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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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P
11:50 am EDT

MyHeritage Taken money without notification when on month trial

Hi wanted a month free on my heritage so added all my information about 10 days after this they took £78.99 from my bank without notification emailed and phoned was told they were going to refund but still haven't recieved they are a deceitful company asked for the phone number as I could contact billing myself told there wasn't one I find this ridiculous quick enough to take money when u ask for it back they tell u what u want to hear they can't even explain why money was taken in first place I'm the only one contacting them after doing so they send an email with a ticket number and then I'm forgotten about never came across such a terrible company and there meant to be so helpful they are not I have all the emails with ticket numbers plus proof I've sent what they asked for which was proof from bank showing money taken

Desired outcome: Refund

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3:36 pm EDT

MyHeritage Don’t know, never heard of them

On 8/12/21 $299.00 was taken from my account without my knowledge or consent. This is a large amount of money for someone living on social security. I need that money desperately. Please, how do I get my money back? I don't even know how they got into my account. I have never purchased anything from them. Is there any hope at all? I have been succinct and to the point but now am rambling because I was told my complaint was too short!
Linda Jacobson
125 Horse Creek Trail
Middlesex, NC 27557
USA

Desired outcome: Return of $299.00

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10:10 pm EST

MyHeritage recurring financial charge

I was contacted by this business last year and I agreed to make one, single payment, but I did not agree to a recurring annual financial charge and I would like to have this recurring charge discontinued, permanently, please.

Desired outcome: discontinue any recurring financial charge

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12:08 pm EDT

MyHeritage Premium one-year subscription (family website and family tree )

I maintained a premium subscription with MyHeritage from at least [protected], then reverted to a basic (unpaid) membership on completion of my genealogical research. In June 2021, I renewed my premium ("complete") subscription and found to my dismay that my family site was dysfunctional in that it prevents me from exercising my right, as the site manager, to add, edit and remove site content. Specifically, I have been unable to:
1. Edit the 9 existing "news articles" and their multiple attachments that I had written and posted on my family site from [protected], to describe and document my research, or to create new articles, even though these options remain displayed on the site.
2. Add descriptive text to the photo albums I had created on my family site (also a displayed option)..
3. Rearrange photos in a logical order on the site.
I repeatedly contacted MyHeritage Support, to no avail. None of the site functionally issues that I first reported over a month ago have been resolved. The so-called "support" staff is useless … inattentive to substance, totally incompetent technically, unresponsive, and customer-averse. The only "advice" I was offered was to clear my browser cache. All that did was wipe out all my saved online account passwords; nothing else changed. Then I was told that the "news articles" that I had written and posted on my family site to highlight and summarize significant aspects of my family's history and the methodologies I employed in conducting and then documenting my genealogical research could not be edited nor could I create new articles because the "feature has been discontinued." Most recently, I was told that all my articles would be "removed" from my family site! Excuse me?! I paid for the privilege of posting these articles on my family site for the benefit of my children and grandchildren, so that they would be cognizant of their heritage and family history! And MyHeritage not only denies me the right to add new articles but even to edit the existing ones and now threatens me with removal of the latter against my obvious will!?. I paid a huge premium for renewing my so-called "complete" subscription and when I did, I expected my family site to be fully functional as I had left it. I was given no notice before I renewed that this would not be the case. For that very reason, I then asked for the name and e-mail address of a MyHeritage senior executive so that I could submit a formal complaint before consulting with my attorney concerning my legal options in order to protect my rights as manager of my family site, on which I had relied in good faith when renewing my premium subscription in June 2021. I have not received as much as an acknowledgment of my request. All other issues I reported remain unresolved."

Desired outcome: (1) Prevent this company from removing precious family historical and genealogical informatiPrevent infringement on my contractual right as family site manager to add, edit and remove site content.aid for with my premium subscription.

