On 31 august 2012 I started my family tree on the My Heritage site, but subscribed and paid for this as from early 2019.
By the end of August 2022, 10 years later, I had gathered just over 6000 entries and most of these were accompanied by photographs ( personal images , family crests etc..) 
I also subscribed to 2 other sites namely Ancestry and Geneanet, but MyHeritage is superior in my view, especially
as their software allows you to compile a so called Family book. a page from this looks like this


 
 
 

In September 2022 the family book feature suddenly lacked all photographs and other images

My Heritage promises on their site:

The family book is a detailed and professional compilation of the family tree. It includes narrative on each person's life, photographs, family tree diagrams and useful indexes. This is one of the best formats for sharing with relatives, and for printing a hard-copy of your family history.

But it looked like this  last September and this problem persists till today, 15-1-2023
 
 

The email correspondence looks like this
 

Record of family book query
First email sent on 28 september 2022 to support@myheritage.com
account ID: 439961631
today , when I compiled my family book, the resulting PDF lacked all images
Kindly explain
Many thanks

Automatic reply received: 
Here is the ticket number for this Support issue for your reference: #1801657571.

On 7th October Shearley replied
Shearley (MyHeritage)October 7, 2022 3:49 AM (UTC+03:00)Dear Wim,

Thank you for being in touch. My name is Shearley and I'm happy to help you. 
I apologize for the delayed response and appreciate your patience. 
I'm really sorry to hear that you created your family book however the resulting PDF lacked all images. I appreciate the screenshots provided so we can further investigate the issue. 
I知 forwarding this issue to our specialized tech team. A member of this team will be in touch with you soon.
Whenever you have free time and would like to learn more about our service, feel free to visit our Help Center, there are plenty of articles that will help you discover more information.
Thank you for your patience. Your satisfaction is important to us, and we'll do our best to resolve this as soon as possible.
Kind regards, 
Shearley 

MyHeritage Support team 

ON TRUST PILOT I WROTE IN OCTOBER 2022

MyHeritage family book

I have had my family tree on MyHeritage since 2012 and always experienced great service. Recently the facility to create a so called family book resulted in a PDF without the images. This means that about 5700 photographs and other images are missing in this PDF. I sent my first worried e-mail 11 days ago to the support people. It took 7 days for an initial reply telling me that my question had been passed on to specialists. That is 4 days ago. I also have all entries on ancestry and geneanet. This MyHeritage "illustrated" family book is unique however. I have never experienced such a delay in dealing with my query

Date of experience: 12 October 2022

Reply from MyHeritage asking me to report the problem with an email, which I had of course already done 
2 weeks earlier

their reply:

Dear Wim,
I am sorry to find your low star review.

I understand that you are having issues with a Family Book, and I would like to help you with this matter personally.

To do so please send me an email to shane.vipsupport@myheritage.com from your registered email address at MyHeritage. Please add your inquiry so that I may locate your account. In addition, please provide a direct link to your review and I will be more than happy to assist you.

I look forward to hearing from you.

Kind regards,
Shane M, MyHeritage Team

Wim Thorntonbooks <thorntonbookswim@gmail.com>12 oct. 2022 23:21 (12 hours ago)
aan shane.vipsupport
thanks Shane,
here are all the details, reported before on several occasions:

screenprints of one page of family book with images and one without images added [ I repeated the images as above]
 

MyHeritage Support #289655158: family book with and without images  25 oct. 2022 , 17:54 

 Debia (MyHeritage) October 25, 2022 7:54 PM (UTC+03:00) 
Dear Willem,

Thank you for your response. 

We appreciate your patience resolving this matter. I see that you joined in 2012, we truly value you as a member of our incredible MyHeritage community.

Rest assured that our development team is aware of this issue and we're doing our best to fix it as soon as possible.  Reported bugs and feature requests are prioritized according to various factors, e.g., the number of users affected by them or the time and resources they will require of the development team.

Please don稚 hesitate to reach out again if you require any assistance going forward.

Have a great day.

Kind regards,
Debia
MyHeritage Support Team
October 25, 2022 6:31 PM (UTC+03:00)thanks Debia,
 

 Debia (MyHeritage)October 25, 2022 5:57 PM (UTC+03:00)Dear Willem ,

Thank you for contacting us. I知 Debia from the MyHeritage Tech Department, and I知 happy to assist you. My colleague has asked me to review your case and I will be handling your ticket from here.

