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Frequently asked questions
Cancel Myheritage: The Right Way
How to cancel Myheritage in new zealand: protect your account, reclaim your data, and stop unwanted charges
What is Myheritage and why cancellation matters
Myheritage is an online genealogy and DNA testing platform that allows you to build family trees, search historical records, and access genetic matching services. The platform offers both free and paid subscription tiers. Free access provides basic family tree building, while paid plans unlock advanced record searches, DNA analysis tools, and premium ancestry databases.
You might cancel Myheritage for several reasons: you have completed your genealogy project, the service does not meet your expectations, you no longer use the platform regularly, or you want to reduce ongoing subscription costs. Whatever your reason, understanding your cancellation rights under New Zealand consumer law is essential to protecting yourself from unwanted charges and data loss.
The financial impact of staying subscribed
Subscription fees accumulate quickly if you forget about active accounts. Monthly charges can continue indefinitely, even if you have not accessed Myheritage in weeks or months. Taking action now prevents billing surprises and puts you back in control of your digital expenses.
What happens to your data when you cancel
Cancelling your Myheritage subscription does not automatically delete your family tree or genealogical records. Upon cancellation, you typically retain read-only access to your data for a limited period, allowing you to download or back up your information before losing access. Yafee recommends downloading your complete family tree before you submit your cancellation request, ensuring you preserve years of research.
Your consumer rights under new zealand law
New Zealand's consumer protection framework provides you with significant safeguards when purchasing digital services, regardless of where the supplier is based.
Consumer guarantees act protections
The Consumer Guarantees Act (1993) is the primary law protecting you when you buy services in New Zealand. Under this Act, Myheritage must supply a service that is of acceptable quality, fit for purpose, and delivered within a reasonable timeframe. If the platform fails to meet these guarantees, you have the right to request a refund, replacement service, or compensation.
These protections apply even if Myheritage's head office is located overseas. If Myheritage supplied the service to you in New Zealand, New Zealand law covers you. If you paid for premium features that did not function as advertised, or if the service became unreliable, you can invoke these guarantees.
Your legal position: You do not need to accept a sub-standard service simply because it was purchased online. The supplier must deliver what they promised, or you are entitled to a remedy.
Fair trading act safeguards
The Fair Trading Act (1986) prevents Myheritage from misleading you about pricing, features, or billing practices. If you were charged without clear consent, or if advertising claims about the service were inaccurate, you have grounds to lodge a complaint. Consumer Protection, a division of the Ministry of Business, Innovation and Employment (MBIE), enforces this Act and can investigate your case at no cost.
What to do if Myheritage refuses cancellation or a refund
If Myheritage ignores your cancellation request, refuses without valid justification, or continues charging after you have cancelled, contact Consumer Protection immediately. You can reach them via their website at consumerprotection.govt.nz or by calling 0800 943 600. They provide free guidance on your rights and can escalate formal complaints if necessary.
Keep copies of all emails, billing statements, screenshots of your account, and your cancellation confirmation. This documentation is your evidence if you need to file a formal dispute or complaint. Yafee advises all consumers to preserve this paper trail before initiating any cancellation.
Cancellation methods: choosing the right path
Your cancellation method depends on how you originally subscribed and whether you need a refund.
Cancel directly via the Myheritage website
Cancelling through your online account is the fastest and most secure method, leaving you with instant confirmation.
- Visit www.myheritage.com and sign in using your email address and password.
- If you have forgotten your password, use the password reset link on the login screen.
- Navigate to your account settings by clicking the profile icon or menu button (usually located in the top right corner).
- Look for options labelled "Account", "Settings", or "My account".
- Select "Subscriptions", "Plans and billing", or "Membership".
- This section displays your active subscription and upcoming billing date.
- Locate your active plan and click "Cancel subscription", "Manage plan", or "End membership".
- Myheritage may display a retention offer (discount or pause option) at this point. Decline if you wish to proceed with full cancellation.
- Confirm your cancellation by following the prompts.
- Review the cancellation details, including your final billing date and data retention policy.
- Receive and save your cancellation confirmation email.
- Screenshot or download this email immediately. You will need it as proof if a charge appears after cancellation or if you need to dispute a billing error.
