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3.1 19 Reviews 501 Complaints
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MyHeritage Complaints 501

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12:57 am EDT
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MyHeritage not sure

This, Bls Myheritage, company has attempted to take $89, from me as well. Luckily I had my card turned off and in the negative before it happened. Didn't think anything of it until I researched further and am not the only one. They didn't take anything, but, if they get busted, I I definitely want in on a law suit for attempt for theft or anything they are fined with. They could have really screwed me up.

Thank you,
James Himes
[protected]@gmail.com

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3:10 am EDT
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MyHeritage unauthorized credit card charges

I was charged NOK 1623, 34 on my MasterCard without ever having used your service. I may have tried to log in to see what it was about on a 14 days free trial, and probably did not find it very interesting. I was never told I needed to pay. I have checked my e-mail, and found no e-mails from you regarding this. How can I make sure this does not happen again? How will I get my money back?

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10:35 pm EDT
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MyHeritage wrong or inaccurate autosomal dna test

Kit number MH-88TJ46 I previously complained to myheritage that my results did not match my known family history, they don't seem to be concerned. My 1st cousin has had his autosomal dna tested and he doesn't show up on my list of dna matches, so I am quite confident that my test was botched. And before you go there I will say with 100% confidence that he is the son of my aunt, we are both firstborn 5 years apart. I refuse to give myheritage one thin dime for any premium services until they address their mistake.

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3:25 pm EDT
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MyHeritage my credit card was charged $299 without my knowledge or consent.

On June 24, 2019 my Commerce Bank credit card was charged $299.00 I did not authorize this purchase, nor was I aware that such a charge had been requested. I have used the services of My Heritage and would expect to pay a reasonable fee. I was a not time advised that a charge of this magnitude would be demanded through my credit card account. If I had known that My Heritage services cost that much I would have limited my use of the service and/or cancelled. I wish herewith to request a refund of the amount charged to my credit card.

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7:46 am EDT
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MyHeritage monthly payments

When I joined my heritage
on my profile it saidonly £8.99 every month I click on but my heritage took 108.00 I spoke to my bank I told them my heritage was supposed to take 8.99 a month not 108.00.. I would not click on 108.00 you have updated your profile what I saw was totally different when I joined you committed fraud my bank knew I clicked on 8.99 a month.. I need cominsation the stress you caused all heritage shouldnt so much as you stated that was not stated when I first joined u

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7:46 am EDT
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MyHeritage zero customer support

I have done my DNA, as has my brother, and so I bought 4 DNA kits for my wife, her mother, and my own parents.

When I registered myself I went online to create an account which is fine as I am familiar with IT. I want to know the best way to set up my parents accounts so we have all the results together. My parents are 86 and 93 and my Mother in Law is 78. They do not use mobiles, computers, email etc so cannot set up an account.

I would like to SPEAK to a HUMAN about this issue, but there is NO WAY to do so. Calling up the only available number (0800 0988125) leads me into an endless series of automated options, none of which lead me to a HUMAN BEING. I am now getting to the end of my tether on this whole thing.

What number can I call to get some actual customer support? How can I actually speak to someone?

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10:15 am EDT
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MyHeritage annual subscription

Back on June 19, 2016 I started a 2 week trial of MyHeritage. Luckily I save my yearly calendars and on my 2016 calendar on July 2, 2016 I wrote "Cancel MyHeritage" and there's a check mark next to it indicating I had cancelled it. I never used the site again. Last year on June 19, 2018 I noticed a charge for $159 for MyHeritage. I emailed and then called and asked it to be refunded and cancelled. Then today I see on June 19, 2019 I was charged $189 for MyHeritage! I called and spoke to a very nice Irish customer service rep who said he could see I had accessed to account only 13 times back in 2016. I said yes bc on the 13 th day I cancelled it. He said he could see I contacted them a year ago with the same issue but was never issued the promised refund. I asked if I had been charged back to 2016 and he said yes. So in total I've been charged $586.99 for a subscription I have now attempted to cancel on 3 separate occasions. This customer service rep promised to refund $189 for this year and cancel the subscription. I said well I was promised last year I'd be refunded $159 and the subscription cancelled and it never happened and I'm due back $586.99 bc I cancelled this on day 13 of a 14 day trial period. He said he'd escalate it to his billing department and when I asked for a number for the billing department he claimed they only do outbound calls and something about Israel and Italy I didn't understand. So I'm supposed to wait on them to call me about refunding the full $586.99 and I can't even count on them to cancel a subscription! This is unacceptable. Clearly I have never used the service past day 13 of my free trial and these charges are completely unfair.

