Common questions

Most of what a family needs after a death is not secret. It is scattered: a policy number in a drawer, a solicitor's name in someone's phone, a password nobody wrote down. This is a place to put it all in one form that outlives the person who assembled it, and to decide who is allowed to reach it.

A beneficiary is someone who inherits. You record what share of your estate they should receive.

A trusted contact is someone who can look at part of what you have recorded. You choose exactly which parts — documents, assets, contacts, beneficiaries, your profile — one by one.

They are separate on purpose. Who inherits something and who is allowed to see it are different questions, and treating them as one is how people grant more access than they meant to. Naming someone a beneficiary gives them no access at all.

A trusted contact can request emergency access. The moment they do, we email you and raise a notification in the app, so you find out immediately whether or not you are expecting it.

You can refuse, and a refusal keeps blocking them — it does not lapse. If you neither approve nor refuse, access opens after seven days of silence. That waiting period is the point: it is long enough for you to object if the request is not legitimate, and short enough to be useful to a family that needs the information.

They then see only the parts you ticked when you named them. Removing someone as a trusted contact also cancels any request they have open.

The sensitive parts, yes. Uploaded files and recordings are encrypted before they touch disk. So are identity numbers — Social Security, driver's licence, passport, national ID — a beneficiary's tax identifier, and the transcripts you type for recordings. Each account has its own key.

Some things are deliberately not encrypted, and it is fairer to say so than to imply otherwise: names, addresses, phone numbers, titles and descriptions are stored as ordinary text, because they are displayed and sorted on every screen.

We do not claim this is end-to-end encrypted. The server holds the keys, which is what lets you recover your account when you forget your password. A product that told you otherwise while offering a password reset would be telling you something untrue.

There is no screen anywhere in this product that shows one person's documents to anybody else — support included. The only exception is one you create yourself: if you attach a document to a support request, you are sharing that specific document with us, and you can withdraw it afterwards from the document's own sharing list.

Use the reset link on the sign-in page and we will email you a way back in.

If you can no longer get into that email account, we cannot restore your access. There is no back door for us to use on your behalf — which is the same property that stops anyone else using one. Keep the address on your account current.

Yes. Download my data on your profile produces a file containing everything you have recorded, in the clear, including the identity numbers. Treat that file the way you would treat the documents themselves.

It lists your uploaded files as links rather than including them, and those links stop working once the account is deleted — so download anything you want to keep before deleting.

Everything goes: your profile and identity documents, every uploaded file and recording, your assets, contacts and beneficiaries, and any access you had granted. It is immediate, permanent, and we cannot recover it for you afterwards.

Anyone who had named you as their trusted contact keeps their own information. You simply stop appearing to them.

Documents up to 50 MB: PDF, Word, Excel, plain text, and JPEG, PNG or GIF images. Audio and video messages up to 250 MB.

No. Nothing here is legal advice, and recording who you would like to inherit something does not make it legally binding. A will is a legal document with formal requirements that vary by country and state, and it needs a solicitor or attorney.

What this does is make sure the will can be found, along with everything else the person handling your affairs will be looking for.

If you have an account, use Get help in the menu — you can ask a question, paste in details, and attach a document. Otherwise email us.

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