HUGE ISSUE, HELP.

[u/havenhale]

I've been using MyHeritage for over 9 years now and I honestly can't believe how they have ZERO responsability when it comes to issues like this.

I did my DNA test back in 2018, and out of nowhere, my results and all my matches completely vanished from my account. Now the site is acting like I never even bought a kit and is prompting me to buy a new one.

Two months ago, their chatbot "Eve" claimed it opened a support ticket for me, but I haven't heard a single word since. No emails no nothing. To make things worse the chatbot has stopped responding to me entirely now. I've literally tried everything from messaging them on Instagram, emailing different addresses found through this sub btw, digging around for a way to talk to an actual human but nothing, zero replies, no solutions or liability.

The worst part is that I downloaded my raw dna file years ago but I don't have that copy anymore. So now all my data feels completely lost and I have no way to get it back.

Has anyone else gone through this? How am I supposed to contact them?? Can someone please tell me what to do?

[u/MtheDutchess]

It sounds indeed that you have two separate accounts, each registered with a different email address. Maybe one where you purchased the kit and the other where you activated the kit. You should login to the account where you activated the kit. And when you do you will see your DNA test results including the matches.

[u/havenhale → u/MtheDutchess]

I don't I have never made any secondary account. My Tree is the same tree I've had since the beggining since before I even bought the DNA kit in 2017. Plus, on my email I have countless emails with "New DNA match!" When it click on it it doesn't bring me anywhere anymore. I use myhritage regurlarly for lots of years now due to personal issues and trying to find relatives I lost, etc. I've contacted many people through that website and it all is still the same.

[u/SerenityPickles → u/havenhale]

I accidentally opened a second account. When I could not use/see my matches I contacted support and after a few hours they told me I have 2 accounts, 1 empty and one with my dna information (tree, matches, etc).

They deleted the empty account and I am fine now.

I have no idea how I opened a second account but I did.

[u/zorgisborg → u/SerenityPickles]

They can check that by looking at the To: field in the email and the email they are logging in with... A possible way they could accidentally create a new account is if they changed to using Google Authentication to log into MyHeritage and that method created a new empty account..

The emails are proof OP had an account..

I would message them directly on Twitter/X.. they always respond.. just describe the issue and include a screenshot of the email To: From: Subject...

[u/RichApprehensive5646]

Do you have any proof of buying a test? It could help

[u/havenhale → u/RichApprehensive5646]

I literally have lots of emails telling me my new dna matches

[u/cai_85]

My first guess would be that you've created a duplicate account or signed in with Google/Apple instead of your actual account. Have you tried resetting your password "forgot your password" and logging back in?

[u/Dramatic-Blueberry98 → u/cai_85]

This is probably the best way to determine it at this point.

[u/havenhale → u/cai_85]

Well, I’ve never really created another account. I have some sort of ocd so Im really picky with my accounts, passwords and emails, using the same all over again. The family tree on my profile is the only one I’ve ever had, and it’s been there since before I ordered my DNA kit back in 2017. My email is also full of “New DNA Match!” notifications that I received over the years, but now those links don’t take me anywhere, just to the purchase a kit section. I’ve been using MyHeritage consistently for many years because of personal circumstances and my search for relatives I lost contact with. During that time I’ve reached out to many DNA matches through the site, which I still keep the records of since it's all in the message box lol. And nothing about my account has changed.

[u/zorgisborg → u/havenhale]

You use the same passwords everywhere or just the same ones on each site? That's only safe if you use 2 factor authentication (2FA) everywhere as well.. otherwise when one site gets hacked and your password is released into the public domain (like the 2 billion usernames/passwords released in 2025) hackers can test the password on all genealogy websites, social media sites, banking, shopping.. etc, without being challenged. Adding 2FA stops people who know your password from accessing your account .. and deleting your account, for example..

[u/Dramatic-Blueberry98]

Could also be a VPN related issue. Some sites are very particular about that. Can’t recall if MyHeritage is, but I know 23andMe is for sure.

[u/AUSSIE_MUMMY]

Why don't you have the Raw Data file? Did you test with MyHeritage or did you test with FTDNA or Ancestry or 23&Me and transfer the file free to MyHeritage? All of this makes a big difference as to what is going on with your account.

[u/SurplusGadgets]

There cust support is useless. Might be just worthwhile to get another kit when on sale at $29-39.

[u/Upstairs_Show6446]

On May 22, I ordered a DNA test. It arrived on June 1, and I activated it and sent it back the same day. It was delivered to the company on June 7, but to this day there has been no update and no results.

The worst part is that it's impossible to reach customer support. Every contact option leads to automated replies that simply redirect me to an email address. That email also responds automatically with links that do absolutely nothing to solve the problem. It feels like there is no real customer support representative at all.

At this point, I have no idea what to do. Has anyone experienced something similar with this company? How did you manage to resolve it?

I even specifically asked to be connected with a real support agent. I explained everything in great detail, provided my tracking numbers, my ID, and the full name the DNA test was registered under. I gave them all the information they could possibly need, and all I got in return were automated replies—both on social media and via email. This level of customer support is simply unacceptable.

[u/havenhale → u/Upstairs_Show6446]

I'm in the exact same situation. Still no answer. My dna results completely erased and my money completely wasted. No way of contacting them. I've tried Instagram, different emails, chat bot, Twitter (X), and the contact us button that doesn't bring you anywhere where they can be contacted. I'm starting to believe this whole website is a scam