I have access to my email address, but not my password or 2FA:
If you no longer have access to the email address associated with your MyHeritage account AND forgot your password, or are experiencing issues with your Two-Factor Authentication (2FA) method, please click here. Make sure you're logged out before accessing the link. If we have a phone number linked with your MyHeritage account, we will use that phone number to send you an SMS to help verify your identity.
Please ensure you follow the steps above to update your registered email address to a new email address that you do have access to (in case you ever forget your password). You will have to update your email address to be able to access your MyHeritage account.
I have NO access to my email address:
If the above self-service option should not work for some reason and you still need to contact support, you need to submit relevant information (see below):
Ensuring the security of our users' accounts is of utmost importance to us, and in order to verify your identity, we are required to ask you some questions. Please answer 4 questions of your choice out of the list below.
Please note:
In case you have an active or recent payment on your account, it is mandatory to answer one of the first two questions.
The last 4 digits of the credit card you used when you made the purchase with us.
Provide a Proof of payment in the form of a screenshot or scan, showing the amount, the date of the charge, and the name of the credit card/account holder exactly as it appears on the credit card.
Size of your family tree - approximately.
Full names and exact dates of birth of 3 living people on your family tree (not yourself).
The name of your family tree.
Month of last successful login - approximately.
The information you remember most recently adding or editing on your website.
Year of account creation - approximately.
How many invited members are in the site - approximately.
How many photos are in the site - approximately.
Screenshot of any page on the logged-in site.
If you manage a DNA kit, the activation code of 1 DNA kit. If the kit doesn’t belong to you, please specify the full name of the person it is assigned to.
If you’ve uploaded a DNA kit, provide for at least 1 DNA kit the full name of the person the kit is assigned to, and from which company the test was from (as the uploaded kit was not purchased from MyHeritage).
If you ordered a DNA kit: The shipping address if the kit was bought directly from MyHeritage.
If you have a DNA kit: Name 2 to 3 DNA matches.