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Update by Bonnie1171
Jul 07, 2019 8:18 am EDT

Thank you. I’ve emailed you and eagerly await your response.

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12:17 pm EDT
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MyHeritage not able to get in my account

My husband purchased a kit for me via Amazon and for my birthday last year in December 2018. This year I finally decided to submit my DNA and create my account. A couple of months went by and I still had not received any update from the site that my results were in. Here is were the issue began I had my login information saved in my browser but the the site would not accept my login. I then tried multiple browsers and was unable to login. I clicked forgot password and received a message there was no account for my email address. I noticed my error I had left a single number out of my email address during the setup process. So My Forgot email has been going to some else's mail box I remembered my password and it told me it has expired and I will need to go to the email address to reset it form there.

I provided a lot of personal info and a back up email address but I am unable to access my account using any of that data. I am unable to update the email address I have sent multiple emails to MyHeritage. I been unable talk to anyone without providing an account number that I can only get if I login. I tried to go through the sales dept and get disconnected while on hold. I feel scammed we spent our money and received nothing . I'm completely disgusted with how this company handles business. I really don't see recommending them to anyone.

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Elena MyHeritage Team
IE
Jul 01, 2019 2:12 pm EDT
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Dear MyHeritage user,

I am sorry to hear you feel that way, and I'd like to help you solve your login issues.

Can you please email me your account details (account ID number, DNA kit number or registered email address) via elena.vipsupport @ myheritage.com (without spaces before and after the '@' symbol), and I will be happy to personally assist you with it.

Kind regards,
Elena, MyHeritage Team

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7:48 am EDT
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MyHeritage paid for dna kit but it is almost one month waiting my dna kit and still nothing

After paying for my DNA kit I have never received any DNA kit but I've got only email confirmation that my DNA kit was shipped, waiting ages but sill nothing. Calling to MyHeritage 3 times on 08800 098 8125 and asking them regarding my DNA kit they just keep promising that they gonna send it. That is really ridiculous! Such a shame! No respect for a client who has fully payed. Just feeding me with promises. That's absolutely unacceptable!

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Elena MyHeritage Team
IE
Jun 21, 2019 5:07 pm EDT
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Dear MyHeritage user,

I'm very sorry to hear about your experience, and I apologize for any inconvenience this may have caused you.

I'd like to personally follow up on this. In order to do so, can you please email me your account details (account ID number or registered email address)? My email address is "elena.vipsupport @ myheritage.com" (without spaces before and after the @ symbol).

Looking forward to hearing from you.

Kind regards,
Elena, MyHeritage Team

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1:30 pm EDT
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MyHeritage help advice indicates serious software problems & incomplete knowledge of genealogy

In april 2019, my account appeared to have been hacked: the pedigree map gave a very strange location for my ancestor — romania, eastern europe. I contacted myheritage (#[protected]) may 1. Myheritage did not respond, so fearing the worst, east european hacking, I did not renew my membership after may 31. I finally received a response 5 weeks later, june 5! The employee's response said that the abbreviation "otp" appeared in my ancestor's record. Myheritage's software connected "otp" to otopeni airport in romania & the employee stated that my ancestor lived in romania! My heritage's computer's interpretation of "otp" as romania is based on the airport designation "otp" for otopeni international airport in bucharest, romania. However, my ancestor lived in the 18th & 19th centuries, and airplanes had not been invented until the wright brothers' 1st airplane flight in 1903 (the 20th century!), so my ancestor could not have lived in the era of human flight.

However, myheritage made a serious error.in genealogical research, "otp" means "of this parish" — a phrase often encountered in british parish records [especially marriage & banns records, to indicate that either husband or wife belonged to the parish in which they are being married].

