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3.1 495 Reviews

MyHeritage Complaints Summary

256 Resolved
235 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 495

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6:10 am EST
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MyHeritage Inability to access my account

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!

Desired outcome: Either fix this issue within the next week or refund me for the two years subscription that I've just paid for.

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5:31 pm EST
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MyHeritage MyHeritage and Reimagine

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

Desired outcome: I want to be able to continue using both sites

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8:17 am EST
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MyHeritage Refund refusal

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.

Claimed loss: £114.00

Desired outcome: I would like an apology and a full refund.

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MyHeritage Scam

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

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4:44 am EST
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MyHeritage They're scammers - they make it as difficult as possible to get your money back

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.

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Refund Policy "If you are not satisfied, you can get a refund within 30 days"

Message them on twitter, I did that They refunded immediately.

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3:15 pm EST
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MyHeritage - Annual data subscription of £79 taken from me even though the website wasn't useful for me

I started the trial as I wanted to find my birth records, and I never found it! So this website is useless to me. They took £79 from my bank even though I thought I had cancelled the trial on the 4th of Jan, weeks before it ended. Check your records, because I have an email confirming this. I requested a refund on their website, and their joke of customer...

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MyHeritage subscription charges

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.

Claimed loss: $200.34

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5:13 am EST
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MyHeritage My heritage dna kit delivery

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

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1:40 am EST
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MyHeritage A holiday deal for around 40 dollars turns out to be a wcam

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

Claimed loss: Time, emotional distress,and 40 plus dollars

Desired outcome: They need a class action lawsuit against themLook at all the complaints!

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5:50 am EST
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MyHeritage Access to myheritage.fr

On the night of December 27, I issued a strange behavior of myheritage interface and at about 1 am, the interface logged me out. Since, I can’t access myheritage. fr. I have the following message : Acces denied Error 16 (see screenshot)

I tried an other browser but the same occurred. I try a VPN to connect in my own country (France), it sent me a mail with a code in it. I entered it, but it told me a message that apparently I am banned.

I don’t understand why. I use a lot my heritage because I have a huge family tree to construct and I did not share my account. You can see it with my actions log.

Claimed loss: I lost all the data I had collected on my family since December 6 (more than 5000 people in my family tree) and dozens of hours of research.

Desired outcome: I want my access back.

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Update by Sébastien Martin
Dec 29, 2023 6:24 am EST

To complete, I sent an email to security-support@myheritage.com as indicated. I received a standard email sent by a robot asking me to wait 24 hours... with no result.

I sent a second email after 24 hours with a new screenshot still showing error 16. I have received no response until now. I paid for full access for 1 year at €159. It is unacceptable.

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MyHeritage Prélèvement abusif

bonjour, même problème que beaucoup de monde ici. J'ai été prélevé de 135€ pour un an d'abonnement après la période d'essai de 14 jours. Mais je n'ai reçu aucun rappel, aucun mail pour m'indiquer tout cela. C'est totalement abusif, en ces périodes difficiles je trouve cela vraiment incorrect vos à vis des gens. Dans la charte il est stipulé qu'un remboursement est possible dans les 30 jours suivant l'abonnement alors j'aimerai bien que cela soit fait. Sinon les cadeaux seront chez les voisins cette année. Merci de bien vouloir régler ce problème.

Desired outcome: Remboursement

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10:32 am EST
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MyHeritage They blocked my account

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.

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2:20 pm EST
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MyHeritage Unauthorized credit card charges

My card was charged $317.69 for a yearly renewal to November 2024. I did not receive the prior notice from MyHeritage that the account would be charged. I tried stopping it when is saw it was pending on November 22, 2023 by calling leaving messages, writing e-mails through the support website, and finally directly emailing today. I have not authorized this charge and I expect a refund immediately. Otherwise, I will open a dispute with AMEX about this handling of my account and charges.

Claimed loss: $317.69

Desired outcome: REFUND of $317.69

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11:40 am EST
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MyHeritage - DNA / health check

On 6 October 2023 I placed an order for a DNA kit, it was received and returned swiftly. On Saturday 4 November 2023 I received an email asking if I wanted to purchase a health check, which I did, both payments were through PayPal. On Friday 10 November, I received an email advising me that my health check results were ready. I logged on and whilst I wa...

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8:26 pm EST
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MyHeritage Wrong ethnicities and poor customer service

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!

