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MyHeritage

MyHeritage

www.myheritage.com
What is your customer experience with MyHeritage?

MyHeritage Overview

The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.

  • MyHeritage has 1.9 star rating based on 338 customer reviews. Consumers are mostly dissatisfied.

  • 6% of users would likely recommend MyHeritage to a friend or colleague.

  • Rating Distribution
  • Pros: Ancestry information, Plenty of information, Familiengeschichte ist spannend.
    Cons: Scam behaviour, Anti-customer attitude, Customer support.

View full overview ›

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Is MyHeritage Legit?

Trust Score is
100 / 100

Our analysis shows that MyHeritage is legit, safe for consumers to access and is not a scam. www.myheritage.com follows necessary security procedures to protect its users. However, since some issues have been reported, it’s always a good idea to do your own checking of MyHeritage reviews to learn more about other consumers' experiences.

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Top MyHeritage Reviews

Positive Review

"Raw DNA data"

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Hi there, I just got my DNA result, but I can't download the raw data; there is no option for that. Can you please help ASAP? Thank you. User's...

Critical Review

"Account access denied since June 25, 2025"

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Today is June 29,2025. I am STILL in the access denied status on My Heritage. I received this status on June 25, 2025. I have sent your team multiple emails...

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Linda A Hlh

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Want to cancel my account and have my money returned please

I'm sorry, but I can't afford it, and I'm sure it's great for some people, but I just want to cancel it. Thanks so much just the same.

Please cancel, if you would; that would be wonderful.

Thanks so much.

Linda Alexander

View full review
Resolved
Leanne C Sov

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Resolved: Refund required

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MyHeritage - Refund required
MyHeritage - Refund required - Image 2
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Updated by user Jun 07, 2025

Company fixed the issue and I have been provided with full refund. Contacted via email.

Be careful. Record all documents of when and what was paid.

Updated by user May 27, 2025

Got a refund on 1 of the services. Still haven’t had the second one resolved.

Got in touch with PayPal and is now in their hands. A frightening and anxious time for me.

Multiple, multiple requests sent.The automated response didn’t answer my queries and the was no spot the write what you actually wanted to ask.Like everything. It needs real humans responding also a phone number where you can talk to a person and get a quick response.Would never do it this way again.

Updated by user May 25, 2025

Nothing as yet. Contacted PayPal for a refund on one of them and had no luck whatsoever in the other one.

Tried calling U.S number but didn’t get to talk to a human. Don’t know what to do. I’m out of pocket near $400.00This is totally wrong. They charged me from the moment I paid to get my kit.

I didn’t give permission for the other amount. Wasn’t even aware it had happened.

Original review May 23, 2025
I was charged wrongly by my heritage. I bought the DNA kits on 18/04/2025 and another on 20/04/2025.

I was then charged $191.40 for each when I hadn't even got them. I received the kits in early May. So I never got to use the free month trial. I rightly request a refund of both $191.40 as I was wrongly charged.

Also, I never bought a subscription. Please get back to me ASAP.
View full review
Loss:
$38280
Cons:
  • Hard to get in touch can not speak to a human

Preferred solution: Full refund

Resolved
Clyde H Kic

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Resolved: REFUND not Issued. Unlawful Transaction.

MyHeritage - REFUND not Issued. Unlawful Transaction.
Updated by user Feb 23, 2025

Company fixed the issue and I have been provided with full refund. Review Posted on You Tube Comments.All Gun`s Blazing ****Messaged My Heritage of Facebook.Refund Approved.

Original review Feb 22, 2025

I was watching Dr. Phil's TV show with My Heritage promotion presentation presenter Yvette Corporon. Convinced by Dr Phil's show as a credited announcer, I purchased My Heritage DNA kit plus a 30-day free trial on the 20th of January. Being a pensioner with an outstanding mortgage, struggling to pay bills in this financial climate, I decided to unsubscribe.