So, there are 2 important issues here:
1) as a family history research service, my heritage should know that "otp" means "of this parish," and I highly recommend that my heritage make a list of common abbreviations and acronyms used in genealogy, both for staff training, as well as on its website for its customers.
2) myheritage's computer software has an inherent error with interpreting abbreviations & acronyms. Their software is obviously programmed to use a standard webster's or oxford dictionary list of standard abbreviations & acronyms. I highly recommend that a list of common genealogical terms, abbreviations, and acronyms should be programmed into myheritage computers.

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10:38 am EDT
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MyHeritage customer service

Hello. I put a purchase through on the 4th June 2019, but before I proceeded I rang your company as fathers day is approaching to ask if there would be any discounts within the next few days and I was told No. With this in mind I purchased the kit at full price. One day later in the morning I noticed that the price had been reduced to £59 due to fathers day. Obviously I was very annoyed as I had rung to ask if this would happen due to fathers day. I rang the call centre and made a complaint and asked that the recording be listened to. I was told that the staff do not know what offers are due etc. I totally understand that, so therefore I should of been told that in the first instance and not been misled. I can I'll afford the kit but I'm looking for my father. I do feel that I was not given the customer service I would of expected on this occasion, neither on my first call or when I rang to make my complaint.
I look forward to your response.
Mrs Sandra Wall

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9:13 pm EDT
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MyHeritage dna results for [protected]

This is not really a complaint, but more like a question. My DNA results do not match my genealogy as I know it. If what you sent me is accurate, then the father who raised me was not my birth father. This was possible since I was born in 1943 & the man married to my mother (whom I have every reason to believe was indeed my natural father) was serving with the Sixth Army in the South Pacific. His ethnicity was German, English, & Irish; my mother's was English & Highland Scot. Both are now deceased. Going further back, my family tree as I know it contains Swiss, Dutch, French Huguenot, Nottoway Cherokee, & perhaps German Jew elements. Yet my DNA results from MyHeritage say that I am 77.5% English, 12% Greek or Sicilian, 7.2% Scandinavian, 2.2% Baltic, & 1.1% Mesoamerican or Andean. I can trace my father's family back to the German Palatine, emigrating from there to New York State in the early 1700s & then moving south over the next few decades until it wound up in Mecklenburg County, NC. Ethnically his grandmother was English (most likely from Yorkshire in central England), & his mother was a mixture of English & Irish. My maternal grandfather's family came from Yorkshire as well in the first half of the 17th century, & my maternal grandmother was a mixture of English & Highland Scot. There is definitely a discrepancy between what I see in my family tree & the DNA results you have supplied me. Note that I have received DNA matches from both sides of my family from you. What then is the best way to verify the results that you have provided me & correct any errors in my file?

Junius S Stearns
522 Powder House Road, Aiken, SC 29801
[protected]

MyHeritage Account ID [protected]

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1:54 am EDT
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MyHeritage my heritage renewal

Hi i did not authorise for a renewal to be automatically debited form my account My husband bought this for me for my birthday as a bit of fun then all of a sudden $347 taken form my account. Now i cant get hold of anyone to speak to or try and resolve this. The only thing i can think of its a scam, a well played scam.makes you think its very professional and then they under handedly debit your accout without you knowing.

Take head people dont sign up

Dallas

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Elena MyHeritage Team
IE
Jun 03, 2019 7:25 am EDT
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Dear Dallas,

I apologized for any inconvenience caused. I've looked into your account and understand that this issue has already been solved.

If you need any further assistance, please contact me at elena.vipsupport@myheritage.com and I will happy to personally assist you.

Kind regards,
Elena, MyHeritage Team

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11:33 am EDT
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MyHeritage unauthorised payment taken

I signed up for a free trial but was unaware that they had automatically subscribed me to their service without specifically asking for my consent or advising of the cost and they have signed me up and charged me for a full year's membership. I would like a refund and for the subscription to be cancelled please. It was only when I received my latest credit card statement that I became aware of this. Worse than this, it had been set up as an automatic renewal. I have managed to log on and cancel the renewal but I cannot find a way to cancel the membership or apply for a refund.

Thank you,
Deborah

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DSeager
AU
Jun 03, 2019 1:39 am EDT
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I to have had an automatic renwal debited form my account which i didnt authorise. I can see this is how people get sucked into things. I got a subscription for my birhtday last year as a fun thing to do by now am stuck with being out of pocket and unable to contact anyone to get this changed.