Timing tip: Cancel at least two to three days before your next billing date to ensure the cancellation is processed before the charge is applied.
Cancel via a third-party payment platform
If you subscribed to Myheritage through a third-party payment processor (such as iTunes, Google Play, Amazon, or PayPal), you must cancel through that platform, not directly via Myheritage.
- Log in to the third-party payment service using your account credentials.
- For example, if you subscribed via iTunes, open the Apple App Store and access your account.
- Navigate to your subscriptions or recurring payments section.
- Look for "Subscriptions", "Recurring payments", "Active subscriptions", or "Billing".
- Find the Myheritage subscription in the list.
- Review the subscription details, including the renewal date and amount.
- Select "Cancel", "End subscription", or "Stop recurring payment".
- Follow the platform's cancellation workflow.
- Confirm the cancellation and save your confirmation.
- The third-party platform will send you a confirmation email. Retain this as proof of cancellation.
Cancel by written notice (international address)
If you are unable to cancel online or wish to send a formal written cancellation notice, you may contact Myheritage in writing. Yafee notes that Myheritage does not operate a New Zealand-specific office; cancellation requests must be directed to their international headquarters in Israel.
Send a cancellation letter to:
Myheritage Ltd
3 Armon Street
Ramat Hasharon 47237
Israel
Include the following information in your letter:
- Your full name and email address associated with your Myheritage account
- Your account login or user ID
- Your request to cancel your subscription effective immediately or on a specified date
- Your request for confirmation of cancellation in writing
- If applicable, your request for a refund with supporting reasons (e.g., service failure or billing error)
Send your letter via registered post or courier so you receive proof of delivery. Allow 10-14 days for Myheritage to process your written cancellation request. Yafee recommends following up with an email to [email protected] referencing your posted letter.
Refunds: when you are entitled to your money back
Cancellation and refunds are separate matters under New Zealand law. You can cancel your subscription without automatically receiving a refund, but circumstances exist in which Myheritage must repay you.
Refund scenarios
| Scenario | Are you entitled to a refund? |
| You cancel before your first billing cycle completes | Often yes, if within a "free trial" or "money-back" window. Check Myheritage's terms. |
| The service failed to work as advertised | Yes. Consumer Guarantees Act applies. Request refund from Myheritage or contact Consumer Protection. |
| You were charged without your explicit consent | Yes. This violates Fair Trading Act. Lodge a complaint with Consumer Protection immediately. |
| You cancel mid-month for a monthly subscription | No automatic refund. You retain access until the end of the billing period. |
| The subscription was purchased in error | Contact Myheritage support immediately. Refunds may be granted at their discretion within 14 days. |
| Myheritage deleted your data without consent | Yes. This is a breach of your rights. Request compensation via Consumer Protection. |
How to request a refund from Myheritage
Contact Myheritage support directly at [email protected] and include the following:
- Your full name and account email
- Your account ID or user number
- The date and amount of the charge you dispute
- A clear explanation of why you believe a refund is warranted (e.g., service failure, unauthorised charge)
- Screenshots or copies of relevant account details, error messages, or billing statements
- Your preferred refund method (credit card, bank transfer)
Myheritage typically responds within 5-7 working days. If they refuse your refund request, or if you receive no response, escalate to Consumer Protection at consumerprotection.govt.nz or 0800 943 600.
What happens after you cancel
Cancellation is not immediate loss of access. Understanding what to expect after you submit your cancellation request protects your data and prevents confusion.
Access and data retention after cancellation
When you cancel Myheritage, your subscription ends on your next billing date (unless you cancel during a free trial, in which case access may end immediately). After your subscription expires, you typically retain read-only access to your family tree and data for 30-90 days. This grace period allows you to download and back up your genealogical information before permanent deletion.
Download your complete family tree immediately after cancelling. Yafee strongly advises against waiting until the end of the grace period, as technical issues or account problems could prevent access if you delay.
How to back up your family tree before losing access
- Sign in to your Myheritage account while you still have access.
- Navigate to your family tree and select "Download" or "Export".
- Save the file in a standard format (GEDCOM is the universal genealogy format).
