We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Genealogy

MyHeritage (USA), Inc.

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 988 total complaints in the last 3 years.
  • 281 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/21/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My Heritage offers a free trial subscription but automatically charges at the end of the free trial. I don't want the subscription.

    Business Response

    Date: 06/24/2025

    Dear ******,

    Thank you for reaching out.

    On April 24 2025 you started a two weeks free trial of the Data Subscription. When you started the free trial, you received a confirmation email explaining you about the free trial and that you will be charged at the end of it unless you cancel it.

    Since you didn't cancel the free trial, on May 9 2025 you were charged for the Data Subscription. We understand this wasn't your intention.

    As per your request, we have issued a full refund for the subscription charge. The amount should appear in your bank account within the next few business days. 

    Please note that in some cases, it may take up to 10 business days, depending on how quickly your bank processes the transaction. 

    If there is anything else we can assist you with, please let us know.

    Wishing you a lovely day!


    Kind regards,
    MyHeritage Team

  • Initial Complaint

    Date:06/09/2025

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I joined My Heritage last year, 2024, as part of search for birth mother/family. Very low membership fee, approx $35. On June 4, 2025 I was charged $316.94 via PayPal for renewal, I never received a renewal notice, never ever agreed to $316.94 and was unaware of the auto renewal. I have many subscriptions and there is ALWAYS a notice. I filed a request for refund on June 4 and again today, June 7. Only thing that I get are auto replies and emails. Says it will be 7 days before I hear from someone. This is the $$ for my car payment and I desperately need it. There are MANY MANY complaints about MyHeritage doing this. I did not agree to this and I need my money refunded. This should be criminal

    Business Response

    Date: 06/10/2025

    Dear *******, 

    Thank you for contacting us here via Better Business Bureau.

    We are pleased to inform you that the issue has been resolved. In addition to this response, I have also sent you an email with further information. 

    If there is anything else I can assist you with, please let me know.

    Kind regards,

    ******* 
    MyHeritage Support team

    Customer Answer

    Date: 06/10/2025



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that the full refund from My Heritage is satisfactory. 



    Sincerely,



    ******* ********

  • Initial Complaint

    Date:06/09/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I got a call from a sales person at MyHeritage asking if I wanted to renew my subscription. The price was too high so I said no. She then said they had a special going for $260.00 for 2 years. I said I would take that one.Later I checked my ****** account and on May 12, 2025 for $388.60. I want the original deal of $260.00 for 2 years.

    Business Response

    Date: 06/11/2025

    Dear ****,

    Thank you for contacting us here via Better Business Bureau.

    We are pleased to inform you that the issue has been resolved. In addition to this response, I have also sent you an email with further information.

    If there is anything else I can assist you with, please let me know.

    Have a lovely day!


    Kind regards,
    Natalie 
    MyHeritage Support team

  • Initial Complaint

    Date:06/06/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I do not have an account I bought a test kit in 2023 and randomly almost 3 yrs later they have started repeatedly charging multiple fees. I have never received the results of my dna kit nor do i have access to an account. Their customer service email has no reply, and without access to a profile I don't have the account number to receive any help from them online or over the phone. I have had multiple charges made in the last month first $64 second $149 and the 3rd 4th and 5th were $299. They have either made fraudulent charges, or they have a massive data breach there are over 270 complaints this month alone! I want a refund.

    Business Response

    Date: 06/08/2025

    Dear ****, 

    Thank you for contacting us here via Better Business Bureau.

    We are pleased to inform you that the issue has been resolved. In addition to this response, I have also sent you an email with further information. 

     

    Kind regards,
    ******* 
    MyHeritage Support team

  • Initial Complaint

    Date:06/05/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I recently had a frustrating experience with MyHeritage. I signed up for a "free trial," but before it even ended, they charged my card for a full year’s subscription—$142! I made sure to cancel well before the trial was up, so I was shocked to see that they still processed the payment.

    I've reached out for a refund three times now, and I haven’t heard back. It feels like I'm just stuck in a loop here. It’s disappointing because I thought the trial would let me explore what they offer without any immediate costs, but instead, I’m left feeling cheated. I really hope they resolve this issue soon, but as of now, I'm definitely not impressed. Proceed with caution if you're considering their service!

