Whether you're looking for a quick answer, need help with your account, or want to speak with someone directly — we've got you covered. In this article, you'll find a full overview of all the ways to get support at MyHeritage, from self-service tools to personalized assistance.
You can access all support options either:
Via the Help tab in the top right corner of your family site
Or directly at https://www.myheritage.com/contact-myheritage
Self-Service & Help Resources
📚 Help Center — www.myheritage.com/help-center
Search our extensive FAQs to learn how features work or understand why something might be happening. When you're logged in, some articles also include self-service buttons so you can take action directly — no need to contact us at all.
🛠️ Self-Service Tools
Logged-in users can manage billing, shipments, and account settings directly via self-service buttons — available in relevant Help Center articles and in the Contact Us form. Look out for the orange buttons.
Contact Support
💡 Tip: The most effective way to reach us is through our Contact Us form. The more detail you provide upfront, the faster we can help!
Our bot (available to logged-in users with a paid MyHeritage subscription or a DNA kit, including one received as a gift)
Access it via the chat icon in the bottom right of our Contact Us page.
It can handle billing, shipments, and account issues — and escalate to email if needed.
Our Conversational AI bot (available to all logged-in paying subscribers)
A more advanced experience with natural conversation, instant resolution, and the ability to upload attachments. If your issue needs further attention, it can escalate to email. You can also view all your past and ongoing conversations by clicking the back arrow in the top left of the chat window and selecting Messages in the bottom right.
Submit detailed inquiries — including screenshots and files — via the Contact Us form. You don't need to be logged in to use this option.
Phone Support
For complex situations best handled by voice, our agents may offer scheduled outbound calls (usually in English).
Priority Support
Response priority is based on your subscription level and the nature of your inquiry.
Additional Resources
Knowledge Base — education.myheritage.com
In-depth educational content to help you master genealogy research and get the most out of MyHeritage.
MyHeritage Wiki — myheritage.com/wiki
A community-led resource covering family history research from around the world — family trees, historical records, DNA, and more.
MyHeritage Blog — blog.myheritage.com
Feature announcements, news, and user stories. Have an amazing family story to share? Submit it here.
Need Help With Your Research? — legacytree.com/myheritage
MyHeritage has partnered with LegacyTree, where you can hire a professional genealogist to assist with your research.
How to Get the Most Out of Your First Contact
The more you share upfront, the fewer follow-up questions we'll need — and the faster we can resolve your case. Here's what helps most:
Include any error messages — even if they seem cryptic, they're useful to our team.
Attach screenshots or files — such as proof of payment, via the form or the bot.
Tell us your platform — mobile app, desktop software, or website (and which browser).
Describe when and where — when the issue started and exactly where in MyHeritage it's occurring. If you have multiple accounts or family sites, let us know which one is affected. (What's the difference between an Account, a Family Site, and a Family Tree?)