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8:26 pm EDT

MyHeritage Functionality of Family Website

I maintained a premium subscription with MyHeritage from at least [protected], then reverted to a basic (unpaid) membership on completion of my genealogical research. In June 2021, , I renewed my premium ("complete") subscription and found to my dismay that my family site was dysfunctional in that it prevents me from exercising my right, as the suite manager, to add, edit and remove site content. Specifically, I have been unable to:
1. Edit the 9 existing "news articles" and their multiple attachments that I had written and posted on my family site from [protected], to describe and document my research, or to create new articles, even though these options remain displayed on the site.
2. Add descriptive text to the the photo albums I had created on my family site (also a displayed option)..
3. Rearrange photos in a logical order on the site.
I repeatedly contacted MyHeritrage Support, to no avail. I then asked for the name and e-mail of a senior executive; without receiving a response.

Desired outcome: I want family site @MyHeritage. com restored to full functionality so that I can edit and add content, as is my right as the site manager.

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10:06 am EDT

MyHeritage Payment taken without notification

I had a subscription with My Heritage for 1 year ( account ID [protected]), I believed I had stopped the renewal. I did NOT receive any pre warning emails that the renewal date was approaching, I did not receive an email to say a payment was going to be taken and I DEFINITELY did not expect £166.80 to the taken from my account on 17th August 2021.
I think this method of billing is immoral. Everyone should be told in advance that a company is about to remove money from your account, it gives you time to plan what it is you wish to do. I feel you do this so people don't cancel and you can rip them off.
Then you charge separately for data! Now asking for more money so I can see records - even after taking an extortionate amount of money from me when I hardly need to use the system as I have already built my site as far as I need.

Desired outcome: refund and cancel

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C
12:52 am EDT

MyHeritage I've been ripped of and want my money back

Wat do u think u are doing taking g money out of my acount with no authority

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C
8:41 pm EDT

MyHeritage Unknown product

July 28 2021
Your charges for $322.92 on 7/23/2021 ref# 7697 was not approved by me. I do not know what product you are selling that cost $322.92 So if I do not what I am paying for. PLEASES A refund also how you got this card number
THANK YOU
As shown there is no address or product name. So I cannot give you the info that you ask for. I tried www.blsmyheritage.com it said I was not a member
REPETE HELP

Desired outcome: NO CHARGES

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Isabelle MyHeritage Team
, US
Aug 04, 2021 6:58 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Hi Carl,

I would be happy to look into the charge and assist you with an explanation and refund, but to do this I will need to locate your account. Please contact me via email at isabelle.vipsupport@myheritage.com with a link to your review. From there we would be glad to assist.

Regards,
Isabelle MyHeritage Team

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A
9:57 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

MyHeritage Unethical Behaviour

This website charges a pretty penny for a subscription. They billed me when I didn't expect it. I only wanted to do a trial and forgot about cancelling before being charged.

I accepted my fate, as it was my fault in the end, I should have paid attention.

What is unethical is that they DELAY the information coming to the subscriber, only releasing a certain amount at a time, forcing the subscriber to pay more money in the future to gather the rest of the information as it slows down their research.

Extremely unethical, and I want my money back.

Desired outcome: Refund

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10:38 am EDT
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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
MyHeritage has left an official reply on this complaint.

MyHeritage £194.99 taken out of my account.

Emails for refunds go unanswered. £194.99 taken from my bank account now leaving me in financial hardship.
I paid for a year subscription and then cancelled it before the next year was due. But they have taken another year subscription out again and the cost is more than the previous year.
I need this money to live on after losing my job recently.

Desired outcome: Refund immediately

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Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

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K
12:57 pm EDT

MyHeritage My account

I have been unable to contact My Heritage to cancel my subscription which is due for renewal on the 13th. I now find that I have had the monies deducted from my bank to the tune of £166 two days early and on a Sunday to exacerbate the situation as there is no one to answer the phone. I am left deeply frustrated and wondering if the Sunday withdrawal is a direct ploy. It leaves me in some financial difficulty which, with the pandemic I could well do without.

Desired outcome: I want my account cancelled and the monies repayed in full

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Isabelle MyHeritage Team
, US
Jul 13, 2021 3:41 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Hi Kevin,

We are truly sorry to hear this and I would like to personally assist you with a refund as quickly as possible. Please email me at isabelle.vipsupport@myheritage.com from your registered email, and include a link to your review.

I look forward to hearing from you.