    Business Response

    Date: 06/08/2025

    Dear ****, 

    Thank you for contacting us here via Better Business Bureau.

    We are pleased to inform you that the issue has been resolved. In addition to this response, I have also sent you an email with further information.

     

    Kind regards,

    ******* 
    MyHeritage Support team

  • Initial Complaint

    Date:06/05/2025

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They automatically build my bank account for an annual subscription. I was unaware this was going to occur. I can’t afford this amount over $300. asked for a refund over two weeks ago. I’ve heard nothing the website prevented me from asking again today I got a email from them sayingthey’ve tried to reach me but they have my accurate number. I sent them a response saying I’ve lost my voice because I’m sick. I really need the money back I will need to start a complaint with my bank if they don’t refund it by tomorrow.

    Business Response

    Date: 06/08/2025

    Dear ******,

    Thank you for contacting us here via Better Business Bureau.

     

    We are pleased to inform you that the issue has been resolved. In addition to this response, I have also sent you an email with further information.

    If there are any other issues that need to be addressed, please don’t hesitate to contact us.

    Have a lovely day!


    Kind regards,
    ******* 
    MyHeritage Support team

  • Initial Complaint

    Date:06/02/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I cannot get any help. The phone number directs you to a website to get help. However, that website doesn't off the help I am needing, I have not way to get in contact with anyone at My Heritage.

    Business Response

    Date: 06/03/2025

    Dear ******,

    Thank you for contacting us.

    I can see that one of our representatives has already sent you an email directly from MyHeritage.

    Please reply to that email, so we can assist you further.

    Thank you in advance.

    Kind regards,

    MyHeritage Support team

  • Initial Complaint

    Date:05/30/2025

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My complaint is with the company my heritage they make it impossible for you to speak to anyone at this company. This company charged my bank account $322.92. I can’t reach anyone to dispute this charge without setting an account with them Which I do not want to do. I am requesting a full refund in this amount. I do not want anything to do with this company nor one of their memberships.

    ****** **** *****

    Business Response

    Date: 06/03/2025

    Dear ******,

    Thank you for contacting us.

    After we were looking for the payment, we could locate it under a different registered email address.

    We have issued a full refund for your subscription. The amount should appear in your bank account within the next few business days. 

    A confirmation email was sent to you directly from MyHeritage.

    If there is anything else we can assist you with, please reply to that email.

    Thank you in advance.

    Kind regards,

    MyHeritage Support team

    Customer Answer

    Date: 06/04/2025



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




    Sincerely,



    ****** ****

  • Initial Complaint

    Date:05/29/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have ask for my account to be deactivated. I was just recently charged 1 49 33 on my credit card stops for a renewal subscription. I have asked y'all to cancel my account several times to no avail. I am still getting charged. I would like every fund and my account closed. It's for the umpteenth time.Please cancel my account and refund me.My money

    Business Response

    Date: 06/03/2025

    Dear ******,

    Thank you for contacting us.

    we’ve checked this for you and we are not finding any active payment related to the provided email address.

    We have sent you an email directly from MyHeritage.

    Please reply to that email, so we can assist you further.

    Thank you in advance.

    Kind regards,

    MyHeritage Support team

  • Initial Complaint

    Date:05/28/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a kit in February of 2025 and sent it back within a week of receiving it. I checked on it April of 2025. No phone number provided by the site, but a chat. The site acknowledged I bought the kit. I ask if it had been received and got no answer. Chat locked up every time I got to "Has My kit been received?". I found the phone number for the site today and called it. Message said thanks for contacting us, but we us on-line chat now, they hung up!! I just want my results. If they didn't get the kit, I want a new kit. Also, I want my subscription start date to be when I receive the new kit. I've lost precious time to build a tree and communicate with relatives.

    Business Response

    Date: 06/03/2025

    Dear ****,

    Thank you for contacting us.

    We checked the DNA kit, and we can see that it was received at the lab, but the kit was not activated, therefore the lab couldn't start to process the sample.

    We have sent you an email directly from MyHeritage with instructions. 

    If there is anything else we can assist you with, please reply to that email.

    Thank you in advance.

    Kind regards,

    MyHeritage Support team

MyHeritage (USA), Inc. is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.