If you've been told your refund is on its way and you're wondering when it will arrive, you're in the right place. Here's what to expect after a refund has been issued.
Once your refund has been approved and issued, you'll receive a confirmation email from us. The subject line includes the name of the plan or product being refunded, so you can recognize it easily — for example, a refund for the Complete plan arrives with the subject line "Refund issued for MyHeritage Complete Plan".
Refunds are returned to the original payment method used for the purchase. In most cases the money appears within a few business days, though it can take up to 10 business days depending on your bank or payment provider. This is the standard timeframe regardless of whether you paid by credit card, PayPal, or another method.
If your refund still hasn't arrived, or you paid through an app store or have an open dispute, the sections below cover what to do in each case.
If you're not seeing your refund yet
If it's been fewer than 10 business days, the refund is most likely still being processed on your bank's side, and there's nothing further you need to do — it should appear shortly.
If 10 business days have passed and you still don't see the funds, contact us and we'll help you trace the payment. We can provide an ARN (Acquirer Reference Number) — a unique code that identifies your specific refund transaction. Your bank can use it to locate the funds quickly on their end.
If you subscribed through an app store
If you purchased your subscription through the Apple App Store or Google Play, your refund is handled by that store rather than by MyHeritage. This means we're not able to issue or track the refund ourselves, and the timeframe above may not apply.
To check on a refund for a purchase made through one of these stores, you'll need to contact them directly through their own support channels.
If you've opened a dispute or chargeback
If you've opened a dispute or claim through PayPal, this can affect how we're able to process your refund:
A full refund can still be issued while a PayPal dispute or claim is open.
A partial refund cannot be issued while a dispute or claim is open. In this case, the dispute needs to be closed first so we can process the refund — contact us and we'll guide you through how to do that.
If you've opened a chargeback on the transaction with your bank or payment provider, we won't be able to issue the refund directly. Instead, the payment is reversed by your provider, and this process is managed on their side, which can take additional time. If you're waiting on a refund from us, opening a chargeback may slow things down rather than speed them up.