I unsubscribed using the My Heritage online process in My Purchases three days prior to the free 30 day use by date on the 16th of February. During that process of closure, a return message stating a 75% discount was offered to remain in my current status, of which I nearly accepted as a generous offer.

On rejecting that offer, as I am in debt with credit card and home loan repayments, a drop down box appeared asking for additional comments. I stated clearly in that box that I was having financial issues at present but the DNA sample results I sent will be very interesting as it is British Royal Family DNA.

On closure of unsubscribe from Automatic Renewal Annual Fee, I took a screenshot to verify that 'Automatic Renewal of your subscription has been canceled.'

On the 20th Feb, 4 days later, I received a bill/statement from them with a 50% discount of Annual Fee. A$190.40. Not only have My Heritage unlawfully/without my authorization deducted/withdrawn fees from my credit card, they charged me 25% more than the previous offer.

OK... So I logged into MY Heritage Account/Purchases to find out Status is Active. I then went through the procedure again to unsubscribe from Automatic Renewal Annual fees. During that process, they again offered a 60% discount, of which I rejected.

I have sent them now multiple email messages of which they have not responded to. I have now received an auto message stating 'Your Annual Renewal at My Heritage has been stopped.'

Why did I not receive this message in the first initial unsubscribe process? This bill of $190, as explained previously, is causing me financial burden and hardship. The unsatisfactory customer support of My Heritage has caused me much anxiety and stress.

What was supposed to be a fun and happy experience probing into my ancestors with My Heritage has now become a distrustful sour event. Until this issue is resolved, I declare war. For the rest of my life, I will endeavor to write negative reviews on this subject.

To My Heritage Team: This can all be resolved by attending to my refund or offering a better discount than previously proposed in the event I decide to stay active on your site. It will be very disappointing to other members of My Heritage who need my DNA to progress in their family trees as I am a member of The British Royal Family.

I guess when you analyze my DNA results, you will realize and by that time I may well have closed and deleted My Heritage Account. Account Number 200********.

View full review
Loss:
$190
Cons:
  • Poor customer support

Preferred solution: Price reduction

User's recommendation: Unresolved Issue...

Resolved
Tamar k Ztw

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Maple, Ontario

Resolved: Need to speak to real person not computer

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MyHeritage - Need to speak to real person not computer
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MyHeritage - Need to speak to real person not computer - Image 5
Contains 2 confidential files for company representatives
Updated by user Feb 11, 2025

Company fixed the issue and I have been provided with apology.

Original review Jan 12, 2025
Hi, I ordered one DNA kit on November 12th and another on November 27.
Yesterday, I was trying to find out where my kit was (because the site said it was in Canada, not a specific address), which I ordered on November 12. On Eve, MyHeritages virtual assistant cancelled my kit, which was already here, and replaced it with another one.

I need help to activate the kit that was delivered and also cancel the new one that the virtual assistant replaced.
Need to speak to a live person, not a computer, Eve doesnt understand the question.

I don't know where the second one is which I ordered on November 27. They charged me for the subscription 219.22 which I have never used it.
Moving to another country middle of February and I won't be able to collect both of them since I ordered both in November
View full review

User's recommendation: customer support sucks

1 comment
Tamar k Ztw

Hi, I ordered one DNA kit on November 12th and another on November 27. Yesterday, I was trying to find out where my kit was (because the site said it was in Canada, not a specific address), which I ordered on November 12.

On Eve, MyHeritage’s virtual assistant cancelled my kit, which was already here, and replaced it with another one. I need help to activate the kit that was delivered and also cancel the new one that the virtual assistant replaced. Need to speak to a live person, not a computer, Eve doesn’t understand the question.

I don't know where the second one is which I ordered on November 27. Moving to another country middle of February and I won't be able to collect both of them since I ordered both in November

Elizabeth H Vvr

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Lake Isabella, California

A Struggle but Satisfied/ Still a Lack of Trust

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To make it shortA year ago for Sucurity Reason, I was locked out and told to change my password. Problem was I had an old defunct email registered that the link was sent to so it was impossible to change it.

