What should I do if I didn't get the upgrade I paid for?

First, we recommend you make sure which type of subscription you have purchased. Read here for more detailed information about the subscription types MyHeritage offers.

In order to check the status of your subscriptions, please log in to your account, click on your name in the upper-right corner of the screen and select ‘My Purchases’.

Here you can check the status of your site subscription and data subscription, by selecting the relevant option on the left side.

If you still don’t see the upgrade your paid for, please check the following:

1. If you are using the Family Tree Builder software and have upgraded it to the Premium version, make sure it is registered with the email address connected to your Premium account.

Open Family Tree Builder on your computer, click on ‘Sync (publishing)’ menu in the upper menu bar and select ‘My Sites’. If you need to change your registration in Family Tree Builder, click here for more details: How do I change my log in details in my Family Tree Builder Software?

2. If you have more than one family sites, please make sure you are currently visiting the one that you have upgraded. Click on your name in the right upper corner, and select ‘My sites’. Here you will see the list of all the family sites you are a site webmaster or site member on, and basic information about each of them. Besides, if the site is Premium or PremiumPlus, you will see a special icon next to its name. 


3. Did you upgrade someone else’s site by mistake? Check the confirmation e-mail that you received from us that contains the name of the site which you have just upgraded, or check on your family site, by clicking on your name in the upper right corner of the site and then click on ‘My purchases’ as described above.

If this is the case, please contact our Customers Support Service  and we’ll help you get the upgrade transferred.

4. Got your receipt? If you checked the points above and still haven’t received your upgrade, write to our Customers Support Service. We’ll ask you to send us your receipt and once we get it we’ll upgrade you right away. Keep in mind that if you don’t have a receipt, you probably weren’t charged. In any case, it’s always a good idea to send your receipt so we can apply your upgrade immediately.