- Store this file in a secure location (cloud storage, external hard drive, or email to yourself).
- Keep multiple copies in different locations in case one copy is lost or corrupted.
- Download any DNA test results or reports if applicable.
- Screenshot or download PDF reports of your DNA ancestry results before you lose access.
Verify that your subscription has ceased
After your billing date passes, log in to your account and confirm that your subscription status shows as "Cancelled" or "Inactive". Check your bank or credit card statement two weeks after your expected cancellation date to ensure no additional charges have been applied. If an unexpected charge appears, contact your bank immediately and file a chargeback dispute if necessary. Notify Myheritage and Consumer Protection of the error.
Pricing and subscription plans: understanding what you are paying for
Myheritage offers several subscription tiers. Knowing the costs and features helps you decide whether cancellation is the right choice.
| Plan | Cost (NZD) | Key features | Billing cycle |
| Free | $0 | Basic family tree, limited record access | N/A |
| Premium | $9.99-$14.99 per month | Full record access, advanced search, DNA matching | Monthly or annual |
| Premium Plus | $14.99-$19.99 per month | All Premium features plus collaboration tools | Monthly or annual |
| DNA test kit | $99-$149 (one-time) | Genetic testing, ancestry report, relative matching | One-time purchase |
| Annual Premium | $99-$129 per year | Same as Premium, cheaper per month | Annual renewal |
| Family plan | $199-$249 per year | Multiple user accounts, shared collaboration | Annual renewal |
If you subscribed to an annual plan, cancellation does not entitle you to a pro-rata refund unless the service failed or you were charged without consent. Monthly subscriptions offer more flexibility, as you can cancel before the next billing cycle with minimal financial loss.
Common mistakes to avoid when cancelling Myheritage
Cancellation is straightforward if you follow the right steps. Protect yourself by avoiding these frequent errors that lead to continued charges or data loss.
Mistake one: confusing cancellation with deletion
Cancelling your subscription does not delete your family tree or genealogical data. If you wish to permanently delete your account and all associated data, you must request account deletion separately from Myheritage. Cancellation simply stops billing; deletion removes everything. Make this distinction clear when communicating with Myheritage support.
Mistake two: forgetting to cancel third-party subscriptions
If you subscribed via iTunes, Google Play, or another app store, cancelling only your Myheritage account will not stop the charge. You must cancel through the third-party platform itself. Verify with the platform that the cancellation has been processed by checking your recurring payments list one week after cancellation.
Mistake three: cancelling too close to your billing date
Cancellations submitted on the day before or day of your billing date may not process in time, resulting in an unwanted charge. Always cancel at least two to three days before your renewal date. If a charge appears despite timely cancellation, contact Myheritage support and request a refund, citing the cancellation confirmation you saved.
Mistake four: failing to back up your data before cancellation
Your family tree and genealogical research are valuable. If you lose access without downloading a backup, that information may be lost forever. Export your complete family tree in GEDCOM format and store multiple copies before you submit your cancellation request. Yafee cannot stress this enough: back up first, cancel second.
Mistake five: not keeping cancellation proof
If a charge appears after you cancel, your cancellation confirmation email is your only evidence. Screenshot or download this confirmation immediately. Without proof, disputing the charge becomes significantly harder, and Consumer Protection may be unable to help you if Myheritage denies receiving your cancellation request.
How to compare Myheritage with alternative genealogy services
Before you cancel, you may wish to evaluate whether an alternative genealogy platform better suits your needs.
| Service | Monthly cost (NZD) | Key strengths | Best for |
| Myheritage | $9.99-$19.99 | DNA testing, international records, mobile app | Balanced genealogy and DNA research |
| Ancestry | $12-$22 | Largest record database, US-focused, intuitive interface | North American ancestry research |
| FamilySearch | Free | Comprehensive free database, no ads, volunteer-run | Budget-conscious genealogists |
| FindMyPast | $7-$12 | UK and Irish records, historical documents | British and Irish ancestry research |
| Wikitree | Free | Collaborative platform, no ads, community-driven | Collaborative family research |
| Geni | $4.99-$9.99 | Large collaborative family trees, profile linking | Connected family networks |
If you are cancelling Myheritage because the service does not meet your needs, research alternatives before you submit your cancellation. Some services offer free trials; use these to test compatibility before committing. If you are cancelling due to cost, free options such as FamilySearch and Wikitree provide robust genealogy tools without subscription fees.
