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Author Topic: Myheritage.com  (Read 1077 times)

Offline Aussiekev

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Myheritage.com
« on: Wednesday 24 April 19 14:00 BST (UK) »
Hello, just wondered if anyone has ever 'lost' their family tree on Myheritage.com website.  I haven't used it for a long time but recently found further information to add to it.  Unfortunately and depressingly, I can no longer find my tree.  I have contacted Myheritage and been told that I must have deleted it.  It took a very long time to put it together and there's no way I would have done that.   Has anyone else had a similar experience by any chance? 

Thank you.

Offline Guy Etchells

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Re: Myheritage.com
« Reply #1 on: Wednesday 24 April 19 18:05 BST (UK) »
Quote from: Aussiekev on Wednesday 24 April 19 14:00 BST (UK)
Hello, just wondered if anyone has ever 'lost' their family tree on Myheritage.com website.  I haven't used it for a long time but recently found further information to add to it.  Unfortunately and depressingly, I can no longer find my tree.  I have contacted Myheritage and been told that I must have deleted it.  It took a very long time to put it together and there's no way I would have done that.   Has anyone else had a similar experience by any chance? 

Thank you.

No never had that experience but many others have on various web sites, the advice is always keep your family tree on your home computer and only upload copies online.

I have a number of websites on Rootsweb which were taken down for quite a long time but because I had the data on my home computer I managed to upload it to another site until Rootsweb went back online.

Even when you keep data on your home computer always keep back-up copies seperately

Cheers
Guy
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Offline Craclyn

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Re: Myheritage.com
« Reply #2 on: Wednesday 24 April 19 19:09 BST (UK) »
I have never lost my tree, but I have one that I can do nothing with at present. I have over the number of profiles for a free tree and my subscription expired last week. I now have the option of downgrading to the free option or extending my subscription to continue using the full tree. Perhaps it disappears completely if you do not make that decision within a specified time frame.
Crackett, Cracket, Webb, Turner, Henderson, Murray, Carr, Stavers, Thornton, Oliver, Davis, Hall, Anderson, Atknin, Austin, Bainbridge, Beach, Bullman, Charlton, Chator, Corbett, Corsall, Coxon, Davis, Dinnin, Dow, Farside, Fitton, Garden, Geddes, Gowans, Harmsworth, Hedderweek, Heron, Hedley, Hunter, Ironside, Jameson, Johnson, Laidler, Leck, Mason, Miller, Milne, Nesbitt, Newton, Parkinson, Piery, Prudow, Reay, Reed, Read, Reid, Robinson, Ruddiman, Smith, Tait, Thompson, Watson, Wilson, Youn

Offline bevj

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Re: Myheritage.com
« Reply #3 on: Wednesday 24 April 19 19:53 BST (UK) »
Quote from: Craclyn on Wednesday 24 April 19 19:09 BST (UK)
I have never lost my tree, but I have one that I can do nothing with at present. I have over the number of profiles for a free tree and my subscription expired last week. I now have the option of downgrading to the free option or extending my subscription to continue using the full tree. Perhaps it disappears completely if you do not make that decision within a specified time frame.

I don't think so.
I used to have a tree on MyHeritage which somehow exceeded their 'free' limit.  Every time I opened it (going on for at least five years) I got a banner message saying that I needed to upgrade if I wanted to add anyone else, but the tree did not disappear and it stayed as it was until I eventually deleted it for other reasons.

Bev
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Brittain - Beds. and W. Australia

Offline sugarfizzle

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Re: Myheritage.com
« Reply #4 on: Thursday 25 April 19 07:31 BST (UK) »
Quote from: bevj on Wednesday 24 April 19 19:53 BST (UK)
Quote from: Craclyn on Wednesday 24 April 19 19:09 BST (UK)
I have never lost my tree, but I have one that I can do nothing with at present. I have over the number of profiles for a free tree and my subscription expired last week. I now have the option of downgrading to the free option or extending my subscription to continue using the full tree. Perhaps it disappears completely if you do not make that decision within a specified time frame.

I don't think so.
I used to have a tree on MyHeritage which somehow exceeded their 'free' limit.  Every time I opened it (going on for at least five years) I got a banner message saying that I needed to upgrade if I wanted to add anyone else, but the tree did not disappear and it stayed as it was until I eventually deleted it for other reasons.

Bev

I too exceed the limit for a free tree, by several thousand.  I have never had a subscription to MyHeritage, but when I uploaded my DNA there, I also uploaded a gedcom.

The banner that Bev alludes to is there each time I go on the site, but I just ignore it. Once I had a phone call from them, suggesting that my tree was too big, and offering me a reduction in my subscription.

I politely declined and asked the chap where he got my telephone number from, as I hadn't given it to them. He politely declined to tell me!

This was over a year ago now and my tree is still there, still useable, though I can't expand it with any more people. I can add information and records if I want to do so, but I just leave it there for DNA purposes.

Regards Margaret

STEER, mainly Surrey, Kent; PINNOCKS/HAINES, Gosport, Hants; BARKER, mainly Broadwater, Sussex; Gosport, Hampshire; LAVERSUCH, Micheldever, Hampshire; WESTALL, London, Reading, Berks; HYDE, Croydon, Surrey; BRIGDEN, Hadlow, Kent and London; TUTHILL/STEPHENS, London
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Offline Aussiekev

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Re: Myheritage.com
« Reply #5 on: Thursday 25 April 19 08:07 BST (UK) »
Hi and thanks for your comments on the subject of my lost tree.  I  know I am also to blame for the situation.  I shall just have to start again however I won't be using Myheritage again. 

Offline Ruskie

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Re: Myheritage.com
« Reply #6 on: Thursday 25 April 19 09:23 BST (UK) »
My Heritage made some changes at the end of last year, specifically related to DNA. You now need to make a payment to “unlock” various (useful/vital) features if you upload your raw data from another testing company. I have no idea if this impacted trees or they made changes to trees as well (I don’t have a tree on My Heritage). You should have received notification if any upcoming changes at the time though. Unlikely to be related to your lost tree, but if they were fiddling around they may have messed something up.  :)

If you are sure you did not delete your tree and the reply you received from My Heritage was dismissive or unhelpful, you could try contacting them again. You might find a different customer service rep is more helpful than the one who dealt with your enquiry previously. If they can tell you the date they claim you deleted your tree you may be able to work out if you had accessed the site and your tree at that time, and if not, the issue might be at their end.

However if you think you might have deleted it, might they be able to reinstate it?

No idea really - but it won’t do any harm to ask the question again.  :)

Offline Aussiekev

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Re: Myheritage.com
« Reply #7 on: Thursday 25 April 19 10:22 BST (UK) »
Hi
I've spoken to 3 different customer service reps at MYHeritage..including the second one who said he was going to be my "dedicated" rep and would find the solution...he then passed me on to the third rep.
I've now asked them if they have archive backups of their system...surely they must..so we'll see.
I'm not hopeful...I am very upset though.

Offline Ruskie

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Re: Myheritage.com
« Reply #8 on: Thursday 25 April 19 10:35 BST (UK) »
Quote from: Aussiekev on Thursday 25 April 19 10:22 BST (UK)
Hi
I've spoken to 3 different customer service reps at MYHeritage..including the second one who said he was going to be my "dedicated" rep and would find the solution...he then passed me on to the third rep.
I've now asked them if they have archive backups of their system...surely they must..so we'll see.
I'm not hopeful...I am very upset though.

I hope they can help you Kev.   :-\
Let us know how you get on.
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