**UPDATE: IT WORKED — THE CRAM DOWNLOAD IS NOW AVAILABLE!**

After weeks of contacting support, emailing `dpo@myheritage.com` and `privacy@myheritage.com` with a formal GDPR Article 15 request, posting a 1-star Trustpilot review, and escalating the issue through their support channels… **MyHeritage has finally enabled the WGS CRAM download.**

I just checked my **Manage DNA kits** page and there is now an option for:

**“Specialized genomic CRAM file”**

MyHeritage explicitly says it contains the **complete genomic data from the whole genome sequencing — around 3 billion base pairs**, in standard `.cram` format. The file is around 2 GB and they prepare it in the background before sending a download link by email.

So yes: **the CRAM is real, and it is finally downloadable.**

If you have a MyHeritage WGS kit, go check your Manage DNA kits page NOW.

Apparently making enough noise actually worked 😂

I got the notorious mail of something wrong with extraction sample 1% reprocessing etc etc on 5 September. So this raw data since 6 September it's realistic timing ? ore they start from step 1 extraction whole genome and then data production?

My result as a Dane from Denmark :D

For context, I don't really know much about my family roots. But I guess they have been around here for long.

Hi all, I've suddenly run into a really frustrating roadblock.

When viewing DNA matches, it normally gives a list of shared matches.
All of a sudden, it blocked me from viewing shared matches, telling me how many there are, but taking me to a paywall when clicking the option to see them...

The only issue is the subscription is already in place, so I just get "No current purchase option available No further purchase is necessary."

I've just gotten a new client, and this has pretty much put the brakes on a good chunk of work.

I've cleared the cache, signed out, but to no avail.

Anyone have any ideas?

Edit:

Day 2 - No response yet, despite ticket being opened. Still can't view shared matches.
Confirmed, features such as AutoCluster are blocked as well for me, resulting in the same PayWall that can't be interacted with as PremiumPlus is already in effect.

My Heritage took £105 UK pounds from me even though I cancelled when I was stillthe free trial period. I have emailed them and they haven't gotten back to me. Has anyone got a UK phone number for them, I want my money back!

Anyone others in same situation? Husband's test was stuck at the raw data stage over 3 weeks. Today this mf says that. Do you have any experience with this? Did re-processing the test help or is it easier pay for a new kit...again? 🙄🙄

Hey! I’m central Anatolian Turkish, these are my results. Also, my ydna is T-Z19877

I have no clue where some of those genetic groups came from…

Hello, i’m in Taiwan and ordered the DNA kit from my heritage, apparently i should’ve thought more about it and do some more research because after reading about shipping it back apparently the post office (chunghwa) declines biological samples, although I haven’t tried sending it yet through there I simply want to avoid the hassle of going just to get rejected, so I asked DHL and they told me “We are sorry we do not have personal send Plastic vial containing human buccal cells.” I’m not sure exactly what i should do and there is barely any information about people here using and sending the test back, do u have any recommendations?

I see lots of people like me. My last mail was whole sequencing on September 16th.

Expected results by October 6th.

But since the date, there’s literally no date anymore, even for each step.

Why? Any other people in the case?

I'd be interested to know if others are experiencing the same thing; I've been waiting for the raw data since September 21, 2026.

I'm getting really impatient because the AI actually said this step would take a maximum of 7 days.

Is this normal right now because of the change to algorithm 2.5? Is it the same for others?I'm worried that something might be wrong with me.

Greatgrand child from Sami from Kirkernes
Mostly Norwegian :D

My results... lacking Eastern Europe like most of the Macedonians from N Macedonia and Greece

Leaving a 1-star Trustpilot review seems to get their attention much faster than normal support.

MyHeritage promised CRAM downloads for WGS users in 2026, but we still only have the limited CSV/TXT export, which is not the full WGS data.

I’ve now sent a formal GDPR Article 15 request to "[dpo@myheritage.com](mailto:dpo@myheritage.com)" and "[privacy@myheritage.com](mailto:privacy@myheritage.com)" asking for my complete genetic data, including CRAM/BAM/FASTQ or equivalent. They have one month to respond.

If you’re in the same situation: document everything, contact them formally, and apparently Trustpilot helps put some pressure on them.

I’ll update if I finally get the CRAM.

EDIT 😄

**UPDATE: IT WORKED — THE CRAM DOWNLOAD IS NOW AVAILABLE!**

After weeks of contacting support, emailing `dpo@myheritage.com` and `privacy@myheritage.com` with a formal GDPR Article 15 request, posting a 1-star Trustpilot review, and escalating the issue through their support channels… **MyHeritage has finally enabled the WGS CRAM download.**

I just checked my **Manage DNA kits** page and there is now an option for:

**“Specialized genomic CRAM file”**

MyHeritage explicitly says it contains the **complete genomic data from the whole genome sequencing — around 3 billion base pairs**, in standard `.cram` format. The file is around 2 GB and they prepare it in the background before sending a download link by email.

So yes: **the CRAM is real, and it is finally downloadable.**

If you have a MyHeritage WGS kit, go check your Manage DNA kits page NOW.

Apparently making enough noise actually worked 😂

This appears if you click a link labelled health and wellness in the DNA tab drop-down menu.

Do you think we might be getting our CRAM files finally if they've launched this side quest of a test or not?

https://www.myheritage.com/dna360

I uploaded my 23andme data to MyHeritage in 2019. Had ethnicity results for it all along. Bought several kits for my family, and I still have one more unused at home.

Now they want me to pay just to see my old results again. Kind of a dubious practice if you ask me!

I haven't seen anyone else mention this yet. Do others who uploaded raw data still have access to their ethnicity results, or is it gone for you too?

Agreed to a one month, free trial. Had to pay about USD 1.00 which I did through paypal. A day later, I received the same amount as a refund. All well that far.

A month later, I was charged about USD 120 (to me, that's a lot of money) for a full year membership. Which I never asked for.

While the payment still was "pending" in my bank account, I tried to stop paypal from paying by removing myheritage from my approved payment recipients. Didn't work. Paypal advised me to contact myheritage directly.

Which I now have tried for umpteen hours. But there's no contact information at their site. Not even a street address. All they have is a "help" page with answers to ready made "problems".

Oh, and at the same page(s) there's button saying something like "need more help?". By clicking it, I just return to the same page.

So, can anyone tell anything about how to contact them? Where's their location? Who are running it?

Cheers

I bought two MyHeritage DNA kits some time ago and sent both of them at the same time. However, only one of the kits has been received by the lab. The other one is still showing as “Activated” and has not been received.

I have contacted customer support several times, and each time I have been told to wait. It has now been two weeks since my first kit was received by the lab, so it is quite clear that the second kit has either been lost by the courier or somewhere in the process.

A support ticket was created, and I was told that someone would contact me as soon as possible, but I never received any follow-up. I have also asked for either a replacement kit or a refund, but instead of resolving the issue, the process keeps being delayed.

At this point, I would appreciate a clear resolution. Please either send me a replacement kit or issue a refund for the missing kit.