To resolve your questions as quickly and accurately as possible, we have developed a multi-channel support system.
You have access to various self-service options,our email support, our bot and live chat with a human agent - all implemented via our Contact Us page which you can reach at https://www.myheritage.com/contact-myheritage
You of course also have our Help Center, our educational Knowledge Base, our community-led Wiki for genealogy and you can also hire a professional genealogist via our partners at LegacyTree.
You can access all of these via the Help tab in the top right corner of your family site or via direct URLs:
Here is a breakdown of all the ways you can receive guidance or support assistance:
Help Center www.myheritage.com/help-center: Search our extensive FAQs to learn how to do things or understand why things might be happening. In some articles, you will also find self-service buttons if you are logged into MyHeritage:
Self-Service: Logged-in users can manage billing, shipments, and accounts via our self-service tools which you can find in various Help Center articles (see above) as well as in the Contact Us form. These self-service buttons are marked in orange in the contact us form and look like this:
Our bot: Available for all logged-in subscribers via our contact us page. It can handle billing, shipments, and account issues, instantly resolve cases and escalate your case to a live chat agent (during business hours) or email, if needed. Just click on this icon in the bottom right:
Our Conversational AI bot: Available for all logged-in paying subscribers via our contact us page, offering natural conversation, instant resolution, and possible connection to live chat agents (during business hours) or escalation to email for more complex issues. You can also upload attachments to our chat.
For your convenience, you are able to see all your past or ongoing conversations with our bot by clicking the back arrow in the top left corner of the chat window and navigating to your 'messages' in the bottom right corner of the chat interface.
Email: Submit detailed inquiries with attachments (screenshots and files) via the Contact Us form- even if you are unable to log in!
Phone support: We recognize that some complex situations are best handled through a direct conversation. So our agents may offer scheduled outbound calls, usually in English, for such cases.
Priority support: Inquiries are prioritized by the subscription level of the submitting MyHeritage member, as well as the nature of the inquiry.
Knowledge Base https://education.myheritage.com/: Our additional educational content to help you master your genealogy skills and help you make the most of your research.
MyHeritage Wiki https://www.myheritage.com/wiki/Home: The MyHeritage Wiki is the go-to community-led resource on researching family history around the world using family trees, historical documents, and DNA.
MyHeritage Blog https://blog.myheritage.com/ : Feature announcements, MyHeritage news, user stories and more. If you would like to share your amazing family story, you too can send it to us here https://blog.myheritage.com/share-your-story/
Help with your research: https://www.legacytree.com/myheritage MyHeritage partnered with LegacyTree where you can hire a professional genealogist to help you with your research
How to Get Help:
In summary, the most effective way to get support is by visiting our Contact Us form https://www.myheritage.com/contact-myheritage .
The more information you provide in your first contact, the less follow up questions our agents will have for you and the faster we will be able to resolve your case! Therefore provide as much detail as you can and be as specific as possible:
Be sure to include the details of any error message you might be receiving. The error message might not mean anything to you - but they do to us!
Upload screenshots or files such as a proof of payment via the form or the bot!
Let us know whether you are using the mobile app, our software or the website (and if so, which web browser).
Let us know when the issue started or where exactly in the platform it is happening. If you have more than one account or more than one family site, please specify which one is affected. You can find instructions how to find this information here: What is the difference between an Account, a Family Site, and a Family tree?