Keeping or pausing your subscription: when to reconsider
Cancellation is permanent once processed. Before you cancel, consider whether pausing your subscription or downgrading to a lower tier might preserve your access to important features without the full cost.
Pause or reduce rather than cancel
Myheritage sometimes offers a "pause" option that temporarily suspends billing without deleting your account or data. This is ideal if you plan to resume research within six to twelve months. A downgrade to the free tier retains your family tree while eliminating monthly charges, though you lose premium record access.
| Option | Cost | Data retained? | Best when |
| Full cancellation | $0 ongoing | Yes (30-90 day grace period) | You do not plan to return |
| Pause subscription | $0 while paused | Yes, fully retained | You may return in 6-12 months |
| Downgrade to free | $0 ongoing | Yes, read access only | You want to keep your tree but cut costs |
| Reduce to annual plan | $99-$129 per year | Yes, full access | You use Myheritage regularly but want to save money |
Explore these options in your account settings before committing to cancellation. Yafee has helped thousands of consumers cancel services they truly did not need, but we also recommend taking five minutes to evaluate whether a pause or downgrade might be a better fit for your situation.
Final checklist: ensuring a clean and secure cancellation
Use this checklist to verify that you have completed every step of the cancellation process and protected yourself from future issues.
- Downloaded and backed up your complete family tree in GEDCOM format
- Saved or screenshotted all DNA test results or ancestry reports
- Cancelled your subscription via your account settings or third-party platform at least 2-3 days before your billing date
- Received and saved your cancellation confirmation email
- Verified that your subscription status displays as "Cancelled" or "Inactive" in your account
- Checked your bank or credit card statement two weeks after the expected cancellation date to confirm no additional charges
- Deleted any saved payment methods from your Myheritage account if you do not plan to reactivate
- Noted the date of cancellation and your confirmation details for future reference
- Contacted Consumer Protection at consumerprotection.govt.nz if any charges appear after cancellation
Contact Myheritage and escalation pathways
If you encounter resistance or need to escalate your cancellation, you have multiple contact options and legal safeguards in New Zealand.
Myheritage support channels
Email support: [email protected]
Website support portal: www.myheritage.com/support
Phone: Myheritage does not publish a New Zealand phone number; contact via email or use your account help section for live chat.
Written cancellation address
Myheritage Ltd
3 Armon Street
Ramat Hasharon 47237
Israel
If Myheritage refuses to cancel or refund
Contact Consumer Protection, the free and independent statutory body that enforces consumer law in New Zealand:
Consumer Protection
Website: consumerprotection.govt.nz
Phone: 0800 943 600
Email: contact available via their website
Address: Consumer Protection, Ministry of Business, Innovation and Employment, 15 Stout Street, Wellington 6011
File a complaint if:
- Myheritage ignores your cancellation request
- You were charged after cancellation
- You were billed without your explicit consent
- The service failed to work as advertised
- Myheritage deleted your data without consent
Summary: taking control of your Myheritage subscription
Cancelling Myheritage is a straightforward process when you follow the correct steps and know your rights. Under New Zealand's Consumer Guarantees Act and Fair Trading Act, you are protected if the service fails to meet its promises or if you are charged without consent.
Yafee recommends following this sequence: back up your data, cancel via your account settings at least 2-3 days before your billing date, save your confirmation email, and verify that no additional charges appear on your statement after the expected cancellation date. If Myheritage resists or continues charging, contact Consumer Protection at 0800 943 600 for free support and guidance.
Yafee has helped thousands of consumers cancel unwanted subscriptions and dispute billing errors with confidence. Our contract law specialists understand the legal frameworks that protect you and the practical steps you must take to enforce those rights. Whether you cancel Myheritage today or explore alternative genealogy platforms, Yafee is here to guide you through every stage of the process. Visit yafee.com to learn more about your consumer rights and access free resources on digital service cancellation.