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MyHeritage Genealogy software

Have complete subscription which includes PRIORITY SUPPORT...
Complaints
11/6/2023 and ongoing
app lost data to include my Deep Story
denied authorization into my own information
throttled my ability to work in My Photos
app disrespected grammatical directions in biography
Opened tickets 11/7.8.9 with no response
Called 11/10 and s/w "Rosie" in Customer Service and repeated all issues and asked to be escalated.
11/15 still no response
Called 11/15 and s/w "Emily" and repeated all issues and reported a new one that My Book was processing forever and then it errored out - minimal data requested - tried a smaller data retrieval and still processing over 30 minutes
Requested to be escalated again - was told Tech would get to it when they could -
This software appears to be very unstable and the lack of support is unbelievable!

Claimed loss: Months of work have been put into this app to be able to produce genealogy books and charts and videos. Time is money - all I request is SERVICE

Desired outcome: I would like priority technical support with resolutions now.

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MyHeritage "My heritage" - subscription

The website "My heritage" via paypal billed my visa account for a renewal on Nov 5th 2023 for $435.68 which I did not authorize or approve of. I did not want to renew my membership as I am not using it.

Re: customer account # [protected]

I have contacted their customer service # 1.833.907.1800 to request a cancellation of the service and full refund .

As yet ... No answer from :

" my heritage" ?

Anthony Moniz

Email:[protected]@duck.com

Ph 604.441.7315

Desired outcome: Cancellation and full refund

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Craig L Vann
, US
Nov 15, 2023 8:13 pm EST
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Delete them , delete your profile. I'm about to do the same thing. What's with all these phillipino women at the call center dictating to me over the phone what my ethnicities are. This property is under poor management just like ancestry is . They're no good

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12:13 pm EDT
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MyHeritage My Heritage took my money

$191 has been taken from my bank via PayPal.

I didn’t have a subscription with My Heritage.

In fact I found an email

Dear Peter,‎

We would like to bring to your attention that the automatic recurring payment for your Complete Plan has been stopped. This means your current subscription ends on October 19, 2024, and at that time you will be given the option to extend the subscription manually.

If you would like to extend your subscription, click here.

Next they send me a record of my supposed searches.

They are of someone that I have no idea who they are.

I have now had $10 extra removed from my bank for insufficient funds due to this fraudulent company.

Be warned people.

Claimed loss: $191 + $10

Desired outcome: Refund of $201

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Craig L Vann
, US
Nov 15, 2023 8:14 pm EST
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I am about to delete my account with them. Their call center and operators are nasty as hell. My heritage , like ancestry and ftdna are all rip offs .

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MyHeritage £114 taken from account despite problems with cancelling

I did pay for a DNA test with one month's free trial. I tried to cancel the annual subscription well before the free trial ended but I found this impossible to do as according to your records I did not have a subscription. I contacted myheritage twice and informed them I did not want to proceed with the annual subscription and as I was having difficulty cancelling any future payments, but the money was taken anyway.

Since then most emails have been ignored with the exception of Dafna who offered me a full refund, however this has failed to arrive. The stress Myheritage causes to people worldwide by taking money without approval and the lack of customer service is unacceptable. The financial problems you have caused me by the lack of a simple response has caused me anxiety. You are a company that makes money from people's misery, I don't know how you can sleep at night.

Claimed loss: £114

Desired outcome: Full refund

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Craig L Vann
, US
Nov 15, 2023 8:16 pm EST
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Delete your account with my heritage. You're better off. I hope my heritage. Ancestry and ftdna all get sued and their businesses tank and go under just like 23andme is currently being sued . My heritage is a [censored] site. Trust me

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MyHeritage Unauthorised payment of £114 taken from account

Hi. I bought a DNA kit as a gift from MyHeritage on September 17th. A month later on October 18th they have taken £114 for a subscription I don’t need it , don’t want it and didn’t agree to it. I am unemployed on benefits. I cannot afford this. It is nearly 2 week’s of my benefit payment. I will mot be able to eat or pay my bills. I am devastated. I have tried to contact Customer Services but just hit a dead end. As of it doesn’t really exist. This is unethical

Desired outcome: Refund of £114

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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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Use this comments board to leave complaints and reviews about MyHeritage. Discuss the issues you have had with MyHeritage and work with their customer service team to find a resolution.