Regards,
Isabelle MyHeritage Team

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K
3:05 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

MyHeritage Unauthorised debit

On the 30 June 2021, My Heritage made an unauthorised debit to my account for a 12 month subscription. I never received any kind of notification that my subscription was coming to an end just a debit to my account of almost $130.00 more than I paid for the previous years subscription! I would have appreciated being given the opportunity to choose whether not not I wished to renew my subscription. If I had been asked whether I wanted to renew my subscription I may have said yes but there is no way I will deal with My Heritage again. I want a refund of my money but my have emails to My Heritage go unanswered. - Kerrie

Desired outcome: REFUND

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Isabelle MyHeritage Team
, US
Jul 05, 2021 4:33 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Hello Kerrie,

I am sorry to hear you were unexpectedly charged.

Please be advised that MyHeritage informs all of any charge and its price on the automatic e-mail that is sent out after you enroll in a subscription or free trial. Also, one may view the status or cancel an annual subscription at any time when logging in to MyHeritage from the My Purchases page and incur no annual charge.

Your experience is very important to us and we value the satisfaction of all of our members. This is why our terms and conditions read that 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.

I would be more than happy to assist you personally with issuing you a full refund. In order to do so, I’m going to need to locate your account.

Please send me a message from your registered e-mail address at isabelle.vipsupport@myheritage.com so I may assist you with this as soon as possible. Please include a link to your review.

Kind regards,
Isabelle,
MyHeritage Team.

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G
5:50 am EDT

MyHeritage Customer service

I have been billed today after a free trial, i have been in hospital after an attempt to take my own life and didn't cancel in time. I have cancelled my subscription and requested support on refunding the amount taken. I have tried to contact through the website, sent mutiple emails, and have just tried to call them only to be held in a cue for over half an hour in position 1, then hung up on. I cannot afford to lose this amount of money. My free trial ended today and i have tried to contact them within an hour of noticing the charge. I'm struggling at the moment. Please help me.
Grant balcombe. [protected]

Desired outcome: Refund of subscription cost and call time, and an apology for hanging up my call

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Isabelle MyHeritage Team
, US
Jul 03, 2021 7:15 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Hi Grant,

Thank you for reaching out, we are truly sorry to hear this.

I see from your account that you started the 14 day Free Trial of our annual Complete plan on June 19 2021. We sent a confirmation email with all the details to your registered email address at MyHeritage, and as you did not cancel the Free Trial before the expiry date, you were automatically charged.

But we are a refund-friendly company and the refund has been issued and may take up to 3-5 business days to appear in your account. An additional email has been sent to your registered email address with the credit note attached.

Our apologies for the inconvenience caused to you. If there is anything else we can help you with, you are welcome to contact me personally at isabelle.vipsupport@myheritage.com from your registered email address and include a link to your review.

Kind regards,
Isabelle MyHeritage Team

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L
12:23 pm EDT

MyHeritage Huge automatic bank withdrawal amount

I paid nearly 200 dollars for a wife's DNA test and color enhancing photo feature, out of nowhere my bank was billed for 299 dollars, a huge amount for essentially nothing. Annual renewal? There was no notification this would be billed, and it was a long time ago I started with them. The company has no phone number that works from my cell phone, they say only a landline phone number will work... This is a scam for money!

Desired outcome: Refund from the 6/29 bill

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7:25 am EDT

MyHeritage No es posible contactar con ustedes por telefono

Estoy tratando de contactar con ustedes porque han renovado la subscripción automáticamente sin mi consentimiento y no tengo forma de que lo anulen y me reembolsen el dinero.

He llamado al número de teléfono indicado y después de 30 minutos esperando, se ha cortado la comunicación.

También he abierto una incidencia en la página webs y no se han puesto aún en contacto conmigo

Desired outcome: Reembolso y anulación de subcripción

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5:23 am EDT

MyHeritage complete subscription on wrong web site

Hello, on April 6, 2021 I asked for help concerning my Complete Subscription on the wrong Web Site. On April 13, 2021 I received the following support ticket #[protected] that I answered indicating the problem. On April 16, 2021 I received the response to my email where I was told being forwarded to the relevant department. On May 25, 2021 the MH Billing Department wrote to be able to move the subscription to the correct Web Site asking to confirm the correct Web Site which I confirmed immediately offering, in the meantime, one month of free access. Since then never heard again of MH Billing department. Did send another three emails asking for support in this case - no reply. Last sent email was on June 21, 2021 - no reply.

