Cancel MyHeritage the easy way

Service summary

MyHeritage is an online genealogy platform and DNA testing service that provides family tree management, access to historical records and DNA matching tools. The company operates genealogy search tools and premium family-site subscriptions plus separate data subscriptions for historical records.

Who uses it

The service is marketed to people researching family history, tracing ancestry lines and users who want DNA-based ethnicity and match reports.

Types of subscriptions

MyHeritage offers family-site subscriptions (Premium, PremiumPlus, Complete, Omni), separate Data subscriptions for record search and DNA-related features. See the official pricing page for plan details and current promotions.

Official pricing and plan descriptions are listed at MyHeritage pricing.

Web - cancel via MyHeritage website

1. Log in at myheritage.com.
2. Click the Help icon in the top right corner.
3. Choose Contact Us, select Billing & Charges and open a ticket stating you want to cancel the automatic renewal of your subscription.
4. Save the ticket number and copy of the email reply for proof.
5. Follow any instructions from support regarding refunds or confirmation.

iOS - cancel through App Store

1. Open the Settings app on your iPhone or iPad.
2. Tap your name at the top, then Subscriptions.
3. Find MyHeritage in the list and tap Cancel Subscription.
4. Keep the Apple confirmation email or screenshot as proof.

Android - cancel through Google Play

1. Open the Google Play Store app.
2. Tap the Menu icon, then Subscriptions.
3. Select MyHeritage and tap Cancel subscription.
4. Keep the Google Play confirmation email for proof.

Phone

1. MyHeritage does not publish a public UK support phone number; the company directs users to file an online support ticket via the website.
2. If you require phone contact, submit a ticket via Help > Contact Us and request a phone callback from support.
3. Record ticket number and any callback confirmation email as proof.

Email / Support Ticket

1. Log in and go to the Help icon > Contact Us > Billing & Charges.
2. Describe which subscription you want to cancel and provide order ID or proof of payment if asking for a refund.
3. Attach payment image files if requesting a refund as stated by MyHeritage.
4. Keep the support ticket number and replies for your records.

Post - registered letter

1. Draft a letter naming the subscription tier, the date of purchase and a clear statement that you Cancel the automatic renewal.
2. Send the letter by Recorded Delivery to: MyHeritage, Unit 4635 PO BOX 6945, W1A 6US London, United Kingdom.
3. Keep your proof of postage and delivery receipt as documentary evidence.

Official cancellation guidance is provided by MyHeritage at How to cancel automatic renewal and app-store cancellation steps at How to cancel a subscription purchased via the app.

Cooling-off period (14 days)

Rule: Under the Consumer Contracts Regulations 2013 UK consumers have an unconditional right to cancel within 14 calendar days from the date of initial online subscription purchase and obtain a full refund, subject to deductions for services already consumed if you requested immediate access.

Required documents: proof of purchase (order ID or payment receipt). Action: submit a support ticket via the Help icon > Contact Us > Billing & Charges and request a refund citing the 14-day right.

Applicable law: Consumer Contracts Regulations 2013.

Price increase

Rule: If a contract contains an automatic renewal clause with a price increase, the contract terms and the notice provided determine your rights. MyHeritage must provide adequate notice in its terms and allow you to refuse renewal and cancel.

Required documents: copy of the renewal notice or billing showing the increase. Action: contact support via the website and request cancellation if the new price is not accepted. If terms are unclear, escalate to Citizens Advice or Trading Standards.

Applicable law: Consumer Contracts Regulations 2013; Consumer Rights Act 2015.

Death of subscriber

Rule: MyHeritage does not publish a specific death handling procedure in its public help pages. Billoff recommends contacting MyHeritage support by ticket and providing formal proof.

Required documents: death certificate and proof of authority (executor or next of kin). Action: submit documents via support ticket and request account closure.

Applicable law: Consumer Rights Act 2015 regarding service performance and contract termination; specific contractual terms apply.

Legitimate ground (service not provided / poor quality)

Rule: Under the Consumer Rights Act 2015 digital services must be carried out with reasonable care and skill. If MyHeritage fails to provide the service described, you may request remediation or a refund.

Required documents: examples of defective service (screenshots, dates, support correspondence). Action: open a support ticket and cite the Consumer Rights Act 2015.