Can someone please contact me about this scam stopping

Dallas

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Elena MyHeritage Team
IE
Jun 03, 2019 7:23 am EDT
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Replying to comment of DSeager

Dear Dallas,

I apologized for any inconvenience caused. I've looked into your account and understand that this issue has already been solved.

If you need any further assistance, please contact me at elena.vipsupport@myheritage.com and I will happy to personally assist you.

Kind regards,
Elena, MyHeritage Team

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Elena MyHeritage Team
IE
May 28, 2019 1:01 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Dear Deborah,

I'm sorry you feel that way about our free trial. When signing up for it you receive a confirmation email that also includes the information that you automatically will be charged after the trial period ends. A free trial can be canceled at any time from your account online or by contacting us.

Nevertheless, I understand that you did not want to continue the free trial and I will be happy to help you with your refund request. Please email me your account details (account ID number or registered email address) via elena.vipsupport@myheritage.com so I can personally assist you with this.

Looking forward to hearing from you, Deborah.

Kind regards,
Elena, MyHeritage Team

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2:46 am EDT
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MyHeritage my heritage free trial

Hi there

My Heritage makes it extremely difficult to cancel a trial subscription. The customer support number is constantly busy. There is no email provided to cancel. The link to cancel is very difficult to follow. It requires that an account number be provided.

I do not want to sign up for an account. The invoice came on the 14th day for £113.40 with out warning. This could now cause me some money problems if not sorted out quickly.

I wanted to have a little look into my family heritage, and I was pleased with the service up to this point, but this is not acceptable.

Thank you for your time
Ant

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8:09 am EDT
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MyHeritage my heritage trial membership cancellation & notification

Good day,

I sent an email to support@myheritage.com about this issue and didn't receive a repsonse, so now I am trying this forum.

I just got an email saying that a payment had been made for a 1 year subscription $139 to MyHeritage.
I did not receive a notification that my 14 day trial was expiring and I was not intending on taking out a subscription (certainly not for a year).

Please I need to cancel this subscription and get a refund the subscription fee.

Regards
Lee Wilson

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7:33 pm EDT
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MyHeritage dna matching

Hi, my name is Marta Luna Roshardt, i'm very disappointed with the way "my heritage " site has turned out to be.
At the beginning we were able to see coincidences in DNA matching with other relatives in several differents etnias, but now all of a sudden we see only one ethnic match and to see other etnias we have to pay extra.
MyHeritage site has become a money making machine for them with lousy service and value for customers.
I regret choosing this site to see my heritage.

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10:16 am EDT
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MyHeritage trial membership cancellation

My Heritage makes it extremely difficult to cancel a trial subscription. The customer support number is constantly busy. There is no email provided to cancel. The link to cancel is very difficult to follow. It requires that an account number be provided. I do not want to sign up for an account. The invoice came on the 14th day of the trial period. If the trial period is for 14 days shouldn't the invoice come on the 15th day?
This process seems fraudulent and almost scam like. I called my credit card company to file a complaint. I need this $89 charge removed.

Thank you for your attention,
M. Dickson

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9:21 am EDT
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MyHeritage dna results

Feb 27 2019 my sample was received in your lab. March 8 2019 I received an email stating there would be a delay in receiving my results. Site was eventually updated saying I would receive results between April 6 and 17th. System then a few days later was updated stating that I would receive results ON APRIIL 17th. I checked last night, still said ON APRIL 17th. April 17th is now here and now it's updated and says nothing about date, just that it is delayed. I am very upset that for weeks you gave me a date, and now the date given to me has arrived and now...nothing.

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I emailed My Heritages support team and was contacted the same day. The representative who I contacted was extremely helpful and very understanding of my frustration. She let me know that I could contact her directly with any issues and if I don't receive results by given date, she will escalate it for me. Her professionalism and quick reply made me feel much better. I am pleased with the outcome.

