Thank you for writing to us. Firstly, let me say that I have searched our records and this is the first email or forum post that we have received from you. Is it possible that you wrote us from another email address that was not connected to your MyHeritage account?
No matter, I have looked into your account, and for some reason your payment was not connected to your site.
I have fixed this error, and upgraded your Leahy Web Site to PremiumPlus for the next year and a half.
I apologize for the difficulty and delay, and I wish you good luck in building your family tree and with your family research!
You need to provide your customers with fair warning that their subscription is about to be renewed. Renewal without any warning is unethical. Just having an automatic renewal process with no other option is simply poor business. On top of that you make it extremely difficult to prevent the automatic renewal process from occurring. Your competition is much more open and transparent about their renewal and cancellation processess. I want the option to reconsider renewal based on your performance during the year. You need to be far more ethical and transparent about managing subscriptions.
We try hard to reach all our users as fast as we can and as efficiently as possible.
Anything that is written in the forum posts we try to answer directly here unless it involves discussion about a users private account details and payment issues.
For Technical assistance if you have not been successful in finding the answer to your query here among the many forum posts that are available, then the best thing to do is to contact the support team directly by mail using the email address that you have used to register with MyHeritage. This way your registered email address that is attached to your account details will place you in the priority queue resembling the level of subscription you have.
The Smart Match symbol indicates there are 39 new smart matches to be confirmed/rejected. When I try to review them it gives me the ' concencus ' page, at the bottom of this it tells tou how many pending, confirmed or rejected. The only option it gives me is to ' ignore this person. ' The next day I am able to confirm newest Smart Matches, but the same problem arises when I get to the last 39 ( same ones as the day before ). What has happened, how do I fix it. Regards, Brian.
I'm having the same trouble with smart matches but mine are randomly throughout my tree click on a smart match and no matched info comes up. MH said to me last weekend that the problem had been sent the TECH DEPT? still waiting
Can someone help me, please? I do not get notification to my e-mail about the birthdays of the members of the site. Howcome we are only reminded by e-mail about some of the members? I do not always get an update from My Heritage.com. Why would that be?
Since there seems to be no option on this website to downgrade my account back to basic, I guess I need to post here. I have seen other posts where people ask this question and response was only via email. I find this to be a very unfair tactic, trying to deter users from doing so. I realize this is a business and you need to make money, but I don't think this is the way to do it.
Please downgrade my account at your earliest conveninece.
Help!!! I'm new to this site - you've just taken my credit card details and charged me for a year's subscription - what exactly is supposed to happen next? My site does not reflect this and still says that it's a 'basic' account.
This is NOT a good start for someone trying to start a membership with myheritage.com
Can someone from support please sort this out for me?
I second this question. I am supposedly given access to more resources, but when I try to access them, find that they all contain no useful information and/or require more money from me before I can read the documents. I am beginning to suspect I wasted my money.
There's a difference between site subscription and data subscription.
A family site subscription (Premium or PremiumPlus) entitles you to increased storage on your family site for people in the family tree, photos, videos and documents.
Family site subscriptions allow you access to fun and amazing features like the Timeline and Timebook. You get priority support and you can use the Premium features in our family tree software, Family Tree Builder.
If you have a Premium or PremiumPlus family site subscription you can also access the MyHeritage collections in SuperSearch (other collections may require a data subscription).
A data subscription entitles you to view the records in the paid collections in SuperSearch. You also get unlimited access to Record Matches, including confirming and rejecting matches, if you have a family tree on MyHeritage.com.
I recommend you log in to your family site, hover mouse over your name in the right upper corner and click 'My purchases'. You will be able to see what kind of subscription you paid for.
This is most confusing indeed. My site says that it is a free, basic level site and that I have no data subscriptions. What am I supposed to get for my annual subscription? Nothing, it seems. You have taken my money ($143.27) and yet I get nothing in return other than a couple of automated-response emails. This site appears to be a scam and I'm beginning to fear that I will never get this resolved and that I will not get my money back. Buyer beware, it seems.
We would appreciate if you could send an email to our support department and forward the receipt that you have got about your payment. It will help us to check whether there was any problem with applying your payment and fix it.
I don't know if this makes a difference in your case, but I routinely click 'Ignore this tree' if there is a match, but all the names show up as 'private'. Living people appropriately are designated 'private', but if the non-living in your tree are not marked as 'deceased' and they are erroneously marked 'private', you need to make the corrections if you want a reaction to your matches, at least from folks like me.