MyHeritage

Very poor software and customer support. Plus trying to get details about what is available for the plan you are on. It tells me I am premium plus then keeps telling me my limit on my complete plan is full and I can't add more people and then it doesn't save all my photos. Customer service is useless. Then they try to charge highly inflated renewal prices and one finds you can get it at 60% discount.

Do NOT start a "free trial" with My heritage! I tried to cancel my free trial and could find any way to cancel it - nothing that came up on their "Help" page worked. 2 days later and I have had $207.90 taken from my account.

Scammers. I dont even recall signing up, very deceitful. I'm a sleep deprived mother and I'm more prone to these shitty scams and it's really not good for a young family just trying to make ends meet. Don't use this site.

Be very careful when buying their DNA kits at $39 each as you will then be slugged $207 a month later for “subscription” hidden in their terms & conditions.

I have been a member for 3 years and have 74,000 people in my tree. Despite signing up to a plan promising 'Priority support to get answers quickly' and having repeatedly sought assistance through the website and using addresses from emails sent to… Read more

me over the years since 19 May 2026, I have had no response from them. Every attempted contact led to a bot with a generic response. Now, even the bot does not respond. All I am trying to do is print a family book to share the results of my research with family. So, where I'm left now is that three years of hard work and costly subscriptions has been completely wasted. My plan is to write to two regulatory agencies in Australia that My Heritage is misleading consumers as to the content of their subscriptions and let them pursue them. I strongly suggest anyone considering using the site steer well clear - don't waste your money or time.

Four messages to customer service on online form with no response. Sent email and with AI chat no connection to real person DNA sent January 2026 still no results

I have tried and tried and tried to have a human answer my request for a full refund. All I get is a 'bot' who gives me over and over and over again the same response. It is impossible. I am an aged pensioner who had $207 taken from my bank which was food monies. I simply clicked on a 'free trial'. I forgot about it and next thing I knew there was… Read more

an invoice in my 'inbox'. I cancelled my subscription straight away. Later that day I went to my 'online bank account' and the monies was still taken. Good communication is key: Send a person an email to let them know their '14 day trial' is up before invoicing them. You will NEVER get a human to help you. The company has a 'bot' that puts out 'automated responses' that have already been answered via email. This company is atrocious and has absolutely no customer service.

Took a long time for my results to come back and my my account rolled over into a paid account so I ended up paying $A250 for this experience. When I complained, they offered a $50 discount. This turned out to be much more expensive than I understood.

I bought a $37 product but somehow they managed to subscribe me to a $230 monthly payment that I dont know what it is and it is now 3 days I havent heard from them.

I am extremely disappointed with MyHeritage. I purchased a DNA kit/service from MyHeritage last year and had no intention of signing up for an ongoing subscription. A few days ago, approximately $400 was taken from my account for an automatic renewal that I was not expecting. As soon as I noticed the charge, I contacted MyHeritage and requested… Read more

a refund. I have since received an email saying my request is being reviewed and that I may have to wait 2–10 business days for a response, despite the fact that the money has already been withdrawn from my account.

A $400 charge is a significant amount of money, and I believe customers should receive much clearer warnings before expensive renewals are processed. If you purchase a product from this company, check very carefully whether you are being enrolled in an automatically renewing subscription.

I am currently waiting for MyHeritage to process my refund request and will update this review with the outcome.

BEWARE of 14 free trial. Tried repeatedly and unsuccessfully to cancel. An amount of nearly $200 taken from account. Eventually received 25% discount and had to cancel crèdit Card as safety precaution. Lesson learnt.

My subscription was not due for renewal until late July 2025. A sales agent called me months early offering a "deal", which I initially didnt accept, but they kept calling, and eventually blocked their number so i didnt know it was them calling. I eventually accepted the new offer in good faith. Then I discovered the catch. They did not commence… Read more

my subscription renewal from the expiration of my existing subscription. Instead, their system instantly wiped out my existing contract, stealing nearly 2 months of pre-paid service that I had already paid for in full last year! They effectively forced my 12-month contract to start early, robbing me of weeks of paid time to extract my next payment sooner.To make matters worse, they have completely hidden the "turn off auto-renew" button from my online dashboard so I cannot cancel autorenew Even more disgusting: ALL of their published Australian customer support numbers (including 1800 984 740, 1800 841 234, and their Sydney landline 02 8310 2966) are completely disconnected and ring out as invalid. They are actively telemarketing to Australians but have cut off all phone-based methods of communication so you are forced to use the AI chat bot. I feel ripped off and am inclined to exercise my right to cancel the renewal during the mandatory cooling off period, if I can find someone to contact to do it as they have no point of presence in Australia from what I can gather, so looks like a challenge seeking a refund.This is deceptive billing practices and a possible breach of Australian Consumer Law. I may be forced to lodge a dispute and chargeback directly through my bank to get my money back. Do not answer their calls. Let your subscription run its course naturally and don't auto renew

Rubbish at responding. Have an ugent situation and they don't respond despite me writing to them 3 times. No phone number and just a 'AI' machine that decides what will happen to written correspondence. Very disappointing and stressful. In brief - sent dna sample of parent, parent about to die, hear from MyHeritage that they're not sure if they can read dna sample, try 3 times to contact them re: resample - hear nothing. C*R*A*P!