I also asked to cancel my paid subscription for this current year as I had been charged last year and never able to get on. I never asked for any money back but I also had no access to my DNA or free family tree and I would like access to those my DNA which was paid for after all, I tried emailing, and this time called three different numbers including their business center etc to no avail and multiple emails. Not until I got on Pissed Consumer did I receive an email from MH. They were very polite but it took about four emails in all and a lot of hoops to jump through explaining and repeating my problem which was not Rocket Science as I explained to them.

They seemed not to understand my request to change my email. Anyway, I finally said totally frustrated, it seemed to me they were more concerned with games and harassment than security. I then I received a very nice email stating they had cancelled my subscription and no further charges would be made. They sent a link for a new password to my current email address.

My family tree was on immediately and my DNA was put on the next morning. They also took the liberty of giving me a free extra three months of my Complete Subscription. The funny thing is the year long experience has left a bad taste in my mouth metaphorically and I dont trust the company any more so other than the free basic with my family tree and paid DNA Im scared to do anything else on it and my trust is gone. I still have a queezy feel in my stomach.

I dont need it at my age.

But I want to thank Pissed Consumer for their help. Thank you!

View full review
Johanna D Xrk

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Refund. Urgent Matter

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I sent an email to MyHeritage Support Team requesting a refund two weeks ago, and I still have not heard back from MH Support Team since receiving this email reply below on 23.05.2025:

'Hi,

Thank you for reaching out to us. We've received your support ticket.

Our team is reviewing your inquiry, and we'll get back to you shortly. Please note that it can take up to 7 business days to respond to your inquiry.

Your patience is appreciated.

Best regards,

The MyHeritage Support Team.'

I urgently need my refund of $205.00! I originally signed up for the 14-day trial. I trialed it for less than 30 mins—that was about it. I tried to cancel the trial subscription well before the 14-day trial period, and I thought I had been successful in doing so—but much to my horror/shock, I was charged $205.00, and I discovered my trial subscription hadn't been canceled! I have tried to cancel the subscription since, but I haven't been successful. I will attempt to cancel one more time! I don't want or need a MyHeritage membership!

Please email me urgently so we can resolve the matter of my refund.

View full review
Loss:
$205
Cons:
  • Hopeless communication with help and support the help and support message service is absolutely frustrating limited communication options

Preferred solution: Full refund

User's recommendation: Not user friendly when it comes to contacting MyHeritage!

Resolved
Balazs K Rqc

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Resolved: Order problem

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order number: 316616****

I wanted to buy 7 tests but i only could buy 6 at a time. I bought 6.

I wanted to order the 7th one but than the system wanted to charge me shipping costs which should be free at an order over 2 products.

Please put the 7th test into my order and send me a payment link of one test without the shipping costs. Thank you for your help.

Yours faithfully,

Balazs Kocsis

View full review
Loss:
$9
Pros:
  • I want that i guess
Cons:
  • No live chat

Preferred solution: Deliver product or service ordered

User's recommendation: give us a live chat bro

Resolved
Daniel C Ezj

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Resolved: Thanking you

Updated by user Jun 12, 2025

Company fixed the issue and I have been provided with other. They got in touch with me with an email, because I got in touch with you.

There was no way to have any communication with them unless you had the premium application paid.

if you don’t pay for a premium application, it will be very difficult to get in touch with them in whatever manner you would like to. There is no way to get information, to ask questions, they only have the digital help, that does not help.

Original review May 28, 2025

I wrote a review a day ago, and first of all, thank you for your email. Yes, thanks to you, I have received an answer from MyHeritage today regarding my issue.

It is still not a successful resolution story yet, but I hope we'll get there soon, and that is thanks to you! I will be in touch and, of course, will share my story!

I just did not find an email for your company, so I hope you get this message.

My best regards,

Daniel

View full review
Pros:
  • I had fast answers
Cons:
  • Only through your help i could get in touch with them

Preferred solution: Deliver product or service ordered

User's recommendation: If you’re not a premium subscriber it will be very difficult to get in touch with MyHeritage

Rachelle Gfj

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Dubendorf, Zurich

MyHeritage just stole my money

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MyHeritage just took 193 CHF from card, I didnt want to have any subscriptions, nothing. I would like that u call me or send me email where I can talk with Myheritage Support.

Since when subscription gonna be continued without asking a client about this?

Since when u taking money for subscriptions when I didnt paid it with my Face ID ? I would like that u give me my money back, bc I wasnt needed any prime subscriptions or whatever.

View full review
Tessica Tpn

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Moncton, New Brunswick

Fed up with humanless companies

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Unable to login and the reset password doesn't work. Try a multitude of ways to login or reset password and nothing works.

The help section offers no help.

When I finally found their phone number they run you through multiple choices then just tell you to login to the website to get help. There are no humans at this company, I regret ever dealing with them.

View full review

User's recommendation: Stay Away

Resolved
Darryn W Gmx

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Brisbane, Queensland

Resolved: MyHeritage DNA upload freeze

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Frustrating with not being able to speak with anyone but via AI chat which did not help whatsoever.

Not being able to locate contactable phone number to speak with anyone is simply frustrating.

View full review
Kasheena Izw

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Milan, Milan

Email account not correct

MyHeritage - Email account not correct
Contains 1 confidential file for company representatives

Good morning,

I am Farah baklouti, I ordered a my Heritage kit but while creating my account I did a mistake writing my email.

I already send you more the one message from the my heritage assistance tool but I had no answer.

This is my order number :

315374****

My address: Via Golfo degli aranci 16, Milan 20128 Italy.

This is my correct email address: Farah.bak91@***.com

Waiting for your prompt response.

View full review

User's recommendation: Be careful while writing the email address

Resolved
Daniel C Ezj

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Mexico City, Mexico

Resolved: DNA KIT

Updated by user Jun 12, 2025

Company fixed the issue and I have been provided with apology. I couldn’t get in touch with them EVER, unless I would pay for the premium package, so I got in touch with you.

My tip is you! Otherwise there was just NO way to get in touch with them.

Updated by user May 30, 2025

They answered very quickly and in a satisfying way. I have been trying to send you an email to update the information but I get a non reply mail…

Original review May 27, 2025

I cannot get in touch with you to explain that my data is correct! In 2 months, it has been impossible to reach out to you, and I cannot get my results ever since.

Can you please guide me on how to proceed? Thank you.

View full review

User's recommendation: So far… in my experience there is no way how to get in touch with them UNLESS you are a premium subscriber…

Danielle W Zdd

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Refound

MyHeritage - Refound

I cancelled service ages ago and they are still taking out money, and I need the money for food and bills for my twins that are 4 months old for their food.

View full review
Loss:
$266

Preferred solution: Full refund

Danielle W Zdd

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Refund

MyHeritage - Refund

I haven't used this service and I cancelled it ages ago, and it didn't register, and I still took money out that I need to get food and pay bills with.

View full review
Loss:
$266

Preferred solution: Full refund

Noah G Akw

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Refund

MyHeritage - Refund
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Hi,here is the proof of transaction and my pay pal with my id.I would like a refund please i never pay for your subscription i dont know why you keep charging me these fees this is a lot of money.You can call me on my phone it will be very nice.

418-445-****

View full review
Loss:
$250

Preferred solution: Full refund

About

Summary

MyHeritage is an online service allowing people to easily create their family tree. Featured in country’s leading media such as The Wall Street Journal, NBC, Fox News, and The New York Times, MyHeritage is a platform offering millions of people across the United States and abroad to share their heritage with others. Uniting more than 80 000 000 of users, showcasing 2 300 000 000 profiles, MyHeritage is a place to reconnect with lost family members and breath a new life to a family history. At only $149, users can access over 60 DNA reports that help them speed up the search to unite with their relatives faster.

MyHeritage reviews and complaints

MyHeritage is ranked 17 out of 115 in Background and People Search category

Area Served

Worldwide, USA

Payment Methods

VISA

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