Desired outcome: Moving my Complete Subscription as promised to the Web Site I use and confirmed

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5:11 pm EDT

MyHeritage Unauthorised cancellation of shipped DNA kit by MyHeritage / Unethical behaviour of customer support staff

I am hoping this will be resolved, otherwise I will have no second chance to correct huge problem caused by MyHeritage.

On 25 June 2021 I was billed 175 dollars automatically by MyHeritage for service that I have never subscribed for. This service was provided "complimentary" to me after ordering two DNA kits for my parents.

Immediately after noticing deduction from my bank account I called MyHeritage support for clarification and cancellation of this deduction. Customer support person cancelled my subscription, however in error cancelled DNA kits from my parents as well. Their DNA kits are in the mail on the way to Houston.

After contacting support again to rectify this error I was told that DNA kits (for which I provided serial numbers and names of testees) cannot be re-entered into the system due to "administrative glitch". MyHeritage offered to send me the new kits.

In the meanwhile my parents died, and I have no option to re-take their DNA's any more. Perfectly good kits containing my parents DNA in vials are on the way to Houston for analysis and deleting those kits in electronic system didn't destroyed the vials that are in the mailing system. These vials can still be re-linked with my account, charged if needed again (as money in this situation is not a subject) and processed as normal.

I feel that refusal to help me after rejecting to buy MyHeritage subscription is form of retaliation, it is unfair, unethical and illegal form of extortion and I expect MyHeritage to make a little step to help a lot in this instance.

I am very bitter after learning this and ready to take legal action against MyHeritage for this unprecedented extortion and blackmailing attempt.

Ned, New Zealand

MyHeritage DNA kit (Ref#429868)

Desired outcome: Relink MyHeritage DNA kit (Ref#429868) to existing users

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6:54 am EDT

MyHeritage Subscription with a surprise VAT!!

I recently renewed my "Complete" MyHeritage account.
The advertised price on the website was $74.75 as I had received a special deal.
I entered my creditcard details and it was accepted.
When I received my emailed receipt - I was charged as You were charged "$74.75 + $12.71 VAT"
There was NO FOREWARNING that I was to be charged a VAT of $12.71.
This is the 2nd time that MyHeritage has behaved unethically - helping themselves to my creditcard.
The first was several months ago when they scooped in a took $300 with no warning - a subscription renewal. I noticed this time that their clients are FORCED to accept the fact that renewal is automatic. It took me a month to get reimbursed and only after I spent an hour on the phone and spoke with at least a half dozen people.

Now - I took their offer and they screwed me again: stealing $12.71 that was not advertised in advance.

This is unethical to take money without giving prior notice.
They are guilty on two charges now.

I think that these people should rethink their ethical commitments to their clients and be honest and up front about their business practices.

Dan

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7:08 am EDT

MyHeritage unauthorised credit card action

I have received an invoice from you #[protected] dated 21 June 2021 complete plan for My Heritage in the sum of £ 226 .80 inc. vat.
I did not request this, I did not order this, I did not give you my credit card information, I did not give you authority to use the information on my credit card. I have used My Heritage a long time but have no need to use it again

Desired outcome: Refund for the money you have taken from my credit card account, I have informed by Cred Card regarding this.

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11:24 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

MyHeritage DNA testing kit never received

On March 20, 2021, I was billed $111.19 (USD) for a DNA test kit, analysis, and report. After waiting 2 months, I called the Australia service number for MyHeritage.com . Their service representative confirmed they had my correct address and promised to send me a replacement kit. Their website shows that this replacement kit shipped around May 20. After yet another two months, this kit has not arrived as of June 21, 2021.

My Account # with them is: [protected].

My name is: Randall G. Gibson email: [protected]@aol.com

I can provide a scan of my American Express billing statement which lists this $111.19 charge.

I would like a full refund

Desired outcome: Full refund please

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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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