I sincerely apologize for the delayed response. We are truly sorry to have kept you waiting.

I would like to compensate you by extending your Complete subscription for 3 months free so it will renew on April 15, 2023 You can learn how to see the status of your subscription by clicking HERE. [ I 'd better not renew in April if this has not been solved]

I understand how much time and effort it has taken to create and add photos to your family tree, however, photos are not appearing in your book.

The issue you're experiencing has been identified as a bug. Our development team has been notified. We appreciate that you brought your case to our attention.

Kindly note that bugs are addressed and prioritized according to various factors and may take some time. [ same  automatric reply.]

In the meantime, I would suggest trying to generate charts. Learn how to create them by clicking HERE.

Thank you for your patience and understanding.

If there is anything else I can assist you with as part of the technical department I値l be glad to help you!

Kind regards,
Debia

my reply:

I shall try and be patient. It's nearly a month since the bug appeared.
I don't need to "learn" how to make charts. I ought to know after all these years and I do :)
I am only interested in the family book 

Regards

Wim Meeuws
 

Josselinne (MyHeritage)January 4, 2023 8:00 PM (UTC+02:00)Dear Willem,
Thank you for being in touch. My name is Josselinne and I'm happy to help you. 
I completely understand your frustration and we'll gladly assist you further. 
I知 forwarding your request to a team member who specializes in this area, and they will be in touch with you soon.
In the meantime, if you have any further relevant information to add, please send it by replying directly to this email. Any additional information you provide can help us assist you more quickly and efficiently.
Thank you very much.  If there is anything else I can assist you with, please let me know.
Kind regards,
Josselinne

MyHeritage Support TeamWimJanuary 4, 2023 3:01 PM (UTC+02:00)family book without photographs 4th January 2023
I have been waiting for more than 3 months now.  I am beginning to wonder if your 都pecialized tech team is taking this matter seriously. I have my doubts now.
The family book still lacks all the photographs.
I find this totally unacceptable and this after a membership of more than 10 years
I add a PDF with all my messages and your replies so far
Wim Meeuws

Automatic reply: 13.01 hrs on 4-1-2023

 Thank you for reaching out to the MyHeritage Support team.
Your message has been received.
Here is the ticket number for this Support issue for your reference: #853395062.

Sebastiaan (MyHeritage)January 8, 2023 1:31 PM (UTC+02:00)
Dear Wim,

Thank you for being in touch. My name is Sebastiaan and I work for the expert MyHeritage technical investigation of MyHeritage. I'm happy to help you. 
I知 sorry that the bug you reported hasn稚 been resolved yet and we apologize for the inconvenience it may have caused.
We are aware of the issue and are doing our best to fix it in the best possible time frame. 
Reported bugs and feature requests are prioritized according to various factors, e.g. the number of users affected by them or the time and resources they will require of the development team. [  again same automatic reply..]

Some requests may take longer to be addressed.  [ this is often automatically added to email replies ] 
As a workaround to this problem, you can choose to create your family book in our Family Tree Builder software.
There, everything should work as intended (as we have determined this bug only affects the online site).
If you do not have the software downloaded yet you can click on this link, and on the page that opens in your browser, click 擢ree Download to start the download process.
We know that as a customer, you look for the best tools to aid you in your family research and we constantly work to address the issues reported to us with the resources we have available.
Thank you for your patience and understanding. 

Kind regards,
Sebastiaan
MyHeritage Support teams-tid--bd90f894-1fdd-4549-89d9-f57e4ec592f2--ans-tid
15dbd72d

January 8, 2023 2:00 PM (UTC+02:00)Dear Sebastiaan,

I have by now received the same automatic reply several times
For example:

Reported bugs and feature requests are prioritized according to various factors, e.g. the number of users affected by them or the time and resources they will require of the development team. 
Some requests may take longer to be addressed.

I have about 6000 entries on my site and most of them had been allocated images

The treebuilder showed  0 photographs

regards
Wim Meeuws 
19.20 hrs on 9-1-2023
Backup retrievalBackup: Backup of tree 'Meeuws Family Tree with 6041 individuals and 23477 photos (2,283MB)Date of backup: Dec 31 2022Family site: Meeuws/Lindeman/Pfeifer/Schneider Family Web SiteType of tree: FTBYour backup is being retrieved. This may take a brief moment, or a few minutes, depending on the amount of data in this backup.
You can refresh this page to check if the retrieval is ready. We will also send you an email to your email once it is ready, with a link back to this page.
However when looking at the database it reads: Showing 17,330 media items

20.07 hours, still no backup retrieved
22.28 hours 
<< Back to backup page  Backup retrieval  Backup: Backup of tree 'Meeuws Family Tree with 6041 individuals and 23477 photos (2,283MB)  23477 ????? 