I have had an "account" since 2012. I inputted all this information for my family tree, which I did not record elsewhere. For the last 10+ yrs they have sent me emails saying that I have family matches. When I try to log in they say that my password is expired. When you try to reset the password, it never sends the reset to my email. EVER! Doesn't… Read more

matter how many times you try. Apparently to fix this issue you need to contact them. To contact them I NEED TO LOG INTO MY ACCOUNT! I cant log into my account without the PASSWORD, which I CANNOT RESET. This has been going on since 2012. I cant stop the "you have a match" emails because I cant access my account, I cant reset my password. It is literally the definition of ridiculous.

I was shocked when MyHeritage charged me over $500 on my credit card when I thought I subscribed only for a year. I emailed them within the hour of being charged before I even used the service. I then worked out how to cancel the subscription. The person who called me back had no compassion for my circumstances when I explained it would cause me… Read more

serious financial impact. I had to get extended credit and not eat certain meals during this highly stressful time. They offered me another two years of subscription. That's nice but it did not help the financial stress and starvation it caused me. The extended subscription they offered sneakily turned on the automatic subscription payment again. I cancelled it on the spot. While it is a good service, be very careful and cancel the subscription as soon as you sign up. You still get a year without being charged the year after for something you didn't sign up for. Fortunately, in Australia they are introducing new laws soon to force more transparent subscription processes.

I have a need to retrieve family records through Births Deaths Marriages UK. This is a free worldwide site. Every time I attempt to do a search, ‘My Heritage’ pops up masquerading as the official UK site. At first, I couldn’t’ understand why my relatives overseas in USA, Britain and France could conduct a search easily and for free when I was… Read more

being asked to jump through hoops with passwords and other nonsense plus ultimately a subscription. Essentially, I was BLOCKED from this free worldwide service, Births Deaths Marriages UK by My Heritage. I am very angry. How dare a money-making outfit interfere with the right we have to an essential public records service, provided by a world renown organisation that has been keeping family records for generations. And they are making money by using that service!! Why should I have to make telephone calls to family members overseas to obtain information which it is my right to obtain easily, here in Australia free of charge? Any company which blocks a free service and ultimately uses that service for its own gain needs to be exposed and penalised. Have nothing to do with 'My Heritage.' They deserve to be stopped. I intend to pass on their practice to Consumer Affairs. Dawn McAvoy

don't deal with these people as soon as I had been on the site for 14 days free trial they took a years subscription from my paypal account without contacting me. I had no idea how much it would cost and I didn't want to continue anyway as they didn't help with any searches I made. I cancelled the account then a person contacted me by phone… Read more

offering me reductions and he kept saying he was going to talk to his manager after each offer. Anyway I mentioned I would take it paypal I didn't want to hear him any more and he quickly ended the phone call. I got an immediate refund. These scammers are making it hard for the decent people trying to make a living on line.

I bought their basic product as a gift over a year ago. Without telling me they deducted a further $383.90 AUD. I was lucky enough to notice and requested a refund via their convoluted system. Seven days later and I am yet to get my money back.

This is a scam site and I don't understand why it hasn't been taken down. Like others, I was unknowingly billed for a subscription. The kit arrivewd and I sent it off 7 months ago. Have heard absolutley nothing despite emails etc. I did successfully unsubscribe..

I’m really disappointed with my experience with this heritage subscription service. What looked promising at first quickly turned frustrating — unclear billing, difficulty cancelling, and charges that weren’t properly explained. Customer service was especially disappointing. Responses were slow, unhelpful, and felt like they were avoiding actually… Read more

resolving the issue. It shouldn’t be this hard to get clear answers or manage your own subscription. Overall, I wouldn’t recommend based on my experience.

I agree with the majority. This is a scam of the first order. I sent my sample by express post in February and according to their website it is yet to arrive at the laboratory in the USA. There is no provision to get in touch with anyone to find out about the "delay" and the so called "contact me" page is a series of generic questions, none of… Read more

which apply to my situation. Unless you enjoy burning money, do not waste your time with this organisation.

So dissapointing! After more than two months, I haven't received a response from the DNA kit I sent. What a scam! I ordered a kit for $55 and then they get you to pay an extra $190 for a year's subscription to family trees that show nothing. Don't choose this.

This site is a scam. It charged me $190 after I'd previously attempted to delete my account 1 hour after starting it. When I went back to try and delete it again, it wouldn't accept my password (the one I logged on with ). I had to cancel payments via PayPal and have heard of others needing to cancel their credit cards. It provided me absolutely no useful information. Stay away from it!