Can anyone tell me where I can find the MyHeritage Service Level Agreement - more specifically how long should I be expected to wait from raising a support ticket to receiving a response?
I sent an email to support on the 8/6/18 regarding not being able to get into my original account due to an old email address, and having to create a new account, which does not have all the family tree details of my old account. haven't heard anything back from anyone yet. Any idea how to regain access to my old account please?
Years ago I joined MyHeritage because he features V cost was better than offered by your competition. By getting "premium" membership, I received a whole bunch of benefits not included in the free service, but was limited to 2,500 names. Little by little the benefits disappeared (like full details from matches and research) and became "premium Plus". Now, some of the features that I desired and paid for all those years ago have been moved to "ultimate".
Now I don;t begrudge the small prie increases - that's inflation. And I am always willing to pay more for additional features. But the reality is that features that I signed up for years ago have been removed and to get them back I now need to upfrade to something at a greater price than I can afford.
It seems MyHeritage ignore customer loyalty, and has no qualms about removing features from a plan and charging extra for features that early adopters helped pay for. So I feel that if I was to upgrade, you might just create another plan (Premium ultimate plus infinity?) and move the features I am already paying for out of my reach.
Really disappointed in this approach. While my fees have more than doubled since I first joined, the benefits have halved, so no, I won't be upgrading anytime soon. Pity MyHeritage has lost the family friendly approach and seems happy to gouge long-term customers in this way.
I've followed the prompts from the login page to reset my password. I get the password reset no problem (I've done this many times). However, each time I follow the link in that email, the server responds with an error:
An error occurred. Please try again later.
As I can't login to the site, I've opened this additional account to ask my question.
My other account has all my family tree and DNA data.
I've opened a support ticket, but the only response I've received is the ticket number email reply. No other response - for more than a week.
I've called support, but as I have free accounts, I can't get telephone support.
After using Premium Pus for a month sudenly I was not able to access census information - or in fact any data retrived by the "Research this person" link.
It appears my "Data" subscription had expired (even thought the expiry date says May 2019.
Apparently they give you 1 month of free data - I suspect just so that you wont cancel the account after signing up for Premium Plus and nort being able to do ANY research.
So - all PremiumPlus is good for is getting data from others family tree - getting MyHeritage $250 which they do not deserve.
Their sales department is going to call me back and potentiall offer me a discount - otherwise - Im going to cancel the Premium Plus account and exclusively use ancestry.com which does monthly billing and does NOT have a subscription option that enable you to do absolutely F/A.
My free trial finishes in 3 days - you have my C/C details but I can't see what I am going to be charged! Plenty of info on what levels of membership are available but no indication of prices. I notice in this forum suggestions that you need to write an email to get a price. So seems if I am not careful I get charged for a 12 month top of the line membership payable in full in 3 days. I've tried ringing but the waiting period was too long.
The web site service is terrific but your marketing tactics leave a lot to be desired - please advise without delay my membership options - not just details - I need to know the price and if a monthly subscription is available!
If I have to cancel my C/C I will and lose a lot of hours of my time building my family tree - but there is no way I will be tricked into membership like you appear to be doing!!!!
Sorry, could I have my money back and cancel subscription? I used site only for a few minutes after subscription, then I was logged out and couldn't authorised again. The money were took from credit card 03 of May 2018. I know my account ID, name and surname and my credit card bounded to account. I can't restore my password by e-mail because of errors. Wrote to support but there was no reply. Please help!
I was unable to figure out how to sign up for my initial membership to MyHeritage through my Legacy Family Tree offer. After several e-mails and phone contacts with both Jack and Shawn I was able to get everything resolved successfully. Thank you to MyHeritage for providing such available and good support, and to Jack and Shawn for their help.
You did not have permission to take my money out of my account you guys are conveniently closed due to severe weather there is no severe weather right now in the United States I don't even know what you guys are talking about so far you should be open from 7 to whatever and you guys are conveniently closed haven't been able to get ahold of you I have gotten ahold of my bank and I'm disputing my charges and I will be taking extra precautions to make sure that you guys can not just steal from unsuspecting people.