Applicable law: Consumer Rights Act 2015.

End of commitment

Rule: If you subscribed to an annual plan, cancellation submitted during the year typically takes effect at the end of the paid period. MyHeritage public notes indicate annual fees are generally not pro-rated after the cooling-off period.

Required documents: subscription ID and purchase date. Action: cancel auto-renewal before the renewal date using the website or send a recorded post to the UK postal address.

Contractual exceptions accepted by MyHeritage

Rule: MyHeritage accepts refund/adjustment requests via the Help > Contact Us > Billing & Charges flow; purchases through App Store or Google Play have refunds handled by Apple or Google directly.

Required documents: payment proof image files when requesting a refund via MyHeritage. See How can I request a refund and Where is my refund.

Before you cancel: try negotiation

Retention offers: publicly available research shows no specific documented retention discount offers from MyHeritage. To ask for a retention offer, open a support ticket via Help > Contact Us > Billing & Charges, explain why you want to leave and request a promotional renewal price for the next year or a downgrade to a lower plan.

How to ask: include your subscription tier, renewal date and a clear request such as "Please offer a lower renewal price or a one-year discount to retain my subscription." Save any written offer from support as proof.

What cancelling saves you - yearly calculation

We compare MyHeritage annual list prices from the official pricing data against the cheapest competitor in our research.

MyHeritage Premium annual price: £89 per year (standard). MyHeritage Complete annual price: £229 per year. MyHeritage Data annual price: £129 per year.

Cheapest competitor in our set: TheGenealogist annual price: £59.95 per year.

Yearly saving by switching from MyHeritage Premium (£89) to TheGenealogist (£59.95): £89 - £59.95 = £29.05 per year.

Example math: £89 - £59.95 = £29.05 saved annually.

If you instead cancel a MyHeritage Complete plan at £229, switching to TheGenealogist saves £229 - £59.95 = £169.05 per year.

Key UK consumer laws

Consumer Contracts Regulations 2013: provides a 14-day cooling-off right for distance contracts entered online, with a full refund available within the period (deductions permitted for services already consumed if immediate start was requested).

Consumer Rights Act 2015: digital content and services must be provided with reasonable care and skill; unfair contract terms, including excessive cancellation penalties, are not binding.

Regulators and escalation routes

Regulators: Competition and Markets Authority (CMA) provides general oversight; local Trading Standards enforce consumer protection.

Escalation steps: 1) complain to MyHeritage support via the website; 2) contact Citizens Advice for guidance; 3) if payment was made by credit card, consider a Section 75 claim or a bank chargeback for qualifying transactions; 4) contact Trading Standards or report to the CMA if auto-renewal terms appear unfair.

App store purchases and refunds

Purchases via Apple App Store or Google Play are refunded and cancelled by Apple or Google, not by MyHeritage. Use the account subscription management in the relevant store to cancel and request refunds.

Check access and final billing

After cancellation, your subscription typically remains active until the end of the current paid period. Verify the final billing date in your account and confirm that auto-renewal is disabled. Keep the cancellation confirmation email or support ticket number.

Data retention and export

Export family trees and download DNA or matching reports before cancellation if you need copies. Contact support to request data export steps if unclear. MyHeritage maintains data according to its privacy policy and terms; request deletion via account settings or support if you want your data removed.

Re-activation and re-subscription

You can re-subscribe at any time. If you re-subscribe later, previous trees and data may remain available depending on account status and the plan you select. Keep login credentials and exported copies to avoid data loss.

Follow this checklist to cancel with proof and minimise unwanted charges.

• Find your order ID and payment receipt in your account or email.
• Decide which cancellation channel you will use: website ticket, App Store, Google Play or recorded post.
• If purchased via iOS or Android, cancel in the App Store or Google Play - do not rely on uninstalling the app.
• If you want documentary proof, send a registered letter to MyHeritage, Unit 4635 PO BOX 6945, W1A 6US London, United Kingdom, and keep delivery receipt.
• If you request a refund, attach image files of payment proof to the support ticket as required by MyHeritage.
• Save support ticket numbers, email confirmations and screenshots of cancellation pages.
• Export family tree data and download any important reports before losing access.
• If rejected, contact Citizens Advice and consider Section 75 or chargeback if eligible.