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cant access records after paying subsription
Lorraine Boyd
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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.
Lorraine Boyd
Australia
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2
RE: cant access records after paying subsription
Lorraine Boyd
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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
Lorraine Boyd
Australia
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3
RE: cant access records after paying subsription
Deleted member
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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
Deleted member
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4
RE: cant access records after paying subsription [2]
Anna
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Dear Rodney,

The point is that you have two family sites registered with two different accounts. I have sent you more details by email. 

 

Best regards, 

Anna

Anna
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5
RE: cant access records after paying subsription
Karel Achrer
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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.
Karel Achrer
Boskovice, Česká republika
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6
RE: cant access records after paying subsription [2]
Anna
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Hi Kerel, 

Then notification you received was sent by mistake. We have informed about that in the additional email.

Best regards,

Anna 

 

Anna
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7
RE: cant access records after paying subsription [2]
Lorraine Boyd
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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.
Lorraine Boyd
Australia
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8
RE: cant access records after paying subsription [3]
Brian Willette
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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.

Downright shameful.

 

Brian Willette
Colorado Springs, CO
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9
RE: cant access records after paying subsription [4]
Beverly
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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......

Totally Frustrated and Very Discouraged

Beverly
Morgan Hill, CA
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10
RE: cant access records after paying subsription [5]
Aviv Ben-Arie
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Hi Beverly,

Thank you for writing to us.

I was able to locate the site that you upgraded using the order number bellow. It is the PARKYN Web Site which is under Ken Parkyn's account., and not one of the sites under your own account. 

Regards, Aviv

MyHeritage.com  

Aviv Ben-Arie
Israel
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11
RE: cant access records after paying subsription [6]
Beverly
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Why would my upgrade be in Parkyn's web site....I have Nothing related to this person EXCEPT I ONLY had responded to a posting he had made????????? PLEASE READ My other POSTS.....I have requested a REFUND and REQUESTED to have 'MY SITES' DELETED!!!!!

Beverly
Morgan Hill, CA
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12
RE: cant access records after paying subsription [7]
Aviv Ben-Arie
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Hi Beverly,

A representative will call you to discuss this issue.

Regards,

Aviv

MyHeritage.com  

 

Aviv Ben-Arie
Israel
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13
RE: cant access records after paying subsription [8]
Beverly
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I just want my refund, please.....

Beverly
Morgan Hill, CA
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14
RE: cant access records after paying subsription [9]
Aviv Ben-Arie
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Hi Beverly,

Thank you for writing to us.

I wrote you an email, please take a look.

Regards,

Aviv

MyHeritage.com  

Aviv Ben-Arie
Israel
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15
RE: cant access records after paying subsription [4]
Rhianna W
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Your data subscription is intact and working. You have full access to all the collections on the Super Search.

Your family site subscription was refunded to you as a chargeback since you disputed the charge on your credit card. However, I left your Premium Plus subscription active. You can continue to use it for free. 

I apologize you had troubles with your subscriptions. I'll be more than happy to help you with any questions you may have. 

Rhianna W
Tel Aviv, Israel
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16
RE: cant access records after paying subsription [3]
Ilana Bierman
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Dear Lorraine,

Thanks for your post.

To protect your privacy, I have answered all the comments and quesitonsyou sent to us on the past few days in a private email. 

Please do not hesitate to  contact us for further comments or questions.

Best Regards,

Ilana

Ilana Bierman
Venezuela
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17
RE: cant access records after paying subsription [4]
Lorraine Boyd
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you say I have not started free trial and that is why I cannot access the site, so will you please explain why you have taken the money out of my credit card for something I have not started and something that will not work. I would suggest you refund the money immediately.I will be contacting the credit card company to stop this payment. This is theft
Lorraine Boyd
Australia
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18
RE: cant access records after paying subsription [5]
Ilana Bierman
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Dear Lorraine, Thanks again for your post. As I wrote to you on the email, the subscription you purchased is a Premium subscription for a year. Not a Data subscription. Please note that the new Super Search is made up of many "Collections". A collection is any one group of records. A collection may be a group of records that is available on other websites as well, like the 1940 census. Or Military records, or newspaper archives.   Speficially, there are four MyHeritage collections. These are comprised of data from MyHeritage.com and are not available anywhere else on the internet. The four MyHeritage collections are: 1. MyHeritage family sites (like the Warrick Family Web Site, or the British Celebrities Site) 2. MyHeritage members (Site Managers and Site members of MyHeritage.com) 3. MyHeritage family tree individuals (people in the family trees at MyHeritage. This could include Napoleon Bonaparte or Albert Einstein) 4. MyHeritage photos (the pictures on MyHeritage.com)   Collections 1 & 2 are available to MyHeritage members with a Premium family site subscription. If you have a Premiumfamily site subscription you will be able to search for family sites and MyHeritage members without having to buy an extra subscription.   However, if a member has a family site subscription, but wants access to all the collections on the Super Search, he or she will have to buy a separate data subscription or they will have to buy credits. This is because it is not possible for us to offer the historical data for free  because a lot of the historical data comes from partners that require royalties on its use by customers. For example, views of UK census records require fixed royalties to the official UK archives. We cannot give all our subscribers this data for free, else the content partners will not get paid, which is not possible. We also cannot subsidize these content partners by paying them, so that our subscribers could get free data.    Hope this is useful. Please contact me for further comments or questions.   Best regards,   Ilana
Ilana Bierman
Venezuela
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19
RE: cant access records after paying subsription [6]
Lorraine Boyd
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This point should be clearly visible when people are about to sign up I cannot afford to keep paying more all the time so the money I have paid is gone and I have lost it because the site is useless to me it just does not work. Will give up and warn others this is a money trap. I still feel this money was taken from me unjustly and feel people should be warned
Lorraine Boyd
Australia
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20
RE: cant access records after paying subsription [7]
Ilana Bierman
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Dear Lorraine,

Thanks again for your post.

As I wrote before, you purchased a Premium subscription. Not a Data subscription. The main features that the user will get with the subscription are described in the "Upgrade your plan" page which users see before they pay for the subscription. Please see the image attached.

Please do not hesitate to contact me if you would like my assistance to acquire a Data subscription for your site.

Best Regards,

Ilana 

Ilana Bierman
Venezuela
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