Your charge likely occurred because your subscription renewed automatically to maintain your access to our services. It could also be that a free trial period ended, which started your paid subscription. There are other possible scenarios too — here are some things you can do to help figure out the specifics of your charge.
Checking your charge details
Option 1: Check your emails
Look for an email titled "Thank you", or “Update from MyHeritage”, containing details of your charge.
If you purchased a DNA Kit with a free trial, you would have received three "Thank You" emails: one for the DNA kit purchase, one for starting your free trial, and one when your free trial ended and paid subscription began.
Option 2: Check via your account
1. Log in to your account (forgot password?)
2. Click the "Help" icon (top right)
3. Click "Contact Us"
4. Click "Billing & Charges"
You'll see your charge description and options for next steps (cancel subscription, request refund, or get clarification).
If you need more help:
1. Click "Billing questions and clarifications"
2. Click "Continue" (bottom right)
3. Click "Start Chat" (twice)
4. Select "subscription payments"
You'll see your charge description and an expanded set of options for next steps.
No charge showing in your account?
This means you're likely logged into a different account than the one that was charged. This can happen if you accidentally created a second account, if there was a typo in your email address when you signed up, or if you used "Sign in with Apple" — which can create a private, random email address to keep your personal email hidden.
Here's how to find the right account:
Search all your email inboxes, including Spam, for a "Thank You" email from MyHeritage
Check any alternative email addresses you might have used
Log out, then log back in using the correct email address
Follow the steps described in "Option 2" above once you're in the right account
For more ways to identify which account was charged, see: I can't find my account.
Once you're logged into the correct account, you'll be able to view a complete overview of your charges, manage or cancel your active subscriptions, and submit a request for a refund.
Subscribed through the App Store or Google Play?
If you purchased your subscription directly through the MyHeritage or Reimagine app, it's managed by Apple or Google rather than by MyHeritage directly. If you don't see it in your account but are still being charged, make sure you're signed in with the correct Apple ID or Google account. See: How do I cancel a subscription I purchased via the MyHeritage or Reimagine App?
Know which account it is, but can't log in?
If you've found the right account but can't access it — for example, you no longer have access to that email inbox, forgot your password, or run into a Two-Factor Authentication issue — see: I lost access to the email I used to sign up. How do I get back into my account? for self-service recovery options, including our Account Recovery Wizard.