company I'm actually thinking about reporting you to the BBB of Utah.

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9:16 am EDT
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MyHeritage they lost my dna sample and won't refund my money!

I strongly advise everyone thinking about using My Heritage to reconsider. I sent in my DNA samples, after paying $91, with shipping. At 7 weeks, after I sent it back, I emailed to see where my results were. After receiving no reply, I emailed again. No one returned my email until the 8 week mark when they informed me that they were sending me another DNA test kit, at "no additional charge." THEY LOST MY DNA!" At this point, 11 weeks after I initially emailed them, no one has returned my message to explain where my sample is or to attempt to return my money. This is a scam to steal your hard earned money. Who knows where my DNA sample could end up! I will be contacting my attorney first thing Monday morning!

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Michele Fowler
, US
Jul 30, 2023 10:11 am EDT
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I have had two DNA kits sent to me and both have never been received, they have offered me a third kit but will this result in another lost cause. The rest of my family have received theirs, even though you wouldn't believe they were even related, one is Anglo Saxon, and another doesn't have a drop of British blood in his veins.

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Nigel Mills
, US
Oct 01, 2017 1:48 pm EDT

...seriously flawed, tried calling them to check if they have received my kit...45mins ON HOLD & I gave up! oh I was the NEXT in line! they wanted me to leave voice message...I wanted to talk directly to a human... I think I have paid for 2 DNA tests for nothing...showing 3 weeks & not received mine...

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8:23 am EDT

MyHeritage mh deleted my (paid subscriber) family tree without my permission!

Back in January I simply asked how I could manage duplicates I was finding on MH on-line tree. Tech asked me to download and use their Family Tree Builder (big mistake). I ended up down a rabbit hole, where Tech synced my on-line WEB tree with Family Tree Builder to create a GEDCOM tree. Then I had two trees under 'Manage Trees' my original WEB tree and this newly synced GEDCOM tree. I selected the newly synced GEDCOM version as the default and began poking around, only to learn that it did not sync properly, absolutely inaccurate, fields are incorrect, hundreds of photos lost their tags and profile cards lost their linked photographs. I went back to 'Manage Trees' so that I could select my Web tree as my default again and it was GONE! Tech deleted it without my permission. I'm a paid subscriber, I'm allowed to have many trees under 'Manage Trees.' It was NOT tech's decision to make! I want my WEB tree back, restored to where it was before they 'synced' it and I have been asking tech to do this for nearly two weeks. MH deleted my tree without my permission and now they can't seem to restore it. What are my options? I am absolutely sick about this and can't believe this could happen. The ticket number is: #[protected].

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MyHeritage Customer Reviews Overview

MyHeritage is a genealogy platform that offers users the ability to create family trees, search through historical records, and discover their ethnic origins through DNA testing. Their services include access to billions of historical documents, such as census records and birth certificates, which can assist in building a detailed family history. Additionally, MyHeritage provides tools for photo enhancement and colorization to bring old family pictures to life. The platform is designed for individuals looking to explore their ancestry and connect with relatives.

MyHeritage In-depth Review

Overview of MyHeritage: MyHeritage is a comprehensive genealogy platform that allows users to explore their family history and connect with relatives around the world. With its vast database and advanced research tools, it offers a seamless experience for both beginners and experienced genealogists.

User Interface and Navigation: MyHeritage boasts a user-friendly interface that is easy to navigate, making it simple for users to explore their family tree and access various features. The intuitive design ensures a smooth and enjoyable user experience, even for those who are new to genealogy.

Genealogy Research Tools: MyHeritage provides a wide range of powerful research tools to help users uncover their family history. From smart matches and record matches to instant discoveries, these tools make it effortless to expand your family tree and discover new ancestors.

Database and Record Collections: MyHeritage boasts an extensive database with billions of historical records, making it a treasure trove for genealogical research. The platform continuously adds new records, ensuring that users have access to the most up-to-date and relevant information.

DNA Testing Services: MyHeritage offers DNA testing services that provide users with valuable insights into their ethnic origins and potential relatives. The accuracy of the results, combined with the platform's vast user base, makes it an excellent tool for connecting with long-lost family members.

Customer Support and Resources: MyHeritage excels in providing top-notch customer support and resources. Their knowledgeable support team is readily available to assist users with any queries or issues they may encounter. Additionally, the platform offers a comprehensive knowledge base and community forums to help users make the most of their genealogy journey.

Pricing and Subscription Options: MyHeritage offers flexible pricing and subscription options to cater to the diverse needs of its users. Whether you're looking for a short-term subscription or a long-term commitment, there is a plan that suits your requirements and budget.

Privacy and Security Measures: MyHeritage takes privacy and security seriously, implementing robust measures to protect user data. With strict privacy policies and secure data encryption, users can trust that their personal information and family history are safe and secure.

Mobile App Experience: MyHeritage's mobile app provides a seamless experience, allowing users to access their family tree and research tools on the go. The app is well-designed and user-friendly, making it convenient for users to continue their genealogy journey anytime, anywhere.

Overall User Satisfaction and Reviews: MyHeritage has garnered widespread praise from users worldwide. With its comprehensive features, extensive database, and excellent customer support, it has become a go-to platform for genealogy enthusiasts. Users appreciate the platform's user-friendly interface, powerful research tools, and accurate DNA testing services, making it a highly recommended choice for anyone interested in exploring their family history.

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.

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