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5:07 pm EDT
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MyHeritage smart matches

I was recently provided a list of Smart Matches for a tree I deleted last year. My current tree with 3000+ people has received no Smart Matches on the website. I am told of many records matches but would have to upgrade. I don't need records matches as I get them from another site. The only reason for using My Heritage is the Smart Match. I will not renew unless I get this benefit way b efore the expiration of my account

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About MyHeritage

Screenshot MyHeritage
MyHeritage is a genealogy platform offering users the ability to create family trees, search through historical records, and take DNA tests to explore their ancestry. The service provides tools for discovering, preserving, and sharing family history. Users can also access photo enhancement and colorization features.
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.

Overview of MyHeritage complaint handling

MyHeritage reviews first appeared on Complaints Board on Jul 23, 2010. The latest review Unauthorised Payment was posted on Nov 1, 2024. The latest complaint Visiting website was resolved on May 22, 2024. MyHeritage has an average consumer rating of 3 stars from 520 reviews. MyHeritage has resolved 261 complaints.
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  1. MyHeritage Contacts

  2. MyHeritage phone numbers
    1800 817 330
    1800 817 330
    Click up if you have successfully reached MyHeritage by calling 1800 817 330 phone number 82 82 users reported that they have successfully reached MyHeritage by calling 1800 817 330 phone number Click down if you have unsuccessfully reached MyHeritage by calling 1800 817 330 phone number 73 73 users reported that they have UNsuccessfully reached MyHeritage by calling 1800 817 330 phone number
    39%
    Confidence score
    Ireland
    1800 731 768
    1800 731 768
    Click up if you have successfully reached MyHeritage by calling 1800 731 768 phone number 19 19 users reported that they have successfully reached MyHeritage by calling 1800 731 768 phone number Click down if you have unsuccessfully reached MyHeritage by calling 1800 731 768 phone number 25 25 users reported that they have UNsuccessfully reached MyHeritage by calling 1800 731 768 phone number
    Australia
    +1 (800) 987-9000
    +1 (800) 987-9000
    Click up if you have successfully reached MyHeritage by calling +1 (800) 987-9000 phone number 20 20 users reported that they have successfully reached MyHeritage by calling +1 (800) 987-9000 phone number Click down if you have unsuccessfully reached MyHeritage by calling +1 (800) 987-9000 phone number 16 16 users reported that they have UNsuccessfully reached MyHeritage by calling +1 (800) 987-9000 phone number
    11%
    Confidence score
    USA & Canada
    +44 800 098 8125
    +44 800 098 8125
    Click up if you have successfully reached MyHeritage by calling +44 800 098 8125 phone number 73 73 users reported that they have successfully reached MyHeritage by calling +44 800 098 8125 phone number Click down if you have unsuccessfully reached MyHeritage by calling +44 800 098 8125 phone number 113 113 users reported that they have UNsuccessfully reached MyHeritage by calling +44 800 098 8125 phone number
    United Kingdom
    +64 800 995 069
    +64 800 995 069
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    New Zealand
    +43 800 802 582
    +43 800 802 582
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    Austria
    +32 80 026 102
    +32 80 026 102
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    Belgium
    +45 80 820 132
    +45 80 820 132
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    Denmark
    +358 800 102 172
    +358 800 102 172
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    100%
    Confidence score
    Finland
    +33 805 080 098
    +33 805 080 098
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    France
    +49 800 589 3922
    +49 800 589 3922
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    Germany
    +31 800 240 0013
    +31 800 240 0013
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    Netherlands
    +47 80 024 741
    +47 80 024 741
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    67%
    Confidence score
    Norway
    +34 900 838 969
    +34 900 838 969
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    100%
    Confidence score
    Spain
    +46 20 889 289
    +46 20 889 289
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    20%
    Confidence score
    Sweden
    +972 180 122 2299
    +972 180 122 2299
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    67%
    Confidence score
    Israel
    +27 800 980 785
    +27 800 980 785
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    100%
    Confidence score
    South Africa
    +55 800 878 2500
    +55 800 878 2500
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    100%
    Confidence score
    Brazil
    More phone numbers
  3. MyHeritage emails
  4. MyHeritage address
    3 Ariel Sharon Street, 4th Floor, Or Yehuda, 60250, Israel
  5. MyHeritage social media
  6. Rachel
    Checked and verified by Rachel This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Nov 16, 2024
  7. View all MyHeritage contacts
MyHeritage Category
MyHeritage is ranked 41 among 45 companies in the Websites category

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