Date of backup: Dec 31 2022   Family site: Meeuws/Lindeman/Pfeifer/Schneider Family 
Web SiteType of tree: FTBYour tree has been backed up as a package file, which you may download from the link below. The link is protected using a one-time access code. Copy the access code and then click the link. Enter the access code when prompted.Access code: Link: https://mhbackups.s3.amazonaws.com/retrieve_new#/site193579521/j32chk5m6w7agqal/data/tree1-December2022.zipInstructions for retrieving and using your backupYour tree backup is in the Family Tree Builder package format which is the format for the storage and transfer of family trees created using the Family Tree Builder software. Download the package file to your own computer now by clicking the link above, and then save it.

The package file contains all photos you had in your family tree at the time the backup was made, including personal photos.

On your computer, open the Family Tree Builder software program.
If you no longer have it, you can download it again from this link:
https://www.myheritage.com/family-tree-builder

Then go to File > Manage Projects > Import package, and select the package file. Your family tree will then be restored.

If you still have the same family tree on your computer, the restored family tree will receive a different project name. It will not overwrite your existing project. You may delete one of the duplicate projects if it is obsolete.

If you have additional questions about restoring a backup, you are welcome to send them to us via our support contact form.

10-1-2023
I now tried to retrieve the photos, but it does not work
Any suggestion ? as I said in my previous reply, the photographs are there, but other images have also been added to most entries
thanks
 

January 9, 2023 9:16 PM (UTC+02:00)
I have followed your suggestion and clicked on the link to Family Tree Builder software
this system was trying to retrieve all records and photographs. It was on all night, about 14 hours and it resulted in zero photographs being transferred, but more seriously it messed up my normal database where there are about 6040 entries
All of a sudden today there are more than 10000 entries which means about 4000 duplicates
I trust you will be able to solve this forthwith
this is an extremely serious matter
Wim Meeuws 

January 9, 2023 9:37 PM (UTC+02:00)Following my previous message about the chaos in my database (more than 4000 duplicates)
I have been waiting for more than an hour to get the backup, so far nothing has happened.
a brief moment, a few minutes ? 
Backup retrievalBackup: Backup of tree 'Meeuws Family Tree ' with 6041 individuals and 23477 photos (2,283MB)
Date of backup: Dec 31 2022Family site: Meeuws/Lindeman/Pfeifer/Schneider Family Web SiteType of tree: FTBYour backup is being retrieved. This may take a brief moment, or a few minutes, depending on the amount of data in this backup.
You can refresh this page to check if the retrieval is ready. We will also send you an email to thorntonbookswim@gmail.com 
once it is ready, with a link back to this page. [ it took many hours in fact]

Sebastiaan (MyHeritage)January 10, 2023 3:36 PM (UTC+02:00)Dear Wim,
Thank you for your reply.  I see that your online family tree is still intact. I would recommend restoring the family tree from your family site, by following these steps:
1. Open the Family Tree Builder software.
2. In the upper menu bar click on 詮ile and select 然estore Project. 
3. In the restore screen, choose 坦estore from online family site and click 鮮ext.
4. The next screen will display all family trees that exist under your account. Choose the family trees you want to restore and click 船ownload now.
5. If the family tree contains any photos, you will be prompted to restore the photos from your family site.
Note:
You can restore photos from your site manually. 
To do so, please click on the 善hotos button on the main toolbar, and in the upper menu bar click on 善hotos and select 然estore photos from family site.
That痴 it! Your family tree should be restored from your online family site.
To learn more about this topic, read this article on the MyHeritage Knowledge Base: How to Restore a Project on FTB. On the MyHeritage Knowledge Base, you'll find additional articles, webinars, and how-to videos that can help you master your genealogy skills".
Please let me know if this resolved the problem.

Kind regards,
Sebastiaan - MyHeritage Support team

I did as he suggested and the 6040 entries were back
but without any images
 

On 15-1-2023 this arrived

Sebastiaan (MyHeritage)January 15, 2023 7:59 AM (UTC+02:00)Dear Wim,

Thank you for your reply and follow up. I'm glad we were able to restore your family tree.
 This issue you're experiencing where the 然estore photos from family site" doesn't work has been identified as a bug. 

