If you paid for a MyHeritage subscription but can’t use a feature, the most common reasons are that the feature isn’t part of your subscription, that you’re logged in to a different account, or that you’re viewing a family site the subscription doesn’t apply to. This article helps you check each reason.
Does my subscription include the feature?
Each MyHeritage subscription includes different features. For example:
A Premium or PremiumPlus subscription includes family site features, such as Smart Matches. It doesn’t include historical records or Record Matches, which need a Data subscription.
A Data subscription includes historical records and Record Matches. It doesn’t include family site features, such as Smart Matches.
The Complete Plan combines a PremiumPlus subscription with a Data subscription.
To check which subscription you have, see: Where can I see the status of my subscription?
To see what each MyHeritage subscription includes, see: What Types of Subscriptions Does MyHeritage Offer?
To learn how family site subscriptions and Data subscriptions differ, see: What’s the difference between a Family site subscription and a Data subscription?
Am I logged in to the right account?
If you have more than one MyHeritage account, you may have paid with a different email address than the one you’re logged in with. Search your email inboxes, including your spam folder, for a payment confirmation from MyHeritage. The email address that received it is the one linked to your purchase. Log in to MyHeritage with that email address.
If you’re not sure which email address you used, see: I can’t find my account
Am I on the right family site?
A MyHeritage Premium, PremiumPlus, Complete Plan, Omni Plan, or Photo subscription applies to one family site. It works only on the family site it was bought for. A MyHeritage Data subscription applies to your whole account.
If you have more than one family site, make sure you are on the family site you bought the subscription for. To switch between your family sites, see: How can I switch to a different family site if I have more than one site?
If you paid for a subscription on your own family site, but you’re viewing someone else’s family site, you may appear as a Basic member on that site.
What if I paid for the wrong family site?
If you bought a subscription for the wrong family site, contact MyHeritage Support. The article below lists the information to send: If I upgraded the wrong family site, can you transfer the subscription to the right site?
If you would rather keep your family tree on a family site that already has a subscription, see: Can I move my family tree from one family site to another?
What if I still can’t access the feature?
If you checked your subscription, your account, and your family site and still can’t access the feature, contact MyHeritage Support and include the details of your payment. To see which details to include, see: I paid but my account still says Basic?
If you’re not sure which subscription includes the feature you need, you can contact the MyHeritage sales team on the MyHeritage contact page.