If you’ve recently purchased a subscription but your account status still appears as Basic, or you are being prompted to upgrade to access features you've already paid for, don't worry. This is usually due to a simple login mix-up or the purchase of a specific feature or product.
Follow the steps below to resolve this.
1. Check for a Duplicate Account
The most common reason for this issue is having more than one MyHeritage account. You may have accidentally completed your purchase using a different email address than the one you are currently logged into.
Tip: Search your various email inboxes for a payment confirmation from MyHeritage to identify which email address is associated with your upgrade. It's also worth checking Spam, in case our emails are filtered out.
For detailed instructions on how to locate your correct account, please refer to this guide: I can’t find my account.
2. Did you purchase a specific feature or product?
It is important to note that not every purchase upgrades your overall account status. You can however see all your subscriptions on your "My Purchases" page.
You may still see "Basic" next to your name if:
You purchased a DNA kit: Buying or uploading a DNA kit provides you with DNA results and matches, but it does not automatically upgrade your family tree subscription level.
You paid for a specific service: Some one-time fees (like certain Deep Nostalgia™ animations, Photo Subscription or specific records) allow access to that feature without changing your "Basic" membership status.
You are a guest on a site: If you paid for a subscription on your own site but are currently viewing someone else’s family site, you may appear as a "Basic" member on their specific site.
You have several family sites: If you paid for a subscription on one of your own sites, but are currently viewing your family site that hasn't been upgraded, you may appear as a "Basic" member on this specific site. To switch between your different family sites, please follow the instructions in this article: How can I switch to a different family site if I have more than one site?
How to check: Instead of looking at the "Basic" label, try to use the specific feature you paid for (e.g., viewing a specific historical record or checking your DNA matches). If those features work, your payment was successful!
3. Contacting Support: What we need from you
If you still cannot access your features, our Support Team will need to manually track down your payment or locate the upgraded account. To speed up the process, please use our Contact Us form and include the following details in your message:
The last 4 digits of the credit card used for the purchase. If you used a different payment method, please let us know which one (PayPal, Google Pay, Apple Pay etc.).
The full name appearing on the credit card (or other payment method).
The date the transaction was made.
The exact amount and currency charged.
The Transaction ID or Order ID (found in your confirmation email).
Any alternative email addresses you might have used.
Providing this information upfront allows our agents to resolve your issue much faster!