The development team has been notified. We appreciate that you brought your case to our attention.
Kindly note that bugs are addressed and prioritized according to various factors and may take some time. [ same automatic explanation ] 

Note that eventually all your photos should be downloaded automatically from the family site regardless, even without the use of this button and function. 
We apologize for any inconvenience this may have caused. 

Thank you for your patience and understanding.
If there is anything else I can assist you with, please let me know.
Kind regards,
Sebastiaan - MyHeritage Support team  Also the same day:
I'm glad I was able to be of service and it was my pleasure to assist you.

We always do our best to improve our products and services and we love seeing testimonials of satisfied customers we were able to help. Would you be so kind as to write a short review about your experience with MyHeritage?
You can easily write a review by going to one of the websites listed below, all of which offer users unbiased information about companies.
1. SiteJabber
2. Trustpilot

Please do not hesitate to contact us again should you require any further assistance.

Thank you for your help,
Sebastiaan
MyHeritage Support team

I replied:

thanks,

But I am still waiting for a reaction to my last email about the mess in the images
this screenshot shows that the picture should be the family crest 3 red balls with yellow background
but lower in the left hand section an image has been added described as "without title"
and this has happened throughout my database of 6045 entries
 
 






an even better example is this one

the photograph of my own sister Nancy Meeuws, bottom left,  has been allocated to this Byzantine Emperor (1156 - 1204)







and the treebuilder cannot restore the photographs either.
 
 

And of course I am waiting for the family book being able to show the photographs again
( have been waiting since September 2022)

15-1-2023 later the same day
Good afternoon 

In regards to the additional crests you see connected to some profile cards: 
I've investigated this issue in our lab and found that these images were on your family site already, even before the restoration of your family tree.
As you only seem to have noticed them now, I believe these images were most likely copied from other family sites, possibly by way of Smart and/or Record Matches.
Sebastiaan

my reply:

Of course these images are on my site, but they are now with the wrong entries.

I mentioned before that the site shows more than 17000 images whereas  there should be far less. However this may have been causes in the beginning when I did not understand that if once accepts a smart match all the photographs of the other person will also be copies to my site. very often now I find up to 8 times the same image attached to one person. I think you ought to explain this somewhere to your site members, namely that they ought to be more careful when they accept a smart match

On 23-1-2023

Date of experience: 30 September 2022 till now 24 January 2023

Reply from MyHeritage

An hour ago

Hello Wim,
Please note that I have located your open ticket numbered 235423362, and I have now escalated this matter for you.
A friendly representative from our Tech team will be in touch with you soon.
Thank you for your patience regarding this matter.
Kind Regards,
Dean,
MyHeritage Team.

to which I replied
 

To help you and avoid any more explanations please go to my website pages at

https://openthewardrobe.com/MyHeritage%20chaos.html

Thanks
Willem Meeuws 

Dear Wim,

Thank you for contacting us. I知 Jonathan from the MyHeritage Tech Department, and I知 happy to assist you.

I am so sorry you致e had such a disappointing experience and would like to apologize on behalf of MyHeritage that this occurred. 

I understand that the profile photo of some of the individuals in your tree no longer appears under 'Photos & videos' on the left-side panel and instead, a photo appears with the title "Untitled". Thank you for providing a screenshot that shows that.

I can see that you are also working with the Family Tree Builder (FTB) and that you often sync your project with the online site. Can you please let me know if the same issue appears in the FTB? for example, can you please go to the profile card of "Boudewijn (Baudoin) II Graaf van Boulogne, Comte de Boulogne" in the FTB and see which photos are associated with him in the project, and which photo is associated with him as his profile photo? I will appreciate it if you could provide screenshots to see if everything is in order in your FTB project.

Thank you for your cooperation and I look forward to your reply.

Kind regards, 
Jonathan 
MyHeritage Support team 

My reply:

thanks.

this family tree builder  (FTB) is really not important for me,  I never used it till the problems started with the
compilation of the family book. And the main problem is with this book and it has been since last September as you can read  on my website here.
 

I add the screenprints you asked for here:
 

It's a total mess, 

Wim Meeuws

and another one, Boudewijn's grandfather


 

In fact about 5300 such images are allocated to the wrong entries