Returning to MyHeritage site after some time, my account now states - "The subscription plan of your family site has expired. All data is intact. To restore full access to your family site, extend your subscription"
I would be happy to extend my subscription if the annual subscription had not already been charged to my credit card on 8/6/17 by BLS*MYH FAMILYLINK.
Could someone please explain why my site has expired???
Is there a way to link the library edition access I have through RB Hayes Library to my DNA results (also my Family tree) so that I can access other trees and can save data to my family tree
to whom it may concern i have been trying to cancel this subscription to myheritage.com i do not want this subscription its not what i thought i needed please cancel me now
I have used 4 other genealogy sites and this one is substandard by comparison to all of them.
I paid a subscription but wheneven I try to do anything I am told to pay more. No I will not and in fact I think I should have a refund.
I am invited to adopt other peoples lines which I can see have mystakes in them but it also meanms that other people get my research which is 100 per cent double checked and evidenced with primary reseach.
I think there are people just collecting hundreds and thousands of people for their trees. Why if they are not checked?
Signed up for a trial of the family tree and it asked for telephone verification. No idea why.
Anyway it doesn't work. It tries to call me with the correct number every time and fails. It's a mobile phone, I have no alternative. The country code is correct and obviously there is no area code. I've tried a few combinations but no success.
Anyone had the same thing happen? Does it even matter?
The #MH42A33K ON ONE OF OUR KITS KEEPS GETTING REJECTED ! IT SAYS THERE IS NO SUCH KIT NUMBER. PLEASE HELP ME RECTIFY THIS PROBLEM AS THE KIT HAS BEEN PAID FOR !
I think it has been a month now I ordered the kit . I filled the wrong address
information in my fault completely. The next day I called gave them the right address on the
phone , I was told don’t worry about it you’ll get it .
i have posted here before no answer from MyHeritage. I have called left messages with my account number.
twice sat on hold for over and hour only to get disconnected. And then to sit at #4 for half an hour more and
not get though. They emailed me back confirmed the wrong address again so I emailed them the right Address. No response back . I have gone online where you can email them the right address information well I did that guess what ?? Nope no response no kit. Where is the customer service here I have called enough time
emailed them enough times and I’m still in the same spot
I ordered the kits on 27 November and they were shipped 5 December. Nothing is showing on DHL Tracking after 11 December. I want to know when I can expect these kits as I will not spending too much time in this locality after the Christmas holidays. What email address can I use for MyHeritage?
I used the webiste once about a month ago, at no point do i recall setting up a payment plan for anything. I used it probbly for about 10 minutes? They have charged me £98 and i really need that money back. I lost my job about 2 weeks ago and have £20 left to last until January.
i've called that customer service line but my phone has been cut off and i couldnt get through, please somebody help.
Hi I'm unable to add any more people to my family tree I only have 259 people at the minute I'm using the app but tried through the Internet too and still doesn't let me do it
it also isn't letting me contact my dna matches someone said they was going to call me back last Friday but they never did
Have spent about an hour trying to correct our account. My wife passed away in july and I just payed you $175 to upgrade. I can't get through to so called help group to change the name from my wifes to mine. When I signed up I used my name but it wasn't changed. Your help group ( your computer ) dosen't know who I am. I talked to someone who found me but he could not help me and sent me to your help computer who dosen't know me again. So here I am waiting for a call back thats not going to come. So please cancell my subscription. Thank you, Charles Kimball
I bought 2 DNA kits in my account, one for me and the other for my wife, but guess what? we mixed it after activating.
But I managed throught the website to change the DNA kit for her, but mine I can't, I've alredy called support, after almost an hour waiting I lefted a message to be contacted after, but no contact was made.
Tried to send a message through twitter, but no answer.
Anyone knows how I can contact any sort of support from MyHeritage?
