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What do I have to do to get a response to my request for support?
I'm a PremiumPlus member.
I emailed MyHeritage Support (firstname.lastname@example.org) on April 26 2012 seeking assistance with a problem and received an autoreply containing my ticket number of 2012042610005032. No further response was received.
4 days later on April 30 I emailed Support (email@example.com) asking for a response to my email and quoted my ticket number. No response was received.
On May 2 I emailed Support (firstname.lastname@example.org) asking for a response to my email and, again, quoted my ticket number. No response was received.
On May 4 I completed MyHeritage's online nanoRep thing on MyHeritage.com, quoted my ticket number and asked for a response to my email. Guess what? To date no response has been received.
On May 6 I emailed Support (email@example.com) asking for a response to my email and, again, quoted my ticket number. No response was received.
HOW CAN I GET THESE PEOPLE TO HELP ME???? IT'S BEEN 12 DAYS SINCE I ASKED FOR HELP.
I am also a premium plus member and am still trying to resolve ticket # 2012051910001584 opened May 6th. As of today I have not recieved a response to my May 27th response. I have just sent another response.
I upgraded my site to Premium Plus 5 days ago - Plimus Order Ref. #44998513. It has been charged to my credit card but still has not taken effect. I've written twice to My Heritage and received an automatic answer saying that "as a Premium Member your inquiry will be answered quickest" - Report #2012050510000799. No answer. PLEASE HELP! I am frustrated.
This is the reply I received fro "Anna" this morning.
Thank you for writing to MyHeritage support!
I have checked your account, you are the manager of one family site - Leonard Web Site, which has Premium subscription starting March 24.
Are you sure that you open this very site when you log in to MyHeritage.com? Maybe you're visiting one of those sites that you're member at?
In order to check this please go to MyHeritage, log in, click "Account" in the right upper corner and click "My Sites". Here you'll see the list of the sites you're manager and member on.
If you need my further assistance, please let me know, I'll be happy to help you.
Email: firstname.lastname@example.org Web: http://www.myheritage.com/
And this is my reply to her:
You are correct in saying that I am the manager of the Leonard Web Site and THAT is the site I upgraded to PREMIUM PLUS. Obviously there has been some mistake and the upgrade was not applied to that site. On March 24, 2012 I paid $75.00 to extend my LEONARD PREMIUM account. On May 1, 2012 I paid $40.46 to upgrade the LEONARD account to PREMIUM PLUS. that is the only account of which I am manager, the only account I use and this error should be corrected ASAP. Please examine your records to confirm this.
I have an uninvited person as a member of my site. Plus members of his tree. I have no idea how he and his site members came to be there as there is no conection to my tree. So far, I have only invited close family as members, and this person is totally unknown to me. How do I delete these people?
I have been added to his site without permission or invitation and wish to be deleted from that site.
The way it works for me: Go to Account and My Sites. Find the site you want to remove yourself from and click on the x. To remove a member from your list, click on More on the right and Remove. When you confirm a smart match, make sure the Invite box is NOT checked.
Probably someone clicked the "Invite "person" to be a member of my family site" box when confirming a match. I've noticed that when someone invites me I am counted as a member regardless of whether or not I've officially accepted their invitation. I don't know how clean you keep your email to know if you could have missed an invitation, but I have a lot of emails I haven't looked at and can easily have missed one. Just a thought.
i paid 12 month subscription but on the few occasions I have been able to find a record I try to access it and get a page asking me to pay another 12 month subscription so I can view the record. I am sure this is not right as I have paid and my account says I am financial till April 2013. I am feeling that I have been taken in and have paid for nothing as that is what I am getting out of it.
seems we have all been taken in, it is week now since I contacted support and there has been no reply and I still cannot use the site to search. They could at least respond but I guess thats the way it works take the money and run
I upgraded to Premium plan & received your confirmation on 2 March 2012. However when I try to open smart matches,, Premium-only feature blocks me. I have asked this question before & am waiting a responce
Similar problem - I paid premium account in 12/2011 for 24 month. Everything was OK, but today (after only 4 month) I received mail from MyHeritage support, that my subscription was not renewed and expired. It have to be error in MH billing system.
It would seem there are lots of errors like this, I cannot get anything at all only the page asking me to subscribe every time I try to look at something. I treid all the solutions on the FAQs page but nothing has worked. Emails to support have been ignored and especially the one trying to cancel before the 14 days were up they have just waited till the time was past and still no reply. Would not recommend this site to anyone.
I've had the exact same problem with my site. Upgraded to Premium Plus 2 weeks ago, and paid for an annual subscription to the data service. Nothing works, it keeps asking me to pay for the data plan (which I've already done). I've exchanged several emails with tech support ,who finally told me their records showed I canceled my data subscription, which I never did, nor did I receive a credit for the supposed cancellation. Then I was told their financial DB would have to be consulted and they'd get back to me. A week later, still nothing.
I sent another request asking for them to refund my money since the subscription service is still not working, and no one is telling me what's up. No response to that message either, so I filed a charge dispute with my credit card company since I'm getting no satsifaction for my 'Premium Plus' status, and my requests are going ignored now. Plan to warn others away based on my experience, and it seems time to move to another service myself.
I am having the very same issue. I wondering if this company is a scam or something. I paid to upgrade to premium from basic. Nothing is working on my account either. And I cannot get any decent response to the several emails I have sent. I going to request a refund myself, I am finally realizing that this was a mistake to join My Heritage. If I do not recieve a refund, I will also continue to warn the consumers (the public) of this frustration..My Heritage do not seem to be whom they claim to be......