MyHeritage Customer Reviews (MyHeritage.com)

• Detailed Analysis of Customer Reviews
• Positive Reviews
• Negative Reviews
• Comparison of Review Sources
• How This Report Helps Customers and Recommendations for Users
• Recommendations for MyHeritage
• Best Alternative Companies

MyHeritage, founded in 2003 by Gilad Japhet, is a leading genealogy platform that empowers users to explore their family history through DNA testing, family tree building, and access to a vast database of historical records. With over 104 million users globally and services in 42 languages, MyHeritage offers a user-friendly interface, AI-driven photo enhancement tools, and DNA tests analyzing ancestry across 2,114 regions. The platform is celebrated for connecting relatives worldwide, particularly for those with European and Middle Eastern ancestry, and boasts a database of 33.3 billion historical records and 7.8 million DNA profiles.

Company Website: MyHeritage.com

Based on aggregated data from multiple review platforms, MyHeritage earns a solid 7.8 out of 10. This score reflects its strengths in user-friendly genealogy tools and international reach, tempered by concerns over subscription practices and customer service responsiveness.

Detailed Analysis of Customer Reviews

Positive Reviews

• Ease of Use and Interface: Customers frequently commend MyHeritage’s clean, intuitive website and mobile app, making it accessible for beginners and seasoned genealogists alike. The family tree builder, enhanced by AI-driven Consistency Checker, simplifies research by suggesting records and spotting errors. One user noted, “The website is clean and intuitive, and it allows for easy record-keeping compared to some other genealogy platforms”.

• Global Reach and DNA Matching: MyHeritage’s strength in connecting users with international relatives, especially in Europe and the Middle East, is a standout feature. A Trustpilot reviewer shared, “I reconnected my Sicilian family in Rodì Milici and the United States after 6 decades! MyHeritage was the key on both sides of the Atlantic!”. The platform’s 7.8 million DNA database and 2,114-region ethnicity estimates are praised for their depth.

• AI Photo Features: The AI-based photo tools, including colorization, restoration, and animation, are a hit. Users enjoy bringing old photos to life, with one stating, “AI videos are a great addition, and I learned everything plus more that was known within our family circles”.

• Customer Support: Many reviews highlight responsive and helpful customer service. A Trustpilot user said, “The representative was very pleasant and knowledgeable, working with me to find a plan that fit my budget”. Quick resolutions, like refunds for accidental purchases, are also noted positively.

Negative Reviews

• Subscription Issues: A recurring complaint involves automatic renewals and unclear subscription terms. Users report unexpected charges, with one stating, “I was charged £309 without notification, despite being on a basic package last year for £149”. Another user described it as a “scam” due to hidden subscriptions after a free trial.

• Customer Service Challenges: Some users face delays or difficulties reaching support. A BBB complaint noted, “You cannot call this business; their listed numbers are dead-ended to an automated system”. Others mentioned slow email responses or unhelpful chatbot interactions.

• DNA Accuracy Concerns: While many are satisfied, some users question the accuracy of ethnicity estimates, particularly for non-European heritages. A reviewer remarked, “My DNA analysis was not correct; I know I have 1/8 Native American heritage, and that was not indicated”.

• Upselling Pressure: Frequent promotional emails and pop-ups pushing premium plans frustrate users. One review stated, “Users may feel overwhelming pressure to upgrade, which detracts from the experience”.

Comparison of Review Sources

• Trustpilot (4.0/5, 65,285 reviews): Reflects a strong positive sentiment, with 65% of reviews rating 4-5 stars. Users highlight successful family reconnections and responsive support, though subscription complaints are common.

• Sitejabber (4.3/5, 4,630 reviews): Slightly higher rating, emphasizing ease of use and DNA features. Limited records for certain countries (e.g., Spain, France) are a noted drawback.

• BBB (Mixed, No Overall Rating): Focuses on complaints, with issues like non-refunded auto-renewals and poor phone support. However, some disputes were resolved satisfactorily.

• ProductReview.com.au (1.2/5, 256 reviews): Significantly lower rating, driven by Australian users’ frustration with unauthorized charges and poor refund processes. This suggests regional variations in experience.

• PissedConsumer (1.9/5, 482 reviews): Highly negative, with only 4% recommending MyHeritage. Complaints focus on “scam behavior” and customer support issues, though some acknowledge useful ancestry data.

• Reviews.io (3.0/5, 4 reviews): Limited sample size but mixed feedback, balancing good customer service with subscription grievances.

Trustpilot and Sitejabber provide the most robust data, reflecting broad user satisfaction, while ProductReview and PissedConsumer highlight more critical perspectives, possibly skewed by users motivated to report negative experiences. BBB complaints, though fewer, align with subscription and support issues seen elsewhere.

How This Report Helps Customers and Recommendations for Users

This analysis offers a balanced view to help you decide if MyHeritage aligns with your genealogy goals. If you’re new to ancestry research or seeking international connections, MyHeritage’s intuitive tools and global database are excellent starting points. Its affordability and photo features add unique value. However, be cautious of subscription terms—review them carefully to avoid unexpected charges. If you encounter issues, contact support promptly via email (vipcare@myheritage.com) and reference your concerns clearly. For those prioritizing health insights or deeper non-European ancestry analysis, consider alternatives with more comprehensive testing.

Recommendations for Customers:

• Start with a free account to explore basic features before committing to a DNA kit or subscription.

• Use PayPal or a prepaid card to avoid unexpected auto-renewal charges.

• Regularly check your account settings to manage subscriptions and privacy preferences.

• Leverage the AI photo tools for a fun, engaging way to preserve family memories.

• If accuracy is critical, cross-reference results with other platforms by uploading raw DNA data.

Recommendations for MyHeritage

To enhance its reputation and user experience, MyHeritage should address key pain points:

• Improve Subscription Transparency: Clearly disclose auto-renewal policies at purchase and send renewal reminders well in advance. Offer flexible, non-annual plans to suit varied user needs.

• Enhance Customer Support: Introduce a reliable phone support line and improve chatbot functionality to escalate queries faster. Respond to emails within 24-48 hours consistently.

• Refine DNA Accuracy: Expand reference panels for non-European regions to improve ethnicity estimate accuracy. Provide clearer explanations of limitations in autosomal DNA testing.

• Reduce Upselling: Tone down aggressive promotional emails and pop-ups to enhance user experience.

• Strengthen Privacy Measures: Clarify data storage policies and ensure compliance with GDPR and other regulations, addressing concerns about unauthorized charges.

Best Alternative Companies

• AncestryDNA: Offers a larger database (over 25 million DNA profiles) and deeper U.S.-focused historical records. Ideal for North American ancestry but pricier.

• 23andMe: Excels in health and trait reports alongside ancestry, with a strong focus on genetic insights. Better for users prioritizing medical data but less genealogy-focused.

• FamilyTreeDNA: Provides detailed mitochondrial and Y-chromosome testing for deeper lineage analysis, suitable for advanced genealogists.

• Sequencing.com: Offers clinical-grade whole genome sequencing for comprehensive